FAQ About Hanevear

Hanevear provides free delivery service throughout the EU (FedEx or UPS is available for delivery, and door-to-door service is provided). For non-EU regions, please contact Hanevear support.

●Processing time:

Normally, processing takes 1-2 business days. We strive to process your order as quickly as possible to ensure timely delivery.

●Shipping time:

Shipping from Polish warehouse: 3~7 days

Shipping from China: 15~30 working days

Please note that these are estimated shipping times and may vary depending on your location and customs processing.

You can track your order via the link at the top and footer of our website, which offers real-time order logistics tracking. You can also check the real-time shipping status of your parcel at ‘https://www.17track.net/en’. Or contact our customer service email directly.

Please try to pay again according to the following steps:

help page: URL:https://www.hanevear-bikes.com/pages/payment

It's mentioned in the article that if your credit card is not approved, you should choose PayPal to pay for it. You don't need to register for a PayPal account.

Tips:

Step 1. Select PayPal (even if you don't have a PayPal account)

Step 2. Click on "Pay it with Debit or Credit Card"

Step 3. Continue without a PayPal account

Step 4. Fill in your credit card info and complete your order.

Hanevear assumes all responsibility for scratches, damages, etc. caused by transportation problems. Please take a photo of the damaged part and we will provide replacement, reissue and other services.

To process a return, please follow these three simple steps:

E-mail us at Linda@hanevear-ebike.com with your

1) Order number.

2) Item to return/exchange.

3) The reason you would like to return your purchase.

The more comments and feedback provided, the better we can help service you. Our customer service team will guide you through the return process and address any concerns you may have.

NOTE:To be eligible for a return, your item must be in the same condition that you received it, unworn, unused, or the e-bike must have less than 10 kilometres on display, and it must include all items that were inside the box (charger, keys, hardware, etc.) and in its original packaging. This policy ensures that we can maintain the highest quality standards for you.

We will process all refunds upon receipt and inspection of your returned merchandise. We will notify you via email of the approval or rejection of your refund. If approved, we process your refund within approximately 2 work days, and a credit will automatically be applied to your credit card or original method of payment within a few business days. We strive to make the refund process as smooth and efficient as possible.

For returns caused by the customer's own reasons (such as height, color, functional fit or finding lower-priced goods elsewhere, etc.), the above return reasons may be refused.

For details, please go to the return policy page

We recommend servicing your Hanevear electric bike at least once a year or every 1,000 km, whichever comes first. Regular maintenance, such as lubricating the chain, checking tire pressure, and tightening bolts, can help extend the life of your e-bike and ensure optimal performance.