Hisent® Return, Refund & Order Cancellation Policy

This Return, Refund & Order Cancellation Policy (“Policy”) is provided by JPGG LIMITED, doing business as Hisent® (“Hisent,” “we,” “us,” or “our”).

This Policy applies to products purchased directly from hisentbike.com. Products purchased from an authorized third-party retailer must be returned through that retailer under its applicable return policy. Nothing in this Policy limits any non-waivable rights available under applicable consumer protection laws.

1. Order Cancellation Before Shipment

You may request cancellation before your order has shipped by contacting support@hisentbike.com.

If the order has not entered shipment, cancellation is free of charge and payment will be refunded to the original payment method.

We will make reasonable efforts to process requests promptly, but cancellation is not guaranteed once an order has entered fulfillment, received a tracking number, or been collected by the carrier.

2. Cancellation After Shipment or Refused Delivery

Once an order has shipped, it can no longer be cancelled as an unshipped order and will be handled as a return under this Policy.

If delivery is refused without prior written authorization, carrier interception, refusal, storage, and return charges may be deducted from the refund. Contact Hisent before refusing a shipment whenever possible.

3. 15-Day Return Window for E-Bikes

You may request a return of an eligible e-bike within 15 calendar days after delivery. The request must be emailed to support@hisentbike.com within that period.

After receiving written authorization, hand the return to the approved carrier within 7 calendar days, unless Hisent provides a different deadline in writing.

For a non-quality-related return, the e-bike must:

• Have fewer than 10 total miles on the odometer.
• Be free from dirt, wear, scratches, dents, damage, or signs of regular use.
• Include the original battery, charger, keys, tools, hardware, manuals, and standard factory accessories.
• Be returned in the original shipping box with the original protective packaging.
• Not have been disassembled, modified, altered, or repaired.

Approved non-quality-related returns are subject to:

• A 10% restocking fee, calculated from the e-bike purchase price after discounts and before tax.
• Actual outbound and return shipping costs, typically $100–$150 per e-bike in total.

These amounts will be disclosed before the return is authorized and may be deducted from the refund.

4. Defective, Incorrect, Missing, or Transit-Damaged Products

If an item arrives with a suspected manufacturing defect, is materially damaged in transit, is incorrect, or is missing essential components, contact support@hisentbike.com as soon as possible.

Transit damage should preferably be reported within 7 calendar days after delivery. Prompt reporting helps verify the carrier claim but does not waive rights that cannot legally be waived.

Provide evidence reasonably available to you, such as photos of the carton, shipping label and packaging; photos or video of the product; the order number, model and serial number; and diagnostic information or a clear description. Photos or video are helpful but are not the sole required proof when an issue cannot reasonably be shown visually.

Minor damage to the outer carton alone does not qualify when the product is complete and functions normally. Minor cosmetic marks will be reviewed individually based on their nature, location, and effect on value or intended use.

Issues reported after the 15-day return period are handled under the Hisent Limited Manufacturer Warranty.

5. Exchanges and Order Modifications

Before Shipment

Contact support@hisentbike.com to request a model, color, quantity, or address change. We will try to make the change but cannot guarantee changes after fulfillment has begun.

After Shipment

Once the order has shipped, modifications are not guaranteed. After delivery, a non-quality exchange is treated as a non-quality return followed by a new order. The customer is responsible for the restocking fee, shipping costs, and any price difference.

6. Non-Returnable Items

The following are final sale and not eligible for a preference-based return:

• Products purchased from an unauthorized reseller.
• Special-order or customized products clearly identified as final sale before purchase.
• Giveaways, complimentary promotional items, and free gifts.
• Standalone accessories and replacement parts, including fenders, bags, helmets, controllers, phone mounts, air compressors, covers, locks, mirrors, batteries, chargers, and similar items.
• Products damaged through misuse, accident, unauthorized modification, incorrect installation, or normal wear.

Final-sale status does not apply when Hisent shipped the wrong item, the item was materially damaged in transit, or the item has a verified manufacturing defect. Statutory rights remain unaffected.

7. Return Authorization and Shipping

All returns require prior written authorization. Do not send a product to an address shown on the website or a shipping label unless Hisent has specifically authorized that address for the return.

After approval, Hisent will provide a return authorization or case reference, approved return address, packing instructions, required carrier or shipping method, and the estimated shipping charge when the customer is responsible.

Returns sent without authorization may be delayed, rejected, or subject to additional carrier and handling costs.

If Hisent authorizes a self-arranged return, use a trackable service with signature confirmation and adequate insurance. The customer is responsible for loss or damage during a self-arranged return, except where prohibited by law.

8. Inspection and Refunds

After an authorized return reaches the designated facility, Hisent will normally complete inspection within 3–5 business days.

If approved, Hisent will initiate the refund to the original payment method within 5 business days. The bank, card issuer, or payment provider may require an additional 3–10 business days to post the credit.

The refund may include the eligible purchase price after discounts and applicable refundable tax, less any disclosed restocking fee and customer-responsible outbound, return, interception, refusal, or carrier charges.

Expedited shipping and optional service charges are non-refundable for non-quality returns. Approved shipping charges will not be deducted when the return results from a confirmed Hisent error, qualifying defect, or material transit damage.

If a returned product does not meet the approved conditions, Hisent will explain the inspection result and available options before further action. The customer may be responsible for shipping the product back.

9. Refund Method and Promotions

Refunds are issued to the original payment method and cannot be redirected to another person or account unless required by the payment provider or law.

For bundles, gifts-with-purchase, or promotions, all required components and promotional gifts must be returned. Where permitted by law and disclosed in the promotion terms, the advertised value of missing items may be deducted.

Coupons and promotional discounts are not redeemable for cash.

10. Contact Information