Our Warranty

Our Moose Warranty

1. You must be the original owner and have your proof of purchase or order number. The warranty protects you solely against manufacturing defects. The warranty is NOT transferable under any circumstance.

2. The limited warranty is only applicable for certain components which includes the following:

Battery, Controller, LED Lights, Motor, Display, Throttle, and Electrical Wiring. Accidental damage is not covered.

Any defect reported must include an image or video, to evidence the defect. When a defective component is reported Moose techinicians will validate the defect, in its sole discretion Moose with either:

• Repair the defective component.
  
• Replace the defective component with a new component, if straightforward for customer to replace this will be sent free of charge, if repair is required the product may need to be returned to us to carry out. 
  

It remains the sole discretion of Moose techincal team to determine whether the core component or product are defective and if they are covered by the limited warranty. 

Limited warranty does not cover the the following:

1.  Negligence and use of the scooter in wet conditions, or where moisture has been allowed to sit on the product resulting in rust/corrosion.
   
   
2. Parts with physical damage, incomplete/broken cable connections. 
   
   
3. Accidental Damage which is not the fault of Moose.
   
   
4. Damage associated with professional and hire use.
   
   
5. Defects or damages caused from accidents, improper use and storage, adnormal conditions, or loading over the manufacturers weight limit. 
   
   
6. Damage caused by improper assembly or maintenance, this includes damage caused by a third party. Repairs or alterations from a third party.
   
   
7. Damage caused by installing parts or acessories that were not intended for or compatible with the product. 
   
   
8. Damage caused by failure to maintain or service at approprioate intervals. 
   
   
9. The component which is submitted for repair or maintenance demonstrates signs of misuse or handling that is contrary to the instructions set out in the manual, included but not limited to inappropriate use and storage.
   
   

10. Any consumable items outlined below:

E-scooters consumerables:

- Tyres

- Inner tubes

- Rubber footrest

- Handlebar grips

- Brake cables

- Brake pads

- Paint

- Rubber bungs

- Chargers (only covered with the first 30 days of purchase)

E-bikes consumerables:

- Tyres

- Inner tubes

- Handlebar grips

- Brake pads

- Brake cables

- Paint

- Bearings

- Chargers (only covered with the first 30 days of purchase) 

PLEASE NOTE: Any modifications to the product will void the warranty.

The warranty will also be void if you are not the original owner as the warranty is non transferable. 

Warranty covers you solely against manufacturing faults.

Most electric products are not waterproof and therefore should never be ridden in damp or wet conditions. Please check product descriptions for full details or contact us if you have any questions.

Warranty Shipping Costs

For warranty issues Moose will arrange the shipping and will cover the cost to ship back to us and of posting the item back out to the customer (UK Only). However, if after inspection the issue is not deemed to be covered under the limited warranty or has been used against our warranty exclusions, the customer will be invoiced for any shipping and repair cost incurred.

Returning Your Item for Warranty

• You must ensure that the item is returned to us safely and securely. It is your responsibility, and Moose cannot be held responsible for any damage caused during posting. If you are not using one of our services above, we suggest you use a recorded postal/courier service.
  

• If you have a problem with your e-bike or e-scooter, please get in touch with us through our live chat with details of the issue you're experiencing. (The chat bubble is in the bottom left corner)
  

• If you do not have the original box, a replacement scooter box can be purchased from us at a fee—of £ 25.00 for a scooter box or £30.00 for a bike box.
  

• You can use packaging that you think will keep the e-scooter or e-bike safe and damage-free during transit. If we deem the packaging unsuitable, we will charge a replacement box fee for the journey home.
  

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

• Once your e-scooter has arrived at our facilities, our team of in-house techicians will start the assessment process.This process can take up to 3 days to complete.
  

• We will then notify you of their findings and whether the e-scooter or e-bike can be repaired or exchanged for a similar scooter. If the warranty claim is within our 30-day policy, you are entitled to a full refund, based on the techicians report. Please allow up to 14 days for your funds to reach your original payment methods. 

It remains the sole discretion of Moose to determine whether the core component or product are defective and if they are covered by the limited warranty.

PLEASE SEE THE RETURN POLICY FOR HOW TO SENT BACK YOUR PRODUCT.