Return & Refund Policy

Want to return your iScooter purchase? Simply follow the steps below.

CANCELLING YOUR ORDER

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 [email protected], 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.

14 Days No Reason Returns

If you are unsatisfied for any reason with your purchase, you can initiate a return or exchange up to 14 days from the date of delivery. For all eligible returns, item(s) must be unused and undamaged and labels and tags must remain intact and returned in their original packaging. Otherwise, the item may not be eligible for return.

We can arrange a partial refund, which will cover the price of the item minus the shipping fees. You will be responsible for paying the return shipping fees. Once we’ve received the returned item, we will then process your total refund, excluding return shipping costs, to your original method of payment. Please note that all refunds are processed within 3 business days.

Note：The customer provides the wrong delivery address or The customer refuses to accept the package due to non-quality issues or does not want the package, extra $30-$60 will be charged for the cost of shipping.

To initiate a return you must contact us via our email address: [email protected], please include your order number and the reason for your return in your email. We’ll arrange for a return shipping label for you to drop the product off at your local post office for return. All such information must be received by us within 30 days of you receiving your product.

You can print the label and attach to the original box, which can then be dropped off at your local post office for collection by courier.

FAULTY ITEMS WITHIN 30 DAYS

If you receive your item and it is faulty, damaged, or develops a fault under normal use within 30 days of delivery, then you can return it to us for repair, replacement or refund.

To initiate a return by post you must contact us via our email address: [email protected], quoting your order number and details of the fault. If you can, please also attach images or a short video that demonstrates the problem.

Following a email or phone based assessment, we’ll arrange for a return shipping label for you to drop the product off at your local post office for return.

iScooter is not responsible for the shipping cost of the package returned by the customers themselves.

All returns are assessed by a iScooter technician and the fault must be confirmed before further action can be taken. This assessment process can take up to 7 working days from us receiving the product.

All components must be returned in the box with your item. If no fault is confirmed, the item will be returned to you. We may charge you to return the product in these circumstances.

*normal use is defined under the manufacturer’s warranty. The warranty doesn’t cover consumable parts such as Wheels (Tyres, Spokes or Punctures), Cables, Brake shoes, Headsets or Bottom brackets.

FAULTY ITEMS AFTER 30 DAYS

Returns are not allowed after 30 days of the delivery date.

If your product develops a fault through normal use* after the initial 30 day return period, you may still be entitled to have your product repaired at no cost under warranty.

Please email us at [email protected], quoting your order number and details of the fault attaching images or a short video that demonstrates the problem so that we can advise the next best steps.

Following a email or phone based assessment, we’ll arrange for a return shipping label for you to drop the product off at your local post office for return.

iScooter is not responsible for the shipping cost of the package returned by the customers themselves.

*normal use is defined under the manufacturer’s warranty. The warranty doesn’t cover consumable parts such as Wheels (Tyres, Spokes or Punctures), Cables, Brake shoes, Headsets or Bottom brackets.

Please note – any fault caused due to misuse of a product, including water ingress or external damage where this is not included in the manufacturer’s policy, may void the warranty. We strongly recommend that you read the product manual and warranty before using your product to avoid accidental voiding of your warranty.

Defective Item:

If you feel you have received a faulty or defective product, we want to quickly correct the problem, please contact us at [email protected] before returning the item. We will, upon request, replace the item or issue the full refund.

Received the Wrong Item:

We follow careful order picking procedures to ensure every item in your order is correct, but occasionally we do make mistakes. You can choose to keep the wrong item with a partial refund or request the correct item. To request the correct item, we may offer you a free-of-charge return shipping label. After receiving your returned item, please send us an email to [email protected] indicating your order details. We will, upon request, send you the correct item or issue the full refund.

Item Damaged During Transit:

In the unlikely event your item arrives at you in less than perfect condition, please reject the delivery immediately and get in touch with us at [email protected]. We will work with the shipping company and expedite your new replacement order. Alternatively, a full refund or exchange can be requested after we’ve submitted a damage claim with the shipping company and receive confirmation. We may require images and/or videos of the defective product.

Missing or Lost Item:

If you suspect your package is missing or lost, please email our customer service team at [email protected] with the order number as well as the tracking number so that we can initiate a lost package claim. This claim will help in the recovery of your missing or lost package. The process will take 7 days until a formal confirmation can be received from the shipping company.