CANCELLING YOUR ORDER

Before dispatch

If you would like to cancel your order before the product has been dispatched to you, please contact our customer services team via email at info@escooters.co.uk quoting your order number. If your order has not yet left our warehouse, we may be able to cancel the order and issue a refund once confirmed.

What if my order has already left the warehouse?

As we aim to dispatch items as quickly as possible, it may already be on its way to you. If this is the case, we will confirm this and help you to arrange a return.

 

KLARNA RETURNS

If you paid using one of Klarna’s payment products – ‘Pay in 3’ or ‘Slice It’ – we will instruct Klarna to arrange for any agreed value to be repaid.

This may take longer than a direct refund because Klarna needs to arrange for this refund following our instruction.

For more details of Klarna’s refund policies please click here -  https://www.klarna.com/uk/customer-service/how-long-do-refunds-take/

 

FAULTY ITEMS WITHIN 30 DAYS

If you receive your item and it is faulty, damaged, or develops a fault under normal use* within 30 days of delivery, then you can return it to us for repair, replacement or refund. The fastest response we can offer is to take your product into your nearest showroom for an assessment. To do this you will need to take your proof of purchase.

To initiate a return by post you must contact us via our email address: info@escooters.co.uk quoting your order number and details of the fault. If you can, please also attach images or a short video that demonstrates the problem.

Following a phone-based assessment, we’ll arrange for a pre-paid label for you to drop the product off at your local post office for repair, replacement or refund.

All returns are assessed by a technician and the fault must be confirmed before further action can be taken. This assessment process can take up to five working days from us receiving the product.

All components must be returned in the box with your item. If no fault is confirmed, the item will be returned to you. We may charge you to return the product in these circumstances.

*Normal use is defined under the manufacturer’s warranty. The warranty doesn’t cover consumable parts such as Wheels (Tyres, Spokes or Punctures), Cables, Brake shoes, Headsets or Bottom brackets.

 

 

 

FAULTY ITEMS AFTER 30 DAYS

If your product develops a fault through normal use* after the initial 30 day return period, you may still be entitled to have your product repaired at no cost under warranty.

Please email us at info@escooters.co.uk, quoting your order number and details of the fault attaching images or a short video that demonstrates the problem so that we can advise the next best steps. We will either advise to take return your product for an assessment or we will support you through the next steps depending on the conditions set out in the manufacturer’s warranty.

Proof of purchase is required with all potential warranty claims. Faults that manifest through normal use within the first six months of you receiving the product will be presumed to have been present on the date you received the product. If a fault is raised to our attention after those six months, you will need to demonstrate evidence that the fault was present in the product on the date you received it.

*Normal use is defined under the manufacturer’s warranty. The warranty doesn’t cover consumable parts such as Wheels (Tyres, Spokes or Punctures), Cables, Brake shoes, Headsets or Bottom brackets.

Please note – any fault caused due to misuse of a product, including water ingress or external damage, where this is not included in the manufacturer’s policy, may void the warranty. We strongly recommend that you read the product manual and warranty before using your product to avoid accidental voiding of your warranty. Warranty

 

RETURNING YOUR PURCHASE BY POST

If you change your mind about your purchase, you can return unused, “as new” items back using a tracked courier service for returns. We do not cover the cost of returning unwanted items as we cover the cost of delivery at point of purchase. 

If you choose to return an unwanted item, it is your responsibility to ensure that the item is returned to us in a safe and secure manner. Escooters Online LTD cannot be held responsible for any damage caused during posting. We suggest that you use a reliable recorded postal/courier service.

Refunds will be processed using the original payment method.

The goods must be returned in an “as new” condition with all components included in their original box and packaging. Items returned without original packaging may be damaged in transit - the purchaser accepts all liability for any damage and loss of value incurred. Mileage on returned e-scooters and e-bikes must be less than 1km.

You must include in the box a copy of your name and order number for the return to be processed.

Once your refund has been approved by our technicians, we will ask for your confirmation that you accept the terms of the refund. We will refund the agreed monetary value to your original payment method within 14 days. Please be aware that direct refunds can take up to five days to appear in your bank account depending on who you bank with.

 

Returns address:

Returns Department

Escooters Online LTD

Unit 3 Venture Court

Sandwash Close

Rainford

St Helens

WA11 8GH