We want you to be happy with your wheels. This page explains your right to change your mind, what happens if something is wrong, and how to send wheels back. None of it affects your statutory rights as a consumer.
In short: you have 14 days from delivery to change your mind on wheels built to our standard specifications. Send them back unused and we will refund you in full, including standard delivery. Faulty wheels are covered by your legal rights and our five-year warranty.
Changing your mind
If you bought as a consumer, you can cancel your order for any reason within 14 days of the day your wheels are delivered. This applies to wheels built from the options on our product pages, including your choice of hub and freehub.
To cancel, email hello@zolla.cc with your name and order number and tell us you want to cancel. You then have a further 14 days to send the wheels back to us.
Condition
You are welcome to inspect your wheels as you would in a shop. Please do not fit tyres, sealant, rotors or cassettes, or ride the wheels, if you think you might return them. If wheels come back used or damaged beyond what was needed to inspect them, we may reduce your refund to reflect the loss in value.
Refunds
We will refund the price of the wheels and the standard delivery charge you paid within 14 days of receiving them back, or of you giving us proof that you have sent them, whichever is sooner. Refunds go back to your original payment method. If you chose a more expensive delivery option, we refund only the cost of our standard delivery.
Return postage
When you change your mind, you pay the cost of returning the wheels. Carbon wheels need careful packing, so please use the original box and packaging if you can, and use a tracked and insured service. We are responsible for the wheels until they are delivered to you, and you are responsible for them on the way back to us.
Custom builds
Wheels built to a specification you agree with us outside our standard options, such as a dynamo hub, a different spoke count or an unusual axle standard, are made to your personal specification. As the law allows, the 14-day right to change your mind does not apply to them. We will always tell you before we start if an order falls into this category. Your rights if a custom build is faulty are exactly the same as for any other wheel.
Faulty or damaged wheels
If your wheels are faulty, not as described or damaged in transit, the Consumer Rights Act 2015 gives you the right to a full refund within 30 days of delivery. After that, you are entitled to a repair or replacement, and to a refund or price reduction if that does not fix the problem. On top of these rights, our five-year warranty covers faults in materials and workmanship.
If your parcel arrives damaged, please take photos of the box and the wheels and let us know as soon as you can. Where wheels are faulty or damaged in transit, we cover the cost of returning them.
Ordered the wrong spec?
It happens. If you have chosen the wrong freehub or realise your frame needs a different axle, email us before you fit or ride the wheels. Freehub bodies can usually be swapped, and we will do our best to sort it quickly and at the lowest cost to you.
Business customers
The right to change your mind applies to consumers. If you are buying for a business, returns are by agreement, and our warranty still applies.
Where to send returns
Please email hello@zolla.cc before sending anything, and we will give you the return address and any reference to include. Parcels sent without contacting us first can take longer to process.