COVID-19 update: We book and pay for next working day delivery from our couriers but COVID-19 staffing issues with them may cause delays of 3-5 days

Frequently Asked Questions

Here’s the oracle from our team of e-scooter and e-bike experts. At Pure Electric we are passionate about providing dedicated customer support, so you get total peace of mind with every electric scooter and electric bike.

Do you offer Finance / Buy Now Pay Later?

Yes, we offer 'Slice It In 3 (Pay Later In 3) by Klarna'
Check out all the Frequently Asked Questions about Klarna here.

What is the maximum rider weight for Pure Electric Scooters?

Most of our scooters have a recomended maximum rider weight of 100kg (15 stone and 10 pounds), but the Inokim Ox can take up to 130kg (20 stone and 6 pounds).

What should I do if I have a problem with my e scooter?

If you are unfortunate enough for your scooter to develop a fault, please email us at - simply include your order number/delivery postcode with a brief explanation of the fault. We aim to get back to you within 48hrs. 

Do you sell the Xiaomi Pro Electric Scooter?

Yes we do - you can buy the Xiaomi Pro here.

Why is my Xiaomi M365 going slow?

The M365 electric scooter has 2 ride modes – Eco and Normal. If you are experiencing lower than normal performance, check which mode your scooter is in. When your e scooter is on, fully charged and in normal mode you should see 4 white lights. If the bottom light is green you are in Eco mode. Double tap the power button to switch into normal. 

How old do you need to be to ride an adult electric scooter?

We recommend all riders are at least 16 years of age before riding an electric scooter.

Is it legal to use an electric scooter in the UK or Ireland?

Currently it is illegal to use an electric scooter on the public highway within the UK & Ireland, including cycle paths and pavements. 

Can you use an electric scooter in the rain?

Unfortunately, electric scooters aren't designed to be used in the rain. If you do choose to use an e-scooter in wet conditions, you run the risk of water damage – which could void your manufacturer warranty if something goes wrong with your e-scooter at a later date. 

What language is the manual in?

All the manuals will be in English. Depending on your scooter there may be other languages included. 

Do you offer credit?

Yes you can pay monthly with us. Please follow this link to find out more about our finance options with Klarna

Simply add the items you'd like to buy to your basket and proceed through the checkout (don't use EXPRESS payment options)... complete your email, address, delivery choice and then select KLARNA when you get payment options. 

The KLARNA option will then load some additional questions to complete and options for you to select.

What payment methods do you accept?

We accept Visa, MasterCard, Amex, PayPal, Google Pay, Apple Pay, Amazon Pay and Klarna .

I have been scammed before, are you legit?

Rest assured, we are a real, trusted UK business. If you order an electric scooter from us before 2pm you will have it delivered the next day (excluding weekends).  All our stock is held in the UK and ready to go as soon as you place an order.

We are also on hand to answer any of your queries via If you have any further questions please do not hesitate to contact us.

For your information, our registered business details are: PURE SCOOTERS LIMITED 11634997 - Incorporated on 22 October 2018

Please note: Pure Electric is the trading name for Pure Scooters Ltd

Where do and don’t you deliver?

We currently deliver to United Kingdom and Ireland. Unfortunately we cannot deliver scooters overseas. 

How long does it take to deliver?

If you order before 2pm, Monday to Thursday, your order will be dispatched the same day and you will receive it the next business day. Orders placed on Friday before 2pm will be delivered on Monday. Anytime from 2pm Friday to Sunday will be dispatched Monday, delivered to you on Tuesday. We also offer Saturday delivery for £15. If you order your electric scooter before 2PM on Friday, and select £15 Saturday Delivery at checkout, you will receive your order the following Saturday. For more information please visit More information on Ordering & Delivery

Please be aware that Next Day Delivery is NOT guaranteed to the following destinations: Scottish Highlands. Delivery to these destinations is usually within two-business days.

Where are your distribution centres and where is the stock shipped from?

The main Distribution Centre is located in Farnborough, Hampshire, UK and all electric scooter stock is shipped from here.

Can I cancel my order?

Cancelling Your Order


If you would like to cancel your order, please contact us immediately via our email address: Please include your order number when contacting us.


If your order has not yet left our warehouse, we should be able to stop it shipping, and issue you a refund immediately.


If your order is in transit, or has already been delivered, you will need to arrange a return with us. Please see the section called: ‘2. Returns – Changed Your Mind’.


Please note when returning a product, it must be returned in ‘as new’ condition, with all components included, in their original packaging. There will be a charge for the return – see below.

My Electric scooter is faulty/damaged

Returns - Damaged & Faulty

Faulty electric scooter – Less than 14 days post-delivery
If your electric scooter arrives damaged or develops a manufacturing fault during normal use (as outlined in the manufacturer’s manual) within 14 days of you receiving it you are entitled to a repair, replacement or refund.

To initiate this process, you need to contact us via our email address: 

Please include your order number, information about the fault, and any pictures/videos that demonstrate the problem. You can also let us know whether you want a refund, repair or replacement in this initial email.

Following an initial phone based assessment, we will arrange collection / drop off location free of charge, and will arrange for a repair, replacement or refund.

Please note All returns are assessed by a Pure Electric representative and the fault must be confirmed before further action can be taken. The assessment process can take up to 3 days. 

All components must be returned in the box with your scooter. See above pricing for unreturned items. 

If no fault is confirmed the scooter will be returned to you. We may charge you to return the scooter in these circumstances.

Faulty electric scooter – More than 14 days post-delivery
If your scooter develops a fault through normal use (as outlined in the manufacturer’s manual) after the initial 14 days period you may still be entitled to have your scooter repaired at no cost to yourself. We will assess the fault via phone and email to confirm that the scooter we supplied was defective before agreeing to provide a free repair.

If you find yourself in this position, please contact us via our email address: and we will support you through the next steps, which may include facilitating a repair or replacement via the Manufacturer, under their warranty. 

Please note any fault caused due to misuse of the scooter including water ingress or external damage is not covered by this policy. Please ensure your read the manual in detail before using your electric scooter to avoid voiding your warranty.

I have changed my mind

Returns - Changed Your Mind

Our Policy

If you change your mind after buying from us and want a refund, you have up to 14 days to let us know, and another 14 days to return the goods to us. You will need to return the product to us before we can provide a refund. Pure Electric can help arrange the return for a charge of £20 - you will be required to take your scooter to your nearest drop off point.

To initiate a return, you need to contact us via our email address: . Please include your order number and the reason for your return in your correspondence.

Please note the 30 days return period is to allow you to examine the goods as you would in a shop. To obtain a full refund, the goods must be returned in an “as new” condition with all components included in their original packaging. “As new” condition is defined as unridden (less than 1km logged on the scooter’s odometer.)

Once your goods are received back at Pure Electric, they will be assessed by a Pure Electric representative. Any missing parts or damage resulting in a reduction in the retail value of the products will result in an equivalent deduction in your refund amount. Please see the information below as an indication of the refund you will receive – but please note the loss in value caused by any excessive use or handling of the product will always be assessed on a case-by-case basis.

Aesthetic Damage or excessive mileage

A fair assessment will be made by the Pure Electric team on the scooter's current resale value. As an indication, a scooter which has done 2km – 30km has a market value of approximately 80% of the purchase value.

Missing Charger

A deduction of £29.99 will be made when this is not returned with the scooter

Missing Manual

A deduction of £3.99 will be made when this is not returned with the scooter

Missing Valve Extender

A deduction of £3.99 will be made when this is not returned with the scooter

4 Handlebar Screws

A deduction of £1.99 will be made when these are not returned with the scooter

Allen Key

A deduction of £1.99 will be made when this is not returned with the scooter

Spare tyres

A deduction of £29.99 will be made when this is not returned with the scooter

If you have mislaid the original packaging, we can provide a new box at a cost of £25, deducted from your refund Please email  if you need a new box.
Naturally, none of this affects your statutory consumer rights.

‘Changed Your Mind’ Return Options

If you have changed your mind and need to return your scooter you have 2 options. Please note the scooter must be back with us within 14 days of notifying us that you have cancelled your order.


Please indicate which of the following options you will be using when reporting your return with the customer service team.

Drop off point - Pure Electric can arrange the return of your scooter via a drop-off. There is a £20 charge for this service that will deducted from your refund, which includes a tracked courier service. For collection the scooter MUST be packaged in the original box to enable safe transit. To obtain a full refund, the goods must be returned in “as new” condition with all components included and in their original packaging. 

Customer returns via post – You are more than welcome to arrange your own shipping to us – please ship returns to: Returns, Pure Electric Ltd, New Farm Offices, Hartlake, Glastonbury, BA6 9AB. Please note that if you choose to arrange your own shipping, you are responsible for ensuring that the scooter reaches us free from damage. If the scooter is damaged during delivery (for example because you have failed to package it securely) we may apply a deduction to your refund to reflect the damage caused to the scooter.


When returning an unwanted electric scooter we strongly advise that you use tracked delivery to ensure its arrival. Please make sure you include in the box a copy of your name and order number, so we know who it was from. To obtain a full refund, the goods must be returned in “as new” condition with all components included and in their original packaging. 

How long will my refund payment take?

Once a refund has been approved by the Pure Electric team we will refund your payment to your original payment method (i.e, card, Paypal account etc) within 14 days. Please be aware that the refund can take up to 5 days to appear in your bank depending on who you bank with.


Klarna, pay of over time, refunds may take longer as Klarna need to arrange for this refund following our notification.

What is the warranty?

Pure Electric only sells official UK product that is covered by the manufacturers warranty. The warranty length and cover varies by brand.

Xiaomi – 2 years full electric scooter warranty. They will replace or repair depending on the fault. You will be asked for your receipt and serial number (on the Scooter). To claim on your warranty contact Xiaomi via +44 800 9160561 or via email

Ninebot-Segway– 2 years on vehicle body, 6 months on battery. Customers would need to contact or call them on +44 2031921421 to make a claim.

Micro Scooters – 1 year or 1,000 charge cycles on the battery. 2 Year warranty on 
e scooter components.

When is a warranty repair not possible?

If the scooter has been modified including changes to firmware. For example, if you have carried out work on the scooter without the permission of the brand and or unofficial parts have been used, this can invalidate the warranty.

What does the warranty cover?

All parts of the scooter including the electronics and battery if the defect is technical related. The warranty doesn’t cover external damage such as broken parts and punctures. 

Do you have any discounts?

We are currently not running any promotional codes.

Do you price match?

We will price match any UK online retailer offering genuine, official UK stock for less. Call our price match hotline on 01458 333 777 if you find the same product cheaper.

Do you repair electric scooters?

We now offer a puncture repair service at our store in Victoria, London. For £33.99 we can mend a puncture including a new inner tube and new tyre. This service is not pre-bookable yet but the once dropped off, the team hope to complete the puncture service within 3 working days. Directions to the store can be found here

What if I get a puncture, do you sell spares?

For electric scooters that have air filled tyres we recommend using Weldtite inner tube sealant. This is because changing small scooter tyres can be difficult. Weldtite works by automatically sealing the tyre so that when a puncture occurs; you will never know you got a puncture.

If you have already experienced a puncture you can buy spare scooter tyres and innertubes on our website in the ‘Tyres & Tubes’ category.

What country plug / charger is included?

Orders placed for UK delivery have standard UK plug and charger.

How long does it take to charge?

Please see individual electric scooter product pages for more information. As a benchmark, the Xiaomi M365 scooter is fully charged in five and a half hours.

Can I order online and collect from store?

We don't offer collect from store at the moment. You can either buy online for free next working day delivery to your home or buy in store and take home the same day.

Can I pay with in instalments at the store?

Unfortunately payment through Klarna can only be made on our website. Visit our store and once you've decided which scooter to buy you can purchase using one of our store iPads, opting for home delivery. 

Can I test ride a scooter in store?

Unfortunately we don't yet have the space to operate test rides. However you can stand on the scooter, get up close, and ask our experts as many questions as you like!

Do you do repairs/maintenance?

We now offer a puncture repair service at our store in Victoria, London. For £33.99 we can mend a puncture including a new inner tube and new tyre. This service is not pre-bookable yet but the once dropped off, the team hope to complete the puncture service within 3 working days. Directions to the store can be found here

Are prices the same in store as online?

Yes, all prices quoted online are the same in store. Including any discounts or offers.

Can I use a discount code in store?

Yes, simply quote the discount code in store and you will receive the same discount as you would online. 


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