Refund policy
Please check your plug before you order
Most returns we receive are chargers that work perfectly but have the wrong plug or voltage for the customer's battery. Before ordering, check the output voltage printed on your original charger's label (for example 42V, 54.6V or 58.8V) and the plug type (DC 2.1mm, DC 2.5mm, RCA, XLR 3-pin, Xiaomi, etc.). Not sure? Use our free Plug Checker: upload a photo of your battery and your original charger and we'll show you the SANS charger that fits. You can also email the photos to business@hmpbikes.com and we'll check for you.
Returns
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, in its original packaging, with all accessories. You'll also need the receipt or proof of purchase.
To start a return, contact us at business@hmpbikes.com with your order number and the reason for the return. If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Defective, damaged or wrong item sent: free
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please include your order number and a photo or short video of the issue. In these cases we cover return shipping and send you a replacement or a full refund.
Ordered the wrong item or changed your mind: fees apply
If the item works as described but you ordered the wrong plug or voltage, or you no longer want it, we will still accept the return. The following will be deducted from your refund:
- Return shipping label: $10.00
- Restocking fee: $5.00
- Total deducted: $15.00
Exceptions / non-returnable items
We cannot accept returns on items that are damaged, modified or missing parts due to customer use, on items requested more than 14 days after delivery, or on sale items or gift cards. Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Use the Plug Checker to make sure the new charger fits.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, and in its original packaging. You'll also need the receipt or proof of purchase. The $5 restocking fee does not apply to these cancellations; return shipping costs may be deducted from your refund.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method, minus any fees listed above, within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at business@hmpbikes.com.