Returns & Refund 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
  2. Exchanges/Returns – Changed Your Mind
  3. Product-specific return information
  4. Electric scooters/electric kick-scooters and e-bike
  5. Lithium battery
  6. Restocking Fees
  7. Returns – Damaged & Faulty
  8. Other general terms for Refunds
  9. Refund Payment
  10. Product Return Procedures
  11. Responsible for return shipping costs
  12. How to proceed an return request

    1. Order cancellation

If you would like to cancel your order, please log into your account where you just select cancel order, or use the guest order status link HERE. Alternativly  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 log into your account and select your order, when create an return requst,or  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.

3. Product-specific return information 

Electric scooters/electric kick-scooters and e-bike

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.  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: 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 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.

4. 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.
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: 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.

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

5.Lithium battery

Lithium battery pack  shipped to outside of EU-union reachable by road freight . You are responsible for inward and return freight and any charges.

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.

Info: Single Lithium battery packs are being sent and treated as dangerous goods. There are several limitations. So as air freight is not possible oversea. Also almost impossible to send and receive from unpaved islands such as the Canary Islands and Cyprus.

6. 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.

   7. Returns – Damaged & Faulty. See more about warranty HERE

Faulty electric vehicle and other products – Less than 30 days post-delivery
If your item 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 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.

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.

 

    8. 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 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 as the product is not allowed in the customers contry , 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.

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 and 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.

 

    9. 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.

 

You can easily create a return by logging into your account.For guest accounts, please click here. To create an return or exchange case

10. 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.

Return Adress:

eBikescooter
RMA# (type here the RMA been given from our RMA staff)
Rosengaardstraede 2
CVR 30136500
4780
Stege
Denmark
Telephone 93200057

 

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.

Packaging 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.

Return Shipping Labels

For products that are eligible for return for replacement or just don’t want the product, the return shipping labels are customer are responsible for the return freight charges for returns for replacement of the same item within the applicable return policy period. For returns of unopened items that are returned in the original condition as shipped that were originally shipped via large item shipments, customers are responsible for any return shipping costs.

Return Processing

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

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 alway 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. 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.

How to process a return request

  1. Log into your account. Link  If you purchased on eBikescooter as a guest, you’ll need to access the items you want to return using your order number and email address.
  2. Your order number can be found at your invoice or in any of the emails we sent you about your order.
  3.  Scroll to one of the items you want to return and select “Return Items.”
  4.  Check all of the items you want to return, provide a reason for returning each one and hit “Submit Return.”
  5.  Once you submit your return, we’ll respond inside 3 days and email you an address label. You’ll also be able to download a label or have one mailed to you.
  6.  Please note you will need to pay the shipping costs. The final cost to our EU-warehouse will be deducted in your refund.

*RMA a return material authorization number