Electra Zoom Electric Scooter Returns & Warranty Information
If you have received a faulty / damaged product please let us know straight away by firstname.lastname@example.org please attach any photos of the fault on the email. Please ensure you do not ride the scooter, once ridden we are unable to replace the item if required.
If you decide to change your mind then you have up to 14 days from the moment you receive the goods to inform us, the product must be unused. You will be responsible for the return of the electric scooter back to our UK warehouse. Please note we may charge a restocking fee if parts are missing or if it is a larger scooter.If you decide to refuse the delivery you will automatically be charged fo the return shipping back to us
If your electric scooter develops a manufacturing fault through normal use (as outlined in the manufacturer’s manual) within 30-days of receiving the product, then please email us at email@example.com, quoting your order number, attaching a photo of the electric scooter and the fault details. We will arrange for it to be returned to us for repairs before returning the electric scooter to you.
We provide a full 2 year UK warranty for our Xiaomi electric scooters & 1 year for Inokim & Segway/Ninebot, Kaabo, Dualtron, Ducati, and all other models.
Unlike other sellers, your scooter does not need to be sent back to China for repair and we will perform all repairs in the UK.
We hold most of the spare parts in the UK and we have an extensive experience in repairing Xiaomi products and hold stock here in the UK. If we are required to order anything from further afield we will make you aware.
You can easily replace some smaller parts at home, saving you the hassle of sending your scooter away. We can run you through this if you unsure.
On any used / Ex demo scooters we only offer a 90 day warranty unless otherwise stated in writing.
Our warranty cover includes:
- Warranty for the battery
- Warranty on vehicle body outside of the ares covered below
- Warranty for other electronics that are not outlines below
Please note that we only provide a warranty service if your scooter develops a fault through normal use (as per manufacturers manual). If the scooter has been altered in any way or miss used inc crashes/drops, this included the firmware, or has water damaged then the warranty is void.
We are not liable for any repairs which includes tyre punctures, disc brakes & pads, kick-stand, lights, grips, reflective stickers, mudguards, cable damage or any other consumables which would wear out / occur within normal use of the scooter ie wheel bearings etc. Our warranty does not cover any issue relating to official or 3rd party smartphone applications in association to the scooters as these are developed and controlled solely by the developer. You will also be responsible for any shipping costs if the warranty is void or no valid claim. There will also be a labour charger for work carried out if the warranty is void.
Additionally we are not responsible, and neither does the warranty cover any damage done to your scooter though trying to perform any repairs. Rounded off or broken bolts are not covered under warranty.
Punctures are Not covered by warranty. If we receive a scooter back for repair or return with a puncture there is a £25 installation charge, plus the cost of the tyre for that particular scooter.
The installation of Solid Tyres on the Xiaomi, Inokim or other modes with air-filled tyres as standard will void any warranty held with us. Although the solid tyres may seem like a good idea, after extensive testing we have found they can cause issues, and associated damage to the scooter in the long run.
We advise you keep the original box incase it needs to be used in the future. If a replacement box is required there is a £25 charge for this.
If you are retuning the product back to us for any reason we strongly advice you take some photos of the scooter from all angles and email them over to us before you send the scooter. Without these photos Electra-Zoom Limited, or the courier cannot be deemed liable for any damage to the product.
It is the customer’s responsibility to ensure the scooter is security packaged up. You can either send the scooter back to us yourself via your courier of choice. Or we can arrange this to be collected, there is a fee of this ranging from £20-£40 depending on the product and its size & weight.
If you have a collection booked in and you are not there when the courier arrives or item not ready you will be charged for a failed collection. The item must be ready and boxed beforehand.
If an exchange is made in which we send out a new scooter we will require the original one back. Failure to send this will void any warranty with the new product until the original is returned.
If the scooter comes back to us, and there are no faults found or warranty void. The the customer will be liable for the costs of shipping the scooter both ways.
Like with any type of vehicle, customer should expect and be responsible to do some minor maintenance time to time. On some scooters with extensive milage consumable items such as bearings, rubbers etc will need replacing, this is not covered under the product warranty.
Please see our ‘Safety & User Guide’ page for more details on riding and usage.