Returns, Warranties & Refunds
We really want you to be happy with your purchase, however we understand that in some cases you'll want to return your order for a variety of reasons. If this is the case we'll do all we can to make the returns process as smooth as possible.
Our returns, refunds and warranties are fairly straight forward but we do recommend reading our Terms and Conditions in conjunction with the information below.
WHAT TO DO WHEN YOU RECEIVE YOUR ORDER
When your order is delivered we recommend you keep all the packaging including the delivery box for a period of at least 30 days. When the order arrives and before use carefully inspect the product without removing tags or seals to ensure the item has all parts present and has been delivered undamaged.
Please read the manual provided before riding for the first time. Chargers and how to use them may differ from brand to another it might sound silly but chargers are a key part of the correct maintenance of your vehicle.
IF I'VE CHANGED MY MIND
You have 15 days to cancel your order under our 15 day return period, which starts on the day after you received the item. All you’ll need to do is follow our simple returns procedure, outlined below. All items must be returned unused and in the original packaging as they were in when received by you. Please ensure all security seals and tags are still intact.
We won’t accept any product that has signs of use under any circumstances. You can open the box and change your mind about the colour and things like it but does not mean you can ride up and down your street before returned. Please check all works correctly before jumping straight on it. Thanks
WRONG ITEM RECEIVED OR IS DAMAGED/FAULTY
Please accept our apologies if you have received the wrong item or if it’s damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you. If you’ve received the wrong item you must return the item in the same condition you received it in within 30 days to qualify, all cost will be cover by us.
For damaged or faulty items please contact us as soon as possible. You’ll need to explain where the fault or damage is located and we’ll then explain what to do next. Please contact us first before returning the item or attempting to fix a faulty or damaged item.
ITEMS NOT RECEIVED
Please accept our apologies if you have not received your item. This happens very rarely but when it does we appreciate how frustrating it can be and will do our best to resolve this as quickly as possible. Before contacting us please leave a reasonable amount of time to allow your delivery to arrive (14 days), our estimated delivery times are shown on our couriers tracking page. Delivery may be delayed by couriers due to busy periods such as Christmas or due to adverse weather conditions. To receive a refund or a replacement product you must contact us within 30 days after you received your dispatch confirmation email.
Please contact us, for UK customers call us via our contact page, for customers located outside of the UK please email. You’ll need to provide details including your name and order number (you’ll find this on your order confirmation e-mail), and let us know why you’d like to return your item. Please package the item securely and include inside the package, order number, name and address. Any item you have accepted and then return is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods. As soon as the item is back with us and has undergone routine checks, we’ll be able to take your case further and either exchange, repair or refund your item as agreed.
Please note that we can only refund the postage costs (£30 max) for returning an item where we sent the wrong item or if it’s damaged or faulty. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed. Please note that for all orders outside of the UK our combined administration and recollection fee is £150 max.
We want you to be happy with your purchase. If you’re not, just return the product to us, following the instructions above, and we’ll exchange or refund it to the credit card/debit card/Paypal account of the person who originally placed and paid for the order within 7 days of receipt at our warehouse or once the item has been checked by one of our specialists.
Please note, that we reserve the right to refuse a return if we believe the purpose was for stock trading/reselling and not personal use.
We work with establish International brands, warranty terms are detailed individually within each product page. We do quality test stock on a regular basis to keep standards high. However with all these safe guards in place, there will always be a small amount of manufacturer defects that slip through, when this happens we understand how frustrating it can be and we’ll work hard to repair or replace the item as quickly as possible.
All goods purchased from Personal Electric Transport (PET) are normally covered by a manufacturer’s warranty, which, generally speaking, will cover manufacturing faults and defects including poor workmanship. We will always honour the manufacturer’s warranty where applicable (these are normally one year).
If you feel that your purchase has developed a fault, then please contact us with photographs of the issue before returning any goods – we may be able to solve your problem without you incurring any postage costs.
We will then get in contact with you for the next steps in completing your claim. For faulty items, please allow us 14 days to process the return. This is because the item will be subject to an inspection with our warranty team.
WHAT’S NOT INCLUDED?
Due to the nature of the products we sell and the environment they operated in, breakages can sometimes occur therefore general wear and tear or any damage caused by misuse is not covered. Warranty covers you solely against manufacturing faults.
We do not include accidental or crash damage, resulting from aggressive riding, attempting tricks, water damage, exceeding the weight limit or anything else that results in damage caused by the user. Our products are hard wearing and through normal use will last for a long period of time. If the product or parts are not covered by the warranty a quote will be supplied for repair or replacement and the cost of returning the product or parts back to you (please see repair service section for details). All warranty claim decisions are final.
HOW TO REDEEM THE WARRANTY
Usually we ask that the item is returned to us for inspection but please contact us via our contact page first before attempting to return any items. For customers located outside of the UK, please email.