Returns & Refunds

All our e-bikes and e-scooters come with a full UK phone and or email support for all products sold within the UK. We are here to assist you should you encounter any problems. You are covered by us here for the 1st 30 days on a back to base basis after this any warranty claims are handled by the manufacturer directly as per their handbook. We will of course assist you as much as possible to ensure your peace of mind.

Manufacturer’s warranty:
6 months Battery, Motor, Controller, Display. (Subject to fair wear and tear).
12 months all other parts (Subject to fair wear and tear).

Return Policy

We offer a no-hassle returns policy to any unused e-bike and e-scooter with intact original packaging and has not been assembled, ridden or damaged. Our refund policy lasts 14 days. You will need to provide proof of purchase. In these circumstances you will be eligible for a full refund.

Please note that we will not pay for shipping on returns and we will deduct the return shipping cost and additional fees from the final price of the product. We can send you a return shipping label and you will need to take it to your nearest drop off point. The product must be in the original box and packaging.

1. What should I do if I want to return my scooter after riding it?
If you are not entirely satisfied with your e-bike or e-scooter and want to return it, please contact us. You may be eligible for full or partial refund, depending on the circumstances. However, we reserve the right to make a deduction to your refund for wear and tear should there be any scuffing or damages (for example the cost to replace the tyres, and scratches under the frame). Any refund issued to a used e-bike or e-scooter or with missing packaging is at our discretion.

2. How do I return my scooter?
The first thing to do is to contact us within the first 14 days of owning your e-bike or e-scooter. We will need proof of purchase. When we receive your information, we will explain what to do next. Please note that we will not pay for shipping on returns and we will deduct the return shipping costs and/or fees from any refund. We can send you a return shipping label and you will need to take it to your nearest drop off point. The e-bike or e-scooter must be in the original box.

Refund Policy

You will be eligible for a full refund of the cost of the product if you return your item unused with all original packaging intact in an unused condition. If you are returning your product you will have to cover the cost of the shipping charges.

1. Once I've returned my scooter, when will my refund be issued?

Once we receive your item, we will inspect the returned items and after inspection is complete we will notify you on the status of your refund immediately. If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuers policies.

2. Can my shipping charges be refunded?

If the return is due to our mistake (e.g. wrong colour or manufacturing fault), then the shipping charges will also be fully refunded. If we have not made a mistake, the cost of the return shipping will be deducted from your refund. If you are unsure, please contact us, we're here to help.

Returns

1.   Damaged & Faulty items after 14 days of delivery

If your scooter develops a manufacturing fault through normal use (as outlined in the manufacturer’s manual) after the initial 14-day period, please email us at sales@phazedescooters.co.uk and we will advise and support. We may ask you to send us pictures and videos of the fault which we will assess to see if the fault can be solved over the phone with one of our advisers. If an item is required to be returned to us for repair, we will offer to arrange this service. To arrange this, we will send the necessary paperwork to you via email for your attention and correspondence. If the necessary paperwork is not returned to us for any reason, we will not arrange the collection of the item.

Once fault has been confirmed by our service centre we will either fix it or offer a full replacement depending on the fault if a fault is confirmed by our team.

If our service team do not confirm a fault with the goods, the goods will be returned straight back to you. In this scenario you will be held liable for all shipping costs incurred for both pick up and return.