Returns & Refunds Policy

Returns & Refunds Policy

Last updated: July 2026

This policy explains how Electric Scooters London, the trading name of ECOMOVE UK Ltd, handles consumer cancellations, returns, refunds, exchanges, faulty goods and warranty-related returns.

1. Before You Buy
2. Online and Distance-Order Cancellation
3. Items Bought In Store
4. Order Cancellations by Status
5. Faulty, Damaged or Misdescribed Goods
6. Warranty Returns and Diagnostics
7. Maintenance, Safety and Product Condition
8. How to Return an Item
9. Return Shipping and Collection Costs
10. Condition Checks and Refund Deductions
11. Exceptions to Change-of-Mind Cancellation
12. Exchanges
13. Refund Timescales
14. Klarna, PayPal and Finance Orders
15. Battery and Safety-Related Returns
16. Warranty Claims and Cancellation Returns
17. Model Cancellation Form
18. Contact Details

1) Before You Buy

Electric bikes and e-scooters vary considerably in size, weight, range, speed, battery capacity, rider suitability, maintenance needs, storage requirements and legal use. Please read the product description and specification carefully before ordering.

Customers should consider whether a product is appropriate for their intended use, riding ability, available storage and applicable law. This does not affect our legal responsibility to supply goods that are of satisfactory quality, fit for any purpose made known to us where the law applies, and as described.

If you need help choosing, contact us before purchasing at support@electricscooterslondon.com, use our contact page, or read our electric bike and scooter buying advice.

2) Your Right to Cancel an Online or Distance Order

If you buy as a consumer through our website or another qualifying distance contract, including most telephone orders, you normally have the right to cancel without giving a reason. The cancellation period ends 14 calendar days after the day on which you, or a person nominated by you other than the carrier, receives the goods.

To cancel, tell us clearly that you have decided to cancel before the period expires. You may email support@electricscooterslondon.com, use our contact form, write to us, or use the optional model cancellation form in Section 17. Please include your name and enough information for us to identify the order. You do not have to give a reason.

After cancelling, you must send or hand the goods back without undue delay and no later than 14 calendar days after telling us that you are cancelling.

• You are responsible for the direct cost of returning non-faulty goods where we informed you of that responsibility before purchase, unless we agree otherwise.
• We may offer to arrange a courier collection and deduct the disclosed direct collection cost from the refund where legally permitted and agreed with you.
• We may withhold the refund until we receive the goods or you provide evidence that they have been sent back, whichever occurs first.
• We will issue any refund due within 14 days of receiving the goods or evidence that they were returned, whichever is earlier.
• Refunds are made to the original payment method unless we expressly agree another method.
• Where required, we refund the cost of the least expensive standard outbound delivery option we offered. Additional amounts paid for express, timed or enhanced delivery are not refundable beyond the standard delivery cost.
• We may make a reasonable deduction for diminished value caused by handling beyond what would reasonably be allowed when examining the goods in a shop.

Original packaging is not, by itself, a condition of exercising a legal cancellation right. However, electric bikes and e-scooters are large and vulnerable in transit. Please retain and use the original box and protective inserts wherever possible. Missing or damaged packaging may affect safe transport and may contribute to diminished value where that can be demonstrated.

Reasonable inspection does not normally include riding outdoors, adding mileage, removing protective films unnecessarily, marking or damaging the product, fitting accessories, changing restricted settings, modifying wiring, speed-unlocking, registering a non-transferable account or using the product beyond what would be possible in a shop. Such handling may result in a deduction reflecting the actual reduction in value.

3) Items Bought In Store

If you buy in our physical shop, you do not normally have an automatic right to return a non-faulty item simply because you changed your mind, selected the wrong product or no longer want it.

We may accept an in-store change-of-mind return at our discretion, depending on the product, condition, packaging, time since purchase and whether it can be resold. This does not affect your statutory rights where goods are faulty, misdescribed or not of satisfactory quality.

4) Order Cancellations by Status

Order not yet dispatched

If the order has not been dispatched, contact us promptly. We will normally cancel it and issue a full refund unless a lawful cancellation exception applies to a personalised product or a service has already begun at your express request.

Order dispatched but not yet delivered

You may still give a clear cancellation notice. Contact us immediately. If the non-faulty goods are already in transit, the direct return or carrier-interception cost may be your responsibility where this was disclosed before purchase and the law permits it.

Refusing delivery does not necessarily tell us clearly that you are cancelling, so please contact us as well. Carrier return charges may be deducted where legally permitted. In some cases, accepting delivery and following the agreed return process is safer and less expensive.

Order delivered

For a qualifying distance order, notify us within the cancellation period described in Section 2 and return the goods within 14 days thereafter.

Personalised goods, modifications and services

Goods made to your specifications or clearly personalised may be exempt from the change-of-mind cancellation right. An ordinary stocked product does not become exempt merely because it was specially ordered from a supplier for you.

If you expressly ask us to begin a paid service, assembly, installation or modification during a cancellation period, you may have to pay a proportionate amount for work completed before cancellation. Where a service has been fully performed after your express request and acknowledgement that the cancellation right would be lost on completion, the service cancellation right may end. We will explain any applicable exception before the contract is made.

5) Faulty, Damaged or Misdescribed Goods

If goods arrive damaged, faulty or not as described, contact us promptly at support@electricscooterslondon.com. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose where applicable and as described.

To help us assess the problem efficiently, please provide where available:

• Your order number, name and contact details
• A clear description of the problem and when it occurred
• Photographs of the product, packaging and any visible damage
• A short video demonstrating the reported fault where practical
• Any error code shown on the display
• The serial, frame or motor number where reasonably requested

Evidence requests are intended to speed up diagnosis and collection arrangements. They do not remove or unreasonably restrict a valid statutory remedy.

• Within the first 30 days: if the goods do not conform to the contract, you may have the short-term right to reject them for a refund. You may choose repair or replacement instead. If you agree to a repair or replacement during this period, the 30-day period is paused as provided by law.
• After the first 30 days: the usual first remedies are repair or replacement, unless the chosen remedy is impossible or disproportionate compared with the alternative.
• During the first six months: for the relevant statutory remedies, a fault appearing during this period is generally presumed to have been present at delivery unless we demonstrate otherwise or that presumption is incompatible with the nature of the goods or fault.
• If repair or replacement fails: you may be entitled to a price reduction or the final right to reject, depending on the circumstances and the law.

If an inherent fault is confirmed, we will bear the necessary reasonable return cost or arrange an appropriate collection. Please agree the return method with us before booking an expensive courier.

For transit damage, notify us as soon as reasonably possible and retain the packaging while the matter is investigated.

Statutory fault remedies do not cover damage caused after delivery by misuse, collision, water ingress, incorrect assembly, neglected maintenance, overloading, unauthorised alteration, speed-unlocking, unsuitable storage or use outside the product's instructions. We will assess the available evidence and the relationship between the alleged cause and reported fault.

6) Warranty Returns and Diagnostics

A manufacturer's or retailer's warranty is additional to your statutory rights. Coverage and duration vary by brand, model and component.

A reported warranty issue does not automatically require a full-product return or refund. Depending on the product's age, the fault, the law and available technical guidance, an appropriate solution may include troubleshooting, adjustment, parts, repair, replacement or manufacturer assessment.

We may begin with proportionate remote diagnostics, photographs, video, serial numbers, or error code information. This can prevent unnecessary collection of a heavy product and may allow a faster repair. We will not use unreasonable evidence demands to obstruct statutory rights.

Where inspection confirms an inherent fault covered by statutory rights or warranty, no diagnostic charge will be made for establishing that fault. If inspection finds no fault or that the problem was caused by misuse, accidental damage, water ingress, modification, poor maintenance, incorrect assembly, or ordinary wear, a previously disclosed and agreed diagnostic, repair, or return-delivery charge may apply.

Warranty exclusions apply only where relevant to the cause of the problem. Typical exclusions may include collision damage, water ingress, unauthorised modification, speed-unlocking, tuning, incorrect assembly, commercial use where excluded, ordinary wear and consumable components.

See our warranty policy and repairs and servicing page.

7) Maintenance, Safety and Product Condition

Electric bikes and e-scooters contain safety-critical mechanical and electrical components. Customers should check and maintain brakes, tyres, fasteners, folding mechanisms, handlebars, wheels, lights, cables, chains, bearings, battery condition and tyre pressure at appropriate intervals.

Failure to inspect, service or maintain a product can contribute to damage, electrical or mechanical failure, reduced braking performance, tyre failure, loose components, loss of control or injury. It may affect a warranty or fault assessment where the lack of maintenance caused or contributed to the reported problem.

If anything feels loose, damaged, unusual or unsafe, stop using the product until it has been inspected or repaired by a competent person.

8) How to Return an Item

1. Contact support@electricscooterslondon.com or use our contact page. For cancellation, a clear statement is sufficient and no reason is required. For a fault, include the information reasonably available to you.
2. Wait for practical return instructions where possible. Sending goods without identifying information may delay processing, but it does not by itself remove a valid statutory right.
3. Pack the product securely. Use the original box and protective inserts wherever possible, and include all accessories, keys, chargers, tools, manuals, fittings and parts supplied with it.
4. If the original packaging is unavailable, contact us before arranging transport. Large lithium-battery products require strong, courier-acceptable packaging and must not be sent loose or inadequately protected.
5. Remove or cover previous shipping labels.
6. For a customer-arranged return, use a tracked and suitably insured service that can legally and safely transport the product.
7. Send us the tracking details after dispatch.

Damage caused by inadequate return packaging may be considered when assessing diminished value, a warranty claim or responsibility for damage in transit. For confirmed faulty goods, contact us so that reasonable safe return arrangements can be agreed.

9) Return Shipping and Collection Costs

For a non-faulty change-of-mind return, the customer is normally responsible for the direct return cost where this responsibility was disclosed before purchase. This can include an order cancelled after dispatch.

For confirmed faulty, damaged or misdescribed goods, we will bear the necessary reasonable return cost or arrange collection where appropriate.

If no inherent fault is found, or the issue is shown to result from misuse, accidental damage, water ingress, poor maintenance, unauthorised alteration, ordinary wear, incorrect assembly or use outside the instructions, a previously disclosed and agreed inspection, repair, collection or return-delivery charge may apply.

Indicative direct return costs for non-faulty goods

• Small parts and accessories: approximately £5–£15
• Typical boxed electric scooter: approximately £40–£70
• Typical boxed electric bike: approximately £60–£100
• Large, heavy, remote-area or oversized products: quoted individually

These are estimates, not fixed charges. Actual cost depends on packed size, weight, collection location, destination, insurance, carrier restrictions and any remote-area surcharge. Where we offer a collection, we will confirm the applicable amount before you agree.

10) Condition Checks and Refund Deductions

Returned goods are inspected after receipt. No deduction will normally be made where handling was limited to what was reasonably necessary to establish the goods' nature, characteristics and functioning.

Where handling has gone beyond reasonable inspection, we may deduct an amount reflecting the actual reduction in value. We will explain the basis of any deduction.

Relevant factors can include:

• Cleaning required because the product was returned unusually dirty
• Scratches, scuffs, dents, collision marks or other physical damage
• Mileage or outdoor use beyond reasonable inspection
• Wear to tyres, brakes, grips, pedals, saddles or contact points
• Missing charger, keys, tools, manuals, fittings or accessories
• Missing or damaged packaging where this demonstrably reduces value or affects safe resale
• Unauthorised modifications, tuning, speed-unlocking, altered wiring or settings that reduce value or cannot be safely reversed
• Account or app registration that prevents normal transfer to another owner

We will not refuse a lawful cancellation merely because goods have been handled or original packaging is missing. However, substantial use, damage, alteration or missing items can produce a substantial deduction, potentially up to the amount paid where the goods have no remaining resale value, and the law permits that outcome.

11) Exceptions to Change-of-Mind Cancellation

The legal right to change your mind and cancel does not apply in certain circumstances. Relevant examples can include:

• Goods made to the consumer's specifications or clearly personalised
• Sealed goods that are not suitable for return for genuine health-protection or hygiene reasons after the seal has been broken
• Sealed computer software, audio or video products after unsealing
• Goods that become inseparably mixed with other items after delivery
• A service fully performed after the consumer expressly requested early performance and acknowledged that the cancellation right would be lost when the service was completed

A stocked battery, charger, electrical component, tyre, inner tube, brake pad or other ordinary part is not automatically exempt merely because it is an electrical or consumable product. However, installation, use, damage, tampering, contamination or handling beyond reasonable inspection may reduce its value. A genuinely personalised or made-to-specification item may be exempt.

These exceptions do not remove statutory remedies where goods are faulty, misdescribed or otherwise fail to conform to the contract.

12) Exchanges

Contact us if you would like a different model. Exchanges are subject to stock availability, the condition of the returned goods, return costs and any price difference.

For non-faulty goods, the customer is normally responsible for the direct cost of return. If the returned item has diminished in value through handling beyond reasonable inspection, the corresponding deduction may be applied before the exchange balance is calculated.

13) Refund Timescales

For a cancelled distance order involving returned goods, we will issue any refund due within 14 days after receiving the goods or receiving evidence that they were sent back, whichever is earlier. We may withhold the refund until one of those events occurs.

Where required, the refund includes the least expensive standard outbound delivery cost offered. Additional express, timed or enhanced-delivery charges are not refundable beyond that standard amount.

We initiate refunds to the original payment method. Banks, card issuers, Klarna, PayPal and other payment providers may take additional time to display the credit after we have processed it.

14) Klarna, PayPal and Finance Orders

Refunds are normally processed through the original payment provider. Continue following the provider's payment instructions until the return and refund are confirmed.

Contacting us first is often the quickest way to arrange inspection or return. Opening a payment dispute can move the matter into the provider's evidence process and may affect how quickly a practical repair or return can be arranged. Nothing in this policy prevents you from using any lawful protection or payment-provider process available to you.

We do not control third-party payment schedules, credit decisions, account restrictions, late-fee decisions or the time a provider takes to display a completed refund.

15) Battery and Safety-Related Returns

Lithium batteries must be transported safely and may be subject to carrier restrictions. Tell us immediately if a battery is swollen, leaking, punctured, crushed, unusually hot, producing an unusual smell or sound, or otherwise appears unsafe.

Damage resulting from an incorrect charger, opened casing, modified wiring, water ingress, collision, unauthorised repair, deep discharge or unsuitable storage may not be covered where that event caused the reported problem.

Standard couriers may refuse unsafe batteries. Where legally permitted, additional handling, specialist transport, inspection or disposal costs may apply if the unsafe condition was caused by the customer. Any charge will be explained where possible before it is incurred.

See our e-bike and e-scooter battery guide.

16) Warranty Claims and Cancellation Returns

• Cancellation return: normally applies when a consumer changes their mind about a qualifying distance purchase and gives notice within the legal cancellation period.
• Fault claim: applies where goods do not conform to the contract and statutory remedies may be available.
• Warranty claim: concerns additional cover offered by us or a manufacturer and may involve diagnostics, parts, repair, replacement or assessment.

A warranty claim does not automatically create a right to an immediate full refund. The correct remedy depends on the product's age, the nature and cause of the fault, the available evidence, previous remedies and statutory rights.

17) Optional Model Cancellation Form

You do not have to use this form. Any clear statement that you are cancelling is sufficient if sent within the cancellation period.

18) Contact Details

For cancellations, returns, refunds, faulty goods or warranty-related questions:

Email: support@electricscooterslondon.com
Phone: 020 8703 5387
Contact form: Contact Electric Scooters London