Shipping, Cancellations & Returns

Last updated: 2 October 2025

Your satisfaction matters to us. We offer secure payment methods, fast dispatch, trusted carriers, and a fair returns process. 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.

When you place your order

• We'll send an order confirmation email when your order is received.
• We verify stock, process payment, and aim to dispatch within 1–2 working days. (Working days exclude Saturdays, Sundays and UK Bank Holidays.)
• If a stock discrepancy occurs, we'll contact you by email/phone. If we cannot fulfil, we'll cancel and refund promptly.

Shipping & delivery

• Orders are dispatched from our UK warehouse. You'll receive a dispatch email with tracking.
• Typical delivery time after dispatch: 3–5 working days (guide only, not a guarantee).
• If you haven't received a dispatch email within four working days of placing your order, please email support@electricscooterslondon.com.

On delivery

• Please check the packaging and product upon arrival.
• If there is visible damage, ask the courier to note it on the delivery receipt and take a photograph of the issue.
• Report damage/faults to support@electricscooterslondon.com with photos/video as soon as possible so that we can assist you.

Order cancellation before dispatch

• You may cancel before dispatch for a full refund to your original payment method.
• For bespoke/custom work (e.g., paid upgrades or modifications) that is already in progress, we'll advise if any non-recoverable costs apply.

Cancelling after dispatch (distance purchases)

For online/phone purchases, you can cancel for any reason within 14 calendar days from the day after delivery. To exercise this right:

1. Email support@electricscooterslondon.com within the 14-day window with your order number.
2. Return the goods within a further 14 days. Goods should be unused, in their original packaging, and include all accessories/manuals.

Refunds: We refund within 14 days of receiving the goods back or receiving evidence of posting—whichever is earlier—using the original payment method. We refund the price paid and the standard outbound delivery cost (if you chose an enhanced delivery, the extra is not refundable). Unless the item is faulty/not as described, you are responsible for the return shipping. No "restocking fee" applies to statutory cancellations, but we may deduct for diminished value caused by handling beyond what's necessary to check the item (see "Condition checks & deductions").

Our 30-day goodwill return (non-faulty)

In addition to your statutory rights, we offer a 30-day goodwill return from the delivery date for change-of-mind returns, provided the item is unused and complete in original packaging.

• You cover return shipping (we can supply a label and deduct the actual cost, or you can use your own tracked service).
• A reasonable handling/restocking charge (up to 15%) may apply to non-statutory goodwill returns.
• We cannot accept items that show signs of use or installation; in such cases, we'll assess deductions for loss of value or return the item to you (at your option/cost).

Faulty, damaged or misdescribed goods

• Transit damage: report promptly with photos; we'll arrange repair, replacement or collection as appropriate.
• Within 30 days of delivery, you have a short-term right to reject and receive a full refund, or choose repair/replacement.
• After 30 days, we'll arrange for repair or replacement under the Consumer Rights Act. If that's unsuccessful, you may be entitled to a price reduction or refund.
• Where goods are faulty/not as described, we cover return shipping or arrange collection.

How to return

1. Email support@electricscooterslondon.com with your order number, the reason for return, and any relevant photos or videos.
2. We'll send instructions and, if applicable, a return label. If the item is not faulty, you are responsible for the return shipping costs. We can provide a label and deduct the actual carrier cost from your refund (guide: UK scooter box ~£40; EU ~£50), or you may use your own tracked service.
3. Pack securely in the original box, including all internal packaging, accessories, manuals, and the charger. Remove old labels.
4. Drop off with the specified courier or arrange collection as instructed.

Condition checks & deductions

Returns are inspected at our warehouse. Where handling goes beyond what's necessary to establish the nature, characteristics and functioning of the goods, we may deduct for loss of value. Examples (indicative):

• Cleaning (dirt/mud): £60 service.
• Cosmetic damage/scratches: deduction reflecting reduced resale value.
• Missing charger: £29–£149 depending on model.
• Missing manual: £10 reprint/admin.
• Missing tools/Allen keys: £10.

Note: Risk of damage to the goods during a customer-arranged return is the customer's responsibility until delivery to us. If we provide a prepaid label/collection, transit risk sits with us.

Items excluded from return (unless faulty)

• Bespoke or customised items (including paid modifications) will be available once work has begun.
• Hygiene-sealed items (e.g., helmets) are once unsealed.
• Consumables once opened/used (e.g., tubes, tyres, brake pads, lubricants, loose batteries not part of a returned bike/scooter).
• Clearance/outlet items still benefit from statutory rights; any specific defects will be disclosed on the product page.

Contact

Electric Scooters London (ECOMOVE UK Ltd.)
11 Campbell Road,
London TW2 5BY,
United Kingdom
Email: support@electricscooterslondon.com