Refund policy

SCOOTER RETURNS

Free returns within fourteen (14) days of delivery.  To return a scooter that is not defective or damaged, you must contact ZEPHY within fourteen (14) days of your receipt of the scooter. The scooter must be free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must be in the same packaging and condition that you received it, along with all the items that were inside the packaging (charger, keys, hardware, etc.). You must receive prior authorization and a prepaid return shipping label from ZEPHY. Any warranty issues must be resolved prior to processing a return. Returns are not allowed after fourteen (14) days of the delivery date.

  1. Pre-Orders and Backorders and Pre-Order/Backorder Cancellations. Our backorder process is for scooters that have already been available but are temporarily out of stock. For all pre-orders and backorders, your credit/debit card will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship.

  2. Accessory and Replacement Parts. Any purchase of accessories or receipt of a replacement part under the Limited Warranty shall be eligible for return within thirty (30) days of receipt. Any returned accessory or replacement part must be unused, free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must be sealed and unopened in the same packaging and condition in which you received it. You will be responsible for paying for shipping both ways and will be subject to a twenty-five percent (25%) restocking fee.

  3. Non-returnable/non-refundable Items. Used Products, batteries, special orders, sale items, gift cards and gifted orders shall not be returnable except in UNIQUE cases of breakage/malfunction covered by our warranty, and only after receipt of approval for the return from ZEPHY.

  4. Refunds.

    • Any item returned with an order that used a discount code will have the entire discount code value subtracted from the refund value, whether you return one or multiple scooters.

    • Refunds will be made after the scooter is received and inspected.

  5. Please ship all approved returns using the shipping label provided during the return merchandise authorization process.

  6. A $200 restocking fee will be applied to the refund for all purchased and shipped scooter that a customer returns without unboxing or riding the scooter. This restocking fee is voided if you cancel your order before the scooter ships. 

  7. Lost items due to shipping carrier errors will be replaced with a new order.  A return due to carrier errors will result in a $200 restocking fee. 

RETURN PROCESS

Before a return can be made, it needs to be approved by ZEPHY in writing. You can contact us by email at support@zephyscooters.com.  For scooters, ZEPHY will send a return label; for accessories, the customer is responsible for arranging the shipment. For a return to be accepted packaging must be verified and approved by ZEPHY.  If the repackaging is not verified prior to shipment the return will NOT be accepted.  The below process must be followed. 

 Return Process:

  1. Request a return
  2. Verify return request accepted in writing from Zephy
  3. Packaging instructions agreed upon for return
  4. Front Wheel must be packaged separately from the scooter
  5. Packaging verified as complete by Zephy
  6. Scooter shipped back to Zephy
  7. Scooter inspected upon arrival
  8. Refund processed

Once the item(s) has been sent back, our team will inspect the item(s). Once the item(s) have passed inspection, the return will be processed, minus the applicable fees. If the item(s) does not pass inspection, it’s the customer’s responsibility to send ZEPHY a return label to retrieve their goods. Items not retrieved within 60 days of informing the customer about the failed inspection will be considered abandoned goods.

 

SCOOTER PERFORMANCE

Please note that information regarding the expected range on a single charge on one of our moped-scooters is an estimate, not a guarantee. There are many factors that contribute to actual, real-world range for an electrical moped-scooter battery such as age of the battery, temperature, level of assist, speed, payload, and terrain. Given the right conditions, it is possible to get less than the expected minimum range or greater than the expected maximum range. ZEPHY reserves the right to use substitute parts, material, or equipment of equivalent quality and value that meet ZEPHY’s strict standards).

Any alterations, modifications, or other changes made by you to a Zephy moped-scooter following your purchase which affect the safety, operation, or mechanics of the unit shall void the Limited Warranty and shall be at your sole risk of harm.

Parts & Accessories:

Parts and accessories may be returned within 30 days after purchase if in new condition, meaning unused and free from any scratches or dirt. A restocking fee of 25% will apply. Customer is responsible for arranging any shipping needed and related shipping costs.

Non-Refundable Items:

  • Items that are past 30-days of the shipping date.
  • Items that are used, dirty/damaged, or not in original packaging.
  • Batteries
  • Items sent back without prior written confirmation of return from a Zephy employee.
  • Any special/offer with terms of that sale is final.
  • Items purchased through any 3rd party other than Zephy; customers must go through point of purchase. 

Making Changes to Order

We can only make changes to orders that have not yet been shipped, we recommend calling us for immediate confirmation to ensure the change has been made before the order is shipped. To make a change we need to cancel and refund your order, and a new order has to be placed. Just give us a call at (832) 882-7060 to make any changes.

Refunds & Exchanges

After inspection of the returned item, ZEPHY will notify you if the return has been approved or provide reasons if it has been rejected. The account you used during the purchase of your order will be refunded within 5-7 business days after the return has been approved.