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Refund policy

 

Our return policy lasts for 14 days. If 14 days have passed since you received the product, unfortunately we cannot offer a refund or exchange.

To be eligible for a return, the item must be unused and in the same condition that you received it. It must also be in its original packaging and with all its components (instruction manual, tools if any, spare parts, etc.).

The return of any product that has been used and is not in perfect condition is not accepted: it presents any type of damage, scratches, dirt, is unsealed, etc. Nor those that have been manipulated to access its internal parts, battery, controller, modification of its factory parameters, etc. 


There are several types of goods that are exempt from being returned:

✔  Hazardous Materials (applies to lithium batteries)

  Gift Cards

  Products  On Request

  Customized Products, Customizations and any product modified from its factory condition at the request of the client


To complete your return, it is essential to fill out the return request form, by clicking on the following link: 

 

RETURN REQUEST FORM


There are some situations where only partial refunds can be guaranteed: (if applicable):

  • Any item that is not in its original condition, is damaged, or has parts missing for reasons beyond our control.
  • Any item that is returned more than 14 days after shipment.

In these cases Ecosmart Riders reserves the right to accept the return, or apply a partial refund at its sole discretion.

 

Returns for Erroneous Delivery


Occurs when the product delivered does not match the one specified in the order, or it detects that the product does not work correctly before 48 hours after receiving it.

Remember to attach a photo of the damage, the box, the product packaging and the package label (it is essential to attach this information before 48 hours in order to process your transport claim, if you do not meet the requirements, transport will close your claim ).
If this happens, you must report it immediately, and within less than 48 hours of receiving it, to Ecosmart Riders; by sending an email to support@ecosmartriders.com. Once we receive said e-mail we will begin to process your incident. If you received damaged packaging, it is very important that you indicate this on the carrier's delivery note at the time of receipt. Failure to note external damage to the product or packaging on the carrier's delivery note could result in the transport insurance not taking responsibility for the damage.

The usual procedure will be as follows:
We will contact you by e-mail indicating your incident number, which must be clearly indicated on the packaging. Subsequently, we will send a carrier to your home for collection, we will repair, or exchange the product for a new one and proceed to send you the correct product. Both the collection costs, such as repair or change, as well as the new delivery costs, will be borne by Ecosmart Riders. The client will not have to pay anything.
Throughout the entire process, we will keep you promptly informed via email.
In this type of incident, all collection and new delivery costs will be borne by Ecosmart Riders.

 


Refunds (where applicable)


Once your return is received and inspected, we will send an email to notify you that we have received your return. 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 be automatically applied to your credit card or original payment method, the refund will be made within a maximum period of 14 days from the receipt of the notification of withdrawal or return by the user or consumer.


Late or missing refunds (where applicable)


If you still haven't received your refund, please check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next step, contact your bank. It often takes some time before your refund is posted.
If you've followed all of these steps and still haven't received your refund, please contact us at support@ecosmartriders.com.

We replace items that are faulty or damaged. If you need to exchange it for the same item, send us an email to support@ecosmartriders.com, or call us at our customer service phone: +34 91 993 02 04  and we will tell you the procedure to follow.


Gifts


If this 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 we receive the item, a gift certificate will be mailed to you.

If the item was not marked as a gift when purchased, or the gift buyer was sent to give to you later, we will send a refund to the buyer and he will know about your return.

If you have received a gift / product at a cost of €0, from Ecosmart Riders together with your purchase, as a gratuity for any reason, it must be returned together with the purchase order. purchase and be in perfect condition and unused. If you do not return it or it is not in perfect condition, you will be charged the amount of it. 


Shipping


To return your product, send us an email to support@ecosmartriders.com, or call us at our customer service phone: +34 91 993 02 04 and we will We will indicate the procedure to follow. Unless expressly authorized by Ecosmart Riders, our logistics services will be in charge of making the collection. 

You will be responsible for paying the shipping costs for the return of the item. And in the event that shipping costs have been included free at the time of purchase, you will also be responsible for paying them.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping, as well as shipping costs that have not been applied  at the time of purchase (purchases with free / included shipping costs), they will be deducted from your refund. In both cases, these amounts represent 7% of the value of the order (VAT included) for shipments / returns in Peninsular Spain, the Balearic Islands, and Portugal, and 10% of the value of the order (VAT included) for shipments / returns in the Islands. Canary Islands, Ceuta, Melilla, European Union and United Kingdom. These costs are charged to cover all operating expenses: product handling in the warehouse, new reception, and review of the product by our technical staff; as well as the expenses of the transport agency and insurance.

You must take into account that, depending on where you live, the time it takes to receive the returned product may vary. Although normally with our logistics services it is 24-48 hours for Peninsular Spain, the Balearic Islands and Portugal, and between 3-5 days for the rest of destinations in the European Union and the United Kingdom.

 

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