Returns and Refunds
Cancelling Your Order
If you change your mind after placing an order and your goods have not yet shipped, you may be able to cancel your order. Please email us immediately at email@example.com, quoting your order number and stating your wish to cancel your order.
If you have already received your order, you will need to return all the items in the order, please read the below section titled "Returns - Changed Your Mind".
Returns - Damaged & FaultyIf you have received an item that is damaged, is not what you ordered, or is missing parts, then please email us immediately at firstname.lastname@example.org. Include photographs of the issue before returning any goods so we can discuss the best action to take.
Faulty electric scooter - within 30-days of receiving
If your electric scooter develops a manufacturing fault through normal use (as outlined in the manufacturer’s manual) within 30-days of receiving the goods, then please email us at email@example.com, quoting your order number, attaching a photo of the electric scooter and the fault details. You can let us know whether you want a refund, repair or replacement. We will arrange collection and cover the costs for collecting, repairing and returning the electric scooter to you.
Faulty electric scooter - after 30-days of receiving
If your scooter develops a fault after the initial 30 days period you will need to contact the manufacture and make a warranty claim. Please note the warranty period will vary by scooter.
If you cannot find warranty information please get in touch and we will point you in the right direction.
Please note that, we cannot accept electric scooter returns:
- without all original packaging and accessories, including the retail box, manuals, cables, charger and all other items originally included with it (we can provide a new box at a cost of £25).
- if the electric scooter has been damaged through miss-use or shows signs of being tampered, customised, or altered in any way.
- is in any condition that we deem renders the item unsaleable.
When you contact us about your returns, you will need to provide us with your order number, reason for returning and a contact telephone, in the event we need to call you.
Please note that we may make a deduction from the refund amount for the loss of value of any good supplied if the loss is the result of unnecessary handling by you. You can examine the goods as you would in a shop but to obtain a full refund, the goods must be returned in “as new” condition and in their original packaging. If you have mislaid the original packaging for an electric scooter, we can provide a new box at a cost of £25.
Naturally, none of this affects your statutory consumer rights.
You will need to return the electric scooter to us at:
Pure Electric, New Farm Offices, Hartlake, Glastonbury, BA6 9AB
Return in person
Please let us know via email (firstname.lastname@example.org) if you intend to return the electric scooter in person, so we can agree a time / date and are ready for the collection. Please bring with you your order number. We cannot accept returns in person unless agreed prior with our customer service team.
Customer returns via post
You will be responsible for paying for your own delivery costs for returning an unwanted item, unless it has a manufacturer fault (see above section - "Returns - Damaged & Faulty").
Collection from your address
Please email us at email@example.com with the following details to arrange a collection:
- Your full name and collection address including postcode
- Order number and confirmation of which product is coming back to us
- Your preferred date of collection (Monday to Friday only)
- A contact number in case the driver needs to get in touch
We will refund you to your original payment method (i.e, card, Paypal account etc) within 14 days of receipt at our Returns Centre. Please be aware this can take up to 5 days depending on your bank.