Refund Policy

Effective date: November 9, 2025

Business: HAWK CYCLERY, LLC. (“Hawk Cyclery”, “we”, “us”)

Address: 830-13 A1A North #510, Ponte Vedra Beach, FL 32082, USA

Email: support@hawkcyclery.com · Phone: +1 (904) 273-7275

 

 

1) What’s covered (at a glance)

 

• E-bikes: returnable within 14 days of delivery, ≤ 10 miles of use, no damage/mods, all accessories/packaging included.

• Accessories (no battery): returnable within 30 days if unopened/unused.

• Restocking: up to 10% for rideable/open-box e-bikes; deductions for missing/damaged items.

• Return shipping: customer-paid (we can provide a discounted label); if we shipped the wrong/defective item, we cover it.

• Refund method: to original payment method after inspection; bank posting times vary.

 

This policy is published to meet Google Merchant Center’s website-level requirements to tell customers about your return and refund policy. 

 

 

2) Return windows & conditions

 

E-bikes (14 days): Eligible if the odometer shows ≤10 miles, tires and drivetrain show minimal wear, no dings/scratches/abuse, and the unit is returned in the original box with all inserts, charger, keys, toolkit, and manuals.

Accessories (30 days): Must be new, unopened, and in resalable condition.

Non-returnable items: installed parts, used consumables (tubes, brake pads), custom or clearance items, items with water damage or unauthorized modifications.

 

 

3) How to start a return

 

Email support@hawkcyclery.com with your order number, reason, and photos (full bike, odometer, and any issue). If approved, you’ll receive an RMA and instructions. Returns without an RMA may be refused.

 

 

4) Fees & deductions

 

• Return shipping: customer-paid; we can issue a label and deduct our actual carrier cost from your refund.

• Restocking (e-bikes): up to 10%; additional deductions for missing/damaged items or non-original packaging.

• Refused/undeliverable packages: refunded minus round-trip shipping and carrier return fees after inspection.

 

 

5) Refund timing

 

We typically complete inspection within 5 business days of receipt. Approved refunds are issued to the original payment method; your bank/issuer may take additional time to post the credit.

 

 

6) Exchanges

 

If you’d like a different color/model, start a return as above and place a new order. When the return is inspected and approved, we’ll refund per this policy.

 

 

7) Defective on arrival (DOA) & warranty issues

 

If your product arrives damaged or defective, contact us within 5 days of delivery with photos/video. We’ll troubleshoot and, if confirmed, repair or replace per our Limited Warranty. Your federal rights under the Magnuson-Moss Warranty Act remain in force (disclosure standards and consumer remedies for written warranties). 

 

 

8) Shipping damage or missing items

 

• Visible damage: note with the driver if possible and contact us within 48 hours with photos of the outer box, inner packaging, and product.

• Concealed damage / shortage: report within 5 days. Keep all packaging while we file a carrier claim and arrange a remedy.

 

 

9) Lithium-ion batteries (returns logistics)

 

E-bikes and packs contain hazardous materials and must ship via ground with specific labels/packaging; many carriers won’t accept improperly packed battery returns. We will provide compliant instructions/labels as needed (UN 38.3 test-summary requirement; PHMSA guidance). 

 

 

10) Cancellations & preorders

 

• Before shipment: you may cancel for a full refund.

• After shipment: treat as a return under this policy.

• Preorders/backorders: if an estimated ship date changes, we will notify you and either seek your consent to the delay or issue a prompt refund, consistent with the FTC’s Mail, Internet, or Telephone Order Merchandise Rule. 

 

 

11) If we can’t ship on time

 

When no timeframe is stated, we ship within 30 days. If we can’t meet our promise, you’ll be offered a delay option or a prompt refund as required by the FTC rule. 

 

 

12) Chargebacks & “item not received”

 

If you paid by credit card and didn’t receive the item, you may dispute the charge with your card issuer; we encourage you to contact us first so we can resolve it quickly (replacement or refund). 

 

 

13) Returns from promotions & gifts

 

• Bundles/discounts: returning part of a bundle may reduce your refund to reflect the kept items at their full price.

• Gifts: refunds go to the original payment method; if you need store credit instead, tell us during your RMA request.

 

 

14) Policy abuses

 

For fraud prevention, we may refuse returns that show signs of abuse (excessive wear, missing parts, swapped components) or that fall outside the stated windows.

 

 

15) Contact (refunds & returns)

 

HAWK CYCLERY, LLC.

830-13 A1A North #510, Ponte Vedra Beach, FL 32082, USA

support@hawkcyclery.com · +1 (904) 273-7275