Warranty&Return Policy

Warranty Region

Only applicable to United States e-bike purchases from zoonlai.com. Bikes purchased outside the Zoonlai official website shall contact their original dealer for after-sale service. All Zoonlai bike owners are entitled to contact the Zoonlai CS Team for troubleshooting service throughout the lifetime of bikes.

For clarity, we DO NOT ship to Alaska, Hawaii, Puerto Rico, or other U.S. territories.

Warranty parts will only be shipped within the continental (the lower 48 states) United States.

Warranty Start

Zoonlai warrants the Products for a limited time from the date of delivery of the original purchase against defects in materials and workmanship when used normally in accordance with Zoonlai published guidelines.

The following table outlines the timeframes and terms of service for our various components:

Item	Parts	Warranty (Months)	Terms and Conditions of Service
Structure	Frames	12	Natural deformation, open welding, desoldering fracture phenomenon, quality problems can be replaced. Self-modification, collision damage, etc. is not covered.
	Front Forks, Handlebar	12	Same as above.
Other Essential	Pedals, Saddles, Fenders, Brakes, Brake Discs, Brake Rods, Brake Levers	12	Punctures from sharp objects, collision damage, and human-caused damage are excluded from warranty coverage.
	Crank Chain Plate, Wheel Hub, Spoke, Derailleur, Freewheel, Chain, Bottom Bracket, Shock Absorber, Kickstand, Rims, Shifter	12	Same conditions as above.
Electrical Parts	Motors, Halls, Bearings, Controller, Charger, Main Harness	12	Manufacturing defects covered. Water ingress, disconnections, or human error are excluded.
	Display, Speed Control Knob, Booster, Throttle	12	Covered for defects, excludes breakage or water ingress.
	Headlights, Turn Signal Light, Taillight, Keys, Switches	12	Same coverage terms apply.
Batteries	—	12	Batteries designed to maintain up to 75% capacity for 300 charging cycles. Damage from water ingress or human error excluded.

Exclusions

This Limited Warranty does NOT cover:

Normal wear and tear parts: tires, spokes, brake pads, inner tubes, accessories, brakes.
Damage due to abuse, neglect, misuse, accident, stunt riding, or use inconsistent with intended purpose.
Damage from improper charging or use of unauthorized chargers.
Installation of third-party parts or accessories.
Any modification or tampering of components.
Lost or damaged keys or NFC cards.
All warranties void if electrical parts are repaired or modified by unauthorized persons.

Claims Process

Warranty Claims
All claims must be made through Zoonlai and submitted to contact@zoonlai.com. You can also submit a request via our online form at zoonlai.com.

Proof of purchase and photos/videos of the damaged product are required. Zoonlai will not replace any part without first seeing photo or video evidence.

Valid warranty claims made within 1 year of purchase will be processed through Zoonlai.

Note: Free components and replacement parts are covered, but installation fees are not unless authorized by our after-sales team.

Shipping Damage Claims
If shipping damage occurs, please contact contact@zoonlai.com within 14 days of delivery with photo/video proof.
Scratches on free accessories during shipping are not eligible for replacement or compensation.

Credit Card Chargebacks

If your e-bike purchase becomes subject to a chargeback and you still have possession of the bike, this Limited Warranty is invalidated until the chargeback is resolved.

Contact Us

📞 Phone: 281-236-1311
📧 Email: contact@zoonlai.com
🏢 Address: 12249 Holly Street, Riverside, CA 92509
🕘 Monday to Friday, 9 AM – 6 PM (PST)

Order Cancellation & Adjustment

We accept cancellations if the order has not been shipped. Once shipped, the order cannot be canceled.

Adjustments to product type, quantity, or shipping address are possible before shipment.
Email contact@zoonlai.com with your order number and request.

Orders process within 1–2 business days. Cancellations before shipment are free of charge.

Returns

1. For Non-Quality Issues

Return unused products within 30 days of delivery.
Buyer covers return shipping for subjective reasons (change of mind, wrong size).
Return Address: 12249 Holly Street, Riverside, CA 92509
Original outer packaging required (repackaging fee may apply).

2. For Defective, Damaged, or Incorrect Items

Contact within 30 days of delivery.
Email contact@zoonlai.com with your order number and proof of issue.
Resolution may include free replacement with free shipping or a full refund.
Packaging requirements same as above.

Refunds (If Applicable)

After receiving and inspecting your return, we will confirm approval or rejection.
Approved refunds are processed back to the original payment method within a few business days.

Partial compensation may be offered for shipping damage or delivery problems depending on circumstances.

Return & Warranty Process Checklist

Proof of purchase required.
Provide photo or video evidence of defects.
Zoonlai will document the troubleshooting process.
Defective items may need to be returned for inspection.