Electric Scooter Returns

Return Policy

Last updated 27th April 2023

We have a 30-day returns policy to give you the chance to take your new electric scooter out for a test ride. If it isn't the perfect match for you, simply get in touch with our Customer Service team who will be able to help organise the return. Whether you request a refund or would like to exchange, we're here to help.

30 Day Free E-Scooter Returns

Our 30-day scooter returns policy gives you a chance to test your newly purchased scooter. If you change your mind within this 30 day period, simply get in touch with our Customer Services team via chat or email and they'll help you organise a return. You may return your scooters for a refund or exchange for another scooter. For full terms and conditions, see below:

Is my order eligible for return?

To be eligible for free 30 day e-scooter returns your order must meet the following criteria:

You must contact Moose and request your return within 30 days of your order being delivered.
You must retain all original packaging and securely repackage the product ready for the collection time agreed with Moose.
The product must be returned with all of its original parts, including any ancillary parts such as: chargers, manuals, additional accessories
Your product must be returned in a reasonable condition and not show any wear exceeding that which could be expected for a 30-day return period.
We do not cover consumable parts, including wheels (tyres, spokes or punctures), cables, brake shoes, headsets or bottom brackets.

What constitutes a reasonable condition for return?

We fully expect that the product may have been ridden or used duringthis period. However to qualify for 30-day free returns and receive a full refund your order must be in a reasonable condition, with no signs of wear (exceeding that which could be expected for a 30-day trial period) and no damage to the frame or components. It should also be returned in an acceptable level of cleanliness.

How do I return my electric scooter?

We offer a free 30 day returns collection service through our courier. Simply contact our Customer Services team via chat, phone 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, a charge of £20 will be deducted from your refund to cover replacement packaging costs. Once we receive your return from the courier, we’ll inspect your order and issue a refund within 7 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 30 days of delivery for a refund. Simply get in touch with 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 whilst within their warranty, 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:
New Farm Offices
Glastonbury
BA6 9AB

Refunds

How long will my refund take?

We aim to process all refunds within seven (7) days of receving the product back. After receiving your return and inspecting the condition of your item. Refunds may take up to five (10) business days to appear back with you, depending on your bank.

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