SCOOTERED RETURNS AND WARRANTY INFORMATION
Items purchased from Scootered are protected by UK consumer law. Here we explain our policies.
If the customer changes their mind
As per the UK’s Consumer Rights Act, the customer has the right to change their mind within 14 days of receiving an order. The customer will then have 14 days to return the item for a full refund (as long as the item has not been used and is still boxed with all accessories). We can arrange shipping but the cost will be deducted from the refund. The address to return to depends on the scooter (and whether it needs to come back to us or the distributor). Please email us to begin with. If the customer would prefer to arrange their own shipping, the item remains the responsibility of the customer until it reaches us.
We will check the item on receiving it and notify the customer whether it is approved for a full refund or not. If approved, the refund will be processed the same day but it may take up to ten working days to appear in the customer’s bank. If the item is not returned in an “as new” condition in its original packaging and with all its accessories, we will contact the customer to advise on the options for resolving the situation (but we have the right to send it back).
If an item is faulty within 30 days of delivery
If an item arrives faulty, or develops a manufacturing fault within the first 30 days of normal use, the customer has the right to a replacement, full refund or repair (at the customer’s choosing). In the first instance, the customer should contact us at firstname.lastname@example.org so that we can establish the best course of action (if stock is available, a replacement is usually the preferred option). We may ask to see a photograph or video to help determine the exact issue (sometimes it is a simple fix). If an e-scooter, we will need the serial number to arrange for a refund, replacement or repair if there is no easy fix. We will arrange for the item to be collected at a time convenient to the customer and email/post shipping labels so that the e-scooter can be sent back without cost to the customer.
Please be aware that if the cause of the fault is the customer “hacking” an e-scooter, which can cause a disconnection between the battery and motherboard, it is not considered a manufacturing fault (but a firmware hack or upgrade can usually be rolled back).
If an e-scooter is faulty after 30 days of delivery
If an item (such as an e-scooter) develops a manufacturing fault through normal use after 30 days but within two years (12 months in case of a battery fault), this is covered by the warranty. Please email email@example.com with the e-scooter serial number and a description of the fault. We will advise on where to send the e-scooter for repair if necessary. In our experience, battery faults are usually immediately noticeable but please be aware that all batteries have a finite lifespan (this is why the battery warranty is limited). Please also be aware that if the cause of the fault is the customer “hacking” the e-scooter, which can cause a disconnection between the battery and motherboard, it is not considered a manufacturing fault (but a firmware hack or upgrade can usually be rolled back).