Return & Refund Policy

Update: 2023/10/11

30-Day Returns and Refunds Policy

Return & Exchange Conditions

1.For non-defective products/no-longer needed products
（1）Unopened & Unused Merchandise: Unopened merchandise may be returned within 14 days of delivery. An up to 10% restocking fee will be applied for all unopened merchandise upon successful return..
（2）Opened Merchandise: Opened merchandise may be returned within 30 days of delivery, and must have less than 10 miles of usage recorded by the device. A 20% restocking fee will be applied for all opened merchandise upon successful return.

Order cancellations

Before dispatch
If you would like to cancel your order before the product has been dispatched to you, please contact our customer services team via email at support@iscooterglobal.com, quoting your order number. If your order has not yet left our warehouse, we may be able to cancel the order and issue a refund once confirmed.

What if my order has already left the warehouse?
As we aim to dispatch items as quickly as possible, it may already be on its way to you. If this is the case, please reject the parcel or we will confirm this and help you to arrange a return.（Customer can only request an order cancellation before the package shipped. Once the item is shipped, a $25 restocking fee will be applied.）

 

Easy steps to Return or Exchange:

  • Step 1: Login your account HERE, make sure the Email address is matched to the one you placed the order.
  • Step 2: Ensure that you have met all return request criteria and upload all necessary documents and pictures.
  • Step 3: Upon confirmation, ship the product back to us by using the shipping label on the return page.
    • Pack the product in original packaging or a sturdy box to ensure it will arrive undamaged. This is the customer's responsibility.
    • Once the products are received and verified, you will receive a confirmation email with the details of your refund. We will process the refund within 5 business days.

Exchange

To be eligible for a replacement, the electric scooter should be unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it.

• Please contact us at support@iscooterglobal.com before starting an exchange process.
• You will be charged a 15% restocking fee (withheld from the refund).

For non-quality issues, no replacements are possible after 14 days of receiving the product.

What do I do if my product arrives damaged?
In very rare cases, your order may be damaged during shipping due to various reasons. In such case, please contact our customer service team via support@iscooterglobal.com with a clear photo and/or video of the production condition and we will help you with the issue immediately. Please make sure that you can notify us of the damaged product issue within 7 days from the date of receipt. Claims made longer than 7 days will not be accepted.

Warranty Exemptions and Notes

Natural product degradation through wear and tear, along with breakage/damage during use, is solely the customer's responsibility and is not covered by our warranties.
If you have damaged/misused the item(s), the product's warranty is immediately rendered void. No compensation is available in such cases. However, you are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.
If you chose the wrong item, iScooter global will offer an exchange or refund for you, but please note that shipping costs to return the items are at your expense.