Updated: Aug 11, 2025
At e-zoneX, we are committed to delivering high-quality products and excellent customer service. To protect your rights as a customer, we have created a detailed return policy. Please read the following carefully to understand our return process, conditions, and related regulations.
Before Shipment:
If your order has not yet been shipped, you may cancel it. However, a 5% processing fee will be charged. Please note that if the carrier status shows “Not Picked Up” but a tracking number has been generated, the order is considered shipped. In that case, refer to the “After Shipment” policy below.
After Shipment:
If you cancel or refuse the order after it has been shipped, you will be responsible for both the outbound and return shipping costs, even for orders with “free shipping.” Unfortunately, we cannot intercept or cancel orders that have already been processed and dispatched to the warehouse.
Important Reminder:
Do not refuse delivery of accessories or battery packs. These items will be destroyed and are not eligible for a refund.
From the date you receive your product, you have 14 days to decide whether to keep it. Within this 14-day window, you may request a return if you are not satisfied with the product or if you encounter quality issues (excluding batteries).
A. Product Condition: Returned items must be in brand-new, unused condition, free from damage or signs of human use.
B. Packaging Integrity: Returned items must include all original packaging materials, accessories, manuals, and any promotional items. Packaging for large products such as electric bikes must be intact, without damage or deformation.
C. Defective Items:
If a major defect is confirmed and proof is provided, e-zoneX will cover all return/exchange costs, including shipping. Please report the issue by emailing pictures or videos to our customer support team.
Our warranty starts on the date of delivery.
For minor defects, we will send replacement parts free of charge, with shipping covered by e-zoneX.
If the bike is repaired at a local shop, we will reimburse reasonable repair costs.
Submit a Return Request
Send your return request via the return portal on the official e-zoneX website or by emailing us at [support@ezonex.com].
Include your order number, reason for return, and your contact details.
Return Request Review
Our customer service team will review your request within 5 business days. If approved, we will send you a return authorization and the return address.
Prepare the Items
Package the items as instructed, ensuring all accessories and original packaging are included, and the product meets the return conditions above.
Choose a Return Method
You may use the return label we provide (if applicable) or arrange your own shipping. In both cases, return shipping costs are your responsibility unless otherwise stated.
Ship the Items
Ensure the products are well protected during transport to avoid damage. We recommend purchasing shipping insurance to cover loss or damage during transit.
You are responsible for the return shipping costs (excluding batteries). Shipping costs are non-refundable.
Electric bike or large accessories: €149 per item
Accessories: €25 per shipment/label
Example:
Returning two accessories in one shipment costs €25.
Returning two accessories in one shipment and another accessory in a separate shipment costs €50 total (€25 each).
If you use the return label provided by e-zoneX, the shipping cost will be deducted directly from your refund.
Once our warehouse receives and inspects the returned product and confirms it meets our return conditions, we will process your refund, deducting any applicable fees, to your original payment method.
If your refund is not visible within two business days, please contact your bank or credit card provider, as processing times vary.
For certain returned items without quality issues, a restocking fee of 10%–30% of the original purchase price may apply, depending on the type and condition of the product. This fee will be deducted directly from your refund.
Batteries – Due to DOT restrictions, purchased lithium-ion batteries cannot be returned.
Special items such as gift cards, personalized products, or custom orders.
Modified items.
Items showing scratches, paint damage, surface marks, removed display protective film, or signs of installation on accessories.
If you refuse delivery of an order or it is returned due to delivery issues, you are responsible for the return shipping costs and any restocking fees. Please contact us before refusing or returning an order so we can assist you promptly.
Check your product carefully before submitting a return request to ensure it meets the conditions above.
Maintain communication with our customer support team throughout the return process to resolve any issues quickly.
e-zoneX reserves the right to inspect returned products and deny returns that do not meet the conditions.
e-zoneX reserves the right to update this return policy at any time. Updates will be published on our official website and will take effect immediately upon posting.
We offer multiple secure and convenient payment options to enhance your shopping experience.
e-zoneX accepts PayPal, Debit & Credit Cards, Google Pay, Apple Pay, and Klarna.
Credit & Debit Cards – We accept all major cards, including Visa, MasterCard, Discover, American Express, Diners Club, JCB, and Maestro.
Apple Pay & Google Pay – Quick and seamless payments directly from your mobile device.
Fill Your Cart
After selecting your desired products, click the “Cart” icon to review your order. Make sure all items, quantities, and totals are correct.
Proceed to Checkout
Once your cart is confirmed, click the “Checkout” button to continue to the payment page.
Login or Guest Checkout
If you already have an e-zoneX account, log in with your details. New customers can check out as a guest or create an account for faster checkout in the future.
Shipping Information
Enter your shipping details, including full name, address, city, postal code, and phone number. Please ensure the information is correct to avoid delivery delays.
Payment Information
Select your preferred payment method from the available options and enter the required details.
Order Review
Before placing your order, carefully review the items, shipping details, and total cost. If everything looks correct, click “Confirm Order.”
Payment Authorization
Your payment will be securely processed. You may be redirected to a trusted third-party provider for verification. Once your payment is successfully authorized, you will receive a confirmation email with your order details.
Order Processing & Shipping
After your payment is confirmed, your order will be processed and shipped via your selected method. You will receive a tracking number to follow your delivery status.
e-zoneX only charges the total order amount. If you choose Klarna and spread payments over more than 3 monthly installments, Klarna may charge interest or fees. Your rate is based on creditworthiness and eligibility.
For example, a purchase of €1,099 could cost €41.48 per month over 6 months with an interest rate of 13.6%.
Some plans may require a down payment.
1. Credit Card Declined – "Transaction Not Completed"
Cause: Your bank may have flagged the transaction as high-risk, especially for international orders.
Solution: Contact your bank to authorize the payment and ensure online transactions are enabled.
2. Credit Card Declined – 3D Secure Authentication Failed
Cause: 3D Secure authentication may not be activated on your card.
Solution: Contact your bank to enable this feature or try another card.
3. Duplicate Payment Error
Cause: Leaving the verification page and retrying may trigger duplicate transaction blocks.
Solution: Complete the process without refreshing the payment page.
4. PayPal Payment Failed
Cause: Some PayPal Credit transactions may not be supported.
Solution: Use your PayPal balance or a linked debit/credit card to complete payment.
All transactions on e-zoneX are processed in EUR. If you pay with a card in another currency, your bank may apply exchange fees or additional charges. Please contact your card issuer for details.
Secure Transactions – All payments on e-zoneX are handled by trusted third-party providers with encryption and fraud protection.
Privacy Protection – We do not store credit card details, keeping your personal data safe.
Checkout Protection – Our checkout is secured with 128-bit SSL encryption, the industry standard, for a safe and seamless shopping experience.
Shop with confidence – your payment details are always protected at e-zoneX!
