Refund & Return Policy – ScooterPRO
We want you to be completely satisfied with your purchase. We offer a straightforward refund and return policy to ensure you have a positive shopping experience with us.
Cancel Your Order
Before Dispatch
If you would like to cancel your order before the product has been dispatched, please contact our customer services team via email at contact@scooterpro.com.
Please provide the order details, including the order number, receiver's name and/or email address.
Your refund will be processed and a credit will automatically be applied to the original method of payment within 3 business days. If your order has not yet left our warehouse, we will cancel the order and issue a refund once confirmed.
Please note that a 5% processing fee for order cancellation will be charged if the items have not shipped.
After Dispatch
As we aim to dispatch items as quickly as possible, your order may already be on its way. If this is the case, please reject the parcel. We will confirm this and help you arrange a return.
For cancellation of orders that have already shipped, a 10% restocking fee will be charged, as well as the resulting shipping cost and tariffs.
Order Change Address
If you need to change the address, please contact us at contact@scooterpro.com.
Please provide:
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Order number
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Original address
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New address
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Recipient name and/or email address
Please note that even if the goods have not been shipped, the warehouse must manually cancel the order and place a new one to change the address. A 4% order cancellation and address change manual operation fee will be charged.
Shipping & Refund Policy (Incorrect Address Orders)
1. Incorrect Shipping Address
Please ensure that all shipping details — including name, street address, postcode, and contact number — are entered correctly at checkout.
Once an order has been processed and shipped, we are unable to change the delivery address.
If a parcel cannot be delivered due to an incorrect or incomplete address provided by the customer:
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The order may be returned to our warehouse by the courier.
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Once returned, we can either:
a) Reship the item to the correct address (additional shipping fee applies), or
b) Process a refund with a deduction for shipping and handling fees.
A 10%–20% processing fee (depending on parcel size and courier charges) will be deducted from the refund amount.
ScooterPRO is not responsible for delays, losses, or extra fees resulting from address errors entered by the customer.
2. Refund Eligibility
Refunds are only available once the parcel has been safely returned to our warehouse.
We cannot issue refunds for packages that are still in transit or marked as “undeliverable” by the courier.
3. Processing Time
Refunds (minus applicable fees) will be processed within 5–10 business days after we receive the returned item.
Return Conditions
To be eligible for a return, your item must meet the following conditions:
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Any new and unused product purchased from ScooterPRO may be returned for up to 30 days after the original delivery date.
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The product must be unused, in its original packaging, and in the same condition as when received.
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Return requests must be made within 7 days from the date of delivery.
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Proof of purchase (order number or receipt) is required.
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Products must be returned with a return shipping label provided by ScooterPRO after confirmation.
How to Return
Return Steps
If you change your mind, you can return unused, “as new” items using our tracked courier return service.
To initiate a return, contact us at contact@scooterpro.com, including your order number and reason for return.
We will arrange a pre-paid return label.
Please print the label, attach it to the original box, and drop it off at your local post office.
Include inside the box:
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Your name
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Order number
All information must be received within 30 days of delivery.
Returned goods must be in “as new” condition with all components included. Mileage on returned electric scooters and hoverboards must be less than 1 km.
Notice:
Customers are prohibited from returning packages independently. ScooterPRO is not responsible for lost parcels or damage caused by independent returns. Refunds will not be issued in these cases.
Restocking Fees
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15% restocking fee: electric scooters and e-bikes
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20% restocking fee: walking pads, hoverboards, kids’ scooters
Refund Process
Once your refund has been approved by the ScooterPRO technicians, we will request your confirmation.
Refunds will be issued to the original payment method within 7–14 business days.
Bank processing times may vary.
Our Refurbish Address
Recipient: RTN-119 Refurbishe
Tel: 07309917245
Address: Unit 14, Union Road, Oldbury, Birmingham
West Midlands
Postcode: B69 3EX
Returned & Exchange Products
Faulty Items Within 30 Days
If your item is faulty or damaged within 30 days of delivery, contact contact@scooterpro.com with your order number and details of the fault.
Please attach clear images or a video if possible.
After assessment, we will provide a pre-paid return label.
All returns are assessed by a ScooterPRO technician. If no fault is found, the item will be returned and return shipping may be charged.
Faulty Items After 30 Days
Returns are not allowed after 30 days.
However, warranty repairs may still apply.
Contact contact@scooterpro.com with order details and fault evidence. We will guide you through the warranty process.
Received Wrong Item
If you receive the wrong item, contact contact@scooterpro.com with your order details.
You may choose a replacement or partial/full refund. A prepaid return label may be provided.
Item Damaged In Transit
If your item arrives damaged, email contact@scooterpro.com with images or videos.
We will arrange a replacement, refund, or exchange after confirming with the courier.
Lost or Missing Items
If your order is lost or missing, contact contact@scooterpro.com with your order and tracking number.
Claims typically take up to 7 days.
Non-Returnable Items
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Accessories (including K3)
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Opened or used products after 30 days
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Gift cards
Klarna Returns
If you paid using Klarna (“Pay in 3”), ScooterPRO will instruct Klarna to process the refund.
Refund timing depends on Klarna’s policies.