Refund policy

We want you to feel confident about your SCOOTNGO purchase. This policy explains order cancellations, customer-choice returns, refunds, shipping damage, missing parts, wrong items and the difference between a voluntary return and a warranty claim. It applies only to consumer purchases made directly through SCOOTNGO’s official United States online store unless otherwise stated.

1. Order Cancellation

You may request a cancellation within 90 minutes after placing your order by emailing cs@scootngo.com. We will make reasonable efforts to stop the order, but cancellation is not complete until you receive written confirmation from us.

After the 90-minute period, or after an order enters warehouse processing, we may be unable to change, cancel or intercept it. If an unshipped cancellation is approved after payment has been processed, documented non-refundable payment-processing costs of up to 2.5% may be deducted where permitted by law. Once an order has shipped, please accept delivery and follow the return process below. Refusing or redirecting a shipment without contacting us may cause delay and additional charges.

Pre-orders and backorders may be charged when the order is placed. They follow the same cancellation and refund procedures unless a different term was clearly disclosed before purchase.

2. Shipping Damage, Missing Parts or Wrong Items

Inspect the shipment promptly. Contact cs@scootngo.com within 7 days after delivery if the package or scooter appears damaged, a component is missing, or the wrong item was delivered. Include the order number and clear dated photos or video of the carton, shipping label, product, damage and missing or incorrect components.

Keep the original packaging and paperwork until the case is resolved. After reviewing the evidence, we may provide troubleshooting, replacement parts, a replacement product, a prepaid return label, a refund or another appropriate remedy. Minor carton damage, minor cosmetic marks or ordinary wear do not automatically qualify as shipping damage. The 7-day reporting request is intended to support prompt carrier claims and does not limit rights that cannot be waived under applicable law.

3. 14-Day Voluntary Customer-Choice Returns

You may request a voluntary return within 14 calendar days after delivery for an eligible scooter or accessory purchased directly from SCOOTNGO. The request must be submitted within the 14-day period. The product must be handed to the approved carrier within 7 calendar days after we issue return instructions, unless we approve a different deadline in writing.

A return is not authorized until SCOOTNGO provides written confirmation and return instructions. Unauthorized or cash-on-delivery returns may be refused.

A. New and unopened scooters

• The shipping carton must remain unopened and the original factory closures must remain intact.

• The scooter must be unused, undamaged and complete.

• All original accessories, charger, keys, hardware, manuals and promotional items must be included.

• The original carton, cardboard inserts and protective foam must be returned.

B. Opened but unused scooters

• The odometer must show 0 miles.

• The scooter must be free from dirt, dust, outdoor-use marks, tire wear, fragrance, scratches, assembly damage and other signs of use.

• All original accessories, charger, keys, hardware, manuals and promotional items must be included.

• The original carton, cardboard inserts and protective foam must be returned in usable condition.

SCOOTNGO may inspect and test the returned scooter before confirming the final refund.

C. Used scooters

A scooter with mileage above 0, outdoor-use marks, tire wear, damage or other signs of use is not eligible for a voluntary customer-choice return. Functional problems, manufacturing defects and shipping damage are handled under the Warranty Policy or the shipping-claim process and are not subject to customer-choice return fees.

4. Return Fees and Refund Deductions

 

The fixed return-logistics deduction applies when SCOOTNGO arranges standard return transportation. Additional carrier charges caused by an incorrect address, missed pickup, customer-requested redirection, storage, re-delivery or inadequate packaging may also be deducted if documented and permitted by law. The final estimated refund will be provided before the return is approved.

Eligible accessories and replacement parts must be new, unused, unopened and sealed. The customer is responsible for the actual approved return-shipping cost. No restocking fee applies to an eligible sealed accessory return. Batteries are subject to special transportation requirements and must not be shipped without written instructions from SCOOTNGO.

These voluntary-return deductions do not apply when SCOOTNGO confirms that the return is caused by our shipping error, an approved wrong-item or missing-part claim, a covered defect, or another reason for which we agree in writing to waive the fee.

5. Refused or Returned-to-Sender Shipments

A shipment refused, redirected or returned to sender for a customer-related reason may be treated as an unauthorized return after it reaches our facility and is inspected. The applicable fixed return-logistics deduction will apply, together with any documented carrier surcharge, storage charge, address-correction charge or other cost caused by the refusal or failed delivery. If the product is opened, incomplete, damaged or used, additional deductions may apply under this policy. A carrier or delivery failure that is not caused by the customer will be handled as a logistics claim and will not be charged as a customer-choice return.

6. How to Request a Return

1. Email cs@scootngo.com with the subject line “Return Request – [Order Number]”.

2. Provide the order number, delivery date, scooter model, return reason, odometer photo, product photos and packaging photos.

3. Wait for the written eligibility decision, estimated deductions and return instructions. Do not ship before approval.

4. Use the label or carrier instructions provided by SCOOTNGO. If we approve self-arranged shipping, use tracking, signature confirmation and adequate cargo insurance.

5. Return all original components, accessories, documents and packaging.

6. Keep the shipping receipt and tracking information until the refund is complete.

7. Refund Timing and Promotional Adjustments

After the return is received and warehouse inspection is complete, SCOOTNGO will process the approved refund within 7 business days, normally to the original payment method. Your bank, card issuer, financing provider or payment platform may require additional time to post the funds. Contact us if the refund has not appeared 10 business days after we confirm that it was processed.

When only part of an order is returned, discounts, gifts, bundles, free-shipping benefits and other promotions may be recalculated based on the items retained. Any adjustment will be allocated proportionally or according to the published promotion terms. Taxes will be refunded or adjusted as required by applicable law.

8. Non-Returnable Items

• Scooters for which the voluntary return request was submitted more than 14 days after delivery.

• Used scooters or scooters that do not meet the applicable condition, mileage, completeness or packaging requirements.

• Batteries or other regulated items shipped without SCOOTNGO’s written transportation instructions.

• Special-order, personalized or clearly marked final-sale products, except where required by law or covered by a warranty or fulfillment claim.

• Products damaged by misuse, collision, unauthorized modification, improper assembly, neglect or other customer-caused damage.

• Products returned without prior written authorization or by cash-on-delivery shipment.

9. Returns and Warranty Claims

A voluntary customer-choice return is different from a warranty or fulfillment claim. If the scooter has a functional problem, contact Customer Service before shipping it. We may troubleshoot the issue, provide a replacement part, arrange repair, replace the product or approve another remedy under the Warranty Policy. Product defects, shipping damage, missing parts and wrong items should not be submitted as customer-choice returns.

Nothing in this policy reduces any right or remedy available under SCOOTNGO’s written warranty or applicable federal or state law. Warranty Policy: Warranty Policy – SCOOTNGO

10. Purchases from Dealers or Marketplaces

This policy applies only to consumer purchases made directly through SCOOTNGO’s official United States online store. Purchases from an authorized dealer, marketplace or other seller are governed by that seller’s return policy, while applicable manufacturer warranty rights may still apply.

11. Contact and Final Determination

Email: cs@scootngo.com
Phone: (626) 998-3299
Hours: Monday–Friday, 9:00 AM–6:00 PM Pacific Time

After reviewing the order and returned product, SCOOTNGO may make the final determination regarding voluntary-return eligibility, product condition, applicable deductions and the appropriate remedy, subject to rights that cannot be waived under applicable law. This policy must be displayed or linked clearly before checkout wherever required by state law.