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Refund Policy

Last Updated: Tuesday 19th June, 2024

The Terms below relate to the refund of any monetary amounts exchanged for a product or products purchased from Electric Scooter Shop, whether 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 & exchanges, please review the Return Policy & the Product Exchange Policy

This Refund Policy applies to all Customers & transactions from the date indicated above (Tuesday 25th October, 2022)

Does Electric Scooter Shop offer refunds?

Electric Scooter Shop may, at its discretion, choose to offer a Customer a refund under a variety of circumstances. There are specifics to the Electric Scooter Shop refund policy so please read on for specifics below.

Under which circumstances am I able to get a refund?

A Customer may be entitled to a refund under the following circumstances:

  • Purchased the wrong product, or;
  • Purchased a product that is unsuitable for their needs, or;
  • Change of mind.
  • In all the above scenarios, the product must be returned:

  • 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. 
  • More than 30 days have passed since I purchased my product. Can I still request a refund?

    Electric Scooter Shop will not issue refunds for any product that was purchased more than 30 days prior to the refund request. 

    Do I have to return my purchase to get a refund?

    In the event a Customer requests a refund for a product, that product must be returned to the Electric Scooter Shop head office and inspected by an Electric Scooter Shop technician before a refund can be issued. No refunds shall be issued without the products being returned by the Customer to Electric Scooter Shop first, and inspected by an Electric Scooter Shop technician.

    The Electric Scooter Shop store is located at 74 Barrys Point Road in Takapuna 

    For more information on returning a product, read the Electric Scooter Shop Return Policy here. 

    Can I get a refund for a product I’ve already used? 

    Electric Scooter Shop is unable to issue refunds for any products that have been used in any way. 

    Customers are advised to adequately research their desired products by leveraging the Electric Scooter Shop support team, blog posts, YouTube channel, or third-party reviews to educate themselves on the available options & product suitability before committing to a purchase. 

    I’ve returned my product. What happens next?

    Once a customer’s return is received and inspected, Electric Scooter Shop will send the Customer an email to notify them that Electric Scooter Shop has received your returned item. Electric Scooter Shop will also notify the customer of the approval or rejection of their refund. 

    Receipt of the returned item at the Electric Scooter Shop store does not constitute any confirmation that a refund will be issued. 

    I’ve returned my product. Can my refund still be denied?

    Electric Scooter Shop reserves the right to refuse to refund a product that does not meet the criteria outlined in our Return Policy. This includes products that have been used, not returned in their intact, original packaging, or products that have been damaged or broken since being received by the Customer. 

    My refund has been approved. How long before my money is returned to me?

    If a Customer’s refund is approved, then the refund will be processed, and a credit will automatically be applied to the bank account provided, usually within 3 - 5 business days. 

    My refund request has been rejected. What can I do now?

    In the event that Electric Scooter Shop elects to deny a Customer’s refund due to the returned product not meeting the criteria for a refund, the Customer may have the product returned to them at their own expense. 

    Are there any deductions from my refund?

    If a Customer’s refund request is approved, the Customer must pay all associated costs and fees including, but not limited to: all shipping costs, merchant & transaction fees, Shopify transaction fees, bank fees, etc, that are incurred by Electric Scooter Shop.

    The original shipping cost incurred by Electric Scooter Shop to ship the item(s) to the Customer in the first place will also be deducted from the total refund amount. 

    Electric Scooter Shop will inform the Customer of the total amount of deductions to be made from any issued refund before the Customer initiates the product return. 

    These fees will be deducted from the total refund amount and usually vary taking into consideration what scooter has been purchased. 

    How long will my refund take? 

    Once a refund is processed, it can take up to 5 business days to arrive in the Customer’s bank account, but factors such as public holidays, weekends, illness (whether at Electric Scooter Shop or merchant providers) can lead to delays in the processing time of the refund. 

    Once a refund is issued, there is nothing Electric Scooter Shop can do to speed up the time it takes for that refund to reach the Customer. 

    My refund is late. What can I do?

    If a Customer hasn’t received their refund yet, the Customer should first check their bank account again. If the refund is not there, contact our support team. It may take some time before your refund is officially posted. If the refund has still not been processed, contact the bank. There is often some processing time before a refund is posted. 

    If a Customer has done all of this and still has not received their refund yet, please contact Electric Scooter Shop at sales@electricscootershop.co.nz.

    Can I choose where I receive my refund payment?

    A refund payment can only be made back to a New Zealand bank account

    My product has shipped with, or developed, a manufacturing defect. Am I entitled to a refund?

    Ordinarily, a refund is not issued in the event of a manufacturing defect. In the event that a product purchased from Electric Scooter Shop has a manufacturing defect, or develops a manufacturing defect with 30 days of being purchased, the Customer shall have the option of returning the product in exchange for a new version of the same product, or returning the product to be repaired under warranty, at which point, that product shall be returned to the Customer. 

    For more information on the Electric Scooter Shop Warranty policy, click here. 

    I only want to return part of my order. Will I receive a full refund for the whole order?

    If the Customer chooses to only return part of their order, then any refund issued will be limited to the price for which each returned product was purchased, minus any deductions listed in the Returns Policy. 

    I received a free item with my order. Can I get a refund for that portion of my order?

    Electric Scooter Shop does not offer any sort of refund for items that were given away for free, or with a $0 cost even if those products are returned. 

    Can I dispute the decision of my refund?

    The decision of Electric Scooter Shop regarding refunds is final. 

    My refund was rejected. Can I do a chargeback instead?

    A bank or credit card chargeback of any nature is treated as a theft from Electric Scooter Shop, and will be referred to local authorities. 

    How do I arrange a refund?

    A Customer can initiate a product return by contacting Electric Scooter Shop support on sales@electricscootershop.co.nz.

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

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