Refunds & Returns

Please find below the terms and instructions for returning items back to My Scoot for a full refund. 

Cancelling before delivery?

If you change your mind after successfully placing an order with us, please contact us immediately, stating your order number and that you wish to cancel it.

In case the item has already been sent out for delivery, we will try our best to contact our delivery partner and recall the item. However, if it is too late to do so, please wait for your order to arrive and then return it back to us (see below for instructions).

 

Changed your mind after receiving your order?

We've tried our best to simplify the returns process at My Scoot and make it as painless as possible for you. If you have already received your order and you no longer wish to keep it, you will have 14 days from the receipt of your order to raise a Returns notification request (see How to Return item(s) to us section below). Once we have approved your Returns request, you will have a further 14 days within which you must return the item/s to us.

Please note that the return will only be processed, if:

  • The items are back in their original packaging - Please note that we may make a deduction from the refund amount for the loss of value of any items supplied, if the loss is the result of unnecessary handling by you.  You can examine the goods (just as you would in a shop), but to obtain a full refund, the goods must be returned in “as new” condition and in their original packaging. We can provide you with packaging for a nominal fee if you have misplaced or damaged the original.
  • The items show no signs of usage - You may examine the items (just as you would in a shop), however once used, we will not be able to accept returns (unless there is a fault or issue with the item(s).

 

Damaged or faulty items - within 15 days

If your items develop a manufacturing fault through normal use (as outlined in the manufacturer’s manual) within 15 days of receiving the goods, then please contact us, quoting your order number, attaching a photo of the items and their reported fault(s). We will arrange for a free collection and redelivery and organise the repair on your behalf.

 

Damaged or faulty items - beyond 15 days

If your item(s) develop a fault after the initial 30 days period you will need to contact the manufacturer and make a warranty claim. Please note the warranty period will vary by manufacturer. You can find the contact details and warranty terms at our Warranty Support page.

If you cannot find warranty information please get in touch, and we will endeavour to provide the right customer support details on to you.

Please note that, we cannot accept returns:

  • without all original packaging and accessories, including the retail box, manuals, cables, charger and all other items originally included with it (we can provide a new box at a cost of £25).
  • if the electric scooter has been damaged through misuse or shows signs of being tampered, customised, or altered in any way.
  • is in any condition that we deem renders the item unsaleable.

How to return item(s) to us

You may choose any of the following options to return your scooter:

Return via post

Follow the steps below to organise a return via post office drop-off:
  1. Contact us directly to request a return
  2. Once your request is approved, please complete this form, detailing the items you wish to return
  3. Repackage all order contents in their original packaging*
  4. Affix the adhesive address label before sending the item (remember to ask for proof of delivery)
  5. Drop it off at your nearest Post Office (don't forget to request proof of purchase as we will not be held liable for any loss or damage during transit)
    * items must be returned in their original packaging. If original packaging has been misplaced then we may deduct the cost of replacement from your refund amount

      Arrange for collection

      We use an express & insured courier service for all collections and will deduct a £20 fee for use of the service (unless there is a manufacturing fault within 30 days). To continue, please read the instructions below:
      1. Contact us directly to request a return via our collection service
      2. Once your request is approved, please complete this form, detailing the items you wish to return
      3. Repackage all order contents in their original packaging*
      4. Print & affix the address label that we will send to you via email
      5. Give the package(s) to the driver for collection

          Refunds

          All refunds will go back to the original payment method and can take up to 14 working days from receipt of your item(s), plus up to a further 5 days to process (depending on the bank and time of year). 

           

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