Support
Returns and warranty
Who pays, who decides, and how long you have.
30-day returns on rides
You may return a ride within 30 days of delivery if it has not been registered and has under 10 km on the odometer.
- Start the return from your order page (“Report a problem”); the seller supplies the return address.
- Faulty on arrival, within 30 days: the seller pays return freight and refunds the item in full.
- Change of mind: you cover return freight, and the original outbound cost is not refunded.
- Parts and accessories cannot be returned for a change of mind — only if faulty, under their warranty.
Warranty claims
Warranty runs from the seller to you, backed by the marketplace.
- Rides: 24 months frame, 12 months electrics, 6 months battery degradation beyond 30%.
- Parts: 6 months against manufacturing defects.
- Spare parts remain available for at least 24 months after a model is discontinued.
If a seller goes quiet
Escalate the claim and ZWHEEL takes over the case.
- Three business days without a seller reply hands the claim to ZWHEEL automatically.
- The amount at stake is held from the seller’s balance, so we can refund you without their sign-off.
- Repeat offenders lose listing privileges.