Refund and Returns Policy
Cancellations of order and Returns & Refund Policy
Order cancellation
If you would like to cancel your order, please contact us immediately via our chat HERE or phone at US (620) 522-0057 or EU +45 93200057. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, big chance it can no longer be cancelled. Especially if sending international. This is due to the fact, that we start make the clearance and pay the TAX and shipping for fast shipping to you.
If your order is in been processing or in transit, or has already been delivered, you will need to arrange a return with us. Please see below: 1.2. Returns – Changed Your Mind’.
Exchanges/Returns – Changed Your Mind or ordered wrong product
If for any reason you would like to exchange your product, perhaps for a different model. You must contact us first and we will guide you through the steps.
If you change your mind after buying from eBikescooter Europe, and want a refund, you have up to 30 days to let us know. You will when need to return the product to our Denmark warehouse before we can provide a refund. Our logistic team can help arrange the return with drop-off/pickup. the cost varies greatly from country to country and product, but we will help with the best solution. To initiate a return you need to follow the steps in 1.15 How to process a return request
Kindly note – the 30 days return period is to allow you to examine the goods as you would in a shop. To obtain a full refund, the goods must be returned in an “as new” condition with all components included in their original packaging. “As new” condition is defined as unridden (less than 1km logged on the scooter’s odometer.)
Once your goods are received at eBikescooter Denmark warehouse, products will be assessed by our warehouse staff. Any missing parts or damage resulting in a reduction in the retail value of the products will result in an equivalent deduction in your refund amount. Please see the information below as an indication of the refund you will receive – but please note the loss in value caused by any excessive use or handling of the product will always be assessed on a case-by-case basis.
Product-specific return terms
Lithium battery pack:
Lithium battery pack shipped inside EU-union reachable by road freight. As normal Order cancellation & Exchanges/Returns – Changed Your Mind or ordered wrong product
Defective battery. which are covered by the limited 1.year warranty conditions, will be undertaken free of charge. Any repairs which are covered by the warranty conditions above will be undertaken free of charge.
Just follow below 1.15 How to process a return request
Lithium battery pack shipped to regions outside of EU-union . Are not entitled for returns/exchange. This due to the high cost of logistics and leak of options for ship dangerous goods by air shipping.
Defective battery which are covered by the limited 1. year warranty conditions. Guidance for repair and spare parts as BMS will be undertaken free of charge. Please speak to our customer service. Any shipping of parts needed for the repair which are covered by the warranty conditions above will be undertaken free of charge. We do not offer you to send the battery to us for repair.
Create an ticket though this link HERE
Info: Single Lithium battery packs are being sent and treated as dangerous goods. There are several limitations. So as return air freight is not possible oversea. Also almost impossible to send and receive from unpaved islands such as the Canary Islands, Cyprus, Brittan Islands etc.
- Electric scooters/electric kick-scooters and e-bike (shipped inside EU-union reachable by road freight):
Less than 30 days post-delivery
If your electric scooter arrives damaged or develops a manufacturing fault during normal use (as outlined in the manufacturer’s manual) within 30 days of you receiving it you are entitled to a repair, replacement or refund. It is highly recommended that you inspect the product upon delivery for visible damage. all type of e-scooters ans e-bikes shipments require that shipping damage is reported within 48 HOURS of the product’s delivery. To the fullest extent permitted by law, any damage reported more than 48 HOURS after the product delivery will not be accepted by eBikescooter for replacement or refund.
To initiate this process, you need to contact us via our email address: ticket@ebikescooter.com or use the create an ticket though this link HERE
Please include your order number, information about the fault, and any pictures/videos that demonstrate the problem. You can also let us know whether you want a refund, repair or replacement in this initial email.
Following an initial phone-based assessment, we will arrange collection/drop off location free of charge, and will arrange for a repair, replacement or refund.
Please note – All returns are assessed by a eBikescooter Europe representative and the fault must be confirmed before further action can be taken. The assessment process can take up to 3 days. All components must be returned in the original box with your vehicle. See above pricing for unreturned items. If no fault is confirmed the scooter will be returned to you. We may charge you for return the scooter in these circumstances.
visually Damage or excessive mileage we will estimate a reasonable current resale value. As an example, a vehicle which has done 2km – 30km has a market value of approximately 80% of the original purchase price.
Below example is just shown as a guidance where we are forced to reduce refunds
- Missing Charger
A deduction of €29.99 will be made when this is not returned with the scooter
- Missing Manual
A deduction of €3.99 will be made when this is not returned with the scooter
- Missing tools set
A deduction of €3.99 will be made when this is not returned with the scooter
- Missing Screws
A deduction of €1.99 will be made when these are not returned with the scooter
- Dirt or visible outdoor use
A deduction of €99 will be made when this is present when returned the scooter
- Use of tyres
A deduction of €29.99 will be made when this is not returned with the scooter
Electric scooters/electric kick-scooters and e-bike – More than 30 days post-delivery (shipped inside EU-union reachable by road freight):
If your scooter develops a fault through normal use (as outlined in the manufacturer’s manual) after the initial 30 days period you may still be entitled to have your scooter repaired at no cost. We will assess the fault via phone, chat or email and a eventually request to customer to send an video inspection to confirm that the scooter we supplied was defective before agreeing to provide a free repair.
If you find yourself in this position, please log into your account and create an return and attach video or image, or contact us via our email address: ticket@ebikescooter.com and we will support you through the next steps.
Please note – any fault caused due to misuse of the scooter including water ingress or external damage is not covered by this policy. Please ensure your read the manual in detail before using your electric scooter to avoid voiding your warranty.
Returns – Damaged & Faulty. See more about warranty HERE
To initiate this process, you need to log into your account and create and RMA request or contact us via our email address: support@ebikescooter.com or use the create an ticket though this link HERE
Please include your order number, information about the fault, and any pictures/videos that demonstrate the problem. You can also let us know whether you want a refund, repair or replacement in this initial email.
Following an initial phone-based assessment, we will arrange collection / drop off location free of charge, and will arrange for a repair, replacement or refund.
Please note – All returns are assessed by a eBikescooter Europe representative and the fault must be confirmed before further action can be taken. The assessment process can take up to 3 days.
All components must be returned in the original package. See above pricing for unreturned items.
If no fault is confirmed the scooter will be returned to you. We may charge you for return the scooter in these circumstances.
Electric scooters/electric kick-scooters and e-bike. Shipped to regions outside of EU-union:
The customer are responsible for inward and return freight charges and we simply apply a pickup or delivery on request or an prepaid shipping label though your order account. Any repairs which are covered by the warranty conditions above will be undertaken free of charge.
Other terms for Refunds
Your satisfaction is our number top 1 priority. Therefore, you can request a full refund or reshipment for ordered products if:
- you do not receive them within the guaranteed time (30 days not including 2-5 day processing)
- you got delivered the wrong item
- you do not want the product you have received (but you must return the item at your expense and the item must be unused)
Refusing Delivery.
All refused shipments, or fail to cooperate with customs processing or pay necessary amounts for customs or VAT upon request from Ups, FedEx or other carriers are treated like regular returns, may be charged a non-refundable 15% -restocking fee and all shipping cost. Please see example below.
Refund example.
5.pcs Brake Pads 60.00
Shipping to customer 15.00
Total order amount 75.00
| Receivables for refund | Balance |
| Total order amount | $ 75.00 |
| Shipping to customer -15.00 | $ 60.00 |
| Shipping cost of returns -15.00 | $ 45.00 |
| 15% restock fee – 9.00 | $ 36.00 |
| Total Receivables for refund | $ 36.00 |
Please notice we do not issue the refund if:
- your order does not arrive due to factors within your control (e.g., providing the wrong shipping address)
- your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs as the product is not allowed in the customers country , delayed by a natural disaster).
- Any product for which you have been given special rebate.
- Any product that does not exhibit the described reason for the return (i.e., a return initiated for a charger product that powers on and charge perfectly upon inspection).
- Any product which appears tampered with, customized or altered in any way.
Important Info:
- Cross-Shipping: We do not cross-ship. Returns products must be received, inspected and approved before we ship a replacement.
- Refusing Delivery: Refused shipments are treated like regular returns, may be charged a non-refundable 15% -restocking fee.
- Defective Products: A defective product that is returned may be repaired, replaced, or refunded at eBikescooter’s sole discretion, unless otherwise required by law.
- Disclaimer: Nothing in this Return Policy limits your rights and remedies under any law.
Refund of your Payments
Once a refund has been approved by the eBikescooter Europe team we will refund your payment to your original payment method (i.e., card, PayPal account etc.) within 14 days. Please be aware that the refund can take up to 5-20 days to appear in your statement depending on who your provider is and which card you used for the payment.
Returns/Restocking Fees
Returns are subject to restocking fees of 15% of the purchase price. eBikescooter may assess the restocking fee against the customer’s account or deduct the fee from the refund amount on all returns, subject to the Return Policy and any product-specific policy.
eBikescooter does not charge for restocking fees for returns of defective products, or if you received the wrong product, products damaged during shipment, or if the product did not match what was shown on the Site, provided the item is returned within its return policy period, and in accordance with the Return Policy.
In the event a product is returned that is not defective or an incorrect product or where the product does match what was shown on the Site, the product will either be returned to the customer or the return shipping cost initially covered by eBikescooter will instead be deducted from the refund amount along with any necessary restocking fee that may apply.
Return Address:
NieSan Group Europe/eBikescooter RMA# (type here the RMA been given from our RMA staff)
Rosengaardstraede 2
CVR 30136500
4780
Stege
Denmark
Telephone 93200057
Packages For Returns
The return must be properly packaged to protect against damage in transit. Please note that any damage caused by mishandling, improper installation or product defacement will result in your return being denied and the product being returned to you.
Customer is solely responsible for shipping any returned product to eBikescooter. Customer agrees to use only reputable carriers capable of providing proof of delivery and insurance for the entire value of the shipment. Customer agrees to bear all shipping and insurance charges and all risk of loss for the return product during shipment.
Customer agrees that all returned products will be 100% complete, in re-sealable condition, and will include the original packaging material, manuals, blank warranty cards, and other accessories provided by the manufacturer. If any component of the returned product is missing, eBikescooter’s Return Procedure will be breached and may in its sole and absolute discretion reject the entire return or choose to impose additional charges against the customer for replacement of the missing component(s). eBikescooter will not refund the original shipping charges to the Customer. In addition, eBikescooter may assess a 15% restocking fee against the Customer’s account or deduct the fee from the refund amount on all returns, subject to the Return Policy and any prodeuct-specific policy. eBikescooter reserves the right to adjust the value of any item returned for refund to reflect its current market price, in which case the 15% restocking fee will be applied after this adjustment.
Return Shipping Labels
For products that are eligible for return, the customer are responsible for inward and return freight charges and we simply apply a pickup or delivery on request. A prepaid shipping label requested. The shipping cost related to your return will be deducted from the total refund amount before the refund is complete.
Return Processing Time
Please allow 7-10 business days for your return to process after being received. Due to item availability, some repair/replacement returns may be delayed or changed to refund. Once your return has been processed, we will send you an email regarding your return.
Refunds funds
Refunds will be credited back to your original payment method. Once your return has been processed, please allow 3-5 business days for your refund to post to your account. If the original payment method is no longer available, eBikescooter will inform by email. eBikescooter will issue you a refund in the form of store credit.
Store Credit
For returns for store credit, eBikescooter will issue you store credit in the form of a eBikescooter Store Credit Gift Card. Once your return has been processed, a eBikescooter Store Credit will be issued and deposit to your account where you always can see the balance. Log into your account HERE
Replacements
For products that are eligible for return for replacement, the product may only be returned for a replacement of the same type item. We do not allow exchanges or returns for replacements for different items. If you would like to receive a different item, you would need to return the original item for a refund, in accordance with the Return Policy and then purchase the item you would like to receive instead of the original item. If eBikescooter no longer carries an item that is sent in for replacement, or if that item is simply out of stock, eBikescooter will issue you a refund. Once your return has been processed, a replacement will be processed and shipped within approximately 1 -2 business days.
Responsible for return shipping costs under an warranty claim
all products except those mentioned below
- inside EU-union. eBikescooter Europe will cover the cost of shipment or pickup collection of products into our workshop. Any repairs which are covered by the warranty conditions above will be undertaken free of charge
- Outside EU-union The customer are responsible for inward and return freight charges and we simply apply a pickup or delivery on request or an prepaid shipping label though your order account. Any repairs which are covered by the warranty conditions above will be undertaken free of charge.
- Vehicle purchased inside EU-union. eBikescooter Europe will cover the cost of shipment or pickup collection of products into our workshop. Any repairs which are covered by the warranty conditions above will be undertaken free of charge.
- Vehicle and purchased outside EU-union The customer are responsible for inward and return freight charges and we simply apply a pickup or delivery on request. Please speak to our customer service team to confirm all shipping costs if you need our assistance for transportation in warranty cases. Any repairs which are covered by the warranty conditions above will be undertaken free of charge.
- Lithium battery pack shipped inside EU-Union acces by ground service such as transport by road freight and couriers. eBikescooter Europe will cover the cost of shipment or pickup collection of products into our workshop. Any repairs which are covered by the warranty conditions above will be undertaken free of charge.
- Lithium battery pack shipped to outside of EU-union . The customer are responsible for inward and return freight charges and we simply apply a pickup or delivery on request. Guidance for repair and spare parts as BMS will be undertaken free of charge. Please speak to our customer service. Any shipping of parts needed for the repair which are covered by the warranty conditions above will be undertaken free of charge. We do not offer you to send the battery to us for repair.
How to process a return request
Product Return Procedures
To return a product to eBikescooter, you must obtain an RMA number within the applicable return period for the product. eBikescooter will not accept returns without prior authorization and an RMA number. Once issued, RMA numbers are valid for 5 days within which time returned products must be shipped by Customer. RMA numbers will not be extended or reissued. Customer must prominently display the RMA number(s) * on the shipping label as well as the RMA invoice on the box(es) containing the returned product.
- Find the invoice in your email regarding the product you need to arrange an return request.
- Your order number can be found at your invoice or in any of the emails we sent you about your order.
- Use this LINK (Open link in a new tab)
- Check all of the items you want to return, provide a reason for returning each one https://ebikescooter.com/return-request/and hit “Submit Return.”
- Once you submit your return, we’ll respond inside 3 days and get back to you by email with an RMA#.
If you got an faulty product or warranty related return.
Create an ticket though this link HERE
*RMA a return material authorization number
*Please note that by applying, does not mean approval. eBikescooter e-store fully reserves the rights to deny any application should there be any reason to do so.