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free next working day delivery
 
shop now, pay later.

warranty / moneyback guarantee

we offer comprehensive scooter warranties along with a class leading moneyback guarantee

 


what is the 30-day moneyback guarantee?

We are the only electric 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. In order to receive your full refund, your scooter must fulfil the following criteria below.
 
moneyback guarantee conditions

refrubished scooters: You can ride your scooter up to 5km and still return it for a full refund. If a scooter has been used for over 5km, you may still be 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.

new scooters: New scooters must not be used and returns will not be accepted if the scooter shows any signs of use

- 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 £25 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.



how to return your scooter for a refund

1) Talk to us on live chat or email us on support@moose.co to say you would like to return your e-scooter.
2) We will send you a prepaid postage label and the postage charge of £18 will simply be deducted from your final refund amount.
3) You will be emailed a pre-paid postage label. You just need to print off an attach the label and drop the box down to your local post office

*Please find full details of our returns policy here 
 

 

  1. our moose warranty

  2. Unlike most scooter retailers, at Moose we cover all scooter warranties ourselves! This means that we can get your scooter repaired/replaced significantly quicker than other retailers that have to jump through multiple hoops to get your scooter back to the original manufacturer which could take weeks!
    We offer three different scooter condition grades; mint, good, and fair, each has a different warrant length as can be seen below.
  3.  
  4. warranty length offered: 

    mint condition scooters: 6-months 
    good condition scooters: 3-months 
    fair condition scooters: 3-months 

 

warranty exceptions

Please note that the following cases will void your scooters warranty:

  • 1) The scooter demonstrates signs of misuse or handling that is contrary to the instructions set out in the user manual, including but not limited to inappropriate use or incorrect maintenance and storage.
  • 2) There are signs of crash damage, or if the submitted repair work is needed due to the e-scooter having been involved in an accident. Damage from reckless use or intentional damage will also invalidate the warranty.
  • 3) If the requested work is to repair normal wear and tear, surface or cosmetic damage.
  • 4) If the scooter has signs of water damage that has affected its components  
  • 5) The opening, disassembly or modification of the scooter with non-licensed or non-original parts, including modifying or cracking the scooters firmware, or by a non-licensed person will invalidate the warranty.
  • 6) Consumable items are not included as part of the warranty, outlined below:
  •  
  • - Tyres
  • - Inner tubes
  • - Rubber footrest
  • - Handlebar grips
  • - Brake cables
  • - Brake pads
  • - Paint
  • - Rubber bungs
  • - Chargers (only covered with the first 30 days of purchase, providing they have not received damaged caused by miss-use)

To make a warranty claim, please message us through live chat or email us at support@moose.co