Our refund policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Please note that electric scooters require regular and routine cleaning and maintenance to stay functional. Returns will not be accepted where it is apparent that satisfactory maintenance has not been carried out or the goods have been subject to misuse or abuse.
Brake discs, hinge clips, decks, panels, lights, bearings, tyres, tubes, and cables are regarded as consumables and will only be replaced if defective at the time of delivery.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable):
- 3D printed objects that have been forcibly altered.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
Refunds (if applicable)
The postage for the return is down to the customer. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].
If for any reason you’re not happy with your purchase you have 30 days from the receipt of your order to return it to Electric Scooters UK for an exchange.
If you need to exchange it for the same item, send us an email at [email protected].
Items must be returned in the original packaging and not too worn or damaged. As soon as we receive the unwanted item back with a completed returns form we will process the exchange.
Where the replacement item is of a higher value than the original item we will contact you to process the additional payment. Where the value is less we will refund the difference to the original payment method within 2 working days.
All products ordered from Electric Scooters UK come with a 12 month limited warranty which covers manufacturing faults and defects in workmanship. All electric scooter batteries and motors also come with 6 months warranty.
If you feel that your purchase has developed a fault, please contact us for an assessment.
Please include photographs of your product (please keep below 20mb), your Electric Scooters UK order number (or copy of receipt) so we can immediately start to assess the issue, we may even be able to solve the issue without viewing the product.
WHO IS COVERED?
The original purchaser who bought the product from Electric Scooters UK. Proof of purchase is required.
Due to the technical nature of electric scooters all repairs must be undertaken by Electric Scooters UK. Any unauthorised repairs or attempts to repair will invalidate the warranty.
The manufacturer’s recommendation is that the electric scooters are NOT used in wet conditions. Any failure of parts due to water damage will not be covered by the warranty.
WHAT IS COVERED?
Workmanship or materials that are deemed faulty, providing that the product has been used at all times in normal conditions, properly maintained and in accordance with the instructions in the user manual.
WHAT IS NOT COVERED?
Second hand products, modified or altered product, poorly maintained product (left outside), normal wear & tear, any damage, failure or loss caused by accident, misuse, neglect, theft, excessive load, transport damage, cosmetic issues such as fading or scratches or any other cause not arising from defects in material or workmanship. In cases where failure is due to wear and tear or lack of maintenance we do offer costed repair & servicing.
SCOOTERS UP TO 12 MONTHS OLD:
Electric Scooters UK will cover the cost of collection of scooters into our offices and the cost of all repairs if they are covered by the conditions of the warranty *see above. If the scooter is not repairable Electric Scooters UK may offer a replacement scooter.
In cases where failure is due to wear and tear or lack of maintenance we do offer costed repair & servicing.
SCOOTERS 12 MONTHS AND ABOVE:
Customer costs outside of warranty – Where a product is outside of warranty all inward and return shipping charges will be the customers responsibility. All repairs and parts to be chargeable.
SCOOTERS PURCHASED OUTSIDE OF UK
If you purchased your item outside of the UK you are responsible for inward and return shipping charges and we simply apply a service charge plus any replaced parts. Please speak to our service team to confirm all costs.
Electric Scooters UK stock many original spare parts in the UK and we have an extensive experience in repairing Xiaomi and Segway products.
We provide fast turnaround if the replacement parts are in stock, otherwise it may take up to 3 weeks to get it shipped to us from our suppliers.
Please note that for your repair we might use both genuine and third-party parts.
We cannot accept electric scooter returns without all original packaging and accessories, including the retail box, manuals, cables, charger and all other items originally included with it (Electric Scooters UK can provide a new box at a cost of £20).
ALL OTHER PRODUCTS:
All products carry a year limited warranty against defects in materials and workmanship. We can only honour warranty claims if you can provide proof of purchase.
If you deem an item is faulty, please contact us as soon as you can.
Faulty items will be examined either by ourselves or the manufacturer. Where applicable a refund will be sent to your account within 30 days.
Consumer protection legislation says that items must be as described, fit for purpose and of satisfactory quality. If you buy a product online and it's found to be faulty within 30 days, you're entitled to ask for a full refund of the faulty product. If a fault occurs after the initial 30 days, we're entitled to repair and/or replace that item. Please note for some products repairs will have to be carried out by the manufacturer. If it can't be repaired or replaced, then you may be entitled to a refund. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
These items may have been used and then returned by customers. There are also a number of items that have suffered slight cosmetic damage whilst being transported to Electric Ecooters UK that can only be sold as 'refurbished'.
Please refer to the 'Life Before You' section of each item before you make your purchase.
We also recommend giving items a proper checkover once it’s yours.
Each item comes with a 3 month warranty on anything not mentioned as a clear/previous fault in the 'Life Before You' section (unless stated otherwise).
Each refurbished item is under the Consumer Rights Act 2015. Please check the 'Life Before You' section to be clear of the item(s) history before you make a purchase.
If we don’t have what you’re after we’re more than happy to offer advice on what to search for and where to look.
Supplies are limited.
To return your product, you should email [email protected] before sending it to the following address:
Electric Scooters UK
38 Brooklands Park
In most cases, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e‑mail at[email protected].
[Subject: Privacy Compliance Officer]