Returns & Refunds Policy

Last updated: 2 October 2025

Important: Nothing in this policy affects your statutory rights under UK law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("Consumer Contracts Regulations") and the Consumer Rights Act 2015.

1) Before You Buy

We understand unexpected situations arise. To minimise returns, our team can help you choose the right product. Email support@electricscooterslondon.com with any questions before making a purchase.

2) Your Right to Cancel (Distance Sales)

If you bought online or by phone, you can cancel for any reason within 14 calendar days of the day after delivery. To exercise this right, notify us within the 14-day window at support@electricscooterslondon.com (include your order number). You then have a further 14 days to send the goods back.

• Goods should be returned unused, in original packaging, with all accessories, manuals and parts.
• You’re responsible for return shipping costs unless the item is faulty/not as described.
• We will refund within 14 days of receiving the return (or proof of posting), to your original payment method.
• We may make a reasonable deduction for any loss of value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods (e.g., visible wear, missing parts).

Note on "Clearance"/outlet items: Discounted or clearance items purchased online still carry the same 14-day cancellation right, unless an exemption applies (e.g., bespoke/customised goods, hygiene-sealed items once unsealed). Any specific defects must be described on the product page; normal statutory rights apply.

3) Cancellations by Order Status

(a) Not yet dispatched

You may cancel for a full refund. If your order includes bespoke work (e.g., paid upgrades or modifications requested), those customised elements may be non-refundable once work has started; we'll tell you if that's the case.

(b) Dispatched but not yet delivered

You can still cancel. Please accept delivery and then return the item using our process below, or refuse delivery (in which case, carrier return costs may be deducted from your refund if the item is not faulty).

(c) Delivered

You have 14 days from the day after delivery to cancel. Follow the steps in Section 5 below.

4) Faulty, Damaged or Misdescribed Goods

If your product arrives damaged or develops a fault, please contact us promptly at support@electricscooterslondon.com with your order number, a detailed description of the issue, and any relevant photos/videos.

• 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 will arrange a repair or replacement in accordance with the Consumer Rights Act 2015. If unsuccessful, you may be entitled to a price reduction or refund.
• For damage in transit, please notify us as soon as possible so we can claim with the carrier.
• Where we agree that the item is faulty/not as described, we cover the return shipping or arrange for collection.

5) How to Return

1. Email support@electricscooterslondon.com with your order number and reason for return.
2. We'll issue return instructions and (where applicable) a prepaid label. If the item is not faulty, return shipping is your responsibility. We can provide a return shipping label and deduct the cost, or you may use your own tracked service.
3. Pack the product securely in its original box, including all parts, accessories, manuals, and the original inner packaging. Remove old shipping labels.
4. Drop off with the designated courier or arrange collection as instructed.

Indicative Return Shipping (non-faulty)

• United Kingdom: ~£40 (typical scooter box)
• European Union: ~£50

These are estimates only; actual costs vary by weight, dimensions and location. We'll confirm the price before you proceed.

6) Condition Checks & Deductions

All returns are inspected at our warehouse. Where handling exceeds what is necessary to inspect the product (e.g., road use, scuffs), we may make a reasonable deduction from your refund to reflect the loss of value. Examples:

• Cleaning required (dirt/mud): indicative service £60.
• Visual damage/scratches: deduction reflecting reduced resale value after fair assessment.
• Missing charger: replacement cost typically £29–£149 (model-dependent).
• Missing manual: re-printing/admin fee £10.
• Missing tools/Allen keys: £10.

We do not refuse a lawful cancellation solely because an item was handled; however, if it shows use beyond inspection (e.g., ridden kilometres on the odometer), a deduction will apply. We'll always explain any deduction.

7) Exchanges

If you'd like to exchange your current model for a different one, please contact us first. We'll assess on a case-by-case basis. Where the item is not faulty, you'll cover return shipping and any price difference. One exchange permitted per customer per year.

8) 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, inner cables, lubricants, batteries not part of a returned bike/scooter).

9) Warranty vs. Returns

If your scooter has an issue after the 14-day cancellation window, it may be covered by the manufacturer’s warranty and/or your statutory rights. Please email our technical support at support@electricscooterslondon.com and we'll guide you through diagnostics, parts, or a repair.

10) Contact