Looking for Help?
Find answers to your questions
- What is the weight limit for a Pure Electric e-scooter?
- What is the minimum age to ride an Adult e-scooter?
- Is it legal to ride an e-scooter in the UK?
- How to 'start' an e-scooter?
- How long will my e-scooter battery last?
- How long does it take to charge?
- Can I get insurance on my e-scooter?
- Can I charge my e-scooter overnight?
- Slow running speed / flashing lights
- Product manuals
- My handlebars are stuck
- My e-scooter won't switch on
- My charger isn't working
- My battery doesn't last long / short battery range
- Incorrect pin code
- I can't find my stem bolts
- Connecting to the Pure app
- Changing between Miles / Kilometers
- Battery gauge drops fast
- App troubleshooting / forgotten pin code
- Wheel alignment / Handlebar adjustment
- Replacing rear mudguard
- Replacing back light
- Recommended tyre pressure
- Recommended e-scooter maintenance
- Pure Electric e-scooter error codes
- Puncture prevention
- Flat tyre / puncture repair
- Fixing a wobbly stem
- Fitting solid tyres
- Deck replacement
- Cleaning your scooter
- What can void a Pure Electric e-scooter warranty?
- Warranty information (non-Pure products)
- Transferring your warranty
- Registering your warranty
- My warranty has expired, how can I have my scooter repaired?
- Making a warranty claim / repair under warranty
- How to find my serial number?
- Are punctures covered by warranty?
- Accessories warranty information
Damaged or missing items
Damaged in transit
We’re very sorry to hear that your product has arrived damaged and we’ll roll our sleeves up to help as quickly as possible.
To help us make this right, please send an email to help@pureelectric.com including your order number (beginning PS), photos of the product that show the damage incurred alongside a short description.
We’ll be in touch with next steps on how we will rectify the situation.
Missing Items
Due to the size of our parcels, it is easy for small parts to be hidden and appear missing.
If you’re struggling to locate the screws for your e-scooter, these are often kept in a small bag taped to the e-scooter.
Chargers are often packaged within a small cardboard box inside the packaging, so be careful not to throw these away.
If you ordered accessories your e-scooter, dependent on their size they may have been shipped separately or may be tucked inside the box with your larger item.
If you are still having trouble locating part of your order, please get in touch with us by emailing help@pureelectric.com, including your order number (beginning PS) in the subject line and a short description of what is missing and we’ll be in touch with next steps on resolving the issue.
Updated on 25 Mar 2024
Did this document help?
Thanks for your feedback
- Choosing a selection results in a full page refresh.