returns & refunds

Return Policy

Last updated 31st January 2023

Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a refund, store credit, or an exchange. Please see below for more information on our return policy.

E-Scooter Returns

All returns must be submitted within thirty (30) days of the purchase date. All return items must be in unused condition, with original packaging, manuals and accessories.

If your scooter is used, you are still eligible for a refund, however, this will be a percentage of the original purchase price.

Please note that the percentage amount you give depends on the return assessment of your e-scooter. Maximum percentage is 80% of the original price.
Your e-scooter will need to be in the same tip-top condition as when it was delivered— with no or slight wear and tear.
We do not cover consumable parts, including wheels (tyres, spokes or punctures), cables, brake shoes, headsets or bottom brackets.
Any fault or damage caused due to misuse, including water ingress will be chargeable to you.

E-Bike Returns

All returns must be submitted within thirty (30) days of the purchase date. All return items must be in unused condition, with original packaging, manuals and accessories.

E-Bike 30 Days Trial

We are the only electric bike retailer that lets you ride your bike and still return it for a refund. Our thirty 30-days trial allows you to return your e-bike to us within 30 days of delivery without giving us any reason.

That means you can unbox your bike 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.

You can ride your e-bike up to 15 miles / 25km; however, e-bikes over 15 miles / 25km can still be eligible for a partial refund.

Please note that the percentage amount you give depends on the return assessment of your e-scooter. Maximum percentage is 80% of the original price.
Your e-bike must be in the same tip-top condition as when it was delivered— with no or slight wear and tear.
We do not cover consumable parts, including wheels (tyres, spokes or punctures), cables, brake shoes, headsets or bottom brackets.
Any fault or damage caused due to misuse, including water ingress, will be chargeable to you.

Return Process

To return an item, please get in touch with our customer service team through our live chat. Once done, place the item securely in its original packaging and the return form provided.

Moose is not responsible for any damage caused during transit.

If unable to provide the original box, replacement boxes can be provided, however, these are chargeable (scooter box £25.00 bike box £30.00)
You can return items using our tracked courier service.. These are chargeable of £20 for electric scooters / £30 for electric bikes. The charge will be deducted off of your final refund amount.

For accessories, please return to the address below:

Moose

Attn: Returns

Order Number:

New Farm Offices

Glastonbury

BA6 9AB

Refunds

After receiving your return and inspecting the condition of your item, we will process your return or exchange. Please allow at least seven (7) days from receipt of your item to process your return or exchange. Refunds may take up to five (5) business days to appear back with you, depending on your bank.

We will notify you by email when your return has been processed.

Exceptions

For defective or damaged products, please contact the team via our live chat to arrange a refund or an exchange with the customer service team.

Questions

If you have ay questions concerning our return policy, please contact the customer service team on our live chat.