Returns
ALL E-SCOOTERS COME WITH A WARRANTY, PLEASE CHECK EACH E-SCOOTER FOR WARRANTY INFORMATION.
If you change your mind after placing an order and your items have not yet shipped, we can possibly cancel your order. Please email us at orders@theescooterco.com.
Our refund policy lasts 14 days. If you change your mind and you no longer want your product please get in touch with us within 14 days of receiving your order. You will then have 14 days to return it to us. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. 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. To complete your return, we require a receipt or proof of purchase. Please contact us at orders@theescooterco.com and we will advise you on how to return the order to us and provide you with a returns form.
Please note that we will not pay for shipping on returns. 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.
We may make a deduction from the refund amount for the loss of value of any good supplied if the loss is the result of unnecessary handling by you. To obtain a full refund, the goods must be returned in “as new” condition and in their original packaging. If you have mislaid the original packaging for an electric scooter, please let us know and we can provide a replacement box at a cost.
None of this affects your statutory consumer rights.
Late or missing refunds: 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 orders@theescooterco.com.
Exchanges: We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at orders@theescooterco.com
Shipping: Once you have contacted us we will will explain how to return your product.
To return your product, you should mail your product to: Orchard Business Park, Forsyth Road , Woking , GU21 5SB, United Kingdom You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We can arrange for the item to be picked up however the cost of the return shipping will need to be paid for in advance and it will cost approx £40
If you are shipping an item over £70, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Damaged & Faulty items
If you have received an item that is damaged then please email us immediately at orders@theescooterco.com
If your E-Scooter develops a manufacturing fault through normal use (as outlined in the manufacturer’s manual) within 30-days of receiving the goods, then please email us at orders@theescooterco.com
If your scooter develops a fault after the initial 30 days period please get in touch and we will advise you. Please note that different brands have different warranties.
Please note that, we cannot accept electric scooter returns without all original packaging and accessories, including the original box, manuals, cables, charger and all other items originally included with it. The scooter needs to be re sellable. We cannot accept a return if the scooter has shown to be misused and damaged through miss-use, been customised or altered in any way.
DUE TO CORONA VIRUS AND GOVERNMENT ADVICE, WE WON'T BE ABLE TO WORK ON SCOOTERS FOR 5 DAYS AFTER RECEIVING THEM DUE TO THE BACTERIA ON THE SCOOTERS. WE WILL GIVE YOU AN ESTIMATED TIMELINE VIA EMAIL AFTER WE HAVE RECEIVED YOUR SCOOTER.
WE WILL ALSO HAVE REDUCED SERVICING STAFF DURING THIS TIME DUE TO SOCIAL DISTANCING.
WARRANTY INFORMATION FOR ZERO, DUALTRON, KAABO & E-TWOW
We always quality check stock so there should not be any issues with your scooter, however if there are any defects that slip through we will work hard to fix these immediately.
When claiming under a warranty you are legally obliged to return the product or defective part to us for examination. Our decision is final on faulty products, we have no reason to be biased as we have warranties with our suppliers.
WHAT’S NOT INCLUDED?
General wear and tear or any damage caused by misuse is not covered. The warranty covers you solely against manufacturing faults. If the product or parts are not covered by the warranty a quote will be supplied for repair or replacement and the cost of returning the product or parts back to you.
Accidental or crash damage, attempting tricks, water damage, exceeding the weight limit, changing settings or anything else that results in damage caused by the user is not covered by the warranty. Our scooters are hard wearing and through normal use will last for a long period of time.
