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JBDJapanese Bike Depot
Customer Assurance & Terms

Refund & Cancellation Policy

Clear, fair, and reliable guidelines for motorcycle purchases, genuine spare parts, rentals, test rides, and DPO Group online payments in Zambia.

At A Glance

Key Policy Highlights

Effective Date: October 2026 · Version 2.1
7 Calendar Days

7-Day Parts Returns

Physical Spares & Engines

Return unused, uninstalled parts in their original unopened packaging within 7 calendar days of collection or delivery.

100% Refundable

Zero-Fee Cancellation

Before Dispatch or Handover

Cancel standard parts or in-stock motorcycle orders before delivery dispatch or registration paperwork for a 100% full refund.

3–10 Days

DPO Group Processing

Cards & Mobile Money

Authorized refunds are credited back to your original payment method (Airtel, MTN, Zamtel, Visa, Mastercard) within 3–10 business days.

PDI Guaranteed

Pre-Delivery Inspection

Motorcycle Handover Guarantee

Comprehensive multi-point mechanical inspection with customer sign-off plus a 48-hour latent defect verification window.

Section 01·Commitment

1. Overview & Policy Scope

At Jap Bike Depot Limited (trading as Japanese Bike Depot / JBD), we pride ourselves on delivering premium imported Japanese motorcycles, authentic factory spare parts, performance engines, and dependable after-sales services across Zambia.

We understand that occasionally an order may need to be cancelled, a product exchanged, or a payment reversed. This Refund and Cancellation Policy clearly defines the terms, deadlines, eligibility criteria, and resolution paths for all transactions conducted through our official website (japanesebikedepot.zm), telephone/WhatsApp orders, and physical showroom purchases at 1 Mambilima Road, Rhodespark, Lusaka.

Consumer Right Assurance: Nothing in this policy excludes or limits your statutory rights under the laws of Zambia, including the Competition and Consumer Protection Act (CCPA No. 24 of 2010).
Section 02·Physical Goods

2. Spare Parts & Replacement Engines

We supply genuine OEM and OEM-equivalent Japanese components for brands including Honda, Yamaha, Suzuki, and Kawasaki. Due to the technical nature of motorcycle mechanics, the following return and refund rules apply:

Eligible for Return & Refund
  • Return initiated within 7 calendar days of receiving the item.
  • Unused, ungreased, and uninstalled in brand-new condition.
  • Original manufacturer packaging, barcodes, labels, and warranty seals intact.
  • Accompanied by an official JBD purchase receipt or digital order reference.
  • Incorrectly dispatched or factory-defective parts.
Ineligible for Return
  • Electrical & electronic items with broken security seals (CDIs, ECUs, regulators, wiring looms).
  • Parts showing signs of bolting, installation, fuel/oil contact, or road testing.
  • Chemicals, engine oils, brake fluids, or degreasers once unsealed.
  • Items returned past the 7-day window without prior written approval.
  • Damage resulting from improper workshop installation or tool slippage.

Special Policy on Replacement Engines:

All replacement engines are bench-tested and compression-checked prior to showroom release. Engines must be inspected by your certified mechanic within 48 hours of handover before installation. In the rare event of internal defects identified before installation, JBD will replace the unit or issue a 100% refund. Once an engine has been run with fuel or modified, returns are governed by our written engine warranty.

Restocking & Exchange Fees:

• If JBD dispatched an incorrect part: 0% fee + 100% free courier exchange.
• If the customer ordered the wrong fitment without verifying with our specialists: An administrative restocking fee of up to 10% may be deducted if refunded instead of exchanged.

Section 03·Motorcycle Sales

3. Motorcycle Purchases & Import Pre-Orders

Purchasing a motorcycle is an important investment. We provide full transparency at every step — from Japan export selection to Lusaka showroom handover.

In-Stock Showroom Motorcycles

You may cancel an order for an in-stock motorcycle for a full 100% refund at any point before physical handover and before vehicle registration / change-of-ownership documentation has been filed with RTSA (Road Transport and Safety Agency). Once ownership paperwork has been lodged or the motorcycle has been handed over and driven off premises, sales are final and covered under our after-sales mechanical warranty.

Bespoke Import Orders & 30% Deposits

Custom imports require a 30% commencement deposit to secure the unit at Japanese auctions and initiate shipping:

  • 100% Refundable: If JBD is unable to source or import the agreed vehicle specification within the agreed delivery window (+/- reasonable maritime delays), or if the vehicle fails export inspection in Japan.
  • Customer-Initiated Cancellation: If you elect to cancel an import order after JBD has purchased the unit in Japan and committed shipping or customs clearing, actual incurred logistics, storage, and remarketing expenses will be deducted from your deposit.

Showroom Handover & 48-Hour Verification

Every motorcycle handover includes a comprehensive Pre-Delivery Inspection (PDI) checklist signed by both our senior technician and the customer. You are granted an additional 48-hour or 100 km window post-handover to report any hidden mechanical discrepancies. If verified, JBD will rectify the issue immediately in our workshop at zero cost.

Section 04·Reservations

4. Test-Ride Bookings & Demonstrations

We encourage all prospective buyers to test-ride our motorcycles to ensure the perfect fit, ergonomics, and handling.

Zero Cancellation Fee

Online test-ride reservations are 100% complimentary. There are no reservation charges, cancellation penalties, or hidden booking fees.

Notice & Rescheduling

Kindly notify us at least 2 hours prior if you cannot make your slot. Test rides cancelled due to wet weather in Lusaka will be rescheduled automatically.

Section 05·Motorcycle Rentals

5. Motorcycle Rentals & Fleet Hire

For delivery riders, couriers, corporate fleets, and individual touring customers, our rental cancellations and deposit policies operate as follows:

Cancellation Windows for Rentals:
  • More than 24 hours prior to hire start: 100% refund of any prepaid rental fees.
  • Less than 24 hours prior: 50% of the first day's rental fee is retained to cover fleet preparation; remaining balance refunded.
  • No-shows: First day rental fee retained; any security deposit refunded in full.
Security Deposit Return Policy

Security deposits taken at the time of rental are released within 24 to 48 hours following vehicle return, upon successful completion of the post-hire inspection verifying no collision damage, third-party liability, or missing accessories.

Section 06·Payments & Reversals

6. Online Payments & DPO Group Reversal Processing

All online transactions on our store are processed securely by DPO Group (Network International), supporting Airtel Money, MTN Mobile Money, Zamtel Kwacha, Visa, and Mastercard.

Payment Reversal Timelines by Channel
Mobile Money (Airtel, MTN, Zamtel)
Reversed directly to your mobile wallet
24 – 72 hours
Debit / Credit Card (Visa & Mastercard)
Reversed via DPO to your card issuing bank
3 – 10 business days
Direct Showroom Bank Transfer / Cash
Electronic funds transfer (EFT) / In-store payout
Same day – 48 hours
Refund Mechanism & Processing Fee Terms:

Refunds are returned strictly to the original funding account to protect against fraud and comply with Anti-Money Laundering (AML) standards. Where a refund is caused by customer mind change rather than JBD error, third-party payment processing fees charged by card networks or telecommunications providers (typically 2.5% to 3.5%) may be non-refundable.

Section 07·Procedure

7. How to Request a Return, Exchange, or Refund

Follow these 4 simple steps to ensure swift processing of your return or refund request:

01
Step One

Submit Your Request

Contact our customer service team via WhatsApp at +260 570 677 165 or email sales@japanesebikedepot.zm with your Order Number and photo/video of the item.

02
Step Two

Review & Authorization

Our technical support team will evaluate your request within 24 business hours and issue a Return Merchandise Authorization (RMA) reference code and instructions.

03
Step Three

Handover or Courier

Deliver the product to our Lusaka showroom at 1 Mambilima Road, Rhodespark, or send via an approved courier service if outside Lusaka.

04
Step Four

Inspection & Payout

Upon physical receipt, our team will inspect the item within 24 hours. Your replacement or DPO refund will be authorized immediately upon verification.

Section 08·Non-Refundables

8. Exclusions & Limitations

Under no circumstances are the following eligible for return, exchange, or refund:

  • Improper Installation & Abuse: Any item damaged due to incorrect fitment, amateur mechanical installation, neglect, racing, stunt riding, or off-road abuse not recommended by the manufacturer.
  • Unsealed Fluids & Chemicals: Engine lubricants, 2T/4T oils, coolants, brake fluids, and aerosol sprays once opened or unsealed.
  • Custom Ordered Modifications: Non-standard racing exhaust systems, bespoke fairing resprays, or customized brackets made specifically for a single client request.
  • Missing Serial Numbers: Any product where the chassis number, engine number, or OEM barcode sticker has been defaced, altered, or removed.
Section 09·Common Questions

9. Frequently Asked Questions

Once approved by Japanese Bike Depot (usually within 24–48 business hours), refunds are processed through our payment gateway, DPO Group (Network International). Mobile Money reversals (Airtel Money, MTN MoMo, Zamtel) typically reflect within 24 to 72 hours. Card refunds (Visa, Mastercard) take between 3 and 10 business days depending on your issuing bank's settlement policies.