Return Policy

At Hiley, we want to ensure that you're completely satisfied with your purchase. If for any reason you are not satisfied, please review our return, exchange, and refund policy below to understand how we handle returns and exchanges.

1. Purchased but Not Shipped (Cancellation)

No processing fee for orders canceled before shipping.
To cancel an order, please contact us at service@hiley-scooter.eu.

2. The Scooter Has Been Delivered (Unused)

No returns are possible after 14 days of receiving the product.
To be eligible for a return, the scooter must be unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it.
Customers are responsible for return shipping costs.
A restocking fee of up to 25% will be charged, withheld from the refund.
To start a return, please contact us at service@hiley-scooter.eu.

3. Exchange Process

To be eligible for an exchange, the electric scooter must be:

Unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it.
Exchange Process:
- Please contact us at service@hiley-scooter.eu before starting the exchange process.
- Customers are responsible for the return shipping cost of $150.
- A 15% restocking fee will be withheld from the refund.
Note: For non-quality issues, exchanges are not possible after 14 days of receiving the product.

4. Used Items

No returns are accepted for used items except in extreme cases of breakage or malfunction.
Before returning a used item, the customer must receive written approval from Hiley. Returns sent without approval will not be refunded, and the customer will be responsible for return shipping or may lose the item.
If the return is approved and passes inspection, the customer may receive an exchange, store credits, or a refund.
Upon approval, we will provide a shipping label for the return.
Notification: Once the return is sent, please notify us and provide the tracking number. Once we receive the item, we will process a replacement or refund within 3 business days (If paid via debit/credit card, the refund may take up to 14 working days).
Non-Returnable Items:
- All accessories
- Special orders
- Used items (except in extreme cases of breakage/malfunction)

5. Late or Missing Refunds

If you haven’t received your refund after 3 days of approval, please check your PayPal/Klarna account as it may take some time before the refund is posted.
For debit/credit card transactions, refunds are expected to process within 14 working days.
If you still haven’t received your refund after checking, please contact us at service@hiley-scooter.eu.

6. Shipping Damage Claims

In rare cases, items may be damaged during transit. If you receive a damaged item, please contact us with photo or video proof of the damage.
IMPORTANT: We will not accept shipping damage claims later than 7 days from the receipt of the product.

7. FAQ About Returns

Q: My item is no longer new and unused, and I believe it has failed due to a defect.

A: Please contact our customer service team for assistance at service@hiley-scooter.eu or submit your request on our website.

Q: How long will it take to receive a refund?

A: We strive to process all returns the same or next business day following receipt. Refunds will be processed to your debit/credit card or PayPal account within 3-14 working days.

Q: How will I know when you’ve received my return?

A: You will be notified via email once your return is processed.

Q: Does the Hiley return policy apply to purchases made at Hiley scooter dealers (i.e., independent local scooter/bike shops)?

A: No, each partner scooter/bike shop sets its own return and exchange policies. Please contact the place of purchase for their return policy. We do not accept returns for items purchased from independent dealers.

8. Contact Information

If you have any questions or concerns regarding our return, exchange, or refund policy, please feel free to contact us:
Email: service@hiley-scooter.eu

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