Last updated: July 2026
Important: Nothing in this policy affects your statutory rights under UK law, including your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
This policy explains how returns, refunds, cancellations, exchanges and warranty-related returns are handled by Electric Scooters London / ECOMOVE UK Ltd.
We want every customer to choose the right product before placing an order. Electric bikes and electric scooters can vary significantly in size, weight, range, speed, battery capacity, legal use, rider suitability, maintenance requirements and storage requirements.
Please read the product description carefully before purchasing. It is the customer's responsibility to ensure the product is suitable for their intended use, riding ability, storage space, local laws, and maintenance expectations.
If you are unsure which product is right for you, please get in touch with us before purchasing. You can email us at support@electricscooterslondon.com or visit our contact page.
You can also read our electric bike and scooter buying advice before placing an order.
If you bought online or by phone as a consumer, you normally have the right to cancel your order for any reason within 14 calendar days from the day after delivery. This is known as your distance selling cancellation right.
To exercise this right, you must notify us within the 14-day cancellation period by emailing support@electricscooterslondon.com. Please include your order number, full name, contact details and the item you wish to return.
After notifying us that you wish to cancel, you then have a further 14 calendar days to return the goods.
Important: A customer may inspect a product as they would in a shop. However, using an electric bike or electric scooter outdoors, riding it on the road or private land, adding mileage, causing marks, damaging packaging, removing protective films, modifying the product, registering apps, tuning settings, fitting parts, or failing to return accessories may reduce the value of the product and may result in a deduction from the refund.
If you buy an item in store, you do not normally have an automatic legal right to return it simply because you changed your mind, bought the wrong item, or no longer want it.
In-store returns for non-faulty items may be accepted at our discretion only and will depend on the product, condition, packaging, time since purchase and whether the item can be resold as new.
This does not affect your statutory rights if an item is faulty, not as described or not of satisfactory quality.
If your order has not yet been dispatched, you may cancel it for a full refund. Please get in touch with us as soon as possible at support@electricscooterslondon.com.
If your order has already been dispatched, please get in touch with us immediately. You may still cancel, but courier return costs may apply if the item is already in transit and is not faulty.
In some cases, you may be asked to accept delivery and then return the item using our returns process. If you refuse delivery, carrier return charges may be deducted from your refund where legally permitted and where the item is not faulty.
If your order has been delivered, you have 14 calendar days from the day after delivery to tell us that you wish to cancel. Please follow the return process in Section 8.
If your order includes bespoke work, paid upgrades, modifications, special assembly, custom parts, special-order parts or customer-requested changes, those customised elements may not be refundable once work has started or the item has been ordered specifically for you. We will tell you if this applies to your order.
If your product arrives damaged, faulty or not as described, please get in touch with us promptly at support@electricscooterslondon.com.
Please include:
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
For items damaged in transit, please notify us as soon as possible so we can investigate with the courier. Please keep all packaging until the issue is resolved.
Damage caused after delivery by misuse, crash damage, water ingress, incorrect assembly, poor maintenance, unauthorised modification, tuning, overloading, unsuitable storage or use outside the manufacturer's guidance is not treated as a fault present at delivery.
Many electric bikes and electric scooters are supplied with a limited warranty in addition to your statutory rights. Warranty length and coverage vary by brand, model, component and manufacturer terms.
A warranty-related issue does not automatically mean the product must be returned for a refund. Depending on the fault, the product's age, manufacturer guidance, and applicable law, the correct remedy may be troubleshooting, adjustment, replacement parts, repair, manufacturer assessment, or replacement.
Before any warranty return, we may need to carry out basic diagnostics. This helps identify whether the issue can be resolved with advice, adjustment, replacement parts, repair or collection.
In many cases, manufacturers require photos, videos, serial numbers, or diagnostic evidence before approving parts, repairs, or return authorisations. Please provide the requested evidence promptly so we can assist you as quickly as possible.
Warranty usually does not cover damage caused by misuse, crashes, water ingress, unauthorised modification, speed unlocking, tuning, incorrect assembly, poor maintenance, commercial use where not permitted, normal wear and tear, consumable parts, or use outside the manufacturer's guidance.
For more information, please visit our warranty policy and our repairs and servicing page.
Electric bikes and electric scooters are vehicles and require regular inspection, servicing and maintenance, like any other vehicle.
The customer is responsible for checking and maintaining the product, including brakes, tyres, bolts, folding mechanisms, handlebars, wheels, lights, cables, chain, bearings, battery condition and tyre pressure.
Failure to inspect, service or maintain the product properly can cause damage, mechanical or electrical failure, reduced braking performance, tyre failure, loose components, loss of control, accident or injury. It may also affect warranty coverage and any return or repair assessment.
Before each ride, customers should check that the product is safe to use. If anything feels loose, damaged, unusual or unsafe, the product should not be used until it has been inspected or repaired by a competent person.
Please do not return items without contacting us first. Unauthorised returns may be delayed, refused by the warehouse, returned to sender, or become difficult to identify.
Damage caused by poor return packaging may affect the refund, warranty outcome or repair assessment.
For change-of-mind returns, the customer is normally responsible for return shipping costs. This includes orders cancelled after dispatch where the item is not faulty.
For confirmed faulty, damaged or misdescribed goods, we will cover reasonable return shipping costs or arrange collection where appropriate.
If the fault is not confirmed after inspection, or the issue is found to be caused by misuse, accidental damage, water ingress, poor maintenance, modification, wear and tear, incorrect assembly or use outside the manufacturer's guidance, the customer may be responsible for inspection, repair, return shipping or collection costs.
These figures are estimates only. Actual costs depend on weight, dimensions, courier, collection location, delivery destination and insurance level. We will confirm available options before you proceed, where we arrange the label.
All returned items are inspected when received. If the item has only been handled as necessary for inspection, no deduction will normally be made.
If the product has been used beyond inspection, damaged, marked, ridden outdoors, returned dirty, modified, incomplete, returned without accessories, or returned in packaging that affects safe transport or resale value, we may make a reasonable deduction from your refund to reflect the reduction in value.
Examples of possible deductions include:
We do not refuse a lawful cancellation solely because the item has been handled. However, if the item has lost value due to use, damage, missing parts, unsafe return packaging, or handling beyond reasonable inspection, a deduction may apply. We will explain any deduction clearly.
Some products cannot normally be returned for a change-of-mind refund where a legal exemption applies, or where the item has been used, installed, damaged, customised, modified, made unsafe, or handled beyond what is necessary for inspection.
This does not affect your statutory rights if the item is faulty, damaged or not as described.
If you would like to exchange your item for a different model, please get in touch with us first. Exchanges are assessed on a case-by-case basis and depend on the item's condition, packaging, stock availability, return shipping costs and any price difference.
If the item is not faulty, the customer is normally responsible for return shipping and any price difference.
If the returned item has been used, damaged, modified, marked, ridden outdoors, returned incomplete or returned without suitable packaging, an exchange may be refused, or a deduction may apply.
Once a return has been received and inspected, we will process any refund due to the original payment method.
For cancelled online orders, refunds are normally processed within 14 days of us receiving the returned goods or receiving valid proof that the goods have been sent back, where required by law.
Where required by law, we will refund the standard outbound delivery cost. If you selected a more expensive delivery option, such as next-day, express or special delivery, we only need to refund the cost of the standard delivery option.
Your bank, card provider, PayPal, Klarna, finance provider or payment provider may take additional time to show the refund in your account.
If you paid using Klarna, PayPal or another payment provider, refunds will normally be processed back through the same payment method.
If you return an item, please continue to follow any payment provider instructions until the return and refund are confirmed. We cannot control payment schedules, late fees, credit decisions, account restrictions or refund processing times made by third-party finance or payment providers.
Opening a dispute, chargeback or payment claim before contacting us may delay the resolution process, as the payment provider may require evidence, inspection results, tracking details and communication history before making a decision.
Electric bike and electric scooter batteries must be returned safely and in suitable packaging. Please tell us immediately if a battery is swollen, leaking, damaged, unusually hot, smells strange, makes noise or appears unsafe.
Do not send a battery that appears dangerous without contacting us first. We may need to provide special instructions.
Using the wrong charger, modifying the wiring, opening the battery casing, water damage, crash damage, unauthorised repairs, deep discharge, poor storage, or incorrect charging may void warranty coverage and make the product unsafe.
If a battery or electrical product is returned in an unsafe condition, we may be unable to accept it through standard courier services. Additional handling, inspection, disposal or safety costs may apply where legally permitted.
You can learn more in our e-bike and e-scooter battery guide.
A return for cancellation is different from a warranty claim.
If your electric bike or electric scooter has an issue after the 14-day cancellation window, please get in touch with our support team at support@electricscooterslondon.com. We will guide you through diagnostics, warranty support, parts or repair options.
A warranty claim does not automatically create a right to reject the product for a full refund. The correct remedy depends on the age of the product, the nature of the fault, inspection results, manufacturer guidance, previous use and your statutory rights.
For returns, refunds, cancellations or warranty-related questions, please get in touch with us:
Email:
support@electricscooterslondon.com
Phone:
020 8703 5387
