Frequently Asked Questions
Policies, warranty, products information, and other FAQs
Returns & Exchanges
If you are unhappy with your purchase, as long as you contact us within 30 days from the receipt of the item, we will process your return/exchange request.
We support shipping to the EU and UK Generally, orders are shipped within 1 working days of order confirmation/payment. Orders made on the weekends might experience delay.
All our products have a warranty of 12 months applicable from the date of receipt of the order or provision of it at the point of withdrawal. Feel free to contact us if you have any questions.
Pre Sale Questions
Can your Ebike be used on public roads? Do you have CE or EN 15194 certification?
Since the launch of HITWAY E Bike, We have listened to more demands from customers. From 2023, we will Launch compliant electric bicycles, which you can ride on public roads. As a result, the original pure electric mode has been removed.
All HITWAY products have CE certification. That is EN 15194 certification, the certification will be sent together with your ebike. If you need a certificate in pdf version, please contact us.
Can you ship to my country?
We have warehouses in EU and UK. Your purchase will be dispatched from our warehouse in your area. You don't have to pay customs duties and VAT. The reason why we distinguish between "EU" and "UK" options is that the inventory conditions in these two regions are different. In order to prevent you from purchasing out-of-stock products, please select the option corresponding to the region you need to deliver to.
If you are unable to purchase, please contact us.
What payment methods do you support?
We support PayPal, credit cards and Klarna.
Do you guys offer a refund or exchange?
We provide a return service within 30 days, so we recommend that you keep the outer box for a while after you receive the ebike or escooter. If you lose the outer box, you will need to repurchase the outer box.
Do you guys provide customer support during weekends / holidays?
Normally we don't provide support during weekends, except for urgent cases. In these cases, you only need to mark “Urgent” in your email, we will get back to you ASAP.
Does your Ebike come with a throttle?
Except BK29, other HITWAY Ebike models have the throttle removed, you can buy throttle according to your needs.
Is your E-bike waterproof? / Can you ride in the rain?
Our E-bike is waterproof IP54, with a certain level of waterproof, it still leaves the device susceptible to damage if faced with jets of water, or temporary or continuous immersion in water. So we recommend that you try to avoid using it in the rain and dry it in time after use.
How do I setup my ebike/escooter?
We believe the assembly of the bike is quite straightforward, and generally takes around 15-25 mins to put it together. Each bike comes with an installation guide which you can refer to, or you can refer to the installation video.
How long does it normally take to recharge?
Charging time depends on the battery capacity. Most of our E-bikes and E-scooters take less than 6 hours to charge, you can check the product manual.
Can I add a child seat?
If your e-bike comes with a rear seat, you can add a child seat.
What is the expected lifespan of the battery?
Much depends on how the battery is maintained. Under healthy conditions, batteries are rated for 800-1000 cycles. This may be reduced depending on the use and storage/care of the battery.
Keep your battery charge level between 30-80% where possible. This will greatly increase the life use of your battery unit. Do not store your battery plugged into a charger. Charging should be monitored and the battery should not be left plugged into the charger.
Do I need to charge my e-bike after receiving it?
Yes, after you have received your bike we recommend that you charge it for 5 hours. Please use the charger provided by HITWAY.