Fast & Free Shipping on Orders Over £99

Refunds & Returns


IF YOU HAVE CHANGED YOUR MIND – 14 DAY RETURNS POLICY

 

If, within 14 days of receiving the item you change your mind, you have the option to return the product to us for a full refund.  Please inform us within the 14-day period that you wish to return the goods.  Note, goods must be returned in “as new” condition.   How to do this is detailed below.  

 

e-mota defines “as new” condition as unridden, with all parts, manuals and accessories included in the original box and packaging. 

  

Returned items will be checked by us to ensure they meet the criteria set out in this returns policy. 

  

Refunds will then be processed within 14 days of us receiving the returned item, using the same method of payment used for the original purchase. We may deduct reasonable amounts from the purchase price to include diminishment deductions should your product be returned not in an “as new” condition.  Credit and debit card refunds will be made to the card used for the original purchase. 

  

Please be aware that direct refunds can take up to five days to appear in your bank account depending on who you bank with.

 

We are unable to offer any refund without a valid receipt. 

 

Please note; we cannot accept electric scooter returns without all original packaging and accessories, including the original box, manuals, cables, charger and all other items originally included with it. The scooter needs to be re-sold.  We cannot accept a return if the scooter has shown to be misused and damaged through miss-use, been customised or altered in any way.

  

This does not affect your statutory rights. 

 

RETURNING YOUR PURCHASE BY POST

 

To initiate a return by post, please contact us via our email address: hello@e-mota.co.uk.  We will send you the necessary information to proceed, together with a return address.  Please include your order number and the reason for your return in your email.  All such information must be received by us within 14 days of you receiving your product. 
 
If you choose to return by post, you will need to cover the cost of postage.  It is your responsibility to ensure that the item is returned to us in a safe and secure manner. e-mota cannot be held responsible for any damage caused during posting.  We therefore suggest you use a recorded postal/courier service. 

 

Refunds will be processed using the original payment method.  

 

The goods must be returned in an “as new” condition with all components included in their original box and packaging.  

 

You must include in the original box, a copy of your name and order number for the return to be processed. 

  

Once your refund has been approved by e-mota, we will ask for your confirmation that you accept the terms of the refund.  We will refund the agreed monetary value to your original payment method within 14 days. Please be aware that direct refunds can take up to five days to appear in your bank account depending on who you bank with. 

  

RETURNING YOUR PURCHASE VIA OUR COURIER

 

If you would like to use our tracked courier service for returns, we can arrange this for you. There is a charge of £25 for electric scooters and £5 for accessories.  

 

We will send you a shipping label via email to be printed and attached to the original box which can then be dropped off at your local post office or for collection by our courier. 

     

If you would like to use this service, please email us at hello@e-mota.co.uk.  Please quote your order number. 

 

KLARNA RETURNS

 

If you paid using one of Klarna’s payment products – we will instruct Klarna to arrange for any agreed value to be repaid.  

 

This may take longer than a direct refund because Klarna needs to arrange for this refund following our instruction. 

 

For more details of Klarna’s refund policies, please click here.

 

CANCELLATION OF YOUR ORDER

 

Before dispatch 
If you would like to cancel your order before the product has been dispatched to you, please contact us at hello@e-mota.co.uk quoting your order number. If your order has not yet been despatched, we may be able to cancel the order and issue a refund once confirmed. 

  

What if my order has already been despatched? 
As we always aim to despatch items as quickly as possible, it may already be on its way to you. If this is the case, we will confirm this and help you to arrange a return. 

 

FAULTY or DAMAGED ITEMS

 

Faults within 30 days:

If for whatever reason 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 at hello@e-mota.co.uk 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 phone-based assessment, we will email to you a pre-paid label for you to drop the product off at your local post office or for courier collection and subsequent repair, replacement or refund. 

  

All returns are assessed by us at e-mota and the fault must be confirmed before further action can be taken. This assessment process can take up to 5 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 does not cover consumable parts such as wheels (tyres or punctures), handlebar grips, cables or brake shoes.

 

Faults after 30 days:

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 hello@e-mota.co.uk, 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. We will support you going forward depending on the conditions set out in the manufacturer’s warranty.

  

Proof of purchase is required with all potential warranty claims. Faults that manifest through normal use within the first six months of you receiving the product will be presumed to have been present on the date you received the product. If a fault is brought to our attention after those six months, you will need to demonstrate evidence that the fault was present in the product on the date you received it. 

  

*normal use is defined under the manufacturer’s warranty. 

The warranty does not cover consumable parts such as wheels (tyres or punctures), handlebar grips, cables or brake shoes.

 

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. 

Just added to your wishlist:
My Wishlist
You've just added this product to the cart:
Go to cart page