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FAQ

ANSWERS? WE'VE GOT THEM.

Here are the questions we are most frequently being asked.

Still got questions? Contact us>

Frequently asked questions

Why Choose Us?


Because EMove is only considered number 2 by a recent poll in the electric scooter market. So why go with us? We try harder. (When you are not the biggest, you have to.) We just cannot afford return shipments of bad products. Our customer service phone operators to answer angry phone calls. Or dead batteries. Or burnt controllers. Or flat tires. Or overheat motors. Obviously, the thing we try hardest for is just to be nice. To start you out with a new electric scooter, like a lively, powerful EMOVE Cruiser, and a pleasant smile. Why? Because we cannot afford to take you for granted. Go with us next time. Our shipment queue is shorter.




Warranty Information


Our manufacturer’s guarantee that our product will be free of faulty parts or defects for at least 12 months for the Emove Scooters and 24 Months for the Apollo Scooters. If your product experiences damage after the warranty expires, we stock spare parts for all products at a reasonable rate.




My Issue Is not covered by Warranty, What are my options?


EMove offers support for all current models and can assist you in purchasing parts or locating a local repair service. For assistance, please feel free to contact us at support@electromotion.com.au




My electric scooter has scratches and scurffs , is it still covered under Warranty?


The warranty covers internal manufacturer defects only and not physical damage. We offer replacement shells online, email us eworldscooter@gmail.com




How does the warranty process work?


  1. Simply submit a warranty claim to support@electromotion.com.au and upload a copy of your receipt and a photo of the item, with a description of the issue.
  2. Our support team will diagnose and troubleshoot your issue.
  3. If the troubleshooting is unsuccessful and the board is within warranty, we will provide an RMA number and prepaid label which enables you to send the item to our facility for repair or replacement
  4. The item must be shipped within 7 days of RMA issuance or it will be refused and returned to sender
  5. Upon receipt, your item will be inspected, diagnosed and repaired or replaced. Typical turnaround time is 10-14 business days
  6. Return shipping will be covered on any repairs or replacements completed under the warranty.
  7. If our support technicians deem that there is no manufacturing defect found at the time of diagnosis, the customer will be responsible for repair and return shipping costs




I received this as a gift, how do I file a warranty claim?


In order to file a warranty claim, we will need a receipt or proof of purchase. We will do our best to assist you in locating the receipt from a retail gift registry purchase. Alternatively, you can try contacting the gift giver or the store for purchase confirmation.




I cannot find my invoice or proof of purchase, what can i do?


All warranty replacements must be validated with proof of purchase. If you cannot locate your receipt, please contact the store directly.




What do i need before before filing a warranty claim?


Please have the following handy when you go to file your warranty claim:

  • Proof of purchase – receipt from retailer
  • Serial number
  • Picture of the damage
  • Description of how damage occurred
  • Name and shipping address




Does it matter if the electronics get wet?


Water damage is not covered by warranty. Generally speaking the electronic components on all of our devices are sealed, from the motor to battery to head unit. Our products are water-resistant, but not water-proof and expected to be able to handle minimal water without any issues. If possible, try not to completely submerge your product. If you fall into a water, make sure the it is recovered quickly and allow to dry off.If caught in unexpected rain, locate shelter immediately to preserve your devices functionality.




About Shipping.


We try to process all orders placed on our website within 3 to 5 business days. All orders are shipped via ground shipping method and average delivery times are 3-5 business days. High value items such as EMOVE Cruiser will be shipped with signature required to prevent theft and the carrier may need to contact you to schedule a delivery appointment. Please be sure to leave the best contact phone number for them to reach you. Items Damaged During Transit: While we take every reasonable precaution to ensure that products are well-packed, damage can occur during shipment from our warehouse to your destination. If your products are damaged during transit, please refuse delivery and have the driver note refusal reason as "damaged". If you are unable to refuse the damaged shipment or if freight damage is concealed, notify us and the freight company immediately. Shipping related damages must be reported to the freight company and to us within 7 days of receipt of shipment. Take pictures of the damage and ask the freight company for confirmation or claim number. Open a support ticket with ELECTROMOTION describing the damage, including photos and confirmation number from the freight company. Do not throw away original packaging. Delivery Terms: All orders over $200 and warranty replacements will be shipped with signature required unless requested otherwise by the customer.Most deliveries occur between 8 AM and 8 PM and must be signed for delivery. Packages returned to us due to failed delivery attempts will be charged a $35 reshipping fee. Refused packages (except items damaged during transit) will be charged a 20% re-stock fee.





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          P.E.V SOLUTIONS PTY. LTD.

          info@electromotion.com.au

          0450 978 798 or 0404 864 339

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