Return & Refund Policy

Last Updated: 2026/08/17

At iScooter, we want you to be satisfied with your purchase. This Return & Refund Policy explains your rights and the procedures for returns, refunds, cancellations, damaged products, and defective products purchased through our website.

Nothing in this policy limits or excludes any mandatory consumer rights available to you under the laws of your country.

1. 14-Day Right of Withdrawal

Customers purchasing as consumers may withdraw from their purchase within 14 days after receiving the product, without giving any reason.

If an order contains multiple products delivered separately, the 14-day period begins on the day you, or a third party designated by you other than the carrier, receives the last product.

To exercise your right of withdrawal, you must notify us of your decision within the 14-day period by contacting:

Email: sicooters@outlook.com
Company: Outdoor electric riding tools
Address: 149 avenue du Maine 75014 Paris ,France

You may use the withdrawal form provided at the end of this policy, although using the form is not mandatory.

After notifying us of your withdrawal, you must return the product without undue delay and no later than 14 days from the date on which you informed us of your withdrawal.

2. Condition of Returned Products

During the withdrawal period, you may inspect the product only to the extent reasonably necessary to establish its nature, characteristics, and functioning, in a manner similar to how you would inspect a product in a physical retail store.

For electric scooters and electric bicycles, activities that may go beyond reasonable inspection include, for example:

• Extended or repeated outdoor riding;

• Accumulating significant mileage;

• Using the product in rain, mud, sand, or other conditions that leave substantial signs of use;

• Modifying the electrical or mechanical system;

• Removing or altering serial numbers or identification labels;

• Installing non-original components that damage or alter the product;

• Causing scratches, impacts, tyre wear, brake wear, or other deterioration beyond reasonable inspection.

If the product has been handled beyond what is necessary to establish its nature, characteristics, and functioning, we reserve the right, where permitted by applicable law, to deduct an amount corresponding to the actual diminished value of the product from the refund.

We do not charge a general restocking fee for exercising a statutory right of withdrawal.

We strongly recommend keeping the original packaging until you are certain that you wish to keep the product. Original packaging is particularly important for electric bicycles, electric scooters, and lithium-battery products because appropriate packaging may be required for safe transportation.

The absence of original packaging does not by itself remove any statutory right you may have, but you are responsible for packaging the product appropriately to prevent damage during return transportation.

3. How to Start a Return

Before returning an item, please contact our customer service team at:iscooters@outlook.com

Please provide:

• Your order number;

• Your full name;

• The product and model you wish to return;

• The reason for the return, if you wish to provide one;

• Photos or videos if the product is damaged or defective.

Providing a reason is not required when exercising your statutory right of withdrawal.

Because we operate different fulfilment and return facilities in Europe, please do not send a product to an address printed on the original shipping label without first checking the correct return address with us.

Contacting us ensures that your product is sent to the appropriate return facility.

Your statutory right of withdrawal is not dependent on obtaining a return authorisation number.

4. Return Shipping Costs for Change-of-Mind Returns

If you exercise your right of withdrawal because you have changed your mind and the product is not defective, damaged, or incorrect, you will normally be responsible for the direct cost of returning the product, unless we have expressly agreed otherwise or applicable law requires us to bear the cost.

Electric bicycles and electric scooters are oversized products and generally cannot be returned using ordinary postal services.

Estimated return transportation costs:

Electric scooters: approximately €120 depending on the destination and model.

Electric bicycles: approximately €220 depending on the destination and model.

The applicable estimated return cost should also be communicated to you before purchase where required by applicable law.

We may offer to arrange collection through one of our logistics partners. If we arrange a paid collection on your behalf, the agreed direct return transportation cost may be deducted from your refund where permitted by law.

You may also arrange an appropriate return carrier yourself, provided the carrier is legally permitted to transport the product, including its lithium battery.

5. Damaged, Defective or Incorrect Products

If your product arrives:

• Damaged;

• Defective;

• Incomplete;

• Significantly different from the product ordered; or

• Incorrectly supplied,

please contact us as soon as reasonably possible at iscooters@outlook.com

For delivery damage, we recommend contacting us within 48 hours of delivery, where possible, as this helps us investigate the issue with the carrier. Failure to contact us within 48 hours does not remove any mandatory statutory rights you may have.

Please provide, where reasonably possible:

• Your order number;

• Photos of the shipping carton;

• Photos or video showing the problem;

• The product serial number;

• A description of the fault or damage.

Depending on the circumstances and your statutory rights, we may provide an appropriate remedy such as:

• Repair;

• Replacement;

• Replacement parts;

• Price reduction; or

• Refund.

Where the product is defective, damaged, incorrect, or otherwise non-conforming and we are legally responsible for the issue, we will bear the reasonable return transportation costs.

For consumers within the European Union, products are also protected by the applicable statutory legal guarantee of conformity. This protection is separate from and in addition to any commercial manufacturer's warranty that may be provided with the product.

6. Lithium Battery Safety

Electric bicycles and electric scooters contain lithium batteries and may be subject to special transportation requirements.

If the battery is:

• Swollen;

• Cracked;

• Leaking;

• Overheating;

• Burnt;

• Physically damaged; or

• Suspected of having suffered serious impact damage,

do not ship the product or battery without first contacting us.

Please contact iscooters@outlook.com and provide photos or videos of the battery and product.

We will provide appropriate instructions depending on the condition of the battery and applicable transportation safety requirements.

Never independently ship a visibly damaged lithium battery through an ordinary postal or courier service unless the carrier has expressly confirmed that it is permitted and safe to do so.

7. Refunds

Once we receive your returned product, we will inspect it and process the refund in accordance with applicable law.

When you validly exercise your statutory right of withdrawal, we will reimburse payments received from you, including the cost of the least expensive standard delivery option offered for the original order, where required by applicable law.

If you selected a more expensive delivery option, such as express or premium delivery, any additional amount above our standard delivery charge may not be refundable.

Unless we have offered to collect the goods ourselves, we may withhold reimbursement until:

• We have received the returned goods; or

• You provide evidence that the goods have been sent back,

whichever occurs first.

Where legally required, reimbursement will be made without undue delay and no later than the applicable statutory deadline.

Refunds will normally be issued using the same payment method used for the original purchase, unless you expressly agree otherwise.

After we issue the refund, your bank, credit card provider, PayPal, Klarna, or other payment provider may require additional processing time before the funds appear in your account.

8. Refund Deductions

Where permitted by applicable consumer law, a refund may be reduced only when justified, including where:

• The product has suffered diminished value due to handling beyond what was necessary to inspect its nature, characteristics, and functioning;

• Parts or accessories supplied with the product are missing;

• Damage occurred because the product was inadequately packaged for the return;

• We arranged return transportation at your request and you were responsible for the direct return transportation cost.

Any deduction will be based on the circumstances and actual loss in value and will not be used as an arbitrary penalty.

9. Missing Accessories

Please return all items originally supplied with the product, where applicable, including:

• Charger;

• Battery;

• Keys;

• Tools;

• User manual;

• Pedals;

• Display or control components;

• Accessories included in the package;

• Promotional items supplied as part of the purchase.

If an accessory is missing and this causes a reduction in the value of the returned product, we may make an appropriate deduction from the refund where permitted by law.

10. Exchanges

If you would like a different model, size, colour, or product, please contact our customer service team.

Depending on stock availability and your location, we may either arrange an exchange or ask you to return the original product for a refund and place a new order.

An exchange does not affect any mandatory consumer rights.

11. Order Cancellations Before Dispatch

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible at:

[Customer Service Email]

If the order has not yet entered the shipping process, we will make reasonable efforts to cancel it.

If the order has already been shipped, cancellation may no longer be possible before delivery. You may instead exercise your applicable right of withdrawal after receiving the product.

12. Refused or Undeliverable Deliveries

If a delivery is refused or cannot be completed because the customer provided an incorrect or incomplete delivery address, failed to cooperate with reasonable delivery arrangements, or failed to collect the shipment, the product may be returned to us.

This does not affect any mandatory consumer rights.

Where permitted by law, reasonable direct costs caused by an unsuccessful delivery or return transportation for which the customer is responsible may be deducted from the refund.

13. Products Not Covered by a Change-of-Mind Return Right

The statutory right of withdrawal may not apply to certain products where an exception under applicable consumer law applies, including, for example:

• Products manufactured to the customer's individual specifications;

• Clearly personalised products;

• Other goods for which applicable law expressly excludes the right of withdrawal.

This section does not affect your rights relating to defective or non-conforming products.

14. Statutory Consumer Rights

This Return & Refund Policy does not replace or restrict your statutory consumer rights.

If you are located in a country whose mandatory consumer protection laws provide rights that are more favourable than the terms of this policy, those mandatory rights will apply.

For consumers in the European Union, statutory rights relating to withdrawal and the legal guarantee of conformity apply in accordance with EU law as implemented by the national law of your country.

15. Contact Us

For return, refund, cancellation, or warranty enquiries, please contact:

iScooter Customer Service

Email: iscooters@outlook.com
Company: Outdoor electric riding tools
Address: 149 avenue du Maine 75014 Paris,France
Return Address:  ul. Sеkocinska 21 ,05-830  Wolica ,Pruszkow,mazowieckie,Polska
Customer Service Hours: 8:00 AM -16:00 PM (Mon- Fri)

Please include your order number when contacting us so that we can assist you more efficiently.