Refund policy

Thank you for choosing Hopepeak. Before completing your purchase, please carefully read and fully understand this entire Return Policy. This policy outlines important information regarding your return rights, conditions, fee responsibilities, and related processes after purchasing a Hopepeak product.

⚠️ Please Note: By submitting an order, using, or holding a Hopepeak product, you acknowledge that you have read, understood, and agree to be bound by the terms and conditions of this Return Policy. If you do not agree with any term of this policy, please do not submit an order or use the product.

🚫 1. Order Cancellation Policy
1.1 Order Processing Time
Orders are typically processed within 1–3 business days after the order is placed. During peak seasons, holidays, or promotional periods, processing may take longer.

1.2 Cancellation Within 24 Hours
Customers may request order cancellation within 24 hours after placing an order, provided that the order has not yet been shipped.
If a customer submits a cancellation request within the 24-hour cancellation period and before the order has been shipped, the order can be canceled and a full refund will be issued to the original payment method.
Once an order has entered the picking, packing, or shipping process, cancellation may no longer be possible.
If your order is already in the picking/packing process, cancellation cannot be guaranteed. If cancellation is unsuccessful and the package is already in transit, it will be processed under our standard return procedure, and actual return shipping or carrier interception fees will apply.

1.3 Cancellation After 24 Hours or After Shipment
If a cancellation request is submitted more than 24 hours after the order was placed, or after the order has been shipped, cancellation cannot be guaranteed.
If the order has already shipped and the customer requests cancellation, refuses delivery, or requests package interception, the customer is responsible for any applicable carrier interception, return shipping, or handling fees.
If package interception is successful, the refund will be issued after the returned package is received and inspected, minus the actual return shipping and interception costs incurred.

📍 2. Address Modification
✅ Before Shipment: Free of charge.
💰 After Shipment: While we will make every effort to request an address change with the carrier, 100% modification success cannot be guaranteed. If successful, any actual carrier interception or address correction fees will apply. If unsuccessful and delivery fails, the customer will be responsible for actual return shipping costs incurred.

📦 3. Package Refusal
If you refuse to accept a delivered package without prior authorization, it will be treated as a standard return. Once we receive and inspect the returned item, your refund will be processed minus the actual return shipping costs and carrier fees incurred. Please note: You must notify us by email after refusing a package; otherwise, your refund will be delayed.

📅 4. Return Timeframes
4.1 Within 14 Days of Receipt
A full refund of the product cost will be issued, minus the actual return shipping costs incurred.
📌 Note: Returned items must be unridden, in unopened original packaging, unused, and show no signs of wear, stains, dust, odor, or other use. The item must be in its original packaging and condition as received, including all accessories included in the box (e.g., charger, keys, hardware).

4.2 After 14 Days of Receipt
Returns are not accepted; product exchanges or partial refunds may be considered. For quality-related issues such as product defects, we may offer free replacement of defective parts.

4.3 Brand New, Unused Accessories
✅ Within 7 Days of Receipt: Returns are accepted. A full refund of the product cost will be issued, minus the actual return shipping cost (minimum $15 USD).
❌ After 7 Days of Receipt: No returns or exchanges accepted.

4.4 Used or Second-Hand Products
No returns for non-quality-related issues are accepted.

🔧 5. Quality-Related Returns
5.1 Within 14 Days of Receipt
If the product arrives defective, damaged, or incorrect, Hopepeak will cover 100% of the return shipping costs, and NO restocking fees will be charged. You must report the issue to us within 14 days of receipt. You may choose:
💵 Full Refund or Free Replacement: You may choose a full refund of your order or a free replacement item. (Note: Minor outer packaging damage during transit is not considered a product defect as long as the item itself is intact; if you wish to return an undamaged product solely due to outer box wear, it will be processed under our standard 14-day return policy with actual return shipping costs applied).

5.2 After 14 Days of Receipt
Quality issues reported after 14 days of receipt are not eligible for return. We will provide repair services, replacement parts, or technical support in accordance with our Warranty Policy.

🎨 6. Minor Cosmetic Issue Handling
6.1 Definition
Returns are not accepted for minor cosmetic issues that do not affect riding safety or functionality (e.g., slightly peeling stickers, minor paint scratches, damaged packaging).

6.2 Compensation Options
Buyers may contact our customer service team to seek compensation. Depending on the specific situation, compensation may include a partial refund or complimentary accessories. The final decision will be made by our support team based on the photos or videos you provide.

📋 7. Return Process and Processing Timeframes
7.1 Obtain Return Authorization (RA)
Before returning any item, you must contact our customer service team at support@hopepeakbike.com to apply for a Return Authorization. For items returned without authorization, we reserve the right to refuse the return or charge any actual shipping costs incurred.

7.2 Information Needed Before Return
To ensure efficient processing of your return request, please confirm you meet the following return eligibility requirements:
✅ The item must be in its original, unused condition and include all original accessories and packaging.
❌ Any items that are damaged, missing accessories, or show signs of use are not eligible for return.
✅ The item must be fully functional with no defects preventing normal operation.

Please provide the following information to customer service:
🧾 Order proof of purchase and contact information.
📸 Photos or videos of the product issue.
📦 Photos of the return packaging and specific dimensions of the returned item for subsequent processing.

⚠️ Failure to provide the above information as requested will result in our inability to process your return application. Providing false information may result in penalties, and we reserve the right to pursue related legal responsibilities.

💳 8. Refund Information
8.1 Refund Method
After we receive the returned item and complete the inspection (typically 3–5 business days), we will process your refund or exchange within 1 week. Approved refunds will be issued back to the original payment method used for your order.

8.2 Credit/Posting Time
🔁 Refund to Original Payment Method: Initiated immediately after processing is complete. The actual posting time depends on your payment institution.
💳 Credit Card Refunds: May take 1–2 weeks to appear on your statement, depending on your card issuer.

8.3 Important Notes
🚚 All shipping costs incurred are non-refundable.
📦 We strongly recommend using a trackable shipping service to return items and purchasing adequate insurance. Hopepeak is not responsible for loss or damage occurring during return shipment.
🎨 Customized or personalized products are not eligible for return unless there is a quality issue.
✅ Returned items must be in original packaging, include all accessories, be unused or uninstalled (except for quality issues), and be in a condition suitable for resale.

📞 9. Contact Information
If you have any questions regarding returns or need to request a Return Authorization, please reach out to us:
📧 Email: support@hopepeakbike.com
📱 Phone: +1 (205) 846-0681
🕐 Hours: 8:00 AM – 5:00 PM (PST), Monday – Friday
📍 Return Address: 9449 8th Street, Rancho Cucamonga, CA 91730, United States
Receiver: CHA-TJQJ

Shipping Fee Policy Summary:
• If the return is due to customer preference, change of mind, or buyer error, the customer is responsible for actual return shipping fees.
• If the return is due to our error (e.g., defective, damaged, or incorrect items received), Hopepeak will bear all return shipping fees, and the consumer will not be charged any fee.

📝 Policy Interpretation & Updates: Hopepeak reserves the right of final interpretation of this Return Policy and its related terms. Hopepeak reserves the right to modify, update, or supplement the content of this policy at any time without prior notice. Please check our official website regularly for the latest version.