Refund & Returns

Update: 2024/2/16

Returns

Any new and unused product purchased from iScooter may be returned for up to 30 days after the original delivery date.

Products being returned must meet the following conditions:

The products have not been used and arrive intact.
The return request is sent to us within 7 days of receipt via support@iscooterglobal.co.uk.
The products are in their original packaging and are delivered to us with a return shipping label (provided by iScooter after confirming the return request).

Please be aware that products returned to iScooter without the provided return shipping label will be rejected at the customer’s cost. Products being returned for non-defective reasons will be charged a 15% restocking fee and the resulting shipping cost, duties, or tariffs will be at the customer’s cost.

For confirmed return requests, iScooter will issue a refund as soon as the returned products are received. Please note that depending on your bank's processing time that it could take additional business days for this to be reflected in your account.

How do I return my order?

iScooter always wants you to have an exciting ride with us. However, if you need to return an order, we’re here to help. Contact our customer service team at support@iscooterglobal.co.uk and send us the following information BEFORE returning it to us.

Step 1: Apply for a return/exchange HERE.

Step 2: Ensure that you have met all return request criteria and upload all necessary documents and pictures, a clear photo and/or video to show the product condition if you are returning for quality reasons.

Step 3: Upon confirmation, ship the product back to us.

Pack the product in original packaging or a sturdy box to ensure it will arrive undamaged. This is the customer's responsibility.

The replacement and refund process will be initiated within 5 business days once we have received your returned product.

Order Cancellations

a) Order Cancellation before Shipment:

If you need to cancel your order, you must cancel within 24 hours to receive a full refund. Contact us via support@iscooterglobal.co.uk to have your order canceled immediately. Please provide the order details, including the order number, receiver's name and/or email address. Your refund will be processed and a credit will automatically be applied to the original method of payment within 3 business days.
Please note that a 5% processing fee for order cancellation will be charged if the items have not shipped.

b) Order Cancellation after Shipment:

If you need to cancel after 24 hours of the order and before the item is delivered, you will receive a refund. All orders must be rejected at delivery. After receiving your returned item, the full refund minus the shipping fee will be credited back to your original payment within 3 business days.
For cancellation of orders that have already shipped, a 10% restocking fee will be charged, as well as the resulting shipping cost and tariffs.

Returned & Exchange Products

For any item returns, you can request a return label. Please notify us in advance for any of the following returned reasons, so we can anticipate that return or exchange.

a) Defective Item:

If you feel you have received a faulty or defective product, we want to quickly correct the problem, please contact us at support@iscooterglobal.co.uk before returning the item. We will, upon request, replace the item or issue the refund.

b) 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 support@iscooterglobal.co.uk indicating your order details. We will, upon request, send you the correct item or issue the refund.

c) Item Damaged During Transit:

In the unlikely event your item arrives at you in less than perfect condition, please contact us with support@iscooterglobal.co.uk. 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 must require images and/or videos of the defective product.

d) Missing or Lost Item:

If you suspect your package is missing or lost, please email our customer service team at support@iscooterglobal.co.uk 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.

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.

Please carefully follow our warranty process to minimize any delays:

Describe the problem with your item in detail: What happened? When? How? Please also state your full order number.
Tell us what steps you have already taken to resolve the issue.
Provide the item code indicated on the outer packaging.
Send a clear photo or video showing the defect(s); these should be taken under good lighting.

Our UK refurbish address:

RV - 119
Unit 14 Union Road Ind Est, Union road, Oldbury, B69 3EX UNITED KINGDOM

Customer service: support@iscooterglobal.co.uk