Return/Refund Policy
Return/Refund Policy
Thank you for shopping at Zenar Bike! We are committed to ensuring your satisfaction. If you need to cancel your order, return an item, or exchange an item, please review our policy below and call us toll free at 888-853-5190 with details (leave a message with call-back number if no answer) and/or email us at returns@zenarbike.com
Order Cancellation:
Please contact us as soon as possible so that we may instigate a cancellation before your order ships. You can cancel your order before it has shipped and receive a 100% refund of the amount paid. If the order has already shipped but not received by the customer, the customer will be responsible for all incurred shipping charges (both outbound and return shipping) to bring the item back to our facility.
Refund Processing Time:
Refunds are typically processed within 3-5 business days upon approval, after we receive the returned item. Please note that the time it takes for your refund to appear in your account can vary depending on your bank or credit card issuer.
Returns & Exchanges:
Customers are allowed to return items within 30 days of receiving their shipment for the following reasons:
1. Received Wrong Items:
- If you receive an incorrect item, you may exchange it or return it for a full refund at no cost. Zenar Bike will pay for shipping costs.
2. Damaged, Defective, or Missing Accessories:
- If your shipment includes damaged or missing accessories, we will send a replacement(s) for the damaged or missing accessories to the same address free of charge. If Zenar Bike requests return of the damaged accessory, we will cover return shipping charges.
3. Defective Issue Refund:
- For defective parts, you can return or exchange the item(s) free of charge. Zenar Bike will pay for all return shipping costs.
4. Non-Quality Issue Refund:
- Unused items can be returned within 30 days of receipt. However, a restocking fee of 30% of the purchase price will be charged to the customer, along with the cost of return shipping.
5. Used Ebike Refund:
- Ebikes in used condition may be returned within 30 days of receipt, provided they are not damaged and have less than 25 miles on the odometer. The customer will be charged a 70% return shipping and restocking fee of the purchase price.
Return Process:
To initiate a cancellation, return, or exchange, please contact our customer service team by email at returns@zenarbike.com or by phone at (888) 853-5910 with your order number and the reason for the cancellation, return or exchange. For returns and exchanges, we will provide you with an return authorization and instructions on how to proceed.
We reserve the right to update this policy at any time, so please review it periodically. Thank you for choosing Zenar Bike!
