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: [INSERT U.S. WARRANTY POLICY LINK].

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.

 

 

 

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at cs@scootngo.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at cs@scootngo.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

Get More Details on This Page: Return and Warranty Policy or check the following details directly. 

 

 

Modify or Cancel Order:

• Any changes that you make regarding shipping once the item is shipped, including but not limited to changing the address, putting an order on hold, or updating shipping settings/preferences may delay your receipt of the Products and replacement Products and/or refunds.
• If you need to change the color and size of your scooter, switch the accessories on your order, or if you ordered the wrong product, we are here to help. It is our goal to make sure any mistakes or changes to your order are corrected before shipment occurs.
• Any order cancellation before shipment will be charged a 10% processing
• It is also not possible for us to change the color or size if the scooter is in transit - refusing the package due to color or size will be treated as a return and fees will apply. You will be responsible for paying for shipping both ways and will be subject to a twenty percent (20%) restocking fee.
• All cancellations need to be done by email to Scootngo service department. The customers cannot cancel the order by phone. The customers will receive a notification email after the order has been canceled successfully. Otherwise, the cancellation of the order was unsuccessful.
• Pre-Orders and Backorders and Pre-Order/Backorder Cancellations. Our backorder process is for mobility scooter that have already been available but are temporarily out of stock. For all pre-orders and backorders, your credit/debit card will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship.

 

Return Order:

• Refused Shipments:

If you refuse delivery of an order we reserve the right to charge a restocking fee of 20% order value for the return. We cannot change, intercept, or cancel orders that have already shipped. If you refuse delivery, we will treat your order as a return if it arrives back to us and issue a refund for the purchase price via your original payment method.

• Dead on Arrival (DOA):

Damage due to shipping/delivery, missing items. 

If you receive an order that arrives damaged, incomplete, or in need of replacement parts, contact Scootngo customer care at cs@scootngo.com within three days of receiving the item to report the error or damage.

 

Missing Item(s), Wrong Item(s) or Incorrect Package Sent

Please be sure to open the parcel and carefully check the contents before signing for the package.

For any issues, please carefully follow our warranty process to minimize any delays:

1. Contact our Support Center with your order number and the product.
2. Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.

 

• Possible Solutions:

- If there is an item missing, we will resend the missing item/accessory for free within the warranty period.

- If we have shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). Scootngo will decide whether you need to return the wrong product or not and compensate you the return shipping fee when we receive it.

 

• Customer Return/14-Day Return：

For returns not due to product quality problems. We have a 14-day return policy, which means you have 14 days to return new and unused items after receiving your item to request a return. To be eligible for a return, the customer must meet the terms instructed below:

• Must be in like-new condition and free from dirt, dust, or fragrances
• Must be in the original same packaging (all cardboard and foam) and condition that you received it
• Must include all items that were included inside the box (charger, keys, hardware, etc.)

You will be responsible for paying for your own shipping costs for returning your item under this condition. Original and return shipping costs are nonrefundable, and we do charge a restocking fee of 20% order value for the return. Return shipping fees may vary depending on the chosen freight carrier. Customers are responsible for arranging the return shipping and paying any fees. We recommend using a trackable shipping service and purchasing shipping insurance.

• Accessories return:

Any purchase of accessories or receipt of a replacement part under the Limited Warranty shall be eligible for return within 14 days of receipt. Any returned accessory or replacement part must be unused, free of any wear and tear, dirt, dust, fragrance, or any other signs of use, and must be sealed and unopened in the same packaging and condition in which you received it. You will be responsible for paying for shipping both ways and will be subject to a twenty percent (20%) restocking fee.

• Non-returnable/non-refundable Items:

1. For a mobility scooter that has been delivered for more than 14 days, we do not accept returns anymore and follow our warranty policy.

2. Used Products, batteries, special orders, sale items, and gifted orders shall not be returnable except in EXTREME cases of breakage/malfunction covered by our warranty, and then only after receipt of our approval for the return.

How to return:

To initiate a return, please contact our customer service department at cs@scootngo.com. Please reach out to us with your order number. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Any warranty issues must be resolved prior to process a return.

. Please email us before you return the products.

Refund:

Please understand that any item returned with an order that used a discount code will have the entire discount code value subtracted from the refund value, whether you return one mobility scooter or multiple mobility scooters. Refunds will be made after the scooter is received and inspected.

After receipt, returned items will be inspected and a refund will be applied within 5 business days of receiving the product.

We only accept returns from purchases made directly through our website. If you’ve purchased through an authorized dealer, please contact them directly.

If you haven’t received a refund after 2 days of approval, please check your bank account again and contact your credit card company/bank as it may take some time before your refund is officially posted. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at  cs@scootngo.com