Refund policy

 WE MADE RETURN MUCH MORE EASIER 

If you prefer not to talk to us and want an automated return ,In just few minutes you can request any return , simply create your account an login in to your account by clicking following link and request a return 

SELF SERVE RETURN

 

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 30 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 30 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 the AOVO eScooter UK 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 30 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.

RETURNS FOR KLARNA PAYMENTS

If you paid using one of Klarna’s payment products – ‘Pay in 3’ or ‘Slice It’ – we will instruct Klarna to arrange for any agreed value to be repaid.

This may take longer than a direct refund because Klarna needs to arrange for this refund following our instruction.

For more details of Klarna’s refund policies, please click here.

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 info@aovoescooter.co.uk or call us 0333 7721173, 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 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, you must contact us via our email address: info@aovoescooter.co.uk, 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 AOVO scooter UK 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.

*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, brakes , accelerator, mudguard parts. Please check manual/warranty from manufacturer for more detail.

FAULTY ITEM 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 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 info@aovoescooter.co.uk, 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

*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 , Bottom brackets, Accelerator, brakes, mudguard & support  

 

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 Aovo Fix UK Ltd 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 30 days if there is an issues with spares please customer service team  Aovo Fix UK Ltd Reserve the right to repair/replace any defective part under warranty.