TO QUALIFY FOR WARRANTY SERVICE:
You must present a copy of sales receipt from Electromotion directly. For approved retail partners warranty, kindly claim it from your point of purchase directly.
The product cannot be used for rental or commercial use.
The product cannot be used for competition.
The product must be purchased directly from the website.
Warranty claims made within 30 business days of delivery will be eligible for replacement parts and shipping of replacement parts at no additional charges. Claims made after 30 business days of delivery will still be eligible for replacement parts but the customer will be responsible for the shipping fees incurred for the required parts.
LIMITATIONS OF LIABILITY
This Limited 12-Months Warranty is non-transferable and non-renewable after the product’s initial sale.
No unapproved modifications can be made to the product, its performance or otherwise, in order for this Limited 12-Months Warranty to remain in effect.
No reimbursement is provided for towing, loss of time, loss of use, inconvenience, incidental or consequential damages.
Warranty is void if weather-related water damage is determined. Owner is responsible for storage and protection from the weather.
Electromotion AUSTRALIA makes no warranty with respect to products or trade accessories not made by Electromotion AUSTRALIA, including, but not limited to, motors, tires, wheels, and batteries, such products or trade accessories, such items being subject to the original manufacturer’s warranty, if any.
This Limited 12-Months Warranty does not cover minor surface blemishes, rips, tears, flat tires or other cosmetic damages due to normal use, or other intentional or unintentional damage to the product.
This Limited 12-Months Warranty will not cover any damage which results from the application of improper cleaners, solvents or chemicals to the product, water damage, smoke or soot, or from exposure to saltwater, sea breeze or salt.
This Limited 12-Months Warranty will not cover any damage which results from ageing, such as fading of paint, deterioration of plated surfaces, deterioration of rubber or plastics, or rusting.
This Limited 12-Months Warranty does not cover improper repair or misdiagnoses of problems.
This Limited 12-Months Warranty only covers parts such as motor, battery, controller and LCD display, exclude damages from rider’s usage. This is standard across the industry.
This Limited 12-Months Warranty does not cover damage due to misuse or neglect, use other than as specified in the Owner’s Manual, or use under abnormal conditions are not covered by this Limited 12-Months Warranty.
This Limited 12-Months Warranty does not cover damages due to accidents or any form of personal negligence.
Warranty does not cover screws, nuts and bolts natural corrosion, wear and tear.
It is important to note that warranty does not cover labour or shipping fees.
Our warranty coverage includes mainly 2 functions:
1. Parts Replacement
In order to get your scooter up and running again in the shortest time possible, after approval of your warranty claim, please arrange part to be shipped to Electromotion. Once we have received the part we will ship out necessary replacement components to you as well as provide guided assistance in the form of tutorials, videos, images, worded documents and phone/video calls.
2. Repair Services
Upon an approved warranty claim, in the event that you do not know how or do not have the time to conduct repairs on the product, Electromotion may arrange repair services for you at no additional charges. However, the customer is responsible for any incurred cost due to shipping, taxes, uncovered part replacements and other 3rd party costs. The customer can choose to deliver the product the repair facility by themselves if they choose to do so to avoid any incurred shipping fees.
3 EASY STEPS TO CLAIM YOUR WARRANTY
Step 1: Send in an email to
Step 2: Attach/provide materials for troubleshooting process
Video and images showcasing the problem.
Explanation of nature of issue/s faced.
Step 3: Receive instructions, parts or repairs guidelines for warranty claims.
OWNER’S WARRANTY RESPONSIBILITIES
As the device’s owner, you are responsible for the performance of the required maintenance. You may be denied a warranty claim solely because of your failure to ensure the performance of all scheduled maintenance. As the owner, you should be aware that you may be denied your warranty coverage if your device or a part has failed due to abuse, neglect, improper maintenance, or unapproved modifications. For any issue regarding your EMove product, email
We try to process all orders placed on our website within 1 to 2 business days. All orders are shipped via ground shipping method and average delivery times are 5-7 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 Electrromotion 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.
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.