frequently asked questions
who are moose scooters?
Moose scooters is the UK's first certified refurbished electric scooter retailer. All our scooters are approved used (just like your dealership used car) and our scooters range from mint condition (basically brand new) to fair condition (still in great condition and backed by our moose guarantee). As all our electric scooters are refurbished, you can get scooting for crazy low prices that are way below the original RRP’s!
what does refurbished mean?
All of our scooters are 'Certified Refurbished' which means they aren't technically 'new' although they have all been serviced and passed through our rigorous 16-point checking procedure.
what are your different condition grades?
We offer 3 different scooter condition grades:
Mint Condition: Sold in as-new condition, these are often ex-display models meaning they are virtually new!
Mint scooters have between 0-10km of use
Good Condition: Scooters that have had very little use but may have some slight wear and signs of being ridden.
Good scooters have between 10-250km of use
Fair Condition: Scooters that have been ridden and enjoyed but come fully checked, serviced, and ready to ride at bargain prices. Fair condition scooters have had moderate use and a few age-related marks, such as visible scratches on the frame and wear on the tyres.
Fair scooters have 250km+ of use
do they come with warranties
All our scooters come with warranty, which varies depending on the condition of the scooter.
We have 3 different warranties:
Mint Condition (6-month warranty)
Good Condition (3-month warranty)
Fair Condition (1-month warranty)
For more information on what warranty includes, please see our website: https://moose.co/pages/warranty-moneyback-guarantee
what is the moneyback guarantee?
We are the only e-scooter retailer that lets you actually ride your scooter and still return it for a full refund! Our money-back guarantee allows you to return your e-scooter to us within 30 days of the delivery date without giving us any reason. That means you can unbox your scooter and ride it to see how you get on with it, with the total peace of mind that you can return it if it does not suit you. For more information on what money-back guarantee, please see our website: https://moose.co/pages/warranty-moneyback-guarantee
What is the minimum age to ride a scooter?
We do not recommend that someone under 16 rides an adult-sized electric scooter, unless specifically recommended by the brand. However, we do stock some e-scooters that are suitable for children in our Kids Scooters section.
Is it possible to travel with an electric scooter?
As most e-scooters have a folding mechanism, they can easily be taken on public and private transport.
However, we always advise checking the policy of the transport company before travelling. Please note that due to restrictions on transporting batteries, most of the products in our range cannot be taken on an aircraft.
Is it legal to use an electric scooter in the UK or Ireland?
At the moment, it’s against the law to ride an electric scooter on public highways, including pavements, in the UK and Ireland.
This is currently under UK Government review with a number of cities trialling the use of rental e-scooters. Unfortunately, we’re unable to provide information on when these trials will come to a conclusion or what the results will be.
However, you can stay tuned by keeping an eye on our blog – there we publish the latest essential information related to e-scooter legality in the UK.
Is it possible to get insurance on an electric scooter?
As privately-owned e-scooters are illegal to ride on public highways in the UK at the moment, it is not possible to get insurance on them for use outside of your home or on private land.
For use at home they can be covered under your standard home insurance policy. If you are unsure if yours is covered, please check with your insurance provider.
help with my order
Can i cancel my order?
We are able to cancel your order if your order hasn’t left our warehouse yet. Our orders go out at 2pm Monday to Friday so you must cancel before then.
I have a puncture, what can you do?
my scooter is faulty, what can you do?
If your scooter is faulty, we will either take a look at the scooter, test it and fix the issue, and if we can’t, send you a replacement. Please make sure you are within your warranty period.
the incorrect charger has been sent
We’re sorry to hear you have received the incorrect charger. Please take a photo of the charger you have received and email this to email@example.com including your order number in the subject line. A member of our team will then be in touch to help resolve this soon.
fault codes are popping up on the scooter (H2)
how long does it take for customer service to get back to you?
We’re sorry if we haven’t responded to you yet – rest assured, we haven’t forgotten you!
We aim to reply to all of our customers as quickly as we can. Usually we’re able to respond within a couple of minutes between the hours of 8:30am and 5:30pm, however occasionally it can take a little longer – for example, if we’re experiencing high volumes.
If you have sent us an email and not heard back, please check your junk/spam folder as sometimes our responses can end up there. If it has been over 48 hours, please try contacting us using our live chat.
Can you use an electric scooter in the rain?
We do not currently sell any scooters that are waterproof. We advise to not use your scooter in the rain as damage can be caused.
where do you deliver to?
At this moment, we only take orders from the UK and Ireland
how long does it take to deliver?
For information on our delivery times, please visit our Ordering & Delivery page. Due to Covid-19 our couriers are experiencing extremely high volumes and reduced staff that has caused delays within their network. We are working hard to ensure all orders arrive in a prompt and timely manner.
KEEP YOUR BOX!
After purchase, it is extremely important that you keep your box in case of needing to send it back for repairs or a refund. If you do not have your box anymore, we will charge £20 for one to be sent to you.
BILLING & PAYMENTS
when will i get my refund?
Once we have received your scooter back at the warehouse and it’s been checked, we will issue your refund the same day. It usually takes up to 5 working days to appear back in your account. This depends on your bank.
next day delivery
You can order before 2pm to qualify for next working day delivery to the UK (except Nothern Ireland). We DO NOT deliver on weekends. All orders placed after 2pm on Thursday will be delivered the following week. If your order has taken more than one working day to be delivered and you placed your order before the 2pm cut off, please contact firstname.lastname@example.org so we can look into this for you.
where is my order
We aim to deliver all e-scooters and accessories within three working days, if ordered on a weekday before 2pm.
On the day that your order is dispatched you can expect to receive a confirmation email along with a tracking number. This email will allow you to track the status of your delivery.
If it has been more than three working days since you placed your order and you have not received this tracking link, please check your junk/spam folder as sometimes the emails can end up there.
If you still can't find this, please email email@example.com with your order number in the subject line and our team will get back to you as soon as we can.
I paid for next day delivery but it did not come?
If our courier was unable to meet the next day delivery postage, please get in contact with us and we will be happy to refund you your next day delivery fee (£4.99).
change of mind and want to return item(s)
Have you still got the original box? If yes, we’ll issue you a return label which you can take to the post office along with your scooter
returning a faulty item
We are very sorry to hear you have received a faulty item. Have you still got the original box? If so, you can contact us at firstname.lastname@example.org or on our live chat where one our customer service team will be in contact with you to ask some additional questions and organise a return for you. Please rest assured, if the e-scooter is found to be faulty, the £18 postage fee will be waived.
can i cancel my order?
We can cancel your order if your order hasn’t left our warehouse yet. Our orders go out at 2pm everyday so you must cancel before then.