Return & Refund

At Hiboy, customer's satisfaction is always our top priority. Our dedicated Quality Control and Quality Assurance Teams will inspect your items prior to shipping. 

 

Why Hiboy?

1. Simple & efficient: Hiboy provides a straightforward warranty that is processed in the most hassle-free way possible
2. 30-Days Return Period: Any new / undamaged / unused product purchased from Hiboy may be returned for up to 30 days after the original delivery date.
3. Up to 12-month warranty: We offer 12 months for the scooter and 6 months for the battery and motor. We take care of quality-related issues with a REPLACEMENT PARTS.
4. Lifetime Technical Support: If you have any questions about your purchase, please feel free to reach us directly and we will gladly assist you! 

 

RETURN

If you are unsatisfied with your purchase, Hiboy’s return policy allows you to return the product purchased on the Authorization channel within 30 days counting from the date of receipt the delivery package.

please contact us immediately by us.support@hiboy.com for return address or return label. Customer need to responsible for the return shipping cost of the package returned by the customers themselves.

Once the returned item arrives back in Hiboy's warehouse for inspection, the refund or exchange process will begin. 

All accessories and spare scooter parts (including seats) sold on hiboy.ca can not be returned.​ 

30 Days Return Policy	Return has to include all accessories?	Yes
	Return requires original packaging?	Yes
	When do we execute the refund?	Upon receipt of the return package (if the customer returns the product to our warehouse)
	When do we execute the replacement?	Upon receipt of the return package (if the customer returns the product to our warehouse)
	Refunds for delivery costs	1. For non-defective products/No-longer needed Products, buyer is responsible for return shipping costs. We will deduct the shipping fee C$150-C$200/unit for E-scooter and C$200-C$250 for E-bike when we are making a refund. 2.For defective products, Hiboy is responsible for return shipping cost.
	Refund time limit	We will not able to accept the full refund after 30 days. The refund would be 10%-50%, it depends on the actual problem and situation. Shipping fee can not be refunded.
	Return RMA validity	30 days (from the date the RMA was created)

A Return Merchandise Authorization (RMA) must be requested from Hiboy within 30 days from the date of receipt of shipment. To request an RMA, contact Hiboy Service Team at support@hiboy.com. 

​Returns may be rejected at the customer’s cost if items do not meet the above requirements.

REFUND

Refund Terms	Quality issues	Accept exchange or return
	Receive wrong goods	Accept exchange or return
	Damaged or missing accessories	Provide photo to get the right accessories free
	The package cannot be delivered or  missing	Accept resend or refund after carrier's case opened.
	The customer cancels the order before the package is shipped	Accept full refund
	About refund difference price	1.If a lower price is available on the Hiboy website due to promotional activities, Hiboy may not refund the price difference. 2.Hiboy will not accept requests asking to refund the price difference because the customer failed (e.g., forgot to use, entered a wrong code) to use the provided coupon code before checkout. *All discounts and promotions are available during promotional periods only.
	The customer provides the wrong delivery address	The customer needs to pay an extra $50-$100 for resend
	The customer refuses to accept the package due to non-quality issues or does not want the package	We will deduct the shipping fee CAD$100-CAD$200 when we are making a refund.
	For different time periods	1. Within 30 days: we will deduct shipping fee CAD$100-CAD$200/unit when we are making a refund for non-defective products/No-longer needed Products. 2. 31-120 days: The refund would be 10%-50%, it depends on the actual problem and situation. Shipping fee can not be refunded. 3. Over 120 days: Refunds are not acceptable; We can help exchange for a refurbished one and will charge a certain balance depending on the use of the products.

 

Compensation time-frame

For returned items or items for exchange, we will need 3-6 business days upon receiving your item(s) to process the solution.

After this time, the refund time-frame is as below:

1. Paypal account refunds: Up to 48 hours
2. Credit card refunds: Between 7-14 business days

Note:

1. Express shipping cost is non-refundable.
2. We don't refund after your order has shipped out.
3. Customer should keep the box all the time or provide a similar box. Or pay extra CAD$60-CAD$100 to get a box from hiboy.
4. When not receive the refund. Please contact us we will proivde the Acquirer Reference Number (ARN) for you.
   
   While we’re sure all banks *have* these reference numbers, sometimes the frontline customer support at any given bank may not be equipped to track refunds by reference number. Cardholders that call their bank with these can have mixed experiences depending on 1) who they talk to, 2) what access that representative has, and 3) their overall persistence.
   
   Banks may also use inconsistent language to talk about these, so not everyone will recognize terms like “ARN” or “STAN”. Sometimes these may be referred to by a bank as “portfolio number,” “reference number, “numeric ID,” "retrieval reference number," "film locator," or other jargon terms unique to that bank.
   
   If still not receive any information after we provide the ARN number. We suggest customer ask a bank statement saying that they can't find the refund at all from their end using Acquirer Reference Number (ARN). Once obtained, please send the bank statement to us in order for us to investigate further.