Returns & Refound Policy

We hope you will love your purchase, however if you need to return it, we have a 30 days -return policy.

    1. Order cancellation

If you would like to cancel your order, please contact us immediately via our email address support@ebikescooter.com or contact-us form (open in new vindue)

All orders can be cancelled until they are shipped,. 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, 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 transit, or has already been delivered, you will need to arrange a return with us. Please see below: ‘2. Returns – Changed Your Mind’.

 

2. Exchanges/Returns – Changed Your Mind

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 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 contact us via our email address: support@ebikescooter.com. Please include your order number and the reason for your return in your mail.

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.

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

   3. Returns – Damaged & Faulty

Faulty electric vehicle – 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.

To initiate this process, you need to contact us via our email address: support@ebikescooter.com

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 to return the scooter in these circumstances.

Faulty electric scooter – More than 30 days post-delivery

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 to yourself. We will assess the fault via phone, email and a physical 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 contact us via our email address: support@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.

 

    3. Other 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 receive 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)

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, delayed by a natural disaster).

*You can submit refund requests within 15 days after the guaranteed period for delivery (30 days) has expired. You can do it by sending a message on Contact Us page.

 

    4. Refund Payment

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.