Return Policy

E-bike Return Eligibility:

  • Must return within 7 days of receiving bike
  • Open Box bikes are not eligible for return
  • The bike must be unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it
  • Original box must be sealed, professionally packed and strapped before reshipping
  • Customer pays $175 return shipping fee (this is withheld from refund) or $50 drop off fee if delivered directly to our Austin warehouse
  • Subject to up to a 20% administration fee (this is withheld from refund)

Purchased, but not shipped:

  • Subject to a 10% administration fee (for pre-orders as well as in-stock items) that have not been shipped. Please notify us as early as possible info@zugo.bike

Accessory/replacement part orders:

  • No returns after 30 days of receiving
  • To be eligible for a return, the item must be unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it
  • Subject to a 20% administration fee
  • Customer pays shipping both ways

Used items:

  • No returns, except in rare cases of manufacturer breakage / malfunction

Non-returnable items:

  • Batteries
  • Special orders
  • Sale items
  • Gift cards
  • Gifted orders

Shipping Insurance:

ZuGo Bike offers optional shipping insurance to safeguard your order against any damages, errors, or lost packages during transit. Please note that our standard 1-year product warranty applies only to manufacturing defects and does not cover shipping-related issues.

Without shipping insurance, ZuGo Bike is not responsible for any loss or damage that occurs during delivery. To ensure protection, shipping insurance is pre-selected in your cart, with costs ranging from $20 to $100 based on the size, weight, location, courier, and order value. Customers have the option to remove this insurance from their cart if they choose not to opt for it.

What Shipping Insurance Covers:

  • Lost or stolen packages during transit
  • Damage to the product during shipping
  • Errors in delivery due to mishandling by the courier

Defective Equipment

Before a return is sent, the customer MUST have written approval from ZUGO BIKE. If a customer sends a return without the written consent of ZUGO BIKE a refund will NOT be issued and the customer will have to pay shipping to get the item returned, or, sacrifice the item.

If your approved return passes our inspection, you may receive an exchange, store credit, or a refund. Please address your return to:

ZUGO BIKE c/o Return
Order: #[OrderNumber]
Seko 5501 Mid Cities Parkway Suite 500,
Schertz, TX 78154

Please give us a heads up after you send your return by emailing info@zugo.bike. If possible, please provide a tracking number.

If non-returnable items are returned without authorization from our Customer Happiness Team team, they will be returned to the customer immediately and customer will be notified. Restocking fees may apply to unauthorized returns.