Return Policy
Last updated 2nd May 2024
E-SCOOTERS
A 'change of mind' return can be made on your e-scooter within 14 days of delivery.
- We do advise to keep your box (A replacement box is available for a charge of £15)
- The e-scooter must be returned in an unused condition with all components, accessories and packaging included in the original box.
- The item returned without original packaging may be damaged in transit - the purchaser accepts all liability for any damage and loss of value incurred.
- Mileage on the returned refurbished e-scooter must be less than 1km
- Mileage on the returned new e-scooter must be 0km
- A delivery fee of £20 will be deducted from the refund.
E-BIKES
A 'change of mind' return can be made on your e-scooter within 30 days of delivery. We expect your e-bike has been ridden whilst in the 30-day trial period, however to qualify for a refund:
- The e-bike is subject to a fair usage mileage of 15 miles. Anything above this will be charged at £5 per mile.
- We do advise to keep your box (A replacement box is available for a charge of £30)
- The goods must be returned in an excellent condition with all components, keys, accessories, manuals and packaging included in the original box.
- The item returned without original packaging may be damaged in transit - the purchaser accepts all liability for any damage and loss of value incurred.
- Your product must not show any wear exceeding that which could be expected and must be returned in an acceptable level of cleanliness.
- Any additional accessories that were fitted by the team will be deducted by £10 per accessory from the final amount due to the time it takes to fit them on for sale.
- A delivery fee of £50 will be deducted from the refund.
PARTS & ACESSORIES
A 'change of mind' return can be made on parts or accessories within 14 days of delivery.
- Non-faulty unwanted items can be returned within 14 days of delivery for a refund. Contact our Customer Service team via chat or email. Please label the package clearly with your order number provided.
- When returning non-faulty accessories, the postage cost will be deducted from your refund.
- Faulty items can be returned free of charge within 14 days; contact our Customer Service team via chat or email, they will be able to provide a return label.
Please note: Please ensure you only attach labels to the external shipping packaging, not the product packaging itself.
ON ARRIVAL
Once the team have approved your refund, we will ask for your confirmation that you accept the refund terms. We will refund the agreed monetary value to your original payment method within 3-5 days. Please be aware that a direct refund can take up to five days to appear in your bank account, depending on whom you bank with.
Please note: Any defects/damage or excessive mileage found on assessment, will be taken into consideration when providing a refund.
CANCELLING YOUR ORDER
Before dispatchIf you would like to cancel your order before the product has been dispatched to you, please contact our customer services team via email at help@moose.co, quoting your order number. If your order has not yet left our warehouse, we may be able to cancel the order and issue a refund once confirmed.
What if my order has already left the warehouse?
As we aim to dispatch items as quickly as possible, it may already be on its way to you. If this is the case, we will confirm this and help you to arrange a return.