Your legal rights allow you a 14 days return policy given the products are returned unused and complete in their original packaging, packaging and accessories are in immaculate condition and no labels were removed.
Deliveries outside of Germany can not be returned for free as long the returns are not caused by us, for example if the items arrive in bad condition or are not labeled correctly so you receive not what you have ordered.
Please use our
return portal to print a DHL return label. You can of course use any carrier that you prefer as well. We will come up for the return if it is our fault that you have to return the parcel, for example in case of wrong labeled produrcts.
Yes, you can exchange goods. The new shipment will be handled as a new order and is subject to a shipping fee. Therefore we recommend to place a new order and return the unwanted goods for a refund. It is faster, easier to handle and does not cost more. Please use our
return portal.
If the order has been paid via bank transfer or PayPal we will set off the payment with the new order or refund the money to your bank or PayPal account. If the payment has been paid via credit card we will charge your card with the full
amount for your new order and refund the total amount of returned goods to your credit card so the process stays seamless.
Please do not remove any labels from the packaging or the product itself. The item must be unused and be returned in its original packaging. If you do not have the shipping box any longer please put at least paper around the original packaging or take any other box to put the original box inside. Otherwise we will have to charge you for wrong packaging as the original packaging can no longer be used.
Please use our
return portal to print a DHL return label.
No, please do not return parcels unpaid. It is always cheaper to pay for the return, the charges for unpaid return shipping are very expensive. We will accept the returns, but we will have to charge you with the complete amount which we will be charged with. Please use our
return portal to print a DHL return label.
You will find the invoice and the return information attached to the email with confirmation of shipping which also includes the tracking number. For the sake of the environment. To return your delivery please use our
return portal to print a DHL return label.
If you think that you have received a wrong or defective item please get in touch with us via
phone or via our
contact form.
You can claim a defective part
via phone or via our
contact form. Our service department will take
care of your complaint.
In case of complaint (please get in touch with us first!) please send the goods to:
HIBIKE
Abt. Service
Westerbachstraße 9
61476 Kronberg i.Ts.
Germany
If you use our
return portal you can print a DHL return label inculding the correct address.
Our main carrier DHL/Deutsche Post charges us for returns if parcels can not be delivered due to wrong address. We therefore kindly request you to pay the amount and tell us the correct address so we can reship your order.
Once we have finished dealing with your return we will inform you via email. Please note that we will not notify you separately once the return has arrived.
No, once you have mounted a part you can no longer return it as it is a used part then which we can no longer sell.
No, you can not return worn apparel as we only accept returns of unused goods.
A free item which was received as the order was a promotional order can not be exchanged. If the total order value drops below the minimum order value eligible for the free item please return the free item as well, otherwise we will have
to charge you with its current price.
If there is any product recall by a manufacturer listed in our shop we will of course inform you. Current recalls can be found at our homepage.
