Refund policy

Order Cancellation Policy

Orders may be canceled free of charge before shipment. Once a tracking number has been issued by the carrier (such as UPS, USPS, or FedEx), or the freight carrier has picked up the order as indicated on the Bill of Lading (BOL), cancellations will be subject to round-trip shipping costs plus a 5% restocking fee.

If you wish to cancel your order, please contact us as soon as possible.

30-Day Return Window

At Zwheel, we want you to shop with confidence.

If you are not fully satisfied with your purchase, we accept returns within up to 30 days from the delivery date, depending on the product condition:

  • Unopened products: Eligible for return within 30 days of delivery.
  • Opened products: Eligible for return within 14 days of delivery, provided the scooter has been ridden for no more than 10 miles.

Return Warehouse Addresses

USA Warehouses

Southeast USA
GA-RSE1
110 Commerce Parkway
Ellabell, GA 31308
Dock #110–120

West USA
LA-WLW2
611 Reyes Dr
Walnut, CA 91789

U.S. customers must return products to the original shipping warehouse.

UK Warehouse

UNIT 14, UNION ROAD
OLDBURY, B69 3EX
United Kingdom
Tel: 07309965925

Return Processing Time

Once we receive your return request and all required information, returns are typically processed within 7–14 business days.

Return Process

  1. Complete our Service Request Form.
  2. Contact our support team at support@zwheel.com to obtain a Return Merchandise Authorization (RMA).
  3. If needed, request a return shipping label from our support team.

Please note:

  • Unauthorized returns cannot be accepted or refunded and may be forfeited.
  • Returns sent without an approved RMA may be refused.

Original Packaging Requirement

All returned scooters must be shipped in the original packaging.

If the original packaging is unavailable:

  • The buyer is fully responsible for arranging return shipping at their own expense.
  • The buyer assumes full responsibility for any damage during transit.

Even when original packaging is used, products must be properly repacked to prevent shipping damage.

Returns may be rejected or subject to deductions if items arrive damaged due to insufficient packaging. We strongly recommend keeping all original packaging materials and taking photos before shipment.

Non-Returnable Items

The following items are not eligible for return:

  • Refurbished products
  • Products ridden in heavy rain
  • Excessively dirty products
  • Products involved in collisions, crashes, or falls with visible damage affecting resale value
  • Products modified without authorization, including but not limited to:
    • Color modifications
    • Non-original parts installation
    • Electrical system modifications
    • Motor or controller upgrades
    • Frame modifications
    • Brake system modifications
    • Product engraving
  • Products purchased through authorized retailers (these must follow the retailer’s own return policy)

Return Conditions & Fees

Scooter Condition Eligible Fees & Requirements
Unopened Yes Round-trip shipping costs + 5% restocking fee
Opened but unused Yes Round-trip shipping costs + 25% restocking fee. Product must include all original packaging and accessories.
Used (10 miles or less) Yes Round-trip shipping costs + 25% restocking fee. Additional deductions may apply for damage, missing parts, or packaging issues.
Used (over 10 miles) No Scooters with more than 10 miles on the odometer are not eligible for return.

Why We Charge Restocking Fees

Restocking fees help cover:

  • Round-trip carrier shipping charges
  • Payment processing fees (typically 3%–6% per transaction)
  • Product inspection, cleaning, and repackaging
  • Resale discounts often required for returned products (typically 10%–20%)

Returned products are carefully inspected and restored to like-new condition whenever possible.

Refunds

Returned products will be inspected within three (3) business days after delivery to our warehouse.

  • If the product condition matches the approved return condition, the refund will be issued promptly.
  • If damage, missing parts, or excessive wear are found, deductions may apply.

Important notes:

  • Refunds can only be issued to the original payment method.
  • If the original payment method is no longer available, a Zwheel Gift Card will be issued instead.
  • Refunds cannot be sent to alternative accounts.

Once processed, funds typically appear within approximately 7 business days.

Shipping Damage Claims

If your order arrives damaged, please contact support@zwheel.com within three (3) days of delivery and provide:

  • A photo of the scooter dashboard showing odometer mileage
  • Close-up photos of the damaged area(s)
  • Photos of the interior foam packaging
  • Photos of the outer shipping carton

Please note:

  • Scooters that have been ridden are not eligible for shipping damage claims.
  • Used scooters returned under the return policy must have 10 miles or less and are subject to standard return deductions.
  • Claims submitted more than three (3) days after delivery cannot be processed.

Quality-Related Returns (Within 14 Days)

We stand behind the quality of every Zwheel product.

If a verified quality-related issue occurs within 14 days that affects safe or proper operation, we will work quickly to resolve the issue.

In most cases, we will:

  • Provide replacement parts free of charge
  • Repair the scooter at no cost
  • Arrange service through an authorized repair center when applicable

If the issue cannot be resolved through repair, we will provide an appropriate solution, including replacement or return when necessary.

Required Photo & Video Evidence

To request a quality-related return, buyers must:

  • Complete our Service Form
  • Provide clear photos and videos showing the issue
  • Provide a photo of the odometer mileage
  • Stop using the scooter after approval

If the odometer mileage at return exceeds the approved mileage:

  • An additional 5% fee will apply for every additional 10 miles ridden.

Shipping Costs for Quality-Related Issues

For approved returns within 14 days involving verified motor, battery, or controller defects:

  • Buyers initially pay return shipping costs.
  • Once the defect is confirmed as a manufacturing issue, Zwheel will reimburse the return shipping cost.

After 14 days:

  • Buyers are responsible for both return shipping and reshipping costs if repairs are required.

If inspection determines the issue was caused by user damage, misuse, or collision:

  • The buyer is responsible for all related costs, including shipping, repairs, and replacement parts.

Warranty

For warranty coverage details, please refer to the Zwheel 18-Month Limited Warranty.

Policy Updates

Zwheel reserves the right to modify or update this Return & Refund Policy at any time without prior notice.

Customers are responsible for reviewing the latest version of the policy before making a purchase.