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Product Exchange Policy

Last Updated: Tuesday 19th June, 2024

The Terms below relate to the exchange of one product sold by Electric Scooter Shop for a different product or products from Electric Scooter Shop, regardless whether the original product was purchased through the Electric Scooter Shop website, by phone, through email, or in person through the Electric Scooter Shop store. 

For Terms & Conditions relating to the returns & refunds, please review the Return Policy and the Refund Policy.

This policy shall apply to all Customers & transactions from the date indicated above (Wednesday 19th June 2024). 

Does Electric Scooter Shop offer product exchanges? 

Electric Scooter Shop can replace or exchange products within 30 days of purchase if:

  • they are defective, or:
  • they are damaged in transit or cannot be repaired, or;
  • the purchasing customer has changed their mind and wishes to exchange their ride for another model (conditions apply - read the following paragraph for details). 

I’ve used my products & I want to exchange them for something else. Can I still do this? 

Electric Scooter Shop will only exchange a product for an alternative if the returned product is:

  • Unused; and;
  • Unopened, or if opened, in its original and intact packaging, and;
  • Undamaged, and;
  • Clean, and;
  • Unmodified, and;
  • Within 30 days of the date the product was purchased. 

If the replacement product is more expensive than the original purchased product, the Customer will be required to pay the difference plus shipping fees before any replacement product shall be dispatched. 

Can I exchange a product after 30 days? 

Electric Scooter Shop cannot offer exchanges or replacements for products after 30 days have passed since the date the product was purchased except in the case of warranty claims. For more information on claiming a warranty issue, please read the Electric Scooter Shop Warranty Policy Can I exchange a product if I no longer have the original packaging?

For a product to be considered ‘unused’ and thus eligible for an exchange, the product must be returned in its original & undamaged packaging. For this reason, Electric Scooter Shop highly suggests taking care to open the product carefully as to avoid damaging the packaging, then keeping that packaging for 30 days. 

Products returned for exchange without their original packaging, or in notably damaged packaging, or with parts of their packaging missing are automatically ineligible for exchanges. 

Are there any costs associated with exchanging a product? 

In order to exchange a product, the customer must return that product to the Electric Scooter Shop store for inspection first. The Customer will have to arrange their own shipping & cover the cost of that return shipping, plus either: 

  • cover the original shipping cost of delivering the initial product to their location, or;
  • or the shipping cost of the replacement product depending on which product is chosen by the Customer as a replacement. 

See below for more details. For more information on returning a product, please read the Electric Scooter Shop Returns Policy.

I’m upgrading my product. Is there a cost involved?

In the event the returned product is being exchanged for a different product with a higher price, the Customer will receive an invoice for:

  • the shipping cost of the replacement product, and;
  • the difference in price between the returned & the replacement product.

This invoice will need to be paid before the replacement product is dispatched. 

I’m downgrading my product. Do I get a refund for the difference?

In the event the returned product is being exchanged for a different product with a lower price, the Customer will receive an invoice for:

  • the original shipping cost incurred by Electric Scooter Shop when delivering the original product to the Customer, and;
  • the difference in price between the returned & the replacement product (as a deduction to the shipping costs). 

This invoice will need to be paid before the replacement product is dispatched. In the event that the deduction of the difference between the product costs entitles the user to a refund, the replacement product shall be dispatched and a refund issued in the next 1-3 business days. 

I’m swapping my product for the same product, or an alternative product of equal value. Do I need to pay anything?

In the event the returned product is being exchanged for the same product at the same price (i.e. different colour or style), or an alternative product of the same value, the Customer will receive an invoice for:

  • the shipping cost of the returned product, and;
  • the shipping cost of the replacement product.

Note that the exchange policy is different for warranty claims. For more information on how to claim a warranty issue, please read the Electric Scooter Shop Warranty Policy

Can I arrange my own return shipping, or return the product in person?

The Customer must arrange their own return shipping and pay for all associated costs, or bring the product back in person. In doing so, the Customer assumes all responsibility if that product is damaged during its return journey. If that product is damaged during return transit this may impact the final decision on whether a product exchange is approved. 

Electric Scooter Shop is not liable to replace any product that is damaged as a result of being shipped back through the Customer’s own courier service or delivered by the Customer directly. 

For more information on returning a product, please refer to the Electric Scooter Shop Returns Policy. 

I’ve sent my product off to be exchanged. What happens next?

Electric Scooter Shop will need to inspect any returned products to ensure those products meet the requirements of the Returns Policy before any sort of refund or exchange is organised. The Customer will be notified if their exchange has been approved or rejected. 

My product exchange has been approved, what happens next?

Electric Scooter Shop will contact the Customer to discuss exchange options, invoice for any fees due, & arrange the delivery of the replacement product. 

My product exchange was denied. What can I do?

In the event Electric Scooter Shop is unsatisfied with the condition in which the original purchased product is returned, Electric Scooter Shop can return the product to the Customer at the Customer’s expense. In this instance, no exchange shall be offered. 

Can I upgrade to another product for the same price as the product I’m returning?

Should the Customer wish to upgrade their product after they have returned their original product, the Customer shall be required to pay the difference between the product they are returning and the product they have selected as the replacement. 

I purchased a product on sale. Can I exchange it for a product at the same price as my purchase’s RRP?

A product’s return value shall be deemed equal to the price at which it was purchased, regardless of how that product is priced at the time of exchange. 

I received free items in my order. Can I exchange those items for something else?

Free items are ineligible for exchange unless they are being replaced like-for-like with a different version of the same product (i.e. same product in a different size or colour). The Customer must cover all shipping costs associated with returning the original product, and having the replacement product delivered back to the Customer’s location.

Free items can not be upgraded to a different product, and are not eligible for a refund in the case of a downgrade. 

I have questions about the Exchange Policy. Who can I contact?

Any questions about the Exchange Policy can be directed to sales@electricscootershop.co.nz