Refund policy

Last updated: September 2026

At E-Scooter Hut, we want you to be happy with your purchase. If you have any concerns about an item you have received, please contact us and we will do our best to help resolve the issue.

This policy explains our returns, refunds and faulty-product procedures. It applies alongside your statutory rights under UK consumer law.

Nothing in this policy affects, restricts or removes any statutory rights you may have. If there is any conflict between this policy and your statutory rights, your statutory rights will apply.

1. Change-of-Mind Returns

If you purchase goods from us online as a consumer, you generally have the right to cancel your purchase within 14 days of receiving the goods, without needing to provide a reason.

If you wish to cancel your order under this right, please contact us within the cancellation period with a clear statement that you wish to cancel.

Once you have notified us, you should return the goods within 14 days, unless we have agreed otherwise.

For change-of-mind returns:

  • You should take reasonable care of the goods while they are in your possession.

  • You may inspect the goods to establish their nature, characteristics and functioning.

  • Where reasonably possible, please return all original accessories, components and packaging.

  • You are generally responsible for the cost of returning unwanted goods.

  • We may make a deduction from your refund where the value of the goods has been reduced because they have been handled beyond what was necessary to establish their nature, characteristics and functioning.

The above applies to statutory cancellation rights and does not apply in the same way where goods are faulty, incorrectly supplied or not as described.

2. Before Installing or Using Replacement Parts

Many of the products we sell are replacement parts designed to be installed onto electric scooters and other personal electric vehicles.

We strongly recommend checking the following before installation:

  • The make and model of your scooter

  • The exact part specification

  • Dimensions and measurements

  • Tyre size

  • Valve type and angle

  • Brake disc size

  • Brake pad shape

  • Electrical connector type

  • Compatibility information provided on the product page

If you are unsure whether a product is suitable for your scooter, please contact us before installing it.

We are always happy to help confirm compatibility where we can.

3. Parts That Have Been Opened, Fitted or Used

Opening packaging does not automatically prevent a return.

However, if an item has been fitted, installed, inflated, connected, modified or used, it may have been handled beyond what is necessary to inspect its nature, characteristics and functioning.

For example:

  • A tyre that has been mounted onto a wheel

  • An inner tube that has been inflated

  • Brake pads that have been installed

  • A brake disc that has been fitted

  • A throttle that has been connected

  • An electrical component that has been installed

  • A kickstand or mudguard that has been fitted

If you are returning an item because you have simply changed your mind, we will assess its condition when it is returned.

Where permitted by law, we may take account of any reduction in value caused by handling beyond what was necessary to establish the item's nature, characteristics and functioning.

Fitting or using an item does not automatically remove your statutory rights.

If you believe an item is faulty, incorrectly supplied or not as described, please contact us so that we can investigate.

4. Tyres and Inner Tubes

Please check the tyre size, specification and compatibility with your scooter before fitting.

If you are unsure whether a tyre or inner tube is suitable, please contact us before installation.

Once a tyre or inner tube has been:

  • Fitted to a wheel

  • Inflated

  • Stretched during installation

  • Mounted and removed

  • Ridden on

it may no longer be in an unused condition.

For change-of-mind returns, we will assess the condition of the item when returned. Where permitted by law, any reduction in value caused by use or unnecessary handling may be taken into account when determining the refund.

Installation Damage

Incorrect installation can damage tyres and inner tubes, particularly if an inner tube becomes trapped or pinched during tyre installation.

If you encounter a problem during installation, please stop and contact us before continuing.

We may ask for photographs or video to help establish whether the issue relates to the product or the installation.

This does not affect your statutory rights where the product itself is faulty, incorrectly supplied or not as described.

5. Faulty Products

If you believe that an item is faulty, please contact us as soon as possible.

Depending on the circumstances, we may ask you to provide:

  • Your order number

  • Photographs of the item

  • Photographs of the packaging

  • A video showing the fault

  • Photographs of the item installed, where appropriate

  • Details of how the item was installed or used

  • Information about when the issue occurred

This information helps us understand the problem and, where necessary, investigate it with our supplier or manufacturer.

Where goods do not meet the requirements of consumer law, we will provide the appropriate remedy in accordance with your statutory rights.

Depending on the circumstances, this may include:

  • A refund

  • A repair

  • A replacement

  • A price reduction

  • Another appropriate remedy

Consumers generally have a 30-day short-term right to reject faulty goods and receive a refund where the statutory requirements are met.

After the initial 30-day period, repair or replacement may generally become the primary remedies, with further remedies potentially available where a repair or replacement cannot reasonably be provided or does not resolve the issue.

6. Incorrect Items

If we have sent you the wrong product, please contact us before returning it.

We may ask you to provide a photograph of the item received so that we can compare it with:

  • Your order

  • The product listing

  • The product SKU

  • Our fulfilment records

  • The packaging or product markings

If we have supplied the incorrect item, we will arrange an appropriate resolution and will not expect you to bear the reasonable cost of correcting our error.

7. Products That Do Not Fit

If a replacement part does not appear to fit your scooter, please do not force, modify, cut, drill or otherwise alter the part.

Please contact us first.

We may ask for photographs showing:

  • Your scooter

  • Your original part

  • The replacement part

  • The packaging

  • Relevant measurements

  • The part positioned or fitted to the scooter, where appropriate

This allows us to establish whether the issue is caused by:

  • Incorrect compatibility information

  • A different model generation

  • A variation in the scooter

  • Incorrect installation

  • The wrong item being supplied

  • The product specification

  • Another issue

Where a product has been correctly supplied and accurately described, an installation or compatibility issue does not automatically mean that the product is faulty.

However, where a product is not as described, does not meet the relevant legal requirements or otherwise fails to meet your statutory rights, we will deal with the matter accordingly.

8. Damage Caused During Installation

Customers should take reasonable care when installing replacement parts.

Damage caused by incorrect installation, excessive force, modification or improper fitting may not constitute a fault with the product itself.

If you encounter a problem during installation, please stop and contact us before continuing.

We may request photographs or video to help establish what has happened.

This does not affect your statutory rights where the product itself was defective or otherwise failed to meet the requirements of consumer law.

9. Electrical and Electronic Components

Electrical components should only be installed where the customer is satisfied that the component is compatible with their scooter and can be installed safely.

If you are unsure about compatibility or installation, please contact us before connecting the component.

Where an electrical component is reported as faulty, we may request:

  • Photographs

  • Video

  • Error codes

  • Information about the scooter

  • Details of the installation

  • Information about any modifications

Please do not disassemble, modify or attempt to repair an electrical component before contacting us where possible.

This does not affect your statutory rights.

10. Electric Scooters

Electric scooters are higher-value products and require additional care when being inspected, assembled, tested or returned.

Change-of-Mind Scooter Returns

If you purchase a scooter online as a consumer, you generally have the statutory right to cancel within 14 days of receiving the scooter, subject to the applicable cancellation rules.

If you are considering returning a scooter because you have changed your mind, please contact us before riding it.

You may inspect and reasonably test the scooter to establish its nature, characteristics and functioning.

However, riding the scooter beyond what is reasonably necessary to inspect it may reduce its value.

Where permitted by law, we may consider factors including:

  • Mileage

  • Tyre wear

  • Brake wear

  • Scratches or cosmetic damage

  • Damage to the frame or deck

  • Signs of road use

  • Missing accessories

  • Damage to components

  • Modification

  • Attempted repair

  • Damage to packaging

Riding a scooter does not automatically remove statutory rights.

Any assessment of diminished value will be made in accordance with applicable consumer law.

Assembly

Some scooters require limited assembly before they can be inspected or used.

Customers may carry out reasonable assembly necessary to establish the scooter's nature, characteristics and functioning.

If you encounter an issue during assembly, please stop and contact us.

Please do not drill, cut, rewire, modify or otherwise alter the scooter.

Faulty Scooters

If you believe your scooter is faulty, please contact us as soon as possible.

We may ask for:

  • Your order number

  • Photographs

  • Video demonstrating the fault

  • Error codes

  • Details of when the fault occurred

  • Information about how the scooter has been used

  • Details of any modifications or repairs

Where appropriate, we may need to arrange an inspection or return of the scooter.

If the scooter does not meet your statutory rights, we will provide the appropriate remedy in accordance with applicable consumer law.

11. Scooter Accessories

If a scooter is returned, please include all accessories and components supplied with it where possible, including:

  • Charger

  • Keys

  • Tools

  • Manuals

  • Spare parts

  • Accessories

  • Other components supplied with the scooter

For change-of-mind returns, missing components or damage caused by unnecessary handling may affect the value of the refund where permitted by law.

This does not affect statutory rights where the scooter is faulty, incorrectly supplied or not as described.

12. Delivery Damage

If your order arrives with visible damage to the packaging or product, please contact us as soon as possible.

Where practical, please take photographs of:

  • The outer packaging

  • Any visible damage

  • The product

  • Shipping labels

Please retain the packaging until we have advised you that it is no longer required.

We may use this information when investigating the matter with the courier.

Your statutory rights are not affected by any courier investigation.

13. Lost or Delayed Deliveries

If your order has been dispatched but has not arrived within the expected timeframe, please contact us.

We will investigate the delivery with the relevant courier where appropriate.

We will work with you to provide an appropriate resolution.

You should not be required to resolve the matter directly with the courier as a substitute for dealing with E-Scooter Hut as the retailer.

14. Delivered but Not Received

If tracking shows that your order has been delivered but you cannot locate it, please contact us.

We may ask you to check:

  • Your delivery address

  • Safe places

  • Neighbours

  • Other people at the property

  • Business reception areas

  • Parcel storage areas

We may also provide or investigate the courier's proof of delivery.

Where necessary, we may raise an investigation with the courier.

We will assess the circumstances and work towards an appropriate resolution.

15. Returns Process

Please contact us before sending a return whenever possible.

We will provide the appropriate return instructions based on the reason for the return.

Please do not send products directly to a supplier or manufacturer unless we have specifically instructed you to do so.

Depending on the reason for the return, we may ask for photographs or video before authorising the return.

This allows us to identify the issue and, where possible, resolve it without requiring an unnecessary return.

16. Return Inspection

When a returned product arrives, we may inspect it to establish:

  • Whether it is the item originally supplied

  • Its condition

  • Whether it has been fitted or used

  • Whether it has been modified

  • Whether accessories are missing

  • Whether the reported fault can be identified

  • Whether damage has occurred after delivery

Any inspection will be carried out fairly and in accordance with applicable consumer law.

For change-of-mind returns, where permitted by law, we may make a deduction where the value of the goods has been reduced by handling beyond what was necessary to establish their nature, characteristics and functioning.

17. Return Postage

For a change-of-mind return, the customer is generally responsible for the reasonable cost of returning the goods.

Where an item is faulty, incorrectly supplied, damaged on arrival or otherwise does not meet the customer's statutory rights, we will deal with reasonable return costs in accordance with those rights.

We will not require a customer to pay return costs where doing so would unlawfully restrict their statutory rights.

18. Refunds

Where a refund is due, we will normally issue it using the same payment method used for the original purchase, unless another method has been agreed.

For statutory online cancellation returns, refunds will generally be made without undue delay and in accordance with the applicable statutory timescales.

Where a statutory cancellation right applies, we will refund the cost of the least expensive standard delivery option offered by us.

An additional amount paid for a premium or upgraded delivery service will not normally need to be refunded beyond the cost of the basic standard delivery option, where permitted by law.

Refunds may take additional time to appear in your account depending on your bank or payment provider.

19. Cancelling Before Dispatch

If you contact us to cancel an order before it has been dispatched, we will make reasonable efforts to cancel it before fulfilment.

If the order has already been processed or dispatched, we may need to deal with the cancellation through the returns process.

Where a statutory cancellation right applies, dispatch does not remove that right.

20. Modified or Damaged Products

We cannot accept responsibility for damage caused after delivery by:

  • Incorrect installation

  • Incorrect assembly

  • Unauthorised modification

  • Physical damage

  • Attempted repair

  • Incorrect use

  • Failure to follow supplied instructions

However, if you believe the product was defective before the damage occurred or otherwise failed to meet your statutory rights, please contact us so that we can investigate.

21. Original Packaging

We recommend keeping the original packaging for as long as reasonably possible, particularly for electric scooters and larger products.

Original packaging can help protect goods during a return.

However, the absence of original packaging does not automatically remove a consumer's statutory rights.

22. Statutory Consumer Rights

This policy does not replace your statutory rights.

When you purchase goods from E-Scooter Hut as a consumer, your rights are protected by applicable UK consumer law.

Depending on the circumstances, goods should be:

  • Of satisfactory quality

  • Fit for purpose

  • As described

Where goods do not meet these requirements, you may have legal rights to a repair, replacement, price reduction or refund depending on the circumstances and the applicable statutory remedy.

We will not use this policy to exclude or restrict rights that cannot legally be excluded or restricted.

If there is any conflict between this policy and your statutory rights, your statutory rights will apply.

23. How to Contact Us

If you need to request a return, report a fault or discuss a refund, please contact:

E-Scooter Hut
Email: support@escooterhut.co.uk

Please include your order number and, where relevant, photographs or video showing the issue.

We will always aim to investigate issues fairly and provide an appropriate resolution as quickly as reasonably possible.