All products purchased through our website must fulfill these conditions in order to be entitled for a return/exchange.
1. Within 10 Days Of Purchase - Unopened Merchandise
2. Opened merchandise may be returned within 3 business days of delivery.
All returns/exchange applications are only acceptable if it is within the time frame of 3 Days. This is a reasonable amount of time for you to find out if every component is working and nothing is damaged during the shipping process. We protect all of our buyers by giving you ample time to ensure that your purchase is damage free and fully functional, giving you a risk-free customer experience.
Also 10 Kilometre Rule apply - Opened Merchandise
Opened Merchandise may be returned within 3 business days of delivery, and all vehicles must have less than 10 kilometre of usage.
This is a long and reasonable amount of distance for you to find out if every component is working as it should. Want to know if the range is correct? We have a 12-months warranty for the battery. Refer to warranty claims below.
Merchandise must be undamaged and in the original packaging. A 20% restocking fee will be applied for all opened merchandise.
3. Free From Mud, Rust & Scratches
All returns/exchange applications are subjected to approval if the scooter looks beaten up and as though it has been used through 5 soccer fields. Even though you are thinking of returning back to us, the product has to be returned to us in its original state, and not unprotected, dirty and beyond repairs. (Come on, be fair!)
4. Return Fees
Any new, unopened and unused product purchased on the website can be subjected for an exchange or return for up to 80% refund (to the original method of payment) where the remaining 20% is used to cover the costs of shipping (Through and Fro), transaction fees and any taxes incurred for the initial shipment of the product (Varies based on your location).
You are located in Queensland and purchase an EMOVE Cruiser for $2.250. You received the shipment and change your mind, decided that you would use a bicycle instead. (Seriously?!)
If you bought the scooter and find out that the city is not a good condition for you to ride (Come on now, can we all make up our mind before purchasing and not just return stuffs?!)
Refunded amount will be $2.250 - $300 (Shipping Costs, Through & Fro) - $72.00 (transaction fees) handling fee $78= $. 1800.
5. Damage & Protection
The customer is responsible for ensuring that the product arrives undamaged and in working condition, unless reported prior to the return/exchange. Products returned in heavily used condition, with un-reported damages or without original packaging are subjected to an additional restocking fee amounting up to 20% of the original product purchase price.
We do not charge additional handling, repair or service fees for all of these troubles but we still continue to provide satisfactory customer support to you. The least you could do is to cover for all of the costs involved in this process. Sounds fair enough?
If you have satisfied these 5 basic criteria, you can go ahead and apply for a return/exchange HERE.
*Please do note that by applying, does not mean approval. Electromotion Australia reserve the rights to deny any application should there be any reason to do so.*
*Please also do note that products purchased through an authorised retailer must follow the return policies of the retailer and cannot be returned to Electromotion Australia directly.*
3 STEP EASY RETURN/EXCHANGE PROCESS
Step 1: Apply for a return/exchange HERE.
Step 2: Ensure that you have met all return request criteria and upload all necessary documents and pictures.
Step 3: Upon confirmation, ship the product back to us.
Pack the Product in original packaging or a sturdy box to ensure the Product will be returned without damage. It is the responsibility of the customer to ensure that the product does not arrive damaged.
Once the Products are received and verified, you will receive a confirmation email with the details of your refund. We will process the refund or store credit within 5 business days.
Electromotion Australia. work really hard to ensure you get your products at the finest quality. We want to be responsible and fair to you as well. Here are some exceptions that there may not be any fees incurred to you should you choose to apply for a return/exchange.
1. 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.
Box Damages: Shipping over-sized large items across the country can incur some scuffs around the box, that is normal for all shipping companies across the United States. The purpose of the box is to ensure the unit inside is well protected. 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 a confirmation or claim number.
Open a support ticket with Electromotion describing the damage, including photos, videos and confirmation number from the freight company. Do not throw away the original packaging.
2. Returning Products for Warranty Claims
Your Electromotion product (purchased on the Website or through an authorised retailer) has a limited 6-months warranty covering parts due to manufacturer defect.
If a defect arises during the Warranty Period, Electromotion will cover the costs for the return unit to be shipped to us for repairs.
REFUSAL OF RETURNS/EXCHANGES
Electromotion Australia can choose to refuse your return/exchange request if:
Conditions of the product and/or packaging are poor.
No reasonable cause for return/exchange.
It is a speed related issue: We advertise the riding speed based on the standard testing requirements of a 75-kg person, unlike phones, electric scooters are items that are ridden on, speed varies among user’s weight, road conditions.
No prior acceptance and approval for the return/exchange.
Product has been used for competitions, rentals or commercial purposes.
RETURNS & EXCHANGES - EXPLAINED
In the expense of convenience and providing customer satisfaction, we offer free shipping for orders of our products.
However, these shipping is actually not free, Electromotion absorbs the shipping fee and pay for it on your behalf. That means we take returns very seriously. 1 shipping trip of electric scooter (a battery product), will cost from $100 up to $250 per trip.
On top of that, we do not sell returned products. There are intense labor involved in a returned product, we have to inspect the entire returned scooter in-and-out. This is not even including of handling, repair or service fees for all of these troubles.
But we are not going to charge you all these additional fees as we aim to provide top-notch customer service and support. To keep it fair for you as well as us, all we ask is for you to cover the 3rd party costs incurred such as shipping and taxes. (Should you choose to do a return/exchange)
Please be fair to us. We are just humans working behind the scene, around the clock trying to do a good job serving every rider.