Refund ＆ Return Policy
RETURN
To help you enjoy shopping at eu-iscooter.com, we provide a return and refund policy as follows:
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
Returns are not accepted after 14 days of the delivery date.
To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, with all items that were inside the box (charger, keys, hardware, etc.), and in its original packaging. You'll also need the original proof of purchase.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. If the outer packaging is visibly damaged, we recommend you refuse the delivery or clearly mark “damaged” on the receipt; this helps us file a claim with the carrier.
To start a return, you can contact us at info@eu-iscooter.com. If your return is accepted, we'll provide you with a return shipping label (for quality issues) or instructions on how and where to send your package (for change‑of‑mind returns). Items sent back without first requesting a return will not be accepted.
NON‑RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:
- Product from unauthorized reseller
- Damage caused by human factors (misuse, accident, improper handling)
- Special orders
- Giveaways or free items
- Online sale accessories (unless faulty)
- Extra purchased accessories (if you purchase after‑sales accessories, please make sure they are the correct parts before purchasing)
- Returns related to road certification issues (e.g., German ABE or Spanish DTG) – these will be treated as change‑of‑mind returns.
RETURN & REFUND
| Situation | Terms & Conditions |
|---|---|
| Quality issues (within 14 days, unused) | If the item is defective, damaged, or incorrect, and the issue cannot be resolved by sending replacement parts, we accept returns with a full refund. We will provide a free return shipping label. The item must be in its original packaging with all accessories. |
| Quality issues (after 14 days) | Returns for quality issues after 14 days are not accepted. Please refer to our separate warranty policy for repair or replacement options. |
| Change of mind (14 days right of withdrawal) | You may return the item within 14 days for any reason. All return shipping costs are borne by you. The item must be unused, in original packaging, and in resalable condition. If the returned item shows signs of use or damage affecting its resale value, a partial refund may be deducted. The original outbound shipping cost is non‑refundable. |
| Order cancellation before shipment | You may cancel your order before it is shipped. No fees apply. |
| Order cancellation after shipment | If you cancel after the package has been shipped, you will be responsible for the return shipping costs. We will deduct these costs from your refund once the item is returned. |
| Package lost in transit / undeliverable | If your package is lost or cannot be delivered (e.g., wrong address provided), we will initiate a trace with the carrier. Once the carrier confirms the loss, we will process a full refund. This may take several weeks. |
| Address change after shipment | Address cannot be changed after the item has been shipped. If the package is returned due to an incorrect address, you will be responsible for the return shipping cost and any re‑delivery fees. |
| Customer refuses package | If you refuse to accept the package, it will be returned to us. Once we receive it, we will process a refund minus the actual return shipping costs. |
| Battery return (non‑defective) | Unused batteries can be returned within 14 days; return shipping costs apply. Used batteries cannot be returned unless defective (see warranty policy). |
| Non‑returnable items | Items listed under “NON‑RETURNABLE ITEMS” are not eligible for return. If you return them, they will be sent back at your expense. |
HOW CAN I GET THE REFUND?
If your return is approved, we will provide you with a return shipping label (for quality issues) or instructions for self‑shipped returns. Once we receive and inspect the returned item (usually within 5 business days), we will process your refund within 1–2 business days.
The refund will be issued to your original payment method. The time it takes for the money to reach you depends on your payment provider:
- PayPal: up to 48 hours.
- Credit card: typically 7–14 business days (depending on your card issuer).
If the returned item is not in its original condition, we will notify you and may apply a partial refund based on the loss of value.
SPECIAL NOTE ABOUT REFUNDS
- Refunds are processed only after the returned item has been received and inspected.
- We do not refund the original shipping cost you paid for delivery (except in cases where we are at fault, e.g., wrong item sent).
- For change‑of‑mind returns, the return shipping cost is your responsibility. If we provided a shipping label, we will deduct that cost from your refund.
- If you have any questions about your return or refund, please contact us.
CONTACT US
If you have any questions, please email us:
E‑mail: info@eu-iscooter.com
Working days: Monday – Friday, 9:00 – 18:00 (GMT+1)
We typically reply within 1-2 business day.