Refund policy

Return & Refund Policy – Canada

Effective from May 28, 2026
Applies to purchases made on https://hikeep.ca/ only

At Hikeep, we want you to be completely satisfied with your e‑bike. If for any reason you are not, our return policy is outlined below.

For products purchased from other retailers (Amazon, offline dealers, Best Buy, etc.), please refer to their respective return policies.

How to Start a Return

To initiate a return, please contact us first at:
📧 contact@hikeepebike.com

If your return is accepted, we will provide you with a return shipping label and instructions on where to send your package.
Do not send items back without contacting us first – such returns will not be accepted.

Refunds are processed within 10–15 business days after we receive and inspect the returned item.

Hikeep is not responsible for shipping costs on packages returned by customers without prior authorization, nor for lost return packages. We appreciate your cooperation.

1. Returns for Non‑Quality Issues (Change of Mind)

These returns apply when the bike has no manufacturing defect and you simply changed your mind.

1.1 Bike is Brand New & Unused

  • Return window: Within 30 days from the date of delivery.

  • Condition: Bike must be unused, in original condition, and in its original packaging.

  • Proof of purchase required (order number or receipt).

Return shipping fee (buyer pays):

  • $200 CAD per bike (standard models)

  • $400 CAD for K6 Series

Restocking fee:

  • Within 14 days of receipt: No restocking fee. Full refund of product price (less return shipping).

  • 15 to 30 days of receipt: 20% restocking fee deducted from refund (plus return shipping fee).

1.2 Bike Has Been Used

  • Return window: Within 30 days from the date of delivery.

  • Restocking fee: 50% of the order amount will be deducted.

  • Return shipping fee (buyer pays):
    200/200/280 / $400 CAD as above.

  • Over 30 days of receipt: Returns for non‑quality issues are not accepted.

Note: For change‑of‑mind returns, you are responsible for all return shipping costs. Restocking fees are clearly disclosed and comply with Canadian consumer protection laws.

2. Returns for Quality Issues (Manufacturing Defects)

If your e‑bike has a verified manufacturing defect, different rules apply.

2.1 Within 14 Days of Receipt

  • Full refund of the purchase price, including taxes.

  • No return shipping fee – we cover the cost.

  • No restocking fee.

  • Option to exchange for another e‑bike at no extra shipping cost.

Important: Our team will carefully investigate any claimed quality issue. If we find that there is no defect and the damage was intentional or caused by misuse, the return will be treated as a non‑quality return (buyer pays shipping + restocking fees).

2.2 Between 14–30 Days of Receipt

  • Depending on the specific situation, we may charge a partial return shipping fee. Contact our customer service team – they will assess the case and determine any applicable charges.

2.3 Over 30 Days of Receipt

  • Returns are no longer accepted for quality issues. Instead, our warranty policy will apply. Please refer to our Limited Warranty for repair or replacement options.

2.4 Missing or Defective Parts

  • Within 30 days of receipt, if any part is missing or defective, we may send a free replacement part at our discretion.

2.5 Minor Defects Not Affecting Safety

For small, non‑safety issues such as:

  • Peeled‑off stickers

  • Minor paint chipping

  • Damage to non‑critical components

You may choose to keep the e‑bike and request reasonable compensation instead of a return. Please contact our customer service team, and they will determine an appropriate refund amount based on the situation.

Damage to non‑critical components that does not cause irreparable problems is not eligible for a full return/refund – we will provide after‑sales support (replacement parts or compensation) instead.

3. Exchange Process

If you have negotiated an exchange with our customer support (e.g., replacing your bike with a different model), please follow these steps:

  1. Return your original bike following the instructions we provide.

  2. Once we receive and inspect the returned bike, we will ship the new bike to you.

We do not send a replacement before receiving the original item.

4. Scope of Application

This Return & Refund Policy applies only to products sold directly on https://hikeep.ca/.
Purchases from third‑party sellers (Amazon, Best Buy, offline dealers, etc.) are subject to their own return policies.

5. Your Legal Rights (Canada)

This policy does not replace or limit your statutory rights under Canadian consumer protection laws, including:

  • The Consumer Protection Act (Quebec)

  • Provincial sales legislation in Ontario, British Columbia, Alberta, and other provinces

Where provincial law requires a longer return period, lower restocking fees, or free return shipping for defective products, those laws will prevail. We are committed to complying with all applicable Canadian regulations.

6. Contact Us

If you have any questions about returning a product or need assistance:

📧 contact@hikeepebike.com

We’re here to help.