Return & Refund Policy
We want you to love our products as much as we do. All items we ship have successfully passed our rigorous Quality Control inspections. Our 30-days return and refund policy ensure you have a fantastic shopping experience while giving you total peace of mind. Please check the details of return and refund policy below:
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 hello@circooter.com, 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.
What if my order has already left the warehouse?
As we aim to dispatch items as quickly as possible, it may already be on its way to you. If this is the case, please reject the parcel or we will confirm this and help you to arrange a return. And a $25 handling charge will be applied.
Note: The order has been shipped once the tracking number is generated.
FREE RETURNS WITHIN 14 DAYS
If you change your mind about your purchase, you can return the items that must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging back using our tracked courier service for returns free of charge within 14 days of receiving the item. You can then choose to get the item refunded or exchange it for an alternative product.
Opened items may be returned within 14 days of delivery, and must have less than 10 miles of usage recorded by the device. A 20% restocking fee will be applied for all opened items upon successful return.
To start a return, you can contact us at hello@circooter.com. DO NOT send scooters to the manufacturer OR the address it was shipped from! please include your order number and the reason for your return in your email. We’ll arrange for a return shipping label for you to drop the product off at your local post office for return. All such information must be received by us within 30 days of you receiving your product.
You can print the label and attach to the original box, which can then be dropped off at your local post office for collection by courier.
Please notify us as soon as possible after you send your return by emailing hello@circooter.com and provide a tracking number. Once we received the item, we will either replace the item or give you a refund.
FAULTY ITEMS WITHIN 30 DAYS
If you receive your item and it is faulty, damaged, or develops a fault under normal use within 30 days of delivery, then you can return it to us for repair, replacement or refund.
To initiate a return by post you must contact us via our email address: hello@circooter.com, quoting your order number and details of the fault. If you can, please also attach images or a short video that demonstrates the problem.
Following a email or phone based assessment, we’ll arrange for a return shipping label for you to drop the product off at your local post office for return.
All returns are assessed by a Circooter technician and the fault must be confirmed before further action can be taken. This assessment process can take up to 7 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.
*normal use is defined under the manufacturer’s warranty. The warranty doesn’t cover consumable parts such as Wheels (Tyres, Spokes or Punctures), Cables, Brake shoes, Headsets or Bottom brackets.
FAULTY ITEMS AFTER 30 DAYS
If your product develops a fault through normal use* after the initial 30 day return period, you may still be entitled to have your product repaired at no cost under warranty or you can choose partial refund, The refund would be 30%-80%, it depends on the actual problem and situation
Please email us at hello@circooter.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.
Following a email or phone based assessment, we’ll arrange for a return shipping label for you to drop the product off at your local post office for return.
*normal use is defined under the manufacturer’s warranty.
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.
Exchange
Only 30 days allowed replacement:
Unopened Circooter products: Within 30 days from the date of purchase, the products are allowed to be replaced without bearing the freight and additional handling charges.
Products with non-quality issues: within 30 days from the date of purchase, the costs of shipping 40-60 $ will be charged
Products with quality issues: within 30 days from the date of purchase, shipping costs for exchange will be covered by Circooter.
The replacement will be performed immediately on the second business day after receiving the package returned by the customer.
Defective or Damaged Item
If you feel you have received a defective or damaged product, we want to quickly correct the problem, please contact us at hello@circooter.com before returning the item. We will, upon request, replace the item or issue the full refund.
Received the Wrong Item
We follow careful order picking procedures to ensure every item in your order is correct, but occasionally we do make mistakes. You can choose to keep the wrong item with a partial refund or request the correct item. To request the correct item, we may offer you a free-of-charge return shipping label. After receiving your returned item, please send us an email to hello@circooter.com indicating your order details. We will, upon request, send you the correct item or issue the full refund.
Missing or Lost Item
If you suspect your package is missing or lost, please email our customer service team at hello@circooter.com with the order number as well as the tracking number so that we can initiate a lost package claim. This claim will help in the recovery of your missing or lost package. The process will take 7 days until a formal confirmation can be received from the shipping company.
GENERAL PROCESS FOR REQUESTING RETURNS
To initiate a return, please contact our customer service at hello@circooter.com. Please provide us with your order number. If your return is accepted, we will send you a return label and instructions on how and where to send your package. Items that are sent back to us without first requesting a return will not be accepted.
Note
For returned items or items for exchange, we will need 7 business days upon receiving your item(s) to process the solution.
After this time, the refund time-frame is as below:
（1）Paypal account refunds: up to 48 hours.
（2）Credit card refunds: between 7-14 business days.
（3）Express shipping cost is non-refundable.
（4）We only accept returns for purchases made directly through our website (www.circooter.com). If you purchased through an authorized distributor, please contact them directly.