Return Policy
Hiley Returns, Exchanges & Refunds Policy
At Hiley, we prioritize customer satisfaction and strictly adhere to EU consumer protection regulations. Please review our policy below regarding order cancellations, returns, and your legal rights.
1. Order Cancellation (Before Shipment)
If your order has not yet been shipped, you may cancel it at any time for a full refund with no handling fees.
To cancel your order, please contact us immediately at: service@hiley-scooter.eu.
2. Right of Withdrawal (14-Day Cooling-off Period)
Under EU law, you have the right to withdraw from your purchase within 14 days of receiving your product for any reason, without justification.
Condition for Return: To receive a full refund, the item should be in a condition that allows for resale. You have the right to unpack and inspect the scooter to confirm its nature and functionality (similar to how you would in a physical store).
Diminished Value: If the product has been handled or used extensively beyond what is necessary to establish its nature (e.g., significant mileage, visible wear, or damage), you may be liable for the diminished value of the goods, which will be deducted from your refund.
Return Shipping: The customer is responsible for the direct costs of returning the goods.
No Restocking Fees: We do not charge any restocking or administrative fees for returns made within the 14-day cooling-off period.
How to Initiate a Return:
Contact service@hiley-scooter.eu to notify us of your decision to withdraw.
We will provide you with the correct return address. Please do not send the item back to the original shipping address without authorization.
3. Exchange Process
If you wish to exchange your scooter for a different model within the 14-day cooling-off period:
The same "diminished value" principles apply as mentioned in Section 2.
The customer is responsible for the return shipping costs of the original item.
No restocking fees will be applied for exchanges within the 14-day window.
Please contact us at service@hiley-scooter.eu to arrange the logistics.
4. Legal Guarantee & Defective Products (2-Year Warranty)
In accordance with EU law, all Hiley products are covered by a two-year legal guarantee against manufacturing defects or non-conformity.
If your product is defective or does not perform as described, you are entitled to a free repair or replacement.
If a repair or replacement is not possible or cannot be provided within a reasonable time, you may request a price reduction or a full refund.
This guarantee covers "used" goods that develop faults not caused by normal wear and tear or user negligence.
To claim under the legal guarantee, please contact service@hiley-scooter.eu with a description of the issue and supporting photos/videos.
5. Shipping Damage
If your item arrives damaged, please document the damage (photos/videos) and notify us within 7 days of receipt. This allows us to handle claims with the carrier efficiently. This notice period does not affect your statutory 14-day right of withdrawal or 2-year legal guarantee.
6. Refund Timeline
Processing: Once we receive and inspect your return, we will process your refund within 3 business days.
Payment Method: Refunds will be issued via the original payment method.
Credit/Debit Cards: It may take up to 14 business days for the bank to reflect the credit on your statement.
PayPal/Klarna: Refunds usually appear within 3 business days after approval.
7. Model Withdrawal Form
(You can copy and paste this into an email to us)
To: Hiley Customer Service (service@hiley-scooter.eu)
I hereby give notice that I withdraw from my contract of sale of the following goods: [Insert Product Name]
Ordered on: [Date] / Received on: [Date]
Name of consumer: [Your Name]
Address of consumer: [Your Address]
Date: [Today's Date]
8. Contact Information
For any questions regarding our policies, please contact our support team:
Email: service@hiley-scooter.eu
Return Processing Center: Shenzhen Honglan E-commerce Co., Ltd.
Address: Buji Street, Longgang District, Shenzhen, Guangdong Province, China
Address: Generała Mikołaja Bołtucia 8, Grodzisk Mazowiecki, Poland
(Note: Please contact us for specific European return warehouse instructions to minimize shipping costs.)