Last updated: 12 September 2026
Order cancellation before dispatch
Contact support@zudimobility.com as quickly as possible if you wish to cancel. We recommend requesting cancellation within five hours of payment because fulfilment may begin immediately. A cancellation is complete only when confirmed by ZUDI in writing. This operational window does not limit any statutory withdrawal right that applies after delivery.
14-day right of withdrawal
If you are an eligible EU or EEA consumer buying at a distance, you may withdraw from the purchase without giving a reason within 14 days after you, or a person designated by you other than the carrier, receives the goods. For an order delivered in several parts, the period begins when the last part is received.
To exercise this right, send an unequivocal statement to support@zudimobility.com before the deadline. Include your name, order number, product and date received. You may use your own wording.
After notifying us, return the goods within 14 days. You are responsible only for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.
Return condition
Keep the product, manuals, accessories, keys, charger and original protective packaging together. Do not ride outdoors, register, modify, damage or extensively use a product you intend to return. Reasonable indoor inspection is permitted. Missing parts or avoidable damage may reduce the refund where allowed by law.
Return transport
For a change-of-mind withdrawal, the customer bears the direct cost of return transport where this was disclosed before purchase. E-bikes, scooters and lithium batteries cannot normally be returned by ordinary post and may require a designated carrier. Contact us for authorisation and instructions before shipping. Do not send returns to the Poland fulfilment warehouse unless ZUDI gives that address in writing for your case.
ZUDI does not impose an arbitrary restocking fee for exercising a statutory right. Documented costs or diminished value may be deducted only where permitted by applicable law.
Defective, damaged or incorrect goods
If an item is defective, damaged in transit or not what you ordered, contact us with the order number, serial number and clear photographs or video. For a valid lack-of-conformity claim, ZUDI will provide the remedies and bear the necessary return or repair costs required by law. Remedies may include repair, replacement, price reduction or refund depending on the circumstances.
Refund timing
For an eligible withdrawal, we will refund payments received, including the least expensive standard delivery method offered, no later than 14 days after being informed of your decision. We may withhold reimbursement until the goods are returned or you provide evidence that they were sent back, whichever occurs first. Refunds are issued to the original payment method unless another method is expressly agreed.
Exceptions
The statutory withdrawal right may not apply to goods made to your specifications or clearly personalised, including custom colours, dimensions, components or branding, where the legal exception applies and was disclosed before purchase. It also does not cover sealed hygiene goods after unsealing or other statutory exceptions.
Refused deliveries
Please do not refuse delivery as a substitute for an authorised return. If a refused parcel is returned, documented direct transport and return costs may be deducted from the refund where legally permitted; for oversized electric vehicles these costs can be up to €185 per item.
Contact
ZUDI Mobility
Largo de São Pedro 46, 8000-147 Faro, Portugal
support@zudimobility.com
+351 961 935 759