Getzze return and refund policy

Applicable products: all products sold by Getzze

1. General return policy

We want our customers to have a safe and transparent shopping experience. This Return & Refund Policy applies to all products purchased from Getzze.

Unless otherwise stated in the brand-specific exceptions section, all products are subject to a 14-day return period starting from the date the customer receives the product.

To request a return, customers must contact customer service before sending any product back. Returns sent without prior approval may not be accepted.

2. Return period

14 days after receiving the product.

After this period, returns are generally not accepted unless required by applicable consumer protection laws or covered by a specific brand warranty/service policy.

3. Return eligibility requirements

To qualify for a return, the product must:

• Be in the same condition as when received.
• Be unused or lightly inspected only.
• Have no damage, scratches, dirt, dust, odors, or signs of misuse.
• Include all original packaging.
• Include all items originally provided, including charger, battery, keys, hardware, manuals, and accessories.

Customers must provide:

• Order number.
• Proof of purchase.
• Reason for return.
• Photos or videos when requested.

For e-bikes, the mileage/odometer condition may affect eligibility. Products showing excessive use may receive deductions or may not qualify for return.

4. Return process

To request a return:

1. Contact customer service.
2. Provide order information, return reason, and photos/videos if required.
3. Wait for return approval.
4. Follow the return instructions provided.

Products returned without authorization may be refused.

After the product arrives:

1. The warehouse/service team will inspect the product.
2. The return will be approved or rejected.
3. Any applicable deductions will be calculated.
4. The refund will be processed.

5. Defective products and quality issues

If a product has a manufacturing defect or a problem affecting normal use, customers should contact support immediately.

Depending on the issue, the company may provide:

• Technical support.
• Replacement parts.
• Repair assistance.
• Compensation.
• Product replacement.
• Refund.

Customers may be required to provide:

• Photos.
• Videos.
• Description of the problem.

The company may first attempt repair or replacement before approving a refund.

6. Damaged or incorrect orders

Customers should inspect products immediately after delivery.

If the customer receives:

• A damaged product.
• The wrong product.
• Missing important components.

The customer must contact support as soon as possible.

The company may provide:

• Replacement parts.
• Repair support.
• Replacement product.
• Refund.

Reporting deadlines may vary according to brand-specific rules.

7. Return shipping costs

Returns caused by product quality issues

If the issue is confirmed as:

• Manufacturing defect.
• Incorrect shipment.
• Shipping damage.

The company may cover return shipping costs according to the applicable brand rules.

Returns caused by customer reasons

Examples:

• Change of mind.
• No longer needed.
• Incorrect purchase.
• Personal preference.

The customer may be responsible for:

• Return shipping costs.
• Restocking fees.
• Depreciation deductions.

The exact amount depends on the brand and product condition.

8. Refund policy

Refunds are issued after:

1. The returned product is received.
2. The product is inspected.
3. The return is approved.

Refunds are sent to the original payment method.

Possible deductions include:

• Return shipping costs.
• Missing accessories.
• Damage.
• Reduced resale value.
• Restocking fees.

The refund amount depends on the product condition and applicable brand rules.

9. Exchange policy

Exchange solutions depend on the product and brand.

Possible solutions:

• Replacement parts.
• Repair.
• Product replacement.
• Return followed by a new purchase.

Brand-specific exchange rules:

• VOMO products: Customers must return the original product first and then place a new order for the replacement product.
• Other brands: Exchange or replacement may be arranged depending on the issue, product availability, and customer service evaluation.

10. Non-returnable items

Returns are generally not accepted for:

• Products purchased from unauthorized dealers.
• Products damaged by customer misuse.
• Products modified by customers.
• Second-hand purchases where the customer is not the original buyer.
• Gifts or free promotional items.
• Certain accessories and separately purchased parts.
• Special/custom orders.

11. Brand-specific exceptions

11.1 ENGWE exceptions

Product condition

• E-bike mileage below 10 km.
• Original packaging.
• All original accessories.

Non-quality returns

For personal reasons, ENGWE may deduct restocking fees and shipping costs.

Reference shipping deduction: EUR250 per e-bike.

Quality issues

• Within 14 days, free return or exchange may be available for defective products.
• A EUR150 shipping fee may not be refundable.

Cancellation

• After shipment, the order must follow the return procedure.
• Shipping deductions may apply.

11.2 OneSport exceptions

Product condition

• Product unused and undamaged.
• Original packaging.
• Complete accessories.

Used products

If the product shows signs of use, scratches, riding marks, or more than 10 km usage, OneSport may apply depreciation deductions of approximately 30%-70% depending on condition.

Return methods

• Self-shipping return.
• Pickup return where available.

11.3 DUOTTS exceptions

Product condition

• E-bike mileage below 10 km.
• Original packaging.
• All accessories included.

Personal reason returns

• Customers responsible for return shipping costs.
• If the product cannot be resold as new, a depreciation fee and restocking fee may apply.

Reference deduction: approximately EUR250.

Non-returnable

• Unauthorized dealer purchases.
• Modified products.
• Second-hand owners.
• Customer-caused damage.
• Certain accessories.

11.4 VOMO exceptions

Product condition

VOMO applies additional usage rules. Possible deductions depend on usage, mileage, and product condition.

Used product rules

• 30% restocking fee for lightly used products.
• 50% deduction for more significant use or later requests.

Returns may be refused if mileage exceeds allowed limits, the product has heavy wear, or critical components are missing.

Shipping fees

• Bikes: $300
• Wheels, motors, batteries: $50
• Other products: $35

Quality issues

• Technical support.
• Replacement parts.
• Repair assistance.
• Free replacement or return for confirmed serious defects.

11.5 AAIRSK exceptions

Product condition

• Unused condition.
• Original packaging.
• Tags where applicable.
• Proof of purchase.

EU consumer right

For EU customers, customers may have a legal right of withdrawal within 14 days according to applicable EU consumer protection laws.

Return shipping

Customer responsibility: change of mind returns and personal reasons.

Company responsibility: wrong product, defective product, and damage caused before delivery.

Refund timing

After approval, refund is processed to the original payment method. Processing may take up to approximately 10 business days.