Electric Scooter Returns & Warranty
Electra Zoom Electric Scooter Returns & Warranty Information
Returns Policy:
If you receive a faulty or damaged product, please contact us immediately at info@electrazoom.co.uk, including photographs of the issue. Do not ride the scooter, as we cannot replace it if it has been used.
If you wish to change your mind, you have 14 days from the date of receipt to inform us. The product must be unused, and you will be responsible for returning the electric scooter to our UK warehouse. Please be aware that a restocking fee may apply if parts are missing or if it is a larger scooter. If you refuse delivery, you will be charged for return shipping.
If your electric scooter develops a manufacturing fault through normal use, as outlined in the manufacturer’s manual, within 30 days of receipt, please email us at info@electrazoom.co.uk with your order number, a photo of the scooter, and details of the fault. We will arrange for its return for repairs before sending it back to you.
Warranty:
We offer a comprehensive 2-year warranty for our Xiaomi electric scooters and a 1-year warranty for Inokim, Segway/Ninebot, Kaabo, Dualtron, Ducati, and other models. Unlike other sellers, your scooter does not need to be sent back to China for repairs; all services will be conducted in the UK.
We maintain a stock of spare parts in the UK and have extensive experience in repairing Xiaomi products. If we need to order parts from abroad, we will inform you.
Some smaller parts can be replaced at home, saving you the inconvenience of sending your scooter away; we can guide you through this process if needed.
For used or ex-demo scooters, we offer a 90-day warranty unless otherwise stated in writing.
If you encounter any issues with the scooter, please contact us first. We will not be liable for any costs incurred if you take it to a local shop or independent repair service.
Our warranty covers:
- The battery
- The vehicle body, excluding specific areas listed below
- Other electronics not detailed below
Please note that our warranty only applies to faults due to normal use, as per the manufacturer's manual. Any alterations, misuse (such as crashes or drops), firmware modifications, or water damage will void the warranty.
We are not responsible for repairs related to tyre punctures, disc brakes and pads, kickstands, lights, grips, reflective stickers, mudguards, cable damage, or any other consumables that may wear out under normal use, such as wheel bearings. Our warranty does not cover issues related to official or third-party smartphone applications linked to the scooters.
You will be responsible for shipping costs if the warranty is void or the claim is invalid, and a labour charge will apply for any work performed if the warranty is void.
We are not liable for any damage to your scooter while attempting repairs. Rounded off or broken bolts are not covered under warranty.
Punctures are not covered by the warranty. If we receive a scooter for repair or return with a puncture, there will be a £25 installation charge, plus the cost of the tyre for that scooter.
Installing solid tyres on Xiaomi, Inokim, or other models with air-filled tyres will void any warranty. Although solid tyres may seem advantageous, extensive testing has shown they can cause long-term issues and damage to the scooter.
We recommend keeping the original box for potential future returns. If a replacement box is required, a £25 charge will apply.
If returning the product, we advise taking photographs of the scooter from all angles and emailing them to us before shipment. Without these photographs, Electra Zoom Limited or the courier cannot be held liable for any damage to the product.
It is the customer’s responsibility to ensure the scooter is securely packaged. You may return the scooter via your preferred courier, or we can arrange a collection for a fee ranging from £20 to £40, depending on the product's size and weight.
If you have a collection booked and are unavailable when the courier arrives, or if the item is not ready, you will be charged for a failed collection. The item must be boxed and ready in advance.
If an exchange is made and we send out a new scooter, we will require the original scooter to be returned. Failure to do so will void any warranty on the new product until the original is returned.
If the scooter is returned and no faults are found, or if the warranty is void, the customer will be responsible for shipping costs both ways.
As with any vehicle, customers should expect to perform minor maintenance from time to time. For scooters with extensive mileage, consumable items such as bearings and rubbers will need replacing, which is not covered under warranty.
For further details on riding and usage, please refer to our ‘Safety & User Guide’ page.