Refund policy

1. Order Cancellation

1.1 Cancellation Before Shipment

If your order has not yet been assigned a tracking number, you may contact service@zawes.com within 12 hours of placing the order to request cancellation. Once cancellation is confirmed, a full refund will be issued, less a 3% credit card processing fee.

Note: This fee is not paid to Zawes but is charged by the financial institution processing your online payment. This fee is waived if you request an exchange instead of a refund.

1.2 Cancellation After Shipment

If a tracking number has been assigned (even if the carrier status shows “not yet picked up”), the order is considered shipped. In this case, if you still decide to cancel or refuse delivery, you are responsible for all shipping costs (both outbound and return), even if the original order qualified for “free shipping.”

1.3 Orders That Cannot Be Cancelled

Due to our fast order processing system, once an order has been submitted to the warehouse, it cannot be cancelled. Thank you for your understanding.

2. Return Request

2.1 Request Process

All returns must be pre-approved. Please email service@zawes.com with photos of the product for review. Once your return request is approved, you will receive a ZAWES-authorized prepaid return label.

Important: Unauthorized returns will not be refunded, and any items returned without prior approval will be rejected.

2.2 Return Window

You may request a return within 14 days of receiving the product.

3. Return Conditions and Fees

3.1 New & Unopened Items

  • Condition: The product must be new, unused, and in its original condition, with all packaging, accessories, manuals, and gifts included.

  • Fees: Full refund, no restocking fee, but the following will be deducted:

    • Round-trip shipping costs

    • 15% transaction processing fee and restocking fee

3.2 Used or Opened Items

  • Condition: Returns are accepted within 14 days of purchase, provided the following requirements are met:

    • No signs of wear, stains, scratches, or other marks of use;

    • Returned in the original packaging with all accessories included;

    • For electric bicycles/off-road vehicles, the odometer reading must be below 10 miles.

  • Fees: The refund will be reduced by:

    • Round-trip shipping costs

    • 15% transaction processing fee and restocking fee

Special Note: If the product has a defect or quality issue, we will first offer to send replacement parts to resolve the issue rather than processing a return or exchange. If you still prefer an exchange, you will be responsible for the cost of shipping the original bike back to us, and we will cover the cost of shipping the replacement bike to you. Returns will not be accepted if the odometer reading exceeds 10 miles, or if the packaging or shipping box has been damaged or discarded.

3.3 Original Packaging Requirement

All returns must be made using the original packaging materials and shipping box. The bicycle must be in perfect condition, free from any wear, stains, scratches, or signs of use, and must include all items originally contained in the box (battery, charger, keys, accessories, etc.). If the packaging or shipping box is damaged or discarded, the customer forfeits the right to return the product for any reason, including product defects.

4. Return Shipping Costs

Return shipping costs are the responsibility of the customer. Shipping fees paid on the original order are non-refundable.

5. Exchange Policy

5.1 Scope

Exchange service is available only for model changes of electric bicycles/off-road vehicles.

5.2 Request Process

All exchange requests require prior email approval from the customer service team. You may contact customer service to order the desired model and return the original order separately.

5.3 Exchange Shipping Costs

Exchanges are not eligible for free shipping; all associated shipping costs are the responsibility of the customer.

6. Refunds

6.1 Refund Amount

The final refund amount will be calculated after deducting any applicable restocking fees, return shipping costs, and the credit card processing fee from the original order.

6.2 Refund Process

Once the returned product is successfully delivered and passes warehouse inspection, a refund will be issued using the original payment method. You will receive a refund confirmation email.

6.3 Bank Processing Time

Please note that your bank or credit card company may take up to 30 days to process and post the refund to your account.

7. Consumer Statutory Rights

This Return and Exchange Policy does not affect your statutory rights under the consumer protection laws of your country or region. If the product is defective, does not conform to the description, or is incorrectly delivered, you remain entitled to a free repair, replacement, or proportional refund, and Zawes will bear the return shipping costs.