Please contact Zoom Electric Bikes at email@example.com if you have any issues with your product and we will assist you in filing a warranty claim with the manufacturer.
Zoom Electric Bikes honors the full manufacturer warranty provided by Nakto below. Please see the information below for Nakto's specific warranty policy for your item.
A 1-year warranty on all electronic parts (including battery, motor, controller, display, lights)
Apart from manufacturing defects that could be present, parts that wear due to normal use (such as tires, brake pads, chains, etc) are not included in the warranty but may be replaced on a case-by-case basis within the first 60 days. We shall not be liable if you install, operate, clean, or maintain your Ebike without following the owners' manual instructions. Misuse, abuse, alteration, and natural disasters are not included in this warranty.
Velowave Team hopes that you love your new e-bike, but we also want you to be fully satisfied. Any purchase made through Velowave may be canceled before the order is shipped. Once the order shipment will be subject to our return policy, as detailed below.
You will be responsible for paying for shipping both ways ($120+$120) and will be subject to a $50 restocking fee. We cannot change, intercept, or cancel orders that have already shipped. If you refuse delivery, we will treat your order as a return if it arrives back to us and issue a refund for the purchase price via your original payment method.
Damage due to shipping/delivery, missing items.
If you receive an order that arrives damaged, incomplete, or in need of replacement parts, contact Velowave customer care at firstname.lastname@example.org within three days of receiving the item to report the error or damage.
Missing Item(s), Wrong Item(s) or Incorrect Package Sent
Please be sure to open the parcel and carefully check the contents before signing for the package.
For any issues, please carefully follow our warranty process to minimize any delays:
- If there is an item missing, we will resend the missing item/accessory for free within the warranty period.
- If we have shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). Velowave will decide whether you need to return the wrong product or not and compensate the return shipping fee when we receive it.
For returns not due to product quality problems. We have a 14-day return policy, which means you have 14 days from the delivery date to return new and unused items after receiving your eBike to request a return. To be eligible for a return, the customer must meet the terms instructed below:
You will be responsible for paying for shipping both ways ($120+$120) and will be subject to a $50 restocking fee.
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.
1. For an e-bike that has been delivered for more than 14 days or used for more than 10 miles, we do not accept returns anymore and follow our warranty policy.
2. Used Products, batteries, special orders, sale items, and gifted orders shall not be returnable except in EXTREME cases of breakage/malfunction covered by our warranty, and then only after receipt of our approval for the return.
To initiate a return, please contact our customer service department at email@example.com. Please reach out to us with your order number. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Any warranty issues must be resolved before processing a return.