Refund policy
Last updated: October 10, 2026
Return & Refund Policy
This Return & Refund Policy applies to eligible purchases made through hiqissport.com and delivered within the contiguous 48 United States. The store is operated by Zhongchi Co., Ltd. under the HiQiS brand.
We offer a 30-day return period for eligible products. Every return requires prior written approval and an RMA (Return Merchandise Authorization) number. Items returned without authorization may be refused and may not qualify for a refund.
1. Order Cancellation
Before shipment: contact support@hiqis.com as soon as possible and include your order number. An order may be canceled without a cancellation fee when the request is received before shipment and within 1–2 business days after the order was placed.
After shipment: the order can no longer be canceled or modified. Wait for delivery and request an eligible return under this Policy.
2. Return Period
Eligible return requests must be submitted within 30 calendar days after delivery. After 30 days, change-of-mind returns are generally not accepted, although an eligible manufacturing defect may still be covered by the Warranty Policy.
3. Return Eligibility
To qualify for a change-of-mind return, the product must:
- Be unused or in substantially the same condition as received.
- Be free from excessive wear, dirt, scratches, damage, odor, or other signs of use.
- Show less than 10 kilometers (approximately 6.2 miles) on the display for an electric bike or E-Moto product.
- Be securely packed in the original packaging suitable for transporting an electric vehicle and lithium battery.
- Include the battery, charger, keys, hardware, manuals, accessories, and every other item originally supplied.
- Include valid proof of purchase from hiqissport.com.
Products that exceed the mileage limit, show significant use, are incomplete, or are returned in unsuitable packaging may be rejected or subject to a reasonable deduction for loss in value, missing items, or damage, to the extent permitted by law.
4. Non-Returnable Items
The following are not eligible for a change-of-mind return unless required by law or confirmed defective:
- Products purchased from an unauthorized seller or another website.
- Products damaged by misuse, abuse, accident, improper storage, water exposure, unauthorized repair, or modification.
- Special-order, customized, or personalized products.
- Gift cards, giveaways, and free promotional products.
- Used accessories, replacement parts, consumable items, tires, tubes, brake pads, or similar wear items.
- Electric bikes or E-Moto products showing 10 kilometers (approximately 6.2 miles) or more on the display.
5. Damaged, Defective, Incorrect, or Incomplete Orders
Inspect the product and packaging promptly after delivery. If an order arrives damaged, defective, incorrect, or incomplete, contact support@hiqis.com as soon as possible and provide the order number and clear photos or videos of the product, shipping carton, shipping label, and problem. Keep all original packaging while the claim is reviewed.
We may first provide troubleshooting or replacement parts. After confirming the issue, we may offer repair assistance, replacement parts, an exchange, a replacement product, or a full or partial refund, depending on the circumstances. We cover approved return shipping when the return results from our confirmed error, covered transit damage, or a covered product defect.
6. How to Start a Return or Exchange
Email support@hiqis.com and provide:
1. The order number.
2. The purchaser’s name and email address.
3. The reason for the return or exchange.
4. Photos or videos when the item is damaged, defective, incorrect, or incomplete.
5. Any additional information reasonably required to evaluate the request.
If approved, we will provide an RMA number, packing and shipping instructions, the designated return address, and a prepaid return label when applicable. Do not send a product to our office, a warehouse, or any address shown on another website without written approval.
7. Return Packaging Requirements
The product must be securely packed in its original packaging whenever possible. Include every supplied accessory, charger, key, battery, component, manual, and item. Clearly include the order number and RMA number as instructed.
We do not cover replacement packaging for a change-of-mind return. Damage caused by inadequate return packaging may result in an appropriate deduction or rejection, to the extent permitted by law.
8. Return Shipping Label and Dispatch
When we provide a return label, the return must be dispatched within five calendar days after the label is issued. An expired or canceled label must not be used.
If you arrange return shipping with our prior written approval, use a trackable shipping service with signature confirmation, retain the receipt, and provide the carrier name and tracking number. Risk of loss for a customer-arranged return remains with the customer until the package is delivered to the approved return center.
9. Return Shipping Costs and Fees
Customer-choice returns: the customer is responsible for the actual approved return shipping cost. If we provide a prepaid return label, the exact label cost will be disclosed in writing during return authorization before the label is issued and may be deducted from the refund. Any original shipping charge paid by the customer is non-refundable except where required by law.
Our error or confirmed covered defect: we cover the approved return shipping cost when the product is defective, damaged in transit, incorrect, or incomplete because of our confirmed error.
Restocking fees: we do not charge a fixed restocking fee for an eligible product returned in the required condition with all original items and packaging. A reasonable deduction may be made for missing parts, non-original or unsuitable packaging, damage, excessive use, or reduced value, to the extent permitted by law.
We do not reimburse unapproved shipping, repair, handling, or modification costs.
10. Exchanges
Approved exchanges are subject to product availability. If the requested replacement is unavailable, we may offer an alternative product or a refund to the original payment method. Price differences may apply when the customer requests a different model or configuration.
11. Inspection and Refund Processing
After an approved return is delivered, we normally inspect it within five business days. If the return is accepted, the refund will normally be issued to the original payment method within 1–2 business days after approval.
The customer’s bank, credit-card issuer, or payment provider may require additional time to post the refund. If more than 10 business days have passed since we confirmed that a refund was issued, contact support@hiqis.com.
12. Refund Method
Approved refunds are issued to the original payment method unless otherwise agreed or required by law. We do not issue refunds to an unrelated account or a different payment method.
13. Returned Product Condition
A returned product that does not match the original order, is missing components, or is materially different from the condition disclosed during return authorization may be rejected or subject to an appropriate deduction based on the actual loss in value, to the extent permitted by law.
14. Lost or Undeliverable Packages
For a package confirmed lost or undeliverable because of a carrier or fulfillment issue, we may provide free reshipment or a refund after completing the applicable carrier investigation. Charges caused by an incorrect address, refused delivery, customer-requested redirection, failed delivery, storage, or reshipment may be the customer’s responsibility.
15. Warranty After 30 Days
Change-of-mind returns are generally not accepted after 30 days. Eligible manufacturing defects may still qualify for repair, replacement parts, or other service under the Warranty Policy. Warranty service after the return period does not automatically qualify a product for a refund.
16. Consumer Rights
This Policy does not limit any non-waivable rights or remedies available under applicable United States federal, state, or local consumer-protection law.
17. Contact Information
Website operator: Zhongchi Co., Ltd.
Brand: HiQiS
Website: hiqissport.com
Customer service email: support@hiqis.com
United States phone: +1 845 456 9414
Customer-service hours: Monday–Friday, 9:00 a.m.–6:30 p.m. Pacific Time
Office address:
RM 32, 7/F, Block D
Gee Lok Industrial Building
34 Hung To Road
Kwun Tong, Hong Kong