Return & Refund Policy

Last updated: October 27, 2026

At ZWHEEL, we want you to shop with confidence. This Return & Refund Policy applies to products purchased directly from www.zwheel.com. Products purchased from marketplaces or independent retailers are generally handled by the original seller, without affecting any rights you may have against ZWHEEL under applicable law.

1. Our 30-Day Voluntary Return Policy

You may request a return within 30 calendar days after your order is delivered. To qualify for a voluntary change-of-mind return, the product should be complete, clean, undamaged, and in a condition appropriate for inspection and resale. Please include all supplied accessories, chargers, keys, manuals, and promotional items included with the purchase.

Opening the box and reasonably examining the scooter does not, by itself, disqualify a return. However, substantial outdoor riding, avoidable wear, accident damage, unauthorized modifications, or missing components may make a product ineligible for our voluntary return offer or result in a lawful, proportionate deduction. We do not apply a blanket mileage threshold to statutory withdrawal rights or returns for faulty goods.

Keep the original packaging where possible. If it is unavailable, please use secure, suitable packaging and follow our battery-shipping instructions. Lack of original packaging alone does not cancel statutory consumer rights.

2. How to Request a Return

1. Email support@zwheel.com within 30 days after delivery, stating your order number, item, reason for the request (optional for change-of-mind returns), and current delivery country.
2. We will provide return instructions and, where necessary, a Return Merchandise Authorization (RMA) reference, the appropriate return destination, and instructions for safely shipping a product containing a lithium-ion battery.
3. Send the item back promptly, normally within 14 days after receiving return instructions for our voluntary return offer. Statutory withdrawal deadlines prevail where applicable.
4. Retain your proof of shipment and tracking details.

Do not mail a battery-powered scooter to a warehouse address published elsewhere on this website without receiving return instructions. Addresses used for order fulfillment, customer service, and authorized returns may differ.

3. Return Shipping Costs

For a change-of-mind return under our voluntary policy, the customer is normally responsible for direct return shipping costs, unless we agree otherwise in writing or applicable law requires otherwise. The cost of returning a large or battery-powered item can be significant; before an order is placed, any legally required information about return-cost liability will be provided.

For incorrect items, items damaged in transit, or products confirmed to be defective or nonconforming, we will provide the remedy and bear return or collection costs to the extent required by applicable law. Please contact us before returning any battery-powered product so that we can arrange a permitted shipping method where needed.

We do not impose a fixed restocking fee on eligible returns. Where permitted by law, an appropriate deduction may apply for proven diminished value caused by handling beyond what is needed to establish the product's nature, characteristics, and functioning, or for damage beyond ordinary inspection. We will explain and document any deduction.

4. Order Cancellation

You may request cancellation before your order is dispatched by emailing support@zwheel.com. If cancellation is possible before shipment, we will refund the amount paid without a cancellation fee. If the item has already shipped, the relevant return or statutory cancellation rules will apply. Your statutory rights are unaffected.

5. Damaged, Incorrect, or Defective Products

Inspect your order after delivery. If you find visible shipping damage, missing components, an incorrect item, or a technical fault, contact support@zwheel.com as soon as reasonably possible with your order number and a description of the issue. Photos or a short video may help us resolve the matter, but not providing one immediately does not automatically remove a legal remedy.

For safety-related issues (including brakes, steering, batteries, controllers, or unexpected acceleration), stop riding and charging the scooter until our team provides further guidance. Do not attempt to ship a damaged or swollen lithium-ion battery without specific instructions.

Depending on the circumstances and applicable consumer law, remedies may include repair, replacement, a price reduction, or a refund. A manufacturer's limited warranty is additional to, and does not replace, mandatory consumer remedies.

6. Refund Amount and Timing

Approved refunds will normally be issued to the original payment method. We will confirm the refund amount and any lawful deduction before completion. Your bank, card issuer, or payment provider may need additional time to post the funds.

For voluntary returns outside any statutory withdrawal scheme, we aim to review the returned product and initiate an approved refund within 7 business days after receipt and inspection.

For EU/EEA and UK statutory withdrawals, the legally required refund process and deadlines take precedence. In general, qualifying consumers have 14 days after delivery to notify us of withdrawal, then a further 14 days to send goods back. We will refund without undue delay and within the applicable statutory period; where lawful, we may wait until the returned goods are received or evidence of shipment is provided, whichever is earlier. Standard outbound delivery charges will be refunded where required by law; an optional premium delivery surcharge need not be refunded to the extent permitted by law.

7. EU/EEA and UK Right of Withdrawal

For online purchases covered by the relevant law, you may withdraw from the purchase without giving a reason within 14 days after receipt of the goods. You can exercise this right by sending a clear statement to support@zwheel.com. You may use the model wording below, but you do not have to use a particular form:

I hereby notify ZWHEEL that I withdraw from my contract for the following goods: [product], ordered on [date], received on [date], order number [number], name and address [details], date [date].

You must return the goods within the legally required period after notifying us. We may deduct only amounts permitted by the law that applies to you. Nothing in this 30-day voluntary policy limits your statutory right to withdraw or your rights when goods are faulty or not as described.

8. Exchanges, Gifts, Accessories, and Promotions

If you would prefer another model, contact us and we will explain available exchange options. Refunds and exchanges for accessories are subject to the same applicable statutory rights; any product-specific hygiene or safety restrictions must be lawful and clearly disclosed before purchase.

Where a free gift or bundled promotional item formed part of your purchase, we may ask that it be returned with the purchased product. Any adjustment for an unreturned promotional item will be made only where the promotion terms disclosed at purchase and applicable law allow it.

9. Contact

Email: support@zwheel.com
Website: https://www.zwheel.com

We will provide the correct return address and battery-shipping guidance when you contact us. Nothing in this policy excludes rights that cannot legally be excluded.