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returns and refunds

we make returns hassle-free with our 30-day moneyback guarantee

 

We accept returns & refunds for both a change of mind request, or a warranty claim. We off a class-leading 30-day money back guarantee that allows you to ride your scooter for up to 30 days (5km max) and still return it for a refund. See below for our terms and conditions for both our change of mind return + warranty claim. Read more about out warranty and moneyback guarantee.

change of mind return (30-day moneyback guarantee)

Money-back Guarantee terms and conditions:

- You must not have ridden the scooter more that 5km. Don't worry if you have, you may be still eligible for a partial refund of up to 85% of the scooter value. Please note the percentage amount given to you is dependent on the return inspection of your scooter.

- The e-scooter needs to be in the same tip-top condition as when it was delivered as covered by our 'normal use policy' as seen below.

- All parts that came with the e-scooter must be returned, including the original charger, manuals, and accessories including the original box and packaging (we strongly recommend therefore that you keep your box when your scooter arrives).

- If you don’t have the original box another one will need to be purchased from us. This will be at the cost of £20 which includes the cost price of delivery and the box from ourselves.

- You can return your scooter using our tracked return service at the cost of just £18. We will send you a prepaid postage label and the postage charge will simply be deducted from your refund amount.

- If you choose to return by post, it is your responsibility to ensure that the item is returned to us in a safe and secure manner. Moose cannot be held responsible for any damage caused during posting or items lost in transit. If not using our courier service, we strongly recommend that you use a recorded postal/courier service.

return details

- Our normal use policy doesn’t cover consumable parts such as Wheels (Tyres, Spokes or Punctures), Cables, Brake shoes, Headsets or Bottom brackets. Any fault caused due to misuse of a product, including water ingress or external damage will not be covered in our returns policy.

  • - Returned items will be checked by one of our specialists to ensure they meet the criteria set out in this returns policy.  
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  • - Returned products must be sent back in the same condition meaning completely cleaned and with all the parts.
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  • - Refunds will be processed within 14 days of us receiving the returned item, using the same method of payment used for the original purchase. Credit & debit card refunds must be made to the card used for the original purchase. 
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  • - 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. This does not affect your statutory rights. 

 

Incorrect delivery details

Moose cannot be held responsible if a customer inputs any incorrect address details on their order, which causes the item to be delivered incorrectly. The customer assumes full responsibility for all delivery details supplied at point of order. Unfortunately due to the speed at which we process orders, it’s not possible to change the delivery address once an order has been placed. If you ordered within the last hour it may be possible for your order address to be updated so do get in touch with our customer service as soon as possible.

If you would like to cancel your order, please email support@moose.co with the word “cancel” and your order number in the subject line and one of our customer service agents will look into this for you.

Missed delivery?

If you miss your delivery the courier will attempt another the following day. If you miss two redelivery attempts, the items will be returned to our warehouse. If the driver has issues delivering to your address, it’ll be marked on the tracking information page. If you find that this is the case, we recommend contacting the courier directly, using your tracking number for reference. To access your tracking information, please see your SMS from Fedex.


*We cannot always guarantee delivery within the stated time frame due to the courier experiencing unexpected delays