Refund & Return Policy
Last Updated: June 2026
At ZonMoto, customer satisfaction is important to us. We strive to provide a transparent and fair return process while complying with applicable consumer protection laws in Europe and North America.
Please read the following policy carefully before initiating a return request.
1. Right of Withdrawal
For customers located within the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order without providing a reason, in accordance with applicable consumer protection regulations.
To qualify for a return under the withdrawal period:
- The product must be unused and in original condition.
- The product must be returned in its original packaging.
- All included accessories, manuals, chargers, tools, and promotional items must be included.
- Proof of purchase is required.
For electric scooters and e-bikes, the product should show minimal signs of use and remain in resalable condition.
2. Order Cancellation
Before Shipment
Orders may be cancelled free of charge before dispatch.
A full refund will be issued to the original payment method.
After Shipment
If an order has already been dispatched, cancellation may still be possible; however, shipping and logistics expenses already incurred may be deducted from the refund amount.
3. Non-Defective Returns
If you decide to return a product that is fully functional and free from defects:
- The return request must be submitted within the applicable return period.
- Customers are responsible for return shipping costs unless otherwise required by local law.
- Return authorization must be obtained before sending any item back.
Unauthorized returns may be refused.
To request a return, please contact:
Our support team will provide return instructions and the appropriate return location based on your region.
4. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.
Please include:
- Order number
- Description of the issue
- Photos or videos showing the problem
After verification, ZonMoto will provide an appropriate solution, which may include:
- Replacement parts
- Product replacement
- Repair assistance
- Refund where applicable
If the issue is confirmed to be covered under warranty or due to shipping damage, we will cover reasonable associated costs.
5. Refund Processing
Once the returned product has been received and inspected:
- Refunds are typically processed within 7–14 business days.
- Refunds will be issued to the original payment method.
- No restocking fees will be charged unless clearly disclosed before purchase.
Processing times may vary depending on your payment provider.
6. Non-Returnable Items
The following items are generally not eligible for return:
- Spare parts and accessories unless defective upon arrival
- Products damaged due to misuse, neglect, accidents, or unauthorized modifications
- Customized or special-order products
- Products showing excessive wear or usage beyond normal inspection purposes
7. Return Authorization Requirement
To protect both customers and our logistics operations, all returns require prior authorization from our customer service team.
Please do not return any product without receiving written return instructions from ZonMoto.
Returns sent without authorization may be delayed or refused.