Refund policy

Return & Refund Policy - DZMAX


Effective Date: January 1, 2026

Return & Exchange General Notes


Please retain the original product packaging in good condition to facilitate any potential return process. If you are not completely satisfied with your purchase, our customer support team is ready to assist you with the relevant procedures.

1. Pre-Sale Refunds


During the pre-sale period, customers are entitled to a full refund at any time prior to shipment. To initiate a pre-sale refund request, please send an email to support@dzmax.com with your complete order details (order number, name, and payment information).

2. Returns Due to Quality Issues


If you discover a product quality defect within 14 calendar days of receiving your order, you are eligible for two solutions:

  • A full refund of the purchase price
  • A one-time free product replacement (no restocking fee or shipping fee for the replacement unit)

To apply, please contact support@dzmax.com to provide proof of quality issues (photos/videos) and order details.

3. In-Stock Sale Refunds & Returns


3.1 Within 14 Calendar Days – Unused Items


Returns are accepted for brand-new, unused products within 14 days of delivery.

  • Requirement: The product must be in its original condition, with all parts, accessories, and packaging intact.
  • Cost Responsibility: The customer is responsible for all return shipping costs.

3.2 Within 14 Calendar Days – Used Items


If the product has been used but meets return requirements (no artificial damage affecting inspection), a 20% restocking fee of the item’s purchase price will be deducted from the refund amount.

  • Cost Responsibility: The customer is responsible for all return shipping costs.

3.3 After 14 Calendar Days – Non-Quality Issues


Returns are not accepted for products delivered over 14 days ago, or used products with obvious wear and damage (unless proven to have quality defects).

  • For non-quality issues, we will only provide warranty service or paid repair services as per our after-sales terms.

4. Return Process Steps


  1. Obtain Return Approval: Contact support@dzmax.com to submit a return request. Written approval from DZMAX is required before sending the product back.
  2. Package the Product: Ship the item in its original packaging (ensure packaging is secure to avoid transit damage).
  3. Affix Return Label: Use the return address label provided by our team. Ensure the product is delivered to our warehouse within 14 days of your return request approval.
  4. Track Your Shipment: Use a trackable shipping service and email the tracking number to support@dzmax.com. Retain your proof of postage until the refund is confirmed.
  5. Inspection & Refund: Once we receive and inspect the product, the after-sales team will verify its condition. If approved, the refund will be processed within 2 business days.

5. Eligible Conditions for Returns


✅ Within 14 natural days from 0:00 of the day after delivery (based on logistics signing date).

✅ Product packaging, accessories, gifts, and user manuals are complete and undamaged.

✅ No artificial damage; the product has not been installed on equipment (e.g., bikes) and does not affect secondary sales.

✅ Proven quality issues are identified within the 14-day window.

6. Non-Eligible Conditions for Returns


× Returns requested after 14 calendar days from the day after delivery.

× Returned items are incomplete (missing parts, packaging, or accessories) or have artificial appearance damage.

× Damage caused by non-product quality issues: collisions, unauthorized modifications, contact with foreign objects (water, oil, sand, etc.), incorrect installation, or failure to follow user manual instructions.

× Labels, serial numbers, waterproof marks, or anti-counterfeiting marks are torn, altered, or removed.

× Product damage caused by unavoidable external factors (fire, flood, lightning, traffic accidents, etc.).

× Products with usage problems confirmed by our quality control department to be caused by improper operation.

7. Order Cancellations & Modifications


7.1 Before Shipment


  • Order cancellations, address changes, product substitutions, or exchanges are allowed free of charge.
  • Contact support@dzmax.com immediately with your order number to process the request.

7.2 After Shipment


  • Orders cannot be modified or canceled once shipped.
  • If you refuse delivery and the package is returned to our warehouse, it will be treated as a regular return. The refund will be issued to your original payment method, minus the original shipping cost.

8. Refund Processing


  1. After successful inspection of the returned product, we will notify you of the refund approval via email.
  2. The refund will be credited to your original payment method within 2 business days of approval.
  3. If you do not receive the refund within the timeframe, please first check with your bank or payment provider (processing times vary by institution). If the issue persists, contact support@dzmax.com.

9. Additional Notes


  • All returned products must include original accessories and packaging. A repackaging fee will be deducted from the refund if the original packaging is missing.
  • Ensure return package dimensions comply with carrier size limits to avoid additional penalties (the penalty cost will be borne by the customer).
  • Always contact support@dzmax.com before sending back any products to avoid unapproved returns being rejected.

10. Contact Us


For any questions regarding this return & refund policy or after-sales support:

  • Email: support@dzmax.com
  • Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (PST)