At Helokeep, we strive to provide a seamless and transparent shopping experience. We understand that sometimes a product may not be the perfect fit. Please review our comprehensive return guidelines below before initiating your request.

I. Non-Quality Related Returns (Change of Mind)

1. Brand-New & Unused eBikes

We accept returns for unused bikes in their original condition within 30 days of delivery.

• Eligibility: The bike must be unridden, in its original packaging, and accompanied by proof of purchase.
  
• Refund Terms:
  Within 14 Days of Delivery: Full refund of the purchase price. The customer is responsible for a $200 flat-rate return shipping fee per bike.
  
  15–30 Days After Delivery: Full refund of the purchase price. The customer is responsible for the $200 return shipping fee PLUS a 20% restocking fee (deducted from the total refund).
  

2. Used eBikes

• Within 30 Days of Delivery: Returns are accepted, but the customer is responsible for the $200 return shipping fee and a 20% restocking fee.
  
• After 30 Days: Returns or refunds for used bikes are not accepted.
  

II. Quality-Related Issues

Note: Minor cosmetic damage to non-critical components that does not affect safety or performance is not eligible for a full return. In these cases, we provide dedicated after-sales support and replacement parts.

1. Within 14 Days of Delivery

If a manufacturing defect is confirmed, you may choose:

• A full refund (no shipping or handling fees).
  
• A free exchange for a new unit (we cover all shipping costs).
  
• Verification: All quality claims are subject to inspection. If the Helokeep team determines the damage was caused by improper use or intentional impact rather than a manufacturing defect, return shipping fees will apply.
  

2. 14–30 Days After Delivery

Return eligibility is evaluated on a case-by-case basis.

• Partial return shipping fees may apply depending on the situation.
  
• Free Replacements: If any part is found to be defective or missing within 30 days, we will ship replacement parts to you free of charge.
  

3. After 30 Days

Returns and refunds are no longer available. Your product is fully protected under the Helokeep Limited Warranty Policy.

III. Parts & Accessories

• Unused Items: Returns or exchanges are accepted within 7 days of delivery. Items must be in resalable condition. The customer is responsible for round-trip shipping, restocking fees, and any applicable transaction/tax fees.
  
• Opened/Used Items: We do not accept returns or refunds for parts or accessories that have been opened or used.
  
• Helokeep Error: If we ship the wrong item or the part is defective, Helokeep will cover all associated costs.
  

IV. Minor Cosmetic Issues

E-bikes are large items and may occasionally incur minor surface marks during transit. For issues such as:

• Loose or peeling decals
  
• Minor paint chips or surface scratches We encourage customers to keep their bike and contact our support team for monetary compensation or touch-up solutions based on the severity of the issue.
  

V. How to Initiate a Return

1. Contact Us: Email support@Helokeep.com to request authorization. Returns sent without prior approval will not be accepted.
   
2. Authorization: Once approved, we will provide a prepaid return label and specific packing instructions.
   
3. Exchanges: For exchanges, the original bike must be received and inspected at our warehouse before the replacement unit is dispatched.
   
4. Processing: Refunds are typically processed within 10–15 business days after the returned item is inspected. The refund will be issued via the original payment method.

Important Notices

• Shipping Responsibility: Helokeep is not responsible for items lost in transit or for return shipments arranged by the customer independently.
  
• High-Risk Orders: To prevent fraud, orders flagged as "high-risk" may require additional verification (e.g., billing statement code). Failure to provide verification within 3 business days will result in order cancellation and a 5% non-refundable transaction fee.
  
• Scope: This policy applies exclusively to purchases made via www.helokeep.com. For purchases made through Amazon, Walmart, or eBay, please refer to the respective platform’s return policy.
  

Thank you for choosing Helokeep. We appreciate your support and look forward to getting you on the road!