Return & Refund Policy

With iScooter, you can be sure of a consistent, electric scooter that meets high quality and safety, delivered in spec and on time. If you are not satisfied with your purchase, simply return it within 30 days from the date of purchase. Please keep in mind that all returns must be unused and undamaged and all packaging, and labels must remain intact and be attached to the item.

1. Order Cancellation

Order Cancellation Before Shipment:

If you need to cancel your order, you must cancel within 24 hours to receive a full refund. Contact us via support@iscooterglobal.eu to have your order canceled immediately. Please provide the order details, including the order number, receiver's name, and/or email address. Your refund will be processed and a credit will automatically be applied to the original method of payment within 3 business days.

Order Cancellation after Shipment:

If you need to cancel after 24 hours of the order and before the item is delivered, you will receive a full refund minus a 10% handling fee. All orders must be rejected at delivery. After receiving your returned item, the full refund minus the shipping fee will be credited back to your original payment within 3 business days.

Kindly Note:
The customer can only request an order cancellation before the package has been shipped, so please contact us within 24 hours of placing your order. Once the item is shipped, a 10% restocking fee will be applied.
Note:
(1) If you decide to cancel your order finally but your package has been shipped, please just reject the package directly, we will handle a full refund minus a 15% restocking fee after receiving the return at our warehouse.
(2) If you don't reject the package and receive the package, but you still want to return the item, we need to charge you a 10% restocking fee to apply for a return label.
(3) Due to the high cost of the return label, we cannot provide return and full refund service for all accessories, we can consider a 10-50% refund according to the actual situation caused by the seller's reasons.

2. 30 Days Return Policy

If you are unsatisfied with personal matters with your purchase, you can initiate a return or exchange up to 30 days from the date of delivery. For all eligible returns, item(s) must be unused and undamaged, and labels and tags must remain intact and returned in their original packaging. Otherwise, the item may not be eligible for return.

We can arrange a partial refund, which will cover the price of the item minus the shipping fees. You will be responsible for paying the return shipping fees. Once we’ve received the returned item, we will then process your total refund, excluding the 10% return handle fee, to your original method of payment. Please note that all refunds are processed within 3 business days.

For any issues, please contact us and follow our warranty process:
To initiate a return for an exchange or refund, please email us at support@iscooterglobal.eu stating your reason for return and attach images/video of the product, provide your order number. Once your request is approved. you can return the item to our German warehouse and we may request the tracking numbers of your item(s).

If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.

For more than 30 days, we cannot provide free service for return and refund/exchange.

3. Exchange

For any item returns, you can request a return label within 30 days from the date of purchase. Please notify us in advance for any of the following returned reasons, so we can anticipate that return or exchange.

Defective Item:

If you feel you have received a faulty product, we want to quickly correct the problem, please contact us before returning the item. We will, upon request, replace the item or issue a full refund.

Received the Wrong Item:

We follow careful order-picking procedures to ensure every item in your order is correct, but occasionally we do make mistakes. You can choose to keep the wrong item with a partial refund or request the correct item. To request the correct item, we may offer you a free-of-charge return shipping label. After receiving your returned item, please contact our customer service team to indicate your order details. We will, upon request, send you the correct item or issue a full refund.

Item Damaged During Transit:

In the unlikely event your item arrives at you in less than perfect condition, please reject the delivery immediately and contact us. We will work with the shipping company and expedite your new replacement order. Alternatively, a full refund or exchange can be requested after we’ve submitted a damage claim with the shipping company and received confirmation. We may require images and/or videos of the defective product.

Missing or Lost Item:

If you suspect your package is missing or lost, please contact our customer service team with the order number as well as the tracking number so that we can initiate a lost package claim. This claim will help in the recovery of your missing or lost package. The process will take 3-7 days until a formal confirmation can be received from the shipping company.

If the logistics tracking indicates successful delivery, please contact us within 7 days after commercial receipt for further investigation. Beyond this timeframe, we do not support refunds or claims.

4. Refund

Only within 30 days from the date of purchase allowed return and refund.

Details:

Product Status	Time( Since purchase)	Solution
Defective product	Within 30 days	Free shipping and full refund
Defective product	Over 30 days Under Warranty	Not acceptable to return and refund, provide free repair service
Non-defective and unused product	Within 30 days	Refund 90% Cost( Charged 10% handling fee)
Non-defective and used product	Within 30 days	A 15% handling fee will be charged if the product is nearly 80% new; A depreciation fee of 30-50% will be charged if the product is under 80% new.
Non-defective product	Over 30 days	Not acceptable to return and  refund

 

 5. Warranty Exemptions and Notes

(1) Natural product degradation through wear and tear, along with breakage/damage during use, is solely the customer's responsibility and is not covered by our warranties.
(2) If you have damaged/misused the item(s), the product's warranty is immediately rendered void. No compensation is available in such cases. However, you are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.
(3) If you chose the wrong item, iScooter will offer an exchange or refund for you, but please note that shipping costs to return the items are at your expense.

Please carefully follow our warranty process to minimize any delays:

 

(1) Describe the problem with your item in detail: What happened? When? How? Please state your full order number.
(2) Tell us what steps you have already taken to resolve the issue.
(3) Provide the item code indicated on the outer packaging.
(4) Send a clear photo or video showing the defect(s); these should be taken under good lighting.

Kindly Notes:

For returned items or items for exchange, we will need 1-3 business days upon receiving your item(s) to process the solution.
After this time, the refund time frame is as below:
Paypal account refunds: up to 1-3 business days;
Credit card refunds: between 3-14 business days;
We only accept returns for purchases made directly through our website.

Our German repair depot:

Company Name: Prozent Express- XC5-Halle M
Street: Alfred-Dengler-Straße 21
Postal code: 16225
City: Eberswalde
Country: Germany

Customer Service Email: support@iscooterglobal.eu