Last updated: June 2026
Important: Nothing in this policy affects your statutory rights under UK law, including 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 customers to choose the right product before ordering. Electric bikes and electric scooters can vary significantly in size, weight, speed, range, legal use, battery capacity and riding suitability.
If you are unsure which product is right for you, please get in touch with us before purchasing. Email 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, 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 and the item you wish to return.
After notifying us that you wish to cancel, you then have a further 14 days to return the goods.
Important: A customer may inspect a product in the same way they would in a shop, but using an electric bike or scooter outdoors, riding it on the road, adding mileage, causing marks, damaging packaging, removing protective films, modifying the product or failing to return accessories may reduce its value and result in a deduction from the refund.
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 days from the day after delivery to tell us that you wish to cancel. Please follow the return process in Section 6.
If your order includes bespoke work, paid upgrades, modifications, special assembly, custom parts or customer-requested changes, those customised elements may not be refundable once work has started. 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.
Many electric bikes and electric scooters are supplied with a manufacturer's warranty in addition to your statutory rights. Warranty length and coverage vary by brand, model and component.
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 or videos before approving parts, repair or return authorisation. 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, incorrect assembly, poor maintenance, commercial use where not permitted, wear and tear, or use outside the manufacturer's guidance.
For more information, please visit our repairs and servicing page.
Please do not return items without contacting us first. Unauthorised returns may be delayed, refused by the warehouse, or become difficult to identify.
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.
These figures are estimates only. Actual costs depend on weight, dimensions, courier, collection location and delivery destination. We will confirm the available options before you proceed, and we will 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 or returned without original packaging, 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 because of use or damage 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 once used, opened, unsealed, customised or installed, unless they are faulty.
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, and price difference.
If the item is not faulty, the customer is normally responsible for return shipping and any price difference.
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 valid proof that the goods have been sent back.
Your bank, card provider, PayPal, Klarna, or finance provider may take additional time to reflect 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 or account decisions made by third-party finance or payment providers.
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 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 wiring, opening the battery casing, water damage, crash damage, or unauthorised repairs may void warranty coverage and may make the product unsafe.
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 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.
