Refund policy

Returns For Scooters Only UK

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. Solar Scooters can help arrange the return for a charge of £30 - £85 depending on the scooter or £75 for Northern Ireland and Scotland, also the item must be returned in its original packaging and the scooter must not be USED. The return fee will also be charged if an order is cancelled while in transit as the courier will charge Solar Scooters a return fee. Please kindly note upon receiving your return, any using parts or damage caused by the buyer, the cost of value will be withheld out of the refund. The refund will be refunded deducting a restocking fee of between £45-£85 depending on the price of the scooter if the scooter is a custom made order. Any failed delivery returns incur a £45 additional charge.

Returns are also required to be in their original packaging and in a resell-able condition

There will be also a box charge of between £30-£60 on any returned products for scooters to repackage the scooter in a new box.

All Tron edition scooters are not refundable as they are customised to each order.

Any other scooter orders with customisation are not refundable, such as MTB bar upgrades as it requires fabrication.

Accessories or Parts are not refundable as they cannot be resold as new and they will be credited with store credit.

Any deposits placed for an order are non refundable.

NOTE: ANY ORDERS SHIPPED FROM OUR USA HUB ARE NOT LEGIBLE FOR RETURN.

Courier Service Warranty:

Courier service provided is a third part service and chargeable, this fee is not refundable should this service be used.

If any part of the order has custom modifications which can include parts bought from third party retailers and fitted by Solar Scooters, Solar Scooter cannot provide any warranty for these parts nor take any responsibility.

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

Please note – the 14 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 Solar Scooters they will be assessed by a Solar Scooters 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 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.

International Returns

Returns for international orders are evaluated on a case-by-case basis. Solar Scooters reserves the right to accept or decline a return request depending on the order status and circumstances.

If a return is approved, the purchaser is responsible for arranging and covering the cost of return shipping using their own courier, as Solar Scooters is unable to organize returns from international locations.

Upon receipt of the returned item, the following deductions will apply where relevant:

Cancellation fee
Original delivery fees
Any applicable import or customs fees

All products must be returned unused, in their original packaging, and in resalable condition. Any damage or signs of use will be assessed, and the corresponding repair or depreciation cost will be deducted from the refund amount.

IMPORTANT
Electric scooters are not to be used on footpaths, cycle lanes or roads. It is the complete responsibility of the customer to ensure that your e-scooter is operated by all country and local laws. The customer assumes all liability and risk associated with the use of electric scooter products and holds Solar Scooters ltd and its owners free from any liability caused by their use.

Returns For E-Bikes

E-Bikes which have had a DVLA application processed are not eligible for a refund or return as the VIN has been assigned to the owner.

The below policy only applies if the VIN has not been assigned through DVLA. 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. Solar Scooters can help arrange the return for a charge of £450 for England, Northern Ireland and Scotland, also the item must be returned in its original packaging and the bike must not be USED or the Packaging Opened. Please kindly note upon receiving your return, any using parts or damage caused by the buyer, the cost of value will be withheld out of the refund. The E-Bike must be in its original packaging and not have been removed.

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

Any parts which are custom made cannot be cancelled these include the carbon fibre wheels and pannier storage options.

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Cancelling a order after dispatch/Pre Order
If an order is cancelled after it has been dispatched then there will be a charge to have the item returned to us. This charge is on a cases by cases basis for bikes it will be £450 as these are courier costs which are not refunded.

If the order is cancelled after being ordered (including orders with deposits or pre orders) there is a cancellation fee of up to £85 scooters only dependent on the model purchased.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@solarscooters.co.uk.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund if this has been agreed prior that Solar Scooters will arrange return shipping.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

This does not affect your statutory consumer rights.