Full UK warranty
Best prices
Free delivery over £50
Ride now, pay later
Full UK warranty
Best prices
Free delivery over £50
Ride now, pay later

Electric Scooter Returns

Return Policy

Last updated 25th October 2023

You automatically get a 14-day ‘cooling-off period’ when you buy an e-scooter from Moose. The cooling-off period starts the day after you receive your order.

    14-Day E-Scooter Returns

    If it isn't the perfect match for you, you have a 14-days to return. Simply get in touch with our Customer Service team who will be able to help organise the return, whether your request is a refund or an upgrade, we're here to help.

    For full terms and conditions, see below:

    Is my order eligible for return? 

    To be eligible for 14-day returns your order must meet the following criteria:

    • You must contact Moose and request your return within 14 days of purchased.

    • You must retain all original packaging and securely repackage the product ready for the collection time agreed with Moose. (A replacement box is available, charges will apply)

    • The product must be returned with all of its original parts, including any ancillary parts such as: chargers, manuals, additional accessories.

    • The e-scooter must not be ridden 0 miles / 0 km. If the scooter has been ridden, you are entitled to a partial refund based on our e-scooter mechanics assessment. 

    • We do not cover consumable parts, including wheels (tyres, spokes or punctures), cables, brake shoes, headsets or bottom brackets. 

    Please Note: There will be a £20 delivery charge deducted from your original payment amount.

    Our Extended Christmas Returns Policy
    We’ve extended our usual limit for returns. Any purchases made online between 1st November and 24th December 2023. For purchases made from 25th December onwards, our normal refund policy will apply.

    How do I return my electric scooter?

    We offer a free collection service through our courier. Contact our Customer Services team via chat or email to arrange a return. Once you’ve booked on a collection via DPD, you’ll need to securely re-package your order into its original packaging.

    If you’re unable to repackage your order, an additional charge of £15 will be charged to cover replacement packaging costs.We do advise to keep your box for at least 30 days after purchase. Once we receive your return from the courier, we’ll inspect your order and issue a refund within 7-14 days.

    How do I return an order placed through Klarna, Clearpay or Laybuy?

    If you placed your order using Klarna, Clearpay, or Laybuy you can still return your order following the steps above. Once our returns team have inspected your order we will cancel your Klarna, Clearpay or Laybuy agreement to stop any future instalments being taken.

    Your deposit and any direct debit payments will be refunded from Klarna, Clearpay or Laybuy within 14 working days. As your refund will be processed by them any communication regarding money or statement balance should be made directly to Klarna, Clearpay or Laybuy.

    Contact Klarna:
    Tel: Local Rate: 020 300 50833 or Freephone: 0808 189 333
    24/7 Online Chat: https://www.klarna.com/uk/customer-service/

    Contact Clearpay:
    24/7 Help Centre: https://help.clearpay.co.uk/hc/en-gb

    Return - Accessories

    How do I return e-scooter accessories?

    Non-faulty

    Non- faulty unwanted items can be returned within 14 days of delivery for a refund. Contact our Customer Service team via chat or email. Please label the package clearly with the returns number provided and make a note of the number for your own records.

    Once we’ve received your items, we’ll aim to issue a refund within 5 working days. The returned items should be unused and in their original packaging, with all labels still attached. We reserve the right to refuse a return or deduct any reduced value if the items are not in this condition.

    Please note: When returning non-faulty accessories, you will need to cover the cost of postage. Please ensure you only affix labels to the external shipping packaging and not to the product packaging itself. We recommend using a ‘signed for’ courier/postal service.

    Faulty
    Faulty items can be returned free of charge within 14 days, simply get in touch with our Customer Service team via chat or email. If our returns department confirms the product is faulty, a full refund will be issued within 5 working days of receiving the item.

      For accessories, please return to the address below:

      Moose

      Attn: Returns
      Order Number: 
      Unit 3 Brassmill Trading Est
      Bath
      BA1 3HZ

      Refunds

      How will you process my refund?

      We aim to process all refunds within seven (7) days of receving the product back to our facilities. After receiving your return, the scooter mechanics will assess the condition of your item. Any damage to the scooter will be taken into consideration when calculating your refund. Our mechanics assessment report is final and deductions will be made if the condition of the scooter does not match the criteria stated above.

      When will I recieve my refund?

      We aim to process all refunds within seven (7) days of receving the product back to our facilities. Refunds may take up to seven (7) business days to appear back with you, depending on your banking provider.

      How will I be refunded?

      Your refund will be issued via the same method that the order was paid for. If you paid via credit card your refund will be issued to the same card used for the order. If your paid via PayPal the refund will be issued via PayPal.

      How will a Klarna, Clearpay or a Laybuy order be refunded?

      We will notify Klarna, Clearpay or Laybuy once we have recieved and checked any returned items. When a full order is returned Klarna, Clearpay or Laybuy will refund any deposits paid and cancel any future payments. Where only part of an order is returned the item costs will be deducted from the remaining balance. For any balance queries please contact Klarna, Clearpay or Laybuy directly. 

      Contact Klarna:
      Tel: Local Rate: 020 300 50833 or Freephone: 0808 189 333
      24/7 Online Chat: https://www.klarna.com/uk/customer-service/

      Contact Clearpay:
      24/7 Help Centre: https://help.clearpay.co.uk/hc/en-gb

      Trade Up Limited t/a Moose shall not be liable for any financial losses, physical injuries, accidents, level disputes and other interest conflicts resulted from actions that violate the user manual / instructions.