Refund & Returns

Update: 2025/03/01

Returns Policy

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

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

Products being returned must meet the following conditions:

  1. The products have not been used and arrive intact. must be in the same condition that you received it, unworn, unused, the e-scooter or e-bike must have less than ten (10) kilometers on the display,  it and must include all items that were inside the box (charger, keys, tools, hardware, etc.)
  2. The return request is sent to us within 7 days of receipt via support@iscooterglobal.co.uk.
  3. Proof of Purchase: A receipt or proof of purchase is required.
  4. 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).
  5. If you choose to send it back by yourself, you need to contact us within 24 hours and provide the tracking number.

Please be aware that products returned to iScooter without the provided return shipping label will be rejected at the customer’s cost. 

Quality Issues Refund

a) Within 30 Days

Free return. Contact customer service for details. Defective or missing parts may be replaced free of charge within 30 days.

b) Over 30 Days

Only Warranty services will be provided. For minor defects that don’t affect biking safety, compensation may be offered instead of a return. Not provide full refund.

c) Over 180 Days

No refunds or returns are available, only replacement with a refund or repair using spare parts.

Return Due to Incorrect Address or Customer-Related Issues

If a package is returned to us due to an incorrect shipping address or other customer-related reasons (such as failure to collect or refused delivery), the customer will be responsible for both the original shipping cost and the return shipping fee.

Notice

  1. Returns for unopened electric scooters (X02 included) will incur a 15% restocking fee and payment platform transaction fee. Any resulting shipping costs, duties, payment platform transaction fee or tariffs will be at the customer’s expense.
  2. Returns for unopened electric bikes will incur a 20% restocking fee and payment platform transaction fee. Any resulting shipping costs, duties, payment platform transaction fee or tariffs will be at the customer’s expense.
  3. Returns for opened e-scooters and e-bikes will be incur to a 25% restocking fee. Any resulting shipping costs, duties, payment platform transaction fee or tariffs will be at the customer’s expense.
  4. Due to the nature of our products, all hoverboards and kids' e-scooters, are non-returnable. This policy helps us maintain the highest quality and integrity for our customers.

Please note that if the returned product is not in brand-new condition (including but not limited to damage, signs of use, or missing packaging), we will issue a partial refund based on the actual condition of the item. The refund amount will be adjusted according to the product's condition, with the extent of use or damage taken into account. To receive a full refund, please ensure the product is returned in its original, undamaged state with all accessories and packaging intact.

Please note: Due to the nature of mobility scooters, the iScooter X02 is only eligible for return within 30 days of delivery, provided it remains unused, in original packaging, and in resellable condition. Returns showing signs of use, wear, or modification will not be accepted. If the return is not due to a product fault, the customer will be responsible for all shipping costs.

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.

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 8% processing fee and payment platform transaction 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 15% restocking fee and payment platform transaction fee will be charged, as well as the resulting shipping cost and tariffs.
Notice: Extra £80 shipping charge per E-Bike (deducted from refund) 

c) Logistics Delay Disclaimer:

Delays caused by third-party logistics providers are not considered seller faults and do not constitute valid grounds for unconditional order cancellations.

If you refuse to accept the order, please contact us after refusing to accept it. If not, any consequences will be borne by the customer.

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.

You may request a return or exchange within 30 days of receiving the product, provided that the item is unused and in its original packaging. After 30 days, returns or exchanges will not be accepted.

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.

Refunds & Discount Code Policy

Please note that we do not refund price differences under any circumstances — whether it's due to a missed discount code, a lower price found elsewhere, or a price change after your purchase.

If you return a product purchased using a discount code (whether for one or multiple e-scooters/bikes), the full value of the discount will be deducted from your refund.

Order Address/Product Change

If you need to change the address/product, please contact us at support@iscooterglobal.co.uk. Please provide order details, including order number, original address, new address, and recipient name and/or email address.
Please note that even if the goods have not been shipped, the warehouse needs to manually cancel the order and place a new order to change the address, and a 4% order cancellation, payment platform transaction fee and address change manual operation fee will be charged.

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: Contact our customer service team at support@iscooterglobal.co.uk to apply for a return/exchange 
  • 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.
  • Notice:
  • 1. If you choose to return the order yourself, you need to contact us within 24 hours and provide the tracking number.
    2. If you refuse to accept the order, please contact us after refusing to accept it. If not, any consequences will be borne by the customer.

Non-Returnable/Non-Refundable Items Include, But Are Not Limited To:

  1. Product from Unauthorized Reseller
  2. The damage is caused by human
  3. Special order
  4. Giveaways or free items
  5. Online sale accessories (including fenders, gift box, rack bag, helmet, controllers, phone mount, air compressor, waterproof cover, lock, rear view mirror etc.)
  6. Extra purchased accessories (If you purchase after-sales accessories from iScooter directly, please make sure it is the part you need before purchasing from us.)

Please note that all accessories are non-returnable and non-refundable. We do not accept returns or provide refunds for any accessory items once they have been purchased. This policy is in place to ensure the quality and integrity of our products.

（Notice: K3 is also an accessory）

 

For Logistics Damage Return & Compensation

We place great importance on your experience upon receiving your product. If your scooter arrives damaged due to shipping, please contact us within 48 hours of delivery and provide the following:

  1. Photos or videos clearly showing the damage to both the outer packaging and the scooter
  2. Tracking number and order number
  3. A brief description of the damage

Types of Shipping Damage & Solutions

1. Minor Damage (Does not affect usage)

Examples:

  • Light paint scratches
  • Small scuffs
  • Minor cosmetic defects

According to the UK Consumer Rights Act, such items are still considered acceptable and customers do not have the right to unilaterally return the product.
However, we will offer a goodwill compensation.

2. Repairable Damage (Functional parts damaged but replaceable)
Examples:

  • Broken mudguard
  • Cracked brake cover
  • Loose handlebars
  • Detached power cables, etc.

We will first assess whether the issue can be resolved with replacement parts.
If confirmed repairable, we will prioritize sending the needed parts.

3. Severe Damage (Scooter unusable and beyond repair)
Examples:

  • Frame breakage
  • Severe control system failure

If confirmed as irreparable, we will prioritize a replacement shipment.

Important Notes

Do not use the product before taking photo/video evidence, or we may be unable to determine whether the damage occurred during shipping.

If you fail to report the damage within 7 days, we may be unable to offer compensation.

Damage caused by human error (misuse or accidents after delivery) is not covered under our after-sales policy.


Warranty Exemptions and Notes

  1. 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.
  2. 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.
  3. 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:

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

 

Our UK refurbish address:


RTN-119 Refurbish department
Unit14, Union road 0ldbury Birmingham
West Midlands
B69 3EX, UK

 

Customer service: support@iscooterglobal.co.uk