We really hope you are thrilled on your first Heileo Electric Bike. However, if for some reason if you have changed your mind and wish to cancel your order, we offer to refund you the full purchase price (subject to certain terms and conditions) within 28 days.
*** The returns and money back offer is valid for the customers who have ordered online without seeing and test riding the bikes physically before the purchase. Customers who have physically seen the bike and test ridden it before order will not be eligible for options 2 and 3 below.
1. Cancellation before shipment
If you wish to cancel the ordered electric bike prior to its shipment, you can write to our customer support team at [email protected] with a subject line "Order cancellation - << Order number >> " and reason for the cancellation in the body of the e-mail. We will verify the cancellation order and refund the money paid by you within 28 days to the same account/card that was used while making the payment for bookings.
2. Cancellation post shipment
If you wish to cancel the order, which has already been handed over to the courier company from our end, they may still attempt to deliver the Electric Bike. However please do not accept the delivery of the order stating that the cancellation request has been placed and write to our customer support team at [email protected] with a subject line "Order cancellation - << Order number >> ". On receipt of returned powerbike package, we will refund the money paid by you after deducting the shipment cost, within 28 days to the same account/card that was used while making the payment for bookings.
3. Cancellation after opening the package
We hope you love your Heileo after opening the package. However, if you are not fully satisfied with your purchase and wish to return the Electric Bike, then you must write to us at [email protected] within 7 days of receiving your powerbike. The return shall be accepted if the bike is in its original condition and package, accompanied by the original proof of sale including all manuals, charger, battery, keys and accessories that came standard or were installed on the bike by our service department. We will arrange for the return pick up and the return shipping cost will be borne by you.
However, the aforesaid return policy shall apply only if the electric bike has not been used on road and hence, it is advisable to check and test ride before placing the order.
4. Damaged, defective item, or wrong product delivered
Our shipments go through rigorous quality check processes before they leave our warehouse. However, in any of the event that your product is damaged during shipment or transit, you can request for a replacement. If you have received an item in a damaged/defective condition or have been sent a wrong product, you can write to us within 3 days of receiving the order at [email protected] providing your order details and we will initiate the replacement process of either the whole or defective part(s) of the bike within 7 working days .