Cancelling Your Order
If you would like to cancel your order, please contact us immediately via our email address: email@example.com Ensure that you include your order number and Name when contacting us.
If your order has not yet left our facilities, we should be able to stop it shipping, and issue you a refund immediately.
If your order is in transit, or has already been delivered, you will need to arrange a return with us. Please see the section called: ‘2. Returns – Changed Your Mind’.
Please note – when returning a product, it must be returned in ‘as new’ condition, with all components included, in their original packaging. There will be a charge for the return – see below.
Returns – Changed Your Mind
If you change your mind after buying from us and want a refund, you have up to 14 days to let us know, and another 14 days to return the goods to us. Note that if you do not inform us of your decision to change your mind within the 14 days then we will unfortunately be unable to offer a refund. You will need to return the product to us before we can provide a refund. We can help arrange the return for a charge (see charges below) – we will send you an email with the collection details on that you will need to print and attached to the original box, you will then be required to take your scooter to your nearest drop off point. Note that you will be charged for the original delivery and subsequent collection charge. This will be deducted from any refund.
To initiate a return, you need to contact us via our email address: firstname.lastname@example.org. Please include your order number, Name and the reason for your return in your correspondence.
Please note – the 14 days return period is to allow you to examine the goods as you would in a shop. To obtain a full refund, the goods must be returned in an “as new” condition with all components included in their original packaging. “As new” condition is defined as unridden (less than 1km logged on the scooter’s odometer.)
Once your goods are received back at ev-tek ltd facility, they will be assessed by a one of our trained representatives within 5 working days. Any missing parts or damage resulting in a reduction in the retail value of the products will result in an equivalent deduction in your refund amount. Please note the loss in value caused by any excessive use or handling of the product will always be assessed on a case-by-case basis. Any missing components may be subject to receiving deductions from your refund
Note that this does not affect your statutory consumer rights.
There is three return options available to you. Should you wish to return your item to us once you have changed your mind.
- We can arrange shipping – We can help arrange the return for a charge of £40 for boxes under 120cm and under 40kg in weight for all returns including and over 120cm and including and over 40kg will be £110 – We will send you an email with the collection details on that you will need to print and attached to the original box, you will then be required to take your scooter to your nearest drop off point.
- Drop off at our store – You are more than welcome to drop it off in person at our store at Ev-tek ltd Ellough Park Raceway, Benacre Road, Ellough, Beccles NR34 7XD. Please notify us before you drop it off at email@example.com
Your own Shipping – Please feel free to arrange your own shipping. Please send the scooter to the following address: Ev-tek ltd Ellough Park Raceway, Benacre Road, Ellough, Beccles NR34 7XD. You will be responsible for ensuring that the scooter arrives to us and you will be responsible for making sure that it arrives in a good condition.
Returns – Damaged & Faulty
Faulty electric scooter – Less than 30 days post-delivery
If your electric scooter arrives damaged or develops a manufacturing fault during normal use (as outlined in the manufacturer’s manual) within 30 days of you receiving it you are entitled to a repair, replacement or refund.
To initiate this process, you need to contact us via our email address: firstname.lastname@example.org
Please include your order number, information about the fault, and any pictures/videos that demonstrate the problem. You can also let us know whether you want a refund, repair or replacement in this initial email.
Following an initial phone based assessment, we will arrange collection / drop off location free of charge, and will arrange for a repair, replacement or refund.
Please note – All returns are assessed by a ev-tek representative and the fault must be confirmed before further action can be taken. The assessment process can take up to 3 days.
All components must be returned in the box with your scooter. See above pricing for unreturned items.
If no fault is confirmed the scooter will be returned to you. We may charge you to return the scooter in these circumstances.
Faulty electric scooter – More than 30 days post-delivery
If your scooter develops a fault through normal use (as outlined in the manufacturer’s manual) after the initial 30 days period you may still be entitled to have your scooter repaired at no cost to yourself. We will assess the fault via phone and email to confirm that the scooter we supplied was defective before agreeing to provide a free repair.
If you find yourself in this position, please contact us via our email address: email@example.com and we will support you through the next steps, which may include facilitating a repair or replacement via the Manufacturer, under their warranty.
Please note – any fault caused due to misuse of the scooter including water ingress or external damage is not covered by this policy. Please ensure your read the manual in detail before using your electric scooter to avoid voiding your warranty.
What’s not included within your warranty?
Your warranty is not transferable should you resell your scooter.
General wear and tear, damage caused by misuse including exceeding weight limit of the scooter is not covered. The warranty solely covers manufacturing faults. Once inspected by one of our qualified engineers, should the fault be found not to be covered by the warranty then a report will be provided together with evidence and a quotation needed to repair and return the item to you.
Any changes to firmware, modifications to the scooter that may result in damages to the scooter are also not covered by the warranty.
Once a refund has been approved by our team, we will refund your payment to your original payment method (i.e, card, Paypal account etc) within 14 days. You will receive an email confirming your refund acceptance. Please be aware that the refund can take up to 5 days to appear in your bank depending on who you bank with.
Note that delivery and collection costs (where applicable) will be deducted from the refund.
Telephone: 01502 507561