- Shipping & Returns
Shipping & Returns
We sell only very high quality bikes, should you have an issue, please contact us and we will make every effort to remedy the problem. If we can not resolve the problem to your satisfaction you may return the bike within 1 week, in the original packaging, at your expense. We will refund the original purchase price if the bike is in as new condition. Bikes with damage will be assessed on a case by case basis, any damage will be deducted from your refund.
If you are having a problem please let us know right away, as after the one week is up, the bike will not be accepted for return unless we had your complaint on file.
If there is no fault with the bike, but you decide that you do not want it for some reason, we accept returns in the original packaging, in as new condition with a 20% restocking fee within one week only. You pay the return shipping.
If your new bike does not fit, and you would like to exchange it, we can arrange for you to return the bike and get another size. You pay for return shipping only.
Returns - BC E-Bike Rebate Program
We do not accept returns from customers who participate in the BC E-Bike Rebate Program. We cannot provide you with a cash, debit refund, credit card refund, cash equivalent gift card or merchandise credit. Please make sure your decision to purchase an E-Bike is final.
Exchanges - BC E-Bike Rebate Program
If you are a customer who participated in the BC E-Bike Rebate Program and your E-Bike is in some way defective, it may only be exchanged for another E-Bike of equal value (same cost/price) or higher.
The Hilleater Galiano, and Galiano ST have a two year parts warranty that covers non wear items like the battery, controller, frame, shifter etc. It does not cover things like brake pads and tires, or damage. If you are having a problem with your bike, please contact us by email right away. We will have you describe the problem, and guide you through procedures to narrow down the possible cause.
If you bring the bike to our location we will repair it at no charge within the warranty. If you can't come to our location, we will send parts that the bike needs to be repaired, at your expense for shipping. We will help you with instructions for the repair over email. If you decide to have the bike repaired professionally, you will have to pay for the labour.
Please report any items that have not been delivered within 7 days of estimated delivery date. It must be within 21 days of non-delivery within Canada. We will contact the shipper and issue a lost item claim, given we're contacted in time, and issue a replacement order or refund for the lost item.
We'll pay the return shipping costs if there is a return that is a result of our error (you received an incorrect or defective item, etc.).
If you have received a defective item, or just have a question or concern, please Contact Us with your order number and details about the product. We endeavor to respond to emails within 24 hours.
Most of our new electric bikes ship for free to most Canadian addresses. If you are ordering extra parts, sometimes they can be packed in with the bike, and will ship at no extra charge
Batteries ship for 69.00 to 89.00 depending on size. We ship lithium batteries following Transport Canada regulations for dangerous goods.
Some batteries like the U500 replacement pack can be shipped directly from our battery supplier, saving hundreds on dangerous goods shipping. This includes Australia and the USA. Details will be on the product page.
USA Shipping for parts and accessories:
- Canada Post small packet air- Usually arrives in 10-14 days. No tracking on this economy service
- Canada Post Tracked Packet- 10 Business days, includes tracking
- Canada Post Expedited parcel- 7-8 business days, includes tracking
- Canada Post Express- 5-6 Business days, includes tracking
If you have used our automated check out, it may not have calculated the shipping properly. If there is a meaningful difference between the calculated cost that you paid, and the actual cost to ship, we will contact you.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.