RETURNS AND REFUNDS

To ensure your shopping experience at Zoellc, we offer a convenient return and refund service. You have the option to exchange, return, or request a refund within 14 days from the date of item delivery.  (as per the order tracking record)

To initiate the process, please email support@Zoellc.com and provide the following details:

  • Order number (e.g., ZE0010).
  • Item name and quantity you wish to return.
  • Reasons for returning the item(s).
  • If applicable, please attach clear and focused pictures or videos of any defects.

NOTE: We kindly request that any attached media be clear and appropriately focused. Thank you for your cooperation.

 

Once we receive your email, our team will carefully review the evidence you have provided, such as descriptions, pictures, and videos. If it is determined that the item is indeed defective, we will proceed with the return process and notify you via email.

Here is a step-by-step guide to our return procedure:

  1. We will provide you with the return warehouse address specific to your item and shipping address.
  2. You will need to pack the items securely and send us a confirmation email once they are ready for pickup.
  3. Our designated courier will collect the package from your location.
  4. Upon receiving the returned items at our warehouse, we will send you a confirmation.
  5. Our team will thoroughly examine the returned items to verify the defect.
  6. Finally, we will either send you a replacement item or arrange for a refund to be credited to your payment account within 1-3 business days.

We strive to make the return process as smooth and efficient as possible. If you have any questions or concerns, please don't hesitate to reach out to our support team.

 

It is important to be aware that we have specific conditions under which we will NOT approve a return or refund:

  1. Returns will not be accepted if requested after 14 days of receiving the item.
  2. For eligibility for a return, bikes or e-bikes must NOT be assembled.
  3. The item's box must remain sealed and unopened.
  4. The customer is responsible for covering the shipping costs for both the return and the initial delivery (the original shipping cost will be deducted from the refund).
  5. Depending on the circumstances, a restocking fee of up to 25% may be applied (this amount will be deducted from the refund).
  6. If an e-bike or bike has been officially registered in the buyer's name, it cannot be returned.
    Order Status Requirements Refund Amount
    Cancel orders WITHIN 48 hours (before dispatch) Apply within 48 hours 100% order amount
    Cancel orders OVER 48 hours 
    (before dispatch)
    		 - 95% of the order amount
    (deduct 5% processing fee)
    Dispatched but not signed
    (wrong address or other reasons)
    		 1. Reject the goods and return them immediately after receiving the goods.

    2. Warehouse inspection and quality inspection pass    		 70% of the order amount (deduct 10% return shipping fee + 15% restocking fee + 5% processing fee)
    Dispatched but not signed 1. Initiate a refund within 14 days of receipt of the goods.

    2. RMA forms are approved by E-mail    		 70% of the order amount (deduct 10% return shipping fee + 15% restocking fee + 5% order processing fee)
    Delivered 1. Initiate a refund within 14 days of receipt of the goods
    2. The bike/Ebike is Unassembled, and the box is sealed and unopened
    3. The package is sent and the photos are approved    		 80% of the order amount (deduct 15% warehouse restocking fee + 5% order processing fee)
    Note: Customer is responsible for all freight charges.

     

    Please be aware of the following guidelines regarding missing parts or accessories, as well as item exchanges:

    Missing Parts or Accessories:

    If you discover any missing parts or accessories, please submit a reshipment application within 7 days from the delivery date (subject to the order tracking record). You can send the application to support@Zoellc.com.

    After receiving your email, we will take a close look at the proof you provided, including descriptions, pictures, or videos. If it is determined that the parts are indeed missing, we will carry out the reship procedure and inform you by email.

    Please note that we will NOT approve the return/refund under the following circumstances:

    • The parts are not included as confirmed with our supplier.
    • The package weight from our warehouse indicates that there are no missing parts.

    Item Exchange:

    If you wish to exchange an item for another, you can submit an exchange application within 14 days from the delivery date (subject to the order tracking record).

    We kindly remind you that in this case, you have to send the item to our return warehouse at your own cost and risk (including any shipping fee, taxes, and duties) from the return.

    After that, please send the tracking number to support@Zoellc.com. We will re-arrange the delivery of new products for you within 1-3 business days depending on stock availability.

    Special Note About Refunds:

    The processing time for refunds is 1-2 business days after receiving the returned items. The refund time depends on the payment method:

    1. PayPal refunds may take up to 48 hours.

    2. Credit card refunds will take around 7-14 business days. The specific time depends on your credit card company and any intermediaries.

     

    We want to ensure transparency regarding our return and refund policy. If you have any questions or concerns, please feel free to reach out to our customer support team.