If you change your mind don’t stress. Our 30 day returns policy has you covered.
If you would like to return your purchase and obtain a full refund you must inform us within 30 days of receiving the goods subject to the conditions below.
To complete a return/refund a valid proof of purchase is required.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund and have elected for us to arrange the return shipping, the cost of return shipping will be deducted from your refund.
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
The goods must be unridden, with all manuals, accessories, tools, chargers and parts included in the original packaging as it was delivered to you.
Reasonable deductions may be made from the original purchase price if the goods are not returned in an unused condition and/or if any parts, accessories, packaging or manuals that are missing or damaged.
Once we have received your returned goods, they will be checked by a Flow technician to ensure they meet the required criteria for a refund.
Once agreed, refunds will be processed within 14 days using the same method of payment used for the original purchase.
What do I need to do to request a return/refund?
Email us within 30 days of receiving your goods at firstname.lastname@example.org stating your order number and your reason for return and we will provide you with full instructions.
If you choose to return the goods to us via post or your own delivery method you must accept responsibility for the safe return to us and we advise using a secure, tracked courier service or recorded and insured postal service. Flow Electric Scooters Ltd cannot be held responsible for any loss or damage during return shipping.
To return your product, you should send your product to: Returns Department, Flow Electric Scooters Ltd, Arch 65, Cambridge Grove, Hammersmith, London, W6 0LD, United Kingdom. You must include along with your returned Goods a completed returns form.
If you have placed an order which has not yet been dispatched you may be able to receive a full refund. Please contact us at email@example.com quoting your order number. We will confirm if it has not been collected for delivery in which case we may not need to deduct any delivery charges.
This does not affect your statutory rights.
Returns due to Faulty or Damaged Goods
When you receive your product please ensure you check it carefully.
If you receive your product and it is damaged, faulty or develops a fault under normal operation within 30 days (as defined under the product’s warranty) we will either repair it, offer a replacement or in some circumstances refund your purchase. A valid proof of purchase is required.
If you encounter any issues please contact firstname.lastname@example.org quoting your order number along with a detailed description of the issues you’re experiencing and, where necessary, photos and videos of the fault.
We will provide an initial assessment and try to resolve any issues as soon as possible. Do not send your product back to us until it has been assessed.
Once we have completed the assessment we will arrange a return postage label to be sent to you for you to return the product to us.
The product must be returned complete with all components, parts and manuals and in its original packaging.
If you have reported a fault which we are unable to confirm having received the product, we will return it to you. In this circumstance, we may charge you to send the product back to you.
Faults after the 30 day Return Period
If your product develops a fault under normal operation (as defined under the product’s warranty) after the 30 day return period you may be able to have your product repaired under warranty.
To make a warranty claim, contact email@example.com quoting your order number along with a detailed description of the issues you’re experiencing and, where necessary, photos and videos of the fault. Proof of purchase is required for all warranty claims.
A Flow technician will assess the issue and we’ll guide you through the next steps in line with the product’s warranty.
Your warranty may become void if faults or defects are the result of a failure to follow instructions in the owner’s manual, mistreatment, neglect, abuse, misuse, force majeure, accident, business or commercial use, alterations, modifications, improper assembly, wear and tear, operator error, water damage, extreme riding, use or installation of charger/s or component/s not intended to be used with the product or improper maintenance.