At eScooter Global, this policy applies to electric scooters, electric bikes, accessories and replacement parts purchased through escooter-global.com. We coordinate returns with the relevant brand warehouse. Please contact us so we can provide the correct return instructions for your order.
1. Order Cancellation
To cancel an order, email support@escooter-global.com with your order number as soon as possible.
If we can stop dispatch, we will cancel the order and arrange a full refund without a cancellation or administration fee. If dispatch has already taken place, we may be unable to intercept the parcel, but your applicable cancellation and return rights remain available. Contact us for instructions rather than relying on refusal of delivery alone.
2. Change-of-Mind Returns
For standard goods bought online, you have 14 calendar days, starting the day after delivery, to notify us that you wish to cancel. You do not need to give a reason.
Where goods ordered together are delivered separately, the cancellation period starts after you receive the last item. After notifying us, send the goods back within a further 14 calendar days.
A clear cancellation notice is sufficient; you do not need to wait for approval to exercise your statutory right of withdrawal. Any longer period required by applicable law remains available.
3. Product Condition and Packaging
You may inspect the goods as you reasonably would in a shop. Opening the packaging does not automatically remove your cancellation rights.
Please avoid riding, installing or using the product beyond what is necessary to inspect its nature, characteristics and function. Where permitted by law, excessive handling may result in a deduction reflecting the actual reduction in value. We will explain the basis of any deduction.
Return the product with its charger, keys, tools, manuals and other supplied items. Use the original packaging where possible, or suitable protective packaging if it is unavailable.
4. How to Request a Return
Email us or use our Contact Us page. To help us identify your order, please provide:
- Your order number and the email address used at checkout.
- The product name, model and quantity.
- Whether you wish to cancel, report a problem or request an exchange.
- A description and, where possible, photos or videos if there is a fault, damage or missing item.
We will provide the designated return address and shipping instructions. The address may vary by brand, product and delivery destination. Do not assume that the address on the original shipping label is the correct return destination.
Keep your proof of postage or collection and send us the tracking details. Contact us before sending an item with a damaged battery so we can coordinate suitable return instructions.
5. Return Shipping Costs
For a change-of-mind return, you are responsible for the direct return shipping cost where this obligation was disclosed before purchase.
For scooters, bikes or other goods that cannot normally be returned by ordinary post, the applicable return cost or estimate will be provided before you place your order. If the required cost information was not provided, we will bear the return costs where required by law.
Free standard delivery does not include free change-of-mind return shipping. We do not apply automatic cancellation, administration or restocking fees when you exercise your statutory right to cancel.
If goods are faulty, incorrect or not as described, we will cover the reasonable necessary return costs in accordance with your consumer rights and explain the arrangements.
6. Damaged, Faulty, Incorrect or Incomplete Orders
Contact us promptly if your delivery is damaged, incorrect or incomplete, or if a product develops a fault. Photos of the packaging, shipping label and affected product help us investigate where available.
The 14-day change-of-mind period does not limit your rights concerning faulty or non-conforming goods. We will arrange the appropriate repair, replacement, price reduction or refund required by applicable law.
UK consumers generally have a 30-day short-term right to reject faulty or misdescribed goods, subject to the statutory conditions. EU consumers have legal remedies for non-conforming goods, including repair or replacement and, where the legal conditions are met, a price reduction or refund. Longer national protections remain applicable.
Manufacturer warranty support is additional to these rights. You can contact eScooter Global directly; brand warranty terms do not replace our responsibilities as the seller. See our Warranty Policy for brand-backed support information.
7. Refunds
Refunds are issued to the original payment method unless you agree to another method, without a refund processing charge.
For statutory withdrawals, we reimburse you without undue delay and within 14 calendar days of receiving your cancellation notice. Where permitted by law, we may withhold reimbursement until we receive the returned goods or evidence that they have been sent back, whichever occurs first. This withholding rule does not apply where we have offered to collect the goods.
For a full-order change-of-mind cancellation, the refund includes any standard delivery charge you paid. Any additional cost of an optional premium delivery service is not normally refundable. Where standard delivery was free, we do not deduct an undisclosed outbound shipping charge.
Any lawful deduction for diminished value will be explained. An inspection does not extend an applicable refund deadline.
We will confirm when your refund has been issued. Your bank or payment provider may take additional time to show it in your account. Contact us if you need help tracing a refund.
8. Accessories and Exchanges
Standard accessories and replacement parts follow the same applicable change-of-mind and faulty-goods rules. They are not automatically excluded from returns.
If you would prefer a different model or item, contact us to discuss the available options. Exchanges depend on stock and warehouse arrangements. We will explain whether a replacement can be arranged or a return and new order are required.
9. Your Consumer Rights
Nothing in this policy restricts your statutory consumer rights. Applicable consumer law takes priority if it provides stronger protection or different requirements. Warehouse procedures and manufacturer policies do not reduce those rights.
For delivery information, please read our Shipping Policy.
10. Contact Us
For cancellations, returns, exchanges or refund enquiries, contact:
Email: support@escooter-global.com
Online enquiries: Contact Us
Please include your order number so we can locate your purchase.
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