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.

Where are your stores located?

We have recently opened 13 stores which offer a full range of electric bikes, scooters and accessories as well as having service centres for all repairs. View our store locator to find your nearest store.

Do you offer a Cycle to work scheme?

Yes we offer this scheme under Cyclescheme. To find out more information please visit our Cyclescheme page.

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

If you are unfortunate enough for your electric scooter or electric bike to develop a fault, please email us at help@pureelectric.com - simply include your order number/delivery postcode with a brief explanation of the fault. We aim to get back to you within 48hrs. Alternatively you can visit one of our 13 stores who are set up to undertake in-house repairs. Find your nearest store here.

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. 

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.

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. 

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 payment methods do you accept?

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

Do you price match?

To ensure we never let our customers down we have created the ‘Pure Electric Price Match Promise’. This means you won’t pay more when shopping on Pure Electric as we price match wherever possible. For our price match terms and conditions click here.

Where do you deliver?

At this moment we only take orders from the UK and Ireland, but will be very soon delivering across Europe. Visit our ordering and delivery page for more information on our delivery times.

How long does it take to deliver?

For information on our delivery times please visit our Ordering & Delivery page. Due to Covid-19 our couriers are are experiencing extremely high volumes and reduced staff that has caused delays within their network. We are working hard to ensure all orders arrive in a prompt and timely manner. 

Can I cancel my order?

Cancelling Your Order

 

If you would like to cancel your order, please contact us immediately via our email address: help@pureelectric.com. 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’.

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: help@pureelectric.com 

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: help@pureelectric.com 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. For more information please visit our returns and refunds page. 

Please note –  when returning a product, it must be returned in ‘as new’ condition, with all components included, 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 products that are backed by manufacturer warranties. 

 

The warranty length and level of cover varies by brand, but full details can be found on the product pages on our site, or within the product handbook, if one is supplied.  

 

If you have questions regarding a product’s warranty coverage, you can contact us: support@pureelectric.com. 

When is a warranty repair not possible?

This varies from product to product, but generally a warranty will cover manufacturing defects.  

 

Repairs to ‘consumable parts’ (often described as “subject to wear and tear”) such as tyres, tubes, bearings, spokes, brake pads and handlebar grips are not usually covered.  

 

Warranties also do not cover damage arising from misuse (use of the e-scooter outside of guidelines set out in the product manual).  

 

Some brands will not repair products that show signs of water damage or if modifications have been made. If you are in any doubt, refer to the manufacturers’ documentation for guidance. 

What does the warranty cover?

Most warranties will cover against manufacturing defects.  

 

The exact coverage level will vary by brand and product, but this should cover all parts of your product except consumable parts that are subject to wear and tear, such as tyres, tubes, bearings, spokes, brake pads and handlebar grips.  

Do you do repairs/maintenance?

We now offer a puncture repair & servicing at our stores. To find your nearest store visit our store locator.

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 and electric bike product pages for more information. .

Can I order online and collect from store?

We offer FREE Click & Collect from our UK stores for all our electric scooters and electric bikes.

Simply select the store you wish your items to be sent to at the checkout and complete your purchase. Orders will take up to 5 working days to arrive and your chosen store will contact you when your items are ready to collected.

Visit our store locator to find your local store.

Can I pay with in instalments at the store?

Unfortunately payment through Klarna can only be made on our website. Visit our stores and once you've decided which e-scooter or e-bike 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!

Are prices the same in store as online?

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

Basket

You have no items in your basket
Total £0.00
View your Basket
  • Amazon
  • American Express
  • Apple Pay
  • Klarna
  • Maestro
  • Mastercard
  • PayPal
  • Visa
x