Return Policy
At Zygenair, we stand behind the craftsmanship and performance of our mobility solutions. We want you to feel entirely confident in your purchase. This Return & Refund Policy outlines the terms, eligible conditions, and simple steps for returns, cancellations, and refunds.
ORDER CANCELLATION POLICY
Before Dispatch: You may cancel your order for a 100% full refund at any time prior to shipment.
After Dispatch: Once your order has been handed over to the carrier and dispatched from our warehouse, it cannot be canceled. In this event, please follow our standard return process upon delivery.
30-DAY PEACE OF MIND RETURN GUARANTEE
We offer a 30-day return window starting from the official carrier delivery date. To be eligible for a return, the product must meet the following criteria:
Condition: The motorized mobility equipment must be in clean, like-new physical condition with less than 1 mile logged on the odometer.
Packaging & Accessories: All original components, including the battery, charger, toolkits, user manuals, and protective packaging materials, must be completely intact.
Proof of Purchase: A valid order number or proof of purchase is required.
RETURN SHIPPING FEES & RESTOCKING FEES
Defective, Damaged, Incorrect, damaged due to non-human factors Items: If your product arrives damaged or incorrect due to our error, Zygenair covers 100% of the return freight costs and will issue a prepaid return shipping label or arrange a free replacement.
Buyer’s Remorse or Incorrect Fit: If you choose to return an item due to personal preference, change of mind, or incorrect sizing, you will be responsible for the return freight shipping fees. No restocking fees are charged for returned products that meet our return eligibility conditions.
RETURN PROCESS & ADDRESS
To initiate a return, please contact our Mobility Specialist Support Team before sending any items back. Unsolicited returns sent without prior Authorization (RMA) will not be accepted.
Step 1: Submit a return request to support@zygenair.com with your Order ID and photo/video proof (if claiming damage).
Step 2: Once approved, you will receive your Return Merchandise Authorization (RMA) number and specific warehouse routing instructions.
Step 3: Securely pack the item in its original box and ship it to our regional logistics facility:
Authorized US Return Center:
Attn: Zygenair Mobility Support Dept (RMA Center)
Address: 1720 Hayden Dr, STE 140, Dock 4, Carrollton, TX 75006, United States
Customer Care Line: +44 7536136029 (Mon-Fri, 9:00 AM - 5:00 PM)
REFUND PROCESSING TIMELINE
Inspection: Once your return is delivered to our US warehouse, our technical team will inspect the item within 2–4 business days.
Approval & Credit: Upon inspection approval, your refund will be processed back to your original payment method.
Posting Time: Credit card processing typically takes 3–10 business days depending on your issuing bank. You will receive an automated email confirmation once the credit has been initiated.
CONTACT US
For any questions regarding returns, refunds, or technical assistance, please reach out to us:
Official Email: support@zygenair.com (Response within 24 business hours)
Customer Care Line: +44 7536136029 (Mon-Fri, 9:00 AM - 5:00 PM)
Company Name: Hong Kong Zhenkangcheng Trading Co., Limited