Return & Refund
Update: 2023/3/1
1. Order Cancellation
The customer can only request an order cancellation before the package has been shipped, so please contact us within 24 hours of placing your order. Once the item is shipped, a 8% restocking fee will be applied.
Note:
(1) If you decide to cancel your order finally but your package has been shipped, please just reject the package directly, we will handle a full refund minus a 8% restocking fee after receiving the return at our warehouse.
(2) If you don't reject the package and receive the package, but you still want to return the item, we need to charge you a 10% restocking fee to apply for a return label.
(3) Due to the high cost of the return label, we cannot provide return and full refund service for all accessories, we can consider a 10-50% refund according to the actual situation caused by the seller's reasons.
2. 30 days return or replacement
If you are dissatisfied with your purchase, you may request a return or exchange within 30 days from the delivery date.
Buyer's reasons (personal matters)
For all eligible returns, items must be unused, and undamaged, and labels and tags must be intact and returned in their original packaging. Otherwise, the item may not be eligible for return.
(1) The products have not been used or opened.
(2) You can request a free return within 30 days via our customer service at hello@circooter.co.uk.
(3) Please put all items in the original packaging and return them with a return label (Circooter customer service can provide a free return label after the return request is confirmed). If you lose the original packaging, please find suitable packaging at a local store to pack all items.
(We sincerely apologize for not providing additional boxes separately in the return process).
(4) If returned successfully, all returned items will be subject to a processing fee of up to 10%.
Seller's reasons (quality problems or incorrectly shipped goods)
All return/exchange fees and costs are free. You will receive a full refund or a new product for free after we receive the returned package.
3. Refund
For non-defective products/no-longer needed products
（1）Unused Merchandise: Unused merchandise may be returned for free within 14 days of delivery. More than 14 days and not more than 30 days, an up to 10% restocking fee will be applied for all Unused merchandise upon successful return.
（2）Used Merchandise: Used merchandise may be returned within 30 days of delivery, and must have less than 5 km of usage recorded by the device. Our product experts will conduct a comprehensive inspection of each product and generate a professional inspection report after the return is received in our warehouse. A 15% restocking fee will be charged on all used items if the test result is that returned product is nearly 80% new. If the test result is that the returned product is less than 80% new, a depreciation fee of 30-50% will be charged according to the actual problem and situation.
（3）Over 30days：The refund would be 30%-70%, it depends on the actual problem and situation. The shipping fee can not be refunded.
For defective products
（1）Within 30 days: All fees and charges are free for return/exchange/repair.
（2）Over 30 days: Return not acceptable. If the issues are non-fixable, we'll offer a replacement or repair service if it's verified as a quality issue by our inspection department.
4. How do I return my order?
Circooter always wants you to have an exciting ride with us. However, if you need to return an order, we’re here to help. Contact our customer service team mail hello@circooter.co.uk and send us the following information before returning it to us.
（1）The reason for return.
（2）The valid order number.
（3）The marked delivery date.
（4）A clear photo and/or video to show the condition of the product if you are returning for quality reasons.
Our customer support will reply to your email within 24 working hours, except on weekends or holidays.
After the review is successful, we will send you a free return label.
After our warehouse receives and checks your returned package, the refund will be processed within 1-3 business days according to our refund policy, the replacement will be processed immediately within 1-2 business days, and the repair time will be 7-14 business days.
5. Exchange
Only within 30 days from the date of purchase allowed replacement:
1. Unopened or Unused products: the products are allowed to be replaced without bearing the freight and additional handling charges.
2. Used products with non-quality issues: a 10% restocking fee will be charged.
3. Used products with quality problems: shipping costs for exchange will be covered by Circooter.
4. The replacement will be performed immediately on the second business day after receiving the package returned by the customer.
| Defective Item | Replace the item or issue the full refund |
| Received the Wrong Item | Free to exchange or full refund |
| Item Damaged During Transit | Free to send proper accessories to fix it well A full refund or exchange |
| Missing or Lost Item | Accept free resend or full refund (Please sign and send Not-signed-certificate document to help us initiate a lost package claim.) |
| Order Cancellation before Shipment | Please contact us to cancel it within 24 hours after you pay, we will intercept shipment and refund the full. |
| Order Cancellation after Shipment (Refuse to accept the package) |
1.A shipping fee(8% cost) will be deducted as a processing fee 2.The full refund minus the shipping fee will be credited back to your original payment in time when our warehouse receive the returning package. |
| Change delivery address | Please provide new address within 24 hours after you pay, we will change it before shipment. |
| Quality Issues Refund | 1. Within 30 days: Free return or exchange for defective products. 2. Over 30 days: Return is not acceptable; Accept exchange of new product or partial refund (30% - 70%), this depends on the problem and the actual situation. Must take a photo of the item in its original packaging to share with our Product Support team. |
| Non-quality Issues Refund | Only refund within 30 days: Products being returned for non-defective reasons will be charged a 10% restocking fee will be at the customer’s cost. The return items must be unworn, Unopened package, unused, or the E scooters must have less than 5 km on the odometer, be free of any wear and tear, dirt, dust, fragrance, or any other signs of use, and must be in the same packaging and condition that you receive it, and must include all items that were inside the box. |
6. Kindly Notes:
For returned items or items for exchange, we will need 7 business days upon receiving your item(s) to process the solution.
After this time, the refund time frame is as below:
Paypal account refunds: up to 1-3 business days;
Credit card refunds: between 3-14 business days;
We only accept returns for purchases made directly through our website.
7. Our UK repair depot:
Recipients: RV - 119
Unit 14 Union Road Ind Est
Union road
Oldbury
B69 3EX
UNITED KINGDOM
Customer service: hello@circooter.co.uk
