Last updated: 12 September 2026
Before dispatch
If you need to cancel an order, contact support@zudimobility.com as soon as possible. We recommend submitting the request within five hours of payment because orders move quickly to fulfilment. A cancellation is effective only when confirmed by ZUDI in writing.
If fulfilment has not begun, we will cancel the order and refund the amount paid to the original payment method. If the order has already entered dispatch, we may be unable to stop or redirect it.
After dispatch or delivery
If the parcel has already shipped, please accept delivery and follow our Return & Refund Policy. Eligible EU and EEA consumers retain their statutory right to withdraw from a distance contract within 14 days after delivery. The five-hour operational window does not limit that right.
Custom and personalised products
Products made to a customer’s specifications or clearly personalised may not qualify for the statutory withdrawal right. If you request custom colours, dimensions, components, branding or another made-to-order configuration, production may begin after order confirmation and cancellation may be limited once work has started. We will identify this clearly before purchase where applicable.
Refused deliveries
Please do not refuse a shipment as a way to cancel. Once dispatched, high-value electric vehicles and lithium batteries may incur substantial carrier return charges. If a refused parcel is returned to us, documented direct transport and return costs may be deducted from any refund only where permitted by law; these costs can be up to €185 per item.
Contact
Email support@zudimobility.com and include your order number, full name and cancellation reason.