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Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Return Policy

Bike return/refund: We hold all bike shipments for 24-48 hours. Cancellations of bike order before they ship are eligible for a full refund. Once a bike has been shipped, a cancelation is subjected to a 15% restocking fee on the original price of the bike due to cost of shipping and for the simple reason that we cannot then resell that bike. If you want to cancel after the bike has already been received, we will verify through photos that the box have been un-opened and we will send a return shipping label. Bikes cannot be returned once the box has been opened. As soon as we receive the returned bike and re-verify that the box has not been opened, we will issue the remaining balance after the 15% restocking fee. Bikes that have been returned that have clearly been opened are only subjected to a 50% refund.

Damage during shipping: Unfortunately, some minor blemishes can occur during shipping, de-packaging and assembly. While this is uncommon, it is out of the ZOOZ company’s control. ZOOZ does not issue monetary exchanges for minor cosmetic blemishes (if you’re riding correctly, you will have more blemishes to come ;). Anything functionally incorrect or defective will be honored in accordance with our full warranty policy.

Parts: All parts orders that have been unopened are available to be returned as long as they are unopened and unused. Opened boxes are considered used products as we cannot resell them as new. A return shipping label will be issued to the purchaser at the purchaser’s expense.