Returns & Exchange Policy
Our Promise
With iScooter global, you can be sure of consistent, electric scooter that meets the high quality and safety, delivered in spec and on time. In the event that you are not satisfied with your purchase, simply return it within 14 days from the date of delivery. Please keep in mind that all returns must be unused and undamaged and all packaging, labels must remain intact and be attached with the item. If your item is found to be faulty within 180 days, you have a 180 days manufacturer warranty from the date of purchase.
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(£45), to your original method of payment. Please note that all refunds are processed within 3 business days.
For any issues, please contact us and follow our warranty process:
To initiate a return for an exchange or refund, please email us at support@iscooterglobal.co.uk stating your reason for return and attach images/video of the product, provide your order number. Once your request is approved. you can return the item to our German warehouse and we may request the tracking numbers of your item(s).
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
For more than 14 days, the customer needs to pay for after-sales repair postage and replacement postage by consumer, within 60 days, we agree with the customer's refund, but the consumer needs to pay us some product depreciation fees.( Please refer to the table below for details)
Details:
|
Time |
Shipping Fee |
Cost |
|
0-14 Days |
Free ( Quality Problem ) |
Full Refund |
|
14-30 Days |
Not Responsible |
10% of Full cost |
|
30-45 Days |
Not Responsible |
5% of Full cost |
|
45-60 Days |
Not Responsible |
3% of Full cost |
|
Over 60 days --90 days |
Not Responsible |
Accessoires Replacement and Repair |
Order Cancellations
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.
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 full refund minus a shipping fee(£45). 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.
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.
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 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 support@iscooterglobal.co.uk 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 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 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 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.
Roada UK Limited is appointed by double king industry (HK) co., limited.
Our UK warehouse address:
Roada UK Limited
3 SPRING ROAD
SMETHWICK
WEST MIDLANDS
B66 1PE
United Kingdom
Customer service: support@iscooterglobal.co.uk
