Refund policy

Order Cancellation Policy 

Orders can be canceled at no cost prior to shipment. Once a tracking number is provided by the carrier (e.g., UPS, USPS, or FedEx) or the freight carrier picks up the order, as shown on the Bill of Lading (BOL), cancellations will require round-trip shipping costs + a 5% restocking fee.

Please contact us as soon as possible if you wish to cancel.

30-Day Return Window

We want you to be completely satisfied with your Zwheel purchase.

If you’re not, we offer returns within up to 30 days from the date of delivery, depending on the condition of the product.

Unopened items may be returned within 30 days.

Opened items may be returned within 14 days of delivery, as long as the scooter has been ridden for no more than 10 miles.

Return Address Information
Spain Warehouse (For All EU Customers)
Carrer de la Riera Roja, 12 08830 Sant Boi de Llobregat Barcelona, Spain
(All customers within the European Union should return goods to this address.)

UK Warehouse (For UK Customers Only)
Rexville Solutions Mill Road Distribution Centre Mill Road, Rugby CV21 1PR
United Kingdom
(Only for returns from customers within the United Kingdom.)

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

West USA
LA-WLW2 611 Reyes Dr Walnut, CA 91789
(For U.S. customers, please return the goods to the original shipping warehouse.)

Return Processing Time
After we receive the customer's return request and required information, the return will be processed within 7–14 days.

Return Process 

Complete our Service Request Form.

Contact our support team at support@zwheelstore.com to obtain a Return Authorization (RMA) and request a return shipping label if needed.

Unauthorized returns can not be accepted or refunded, and could be forfeited.

Original Packaging Is Required for Returns

The original packaging must be used when returning the scooter. If it's missing, the buyer must arrange return shipping at their own expense under all circumstances and is fully responsible for any transit damage. Even with original packaging, proper repacking is required.

Returns may be rejected or subject to a deduction if items arrive damaged due to poor packaging. We strongly recommend keeping all original materials and taking photos before shipping.

Non-Returnable Items

Refurbished products are final sale and not eligible for return.

Products that have been ridden in heavy rain are not eligible for return.

Products returned in an excessively dirty condition will not be accepted.

Products that have been involved in a collision or fall, resulting in noticeable damage that may affect resale, are not eligible for return.

Products that have been modified by the user without authorization, including but not limited to: changing the color, using non-original parts, altering the electrical system, upgrading the motor or controller, modifying the frame structure, changing the brake system, or engraving on the product — are not eligible for return.

Products purchased through an authorized retailer must follow the retailer's return policies and cannot be returned directly to Zwheel.

Return Conditions and Fees

Understanding Our Restocking Fee

Round-trip shipping is fully charged by the carrier, and payment platforms apply a 3%–6% processing fee per transaction.

Returned items often require a 10%–20% price reduction to resell.

Returned products are repackaged, cleaned, and thoroughly inspected to restore them to like-new condition.

Refunds

We will inspect the returned item within three (3) business days of delivery. If the condition matches your description, we’ll issue the refund immediately. If not, deductions will be made based on any damage or missing parts.

Please note that all refunds will be processed to the original payment account. If the original account is no longer available, we can only issue a Gift Card as a refund. We are unable to process refunds to any other accounts.

Funds should arrive in about 7 business days.

Shipping Damage Claims

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

A photo of the scooter dashboard showing the odometer mileage

Close-up photos of the damaged area(s)

Photos showing the interior foam packaging

Photos of the outer shipping box

Scooters that have been ridden are not eligible for damage claims. If you wish to return a used scooter, it must have 10 miles or less and will be subject to standard return deductions.

If the damage claim is not submitted within three (3) days from delivery, we will not be able to process the claim.

Quality-Related Returns (Within 14 Days)

We stand behind the quality of our products. If a quality-related issue occurs within 14 days that affects the scooter’s ability to function properly or poses a safety risk, we will work with you to resolve it promptly. In most cases, we provide free replacement parts or repair the scooter free of charge. This may involve returning the scooter to our facility or visiting a local service center.

Our goal is to keep you riding safely and confidently. If the issue cannot be resolved through repair, we’ll make it right — including a return or replacement if necessary.

Photographic and Video Evidence

Buyers must complete our Service Form and provide photos and videos to support the quality-related issue. If the return is approved, the buyer must also provide a photo showing the total mileage on the odometer and stop using the scooter.

If the odometer reading at the time of return differs from the approved mileage, a restocking fee will apply based on the following calculation:

For every 10 miles over the approved mileage, an additional 5% fee will be charged.

Return Shipping Costs for Quality-Related Issues

For returns within 14 days due to motor, battery, or controller failures, buyers are initially responsible for the shipping costs of returning the product. Once the issue is confirmed as a manufacturing defect, we will reimburse the return shipping costs. After 14 days, buyers are responsible for both return shipping and the cost of sending the scooter back if repair is needed.

If the damage is determined to be caused by user action (e.g., collision or misuse), the buyer will be responsible for all costs, including return shipping, repair fees, and any replacement parts.

Warranty

Please refer to the Zwheel 18-Month Limited Warranty for details regarding warranty coverage.

Policy Updates

Zwheel reserves the right to update or revise this policy at any time. It is the buyer’s responsibility to review the return policy prior to purchase.

This return policy was last updated on Oct 30, 2025.