Returns & Warranty Policy

1. Returns

1.1 If you buy as a consumer (not for business, trade or profession), you may return your bike within 14 days of collecting it, without giving a reason.

1.2 You may also cancel a pre-order at any time before you collect the bike. We refund everything you paid, including the booking deposit.

1.3 The bike should be in the condition you received it: complete with charger, keys and accessories, in its original packaging, with proof of purchase. Please keep the packaging for the 14 days.

1.4 To return the bike, tell us within the 14 days. Contact your Zoomo store or hello.uk@ridezoomo.com, and include your name, order email and, if we ask, photos of the bike in its packaging. Please do not send it back before we confirm how to return it.

1.5 We will tell you how to return the bike (for example in person at your store or by courier). Return it within 14 days of telling us you want to return it.

1.6 You pay the cost of returning the bike. Ask your store about handing it back in person.

1.7 We refund you within 14 days of getting the bike back, or of you showing you have sent it, whichever is earlier. We refund to the payment method you used, at no charge. We may check the bike for damage, wear, dirt or missing parts and reduce the refund by any loss in value caused by handling beyond what is needed to check it.

2. Damaged or wrong item

Please check your bike when you collect it. If it is damaged, faulty or not what you ordered, tell your store straight away so we can put it right. This does not limit your legal rights.

3. Exchanges

To get a different bike, return the one you have and place a new order once the return is accepted.

4. Warranty

4.1 Zoomo provides a warranty against defects in materials and workmanship, under normal use, on bikes and accessories bought from this page or from a Zoomo store in the UK, the EU, the EEA and Switzerland.

4.2 This warranty is in addition to your legal rights and does not reduce them.

4.3 It applies to the frame, motor, controller, sensor, battery and other parts that do not wear out. Parts that wear have shorter cover (see 5).

4.4 Please use and look after the bike reasonably: follow the manual for maintenance, storage and charging. We may refuse a claim caused by poor maintenance or misuse.

5. Warranty periods

The period starts on the date of your purchase invoice. A repair or replacement does not restart or extend it.

6. What the warranty does not cover

• Consumables and parts that wear out, outside the periods above (for example inner tubes, brake pads, tyres, grips, chain).

• Damage from misuse or abuse: commercial use, stunt riding, improper storage, water damage such as pressure washing or submersion.

• Damage from changes made without us: non-approved parts, wrong assembly, software changes.

• Damage from outside events: accidents, theft, extreme weather, power surges.

• Batteries: normal ageing (capacity at or below 60% after 500 full charge cycles or 2 years, whichever comes first); damage from chargers we have not approved; use or storage outside the safe temperature range (use 0 to 30 °C, store -20 to 45 °C); long storage fully charged or fully empty.

• Second-hand bikes: covered only with proof of the original purchase, and for no more than 1 year.

7. What we do about a covered defect

We will repair the part or bike, replace it with one of equal or greater value, or, if neither is practical, refund you up to the price paid, less fair depreciation. We decide based on the fault, parts availability, age and safety. Replacement parts may be new or refurbished; refurbished batteries keep at least 80% of their original capacity. Replaced parts become Zoomo’s property. Accessories you bought separately are not refunded with the bike.

8. Making a claim

1. Contact your Zoomo store, or hello.uk@ridezoomo.com, with proof of purchase, a description of the problem and photos or video if you can.

2. For your safety, stop riding the bike until we have looked at it.

3. We may guide you through a simple fix, send you to a Zoomo service point, or collect the bike for inspection.

4. Please check with us before having the bike repaired elsewhere. We do not cover damage caused by repairs we have not agreed, and we cannot reimburse repairs done without asking first.

After the warranty ends we may still repair the bike for a fee, subject to parts and feasibility.

9. Your legal rights in the United Kingdom

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. You have a short-term right to reject faulty goods within 30 days; after that you are entitled to repair or replacement and, if that fails, a price reduction or refund. Nothing in this policy limits these rights, or our liability for death or personal injury caused by negligence.