Return Policy
FREE RETURN TO OUR WAREHOUSE
You can return unused, “as new” items back to any of our warehouse in Ipswich Suffolk free of charge within 14 days of receiving the item. Simply bring your purchase and original receipt. You can then choose to get the item refunded or exchange it for an alternative product.
Refunds will be processed using the original payment method.
The goods must be returned in an “as new” condition with all components included in their original box and packaging. Mileage on returned e-scooters must be less than 1km.
RETURN YOUR PURCHASE BY POST
If you change your mind about your purchase, you can return unused, “as new” items back you can arrange your own way of returning purchase to us or you can use our tracked courier service for returns. There is a charge of £22 for electric scooters and £5.20 for any spare and accessories.
If you decided to use our service to return, we will arrange collection from your door and will provide you instructions via email. You would like to use our return service, please contact us via our email address: info@aovoescooter.co.uk. Please include your order number and the reason for your return in your email. All such information must be received by us within 14 days of you receiving your product.
If you choose to return by post, it is your responsibility to ensure that the item is returned to us in a safe and secure manner. We cannot be held responsible for any damage caused during posting. If not using one of our services above, we suggest that you use a recorded postal/courier service.
Refunds will be processed using the original payment method.
The goods must be returned in an “as new” condition with all components included in their original box and packaging. Items returned without original packaging may be damaged in transit - the purchaser accepts all liability for any damage and loss of value incurred. Mileage on returned e-scooters and e-bikes must be less than 1km.
You must include in the box a copy of your name and order number for the return to be processed.
Once your refund has been approved by thePower Battery technicians, we will ask for your confirmation that you accept the terms of the refund. We will refund the agreed monetary value to your original payment method within 14 days. Please be aware that direct refunds can take up to five days to appear in your bank account depending on who you bank with.
CANCELLING YOUR ORDER
Before dispatch
If you would like to cancel your order before the product has been dispatched to you, please contact our customer services team via email at ukpowerbattery@gmail.com or call us +44 7904 116259, quoting your order number. If your order has not yet left our warehouse, we may be able to cancel the order and issue a refund once confirmed.
After Dispatch
As we aim to dispatch items as quickly as possible, it may already be on its way to you. If this is the case, we will confirm this and change in mind policy will apply.
FAULTY ITEM WITH IN 14 DAYS
If you receive your item and it is faulty, damaged, or develops a fault under normal use* within 14 days of delivery, then you can return it to us for repair, replacement or refund.
To initiate a return, you must contact us via our email address: ukpowerbattery@gmail.com, quoting your order number and details of the fault. please also attach images or a short video that demonstrates the problem.
Following a phone-based assessment, we’ll arrange for a pre-paid label for you to drop the product off at your local post office for repair, replacement or refund or collection of the purchase also possible with small charge contact customer services team for more information.
All returns are assessed by a Power Battery technician and the fault must be confirmed before further action can be taken. This assessment process can take up to five working days from us receiving the product.
All components must be returned in the box with your item. If no fault is confirmed, the item will be returned to you. We may charge you to return the product in these circumstances.
FAULTY ITEM AFTER 14 DAYS
If your product develops a fault through normal use* after the initial 14 day return period, you may still be entitled to have faulty part send out to you at free of cost excluding shipment charges.
If you decided not to replace faulty part yourself you can consider using our repair service you will be offered a special discounted price to use our service to have a repair done on your scooter.Most our repair services includes free service of your scooter
Please email us at ukpowerbattery@gmail.com, quoting your order number and details of the fault attaching images or a short video that demonstrates the problem so that we can advise the next best steps. We will support you through the next steps depending on the conditions set out in the manufacturer’s warranty.
Proof of purchase is required with all potential claims
Please note – any fault caused due to misuse of a product, including water ingress or external damage where this is not included in the manufacturer’s policy, may void the warranty. We strongly recommend that you read the product manual and warranty before using your product to avoid accidental voiding of your warranty.
ADDITIONAL CONDITIONS SPECIFICALLY FOR ACCESSORIES & SPARES
To avoid abuse on our return policy and we have special markings on our product to identify if it was purchase from us Power Battery Reserve the right to refuse a refund and dispose off your item if we found that return item was not purchase from us and attempt has been made to send us faulty or used or fake product purchased from other sellers .
All our spares comes with 3 months warranty only, and after 14 days if there is an issues with spares please customer service team Power Battery Reserve the right to repair/replace any defective part under warranty.