Terms of service

Last updated: September 2026

These Terms & Conditions apply to purchases made through the E-Scooter Hut website and govern the relationship between E-Scooter Hut and our customers.

By placing an order with us, you agree to these Terms & Conditions. Nothing in these Terms & Conditions affects your statutory rights as a consumer.

1. About E-Scooter Hut

E-Scooter Hut is a UK-based online retailer specialising in electric scooters, replacement scooter parts and accessories.

Throughout these Terms & Conditions, “E-Scooter Hut”, “we”, “us” or “our” refers to E-Scooter Hut, and “you” or “customer” refers to the person placing an order with us.

Our customer support contact is:

Email: support@escooterhut.co.uk

Our website is:

https://escooterhut.co.uk

2. Using Our Website

You may use our website for lawful purposes only.

You must not:

  • use the website for fraudulent or unlawful activity;

  • attempt to gain unauthorised access to our systems;

  • interfere with the operation or security of the website;

  • copy, reproduce or commercially exploit our website content without permission;

  • knowingly provide false information when placing an order; or

  • use our website in a way that could damage our business, systems or other customers.

We reserve the right to restrict or suspend access to the website where reasonably necessary to protect our business, website or customers.

3. Product Information

We make reasonable efforts to ensure that product descriptions, photographs, specifications, compatibility information and other information displayed on our website are accurate and up to date.

However, manufacturers and suppliers may change specifications, packaging, colours, designs or product generations from time to time.

Where appropriate, product images may be provided for illustration and the actual product may have minor differences in appearance.

Any such difference will not affect your statutory rights.

Where a product is described as compatible with a particular scooter model, this refers to the information and specifications available to us at the time the product is listed.

Customers should check the exact model, generation, dimensions and specifications of their scooter before purchasing replacement parts.

If you are unsure whether a part is suitable, we strongly recommend contacting us before placing an order or before installing the part.

4. Product Compatibility

Electric scooters and their components can vary between model generations and production batches.

Compatibility information provided on our website is intended to help customers identify suitable products, but customers remain responsible for ensuring that the information provided at checkout is correct where a product requires a specific model, specification or measurement.

If you are unsure about compatibility, please contact us before fitting or modifying the product.

We may ask for photographs, measurements, model information or photographs of the original part to help determine compatibility.

A correctly supplied product that does not fit because the customer's scooter is a different version, specification or generation is not automatically considered faulty or incorrectly supplied.

Your statutory rights remain unaffected where a product is faulty, not as described or otherwise does not meet the requirements of consumer law.

5. Product Availability

All products are subject to availability.

Some products may be held in our UK stock, while others may be supplied from another warehouse, supplier or fulfilment location depending on availability.

Where a product is shown as available to order, this does not necessarily mean that the product is physically located in our UK warehouse and ready for immediate dispatch.

Where a product has a stated availability or estimated dispatch timeframe, this will be communicated on the relevant product page where applicable.

Estimated availability dates are estimates and may change due to supplier, warehouse, courier or other circumstances outside our reasonable control.

If a product becomes unavailable after an order has been placed, we will contact you and, where appropriate, offer available options such as waiting for stock, an alternative product or cancellation and refund.

6. Prices

All prices displayed on our website are shown in pounds sterling (£) unless otherwise stated.

We take reasonable care to ensure that prices are accurate.

If we discover an obvious pricing error before your order has been dispatched, we may contact you to explain the error and give you the option to proceed at the correct price or cancel the order.

We will not deliberately use an incorrect price to mislead customers.

Delivery charges and optional delivery services will be displayed during the ordering process.

We aim to ensure that all mandatory charges are clearly communicated before you complete your purchase.

7. Placing an Order

When you place an order through our website, you are making an offer to purchase the products selected.

After placing an order, you should receive an order confirmation acknowledging that we have received your order.

An order confirmation does not necessarily mean that the order has been accepted for dispatch.

We may need to review an order before accepting it, particularly where there is:

  • a pricing or product information error;

  • a stock or availability issue;

  • an address problem;

  • a suspected fraudulent transaction;

  • an obvious ordering error; or

  • another genuine reason why the order cannot reasonably be fulfilled.

If we cannot fulfil an order, we will contact you and provide an appropriate resolution, including a refund where required.

8. Order Information

You are responsible for ensuring that the information provided when placing an order is accurate.

This includes:

  • your name;

  • delivery address;

  • postcode;

  • email address;

  • telephone number; and

  • any other information required to fulfil the order.

Please check your order confirmation as soon as possible after placing an order.

If you notice an incorrect address or other important information, contact us immediately.

We will make reasonable efforts to correct information before dispatch where possible, but we cannot guarantee that changes can be made after an order has entered fulfilment or has been dispatched.

9. Payment

Payment must be successfully authorised before an order can normally be processed.

We accept the payment methods displayed at checkout.

We do not have access to your full payment card details where payment is processed through our payment provider.

If a payment is reversed, declined or otherwise fails after an order has been placed, we may be unable to fulfil the order until valid payment has been received.

10. Dispatch and Processing

Our processing and dispatch timeframes are estimates unless expressly stated otherwise.

Where Priority Dispatch, Priority Processing or a similar service is offered, this means that the order receives priority within our processing/dispatch system.

Priority processing does not automatically mean next-day delivery.

Unless expressly stated otherwise, courier delivery times begin once the parcel has been handed to the relevant courier and entered into their network.

Courier delays, missed scans, depot delays, adverse weather, high parcel volumes and other courier-related issues can affect delivery times.

11. Delivery

We use a range of delivery providers depending on the product, destination, size, weight and fulfilment location.

These may include Royal Mail, DPD, FedEx, Evri, InPost, Yodel and other delivery providers.

Estimated delivery dates are not guaranteed unless we have expressly agreed a guaranteed delivery service with you.

Tracking information may not appear immediately after dispatch.

A courier may also provide an estimated delivery date before the parcel has received its first physical scan or before the courier has confirmed the delivery route.

Where tracking information is delayed or appears incorrect, we will provide reasonable assistance in investigating the shipment.

12. Delivery Delays

We understand that customers may need products by a particular date.

However, unless a specific delivery date has been expressly agreed and guaranteed, an estimated delivery date does not constitute a guarantee.

If a parcel is delayed, we will work with the relevant courier or fulfilment provider to investigate the issue and provide an appropriate resolution in accordance with applicable law.

Nothing in these Terms & Conditions limits your statutory rights relating to delivery.

13. Failed Delivery Attempts

Customers are responsible for providing a delivery address where the courier can reasonably attempt delivery.

If delivery cannot be completed because of circumstances attributable to the customer, such as:

  • an incorrect address;

  • incomplete address information;

  • refusal of delivery;

  • failure to respond to delivery arrangements;

  • repeated missed delivery attempts; or

  • failure to collect a parcel where collection was required,

additional delivery or return costs may arise.

We will deal with these situations reasonably and in accordance with your legal rights.

We will not automatically charge additional fees where doing so would be unlawful or unfair.

14. Delivery to Businesses

If an order is placed using a business address, customers should ensure that someone is available to receive deliveries during the normal opening or reception hours provided to the courier.

Where a courier attempts delivery outside the stated opening hours, we may assist in contacting the courier to arrange another attempt.

15. Lost, Missing or Delivered-but-Not-Received Parcels

If your tracking states that a parcel has been delivered but you cannot locate it, please contact us as soon as possible.

We may ask you to check:

  • the delivery address;

  • safe places;

  • neighbours;

  • reception areas;

  • other members of the household or business;

  • parcel storage areas; and

  • any delivery photograph or proof of delivery.

We may raise an investigation with the courier where appropriate.

Customers are not required to resolve a delivery dispute with the courier instead of contacting E-Scooter Hut.

We will work with you to investigate the issue and determine an appropriate resolution.

16. International Orders

Where we accept orders for delivery outside the UK, the customer is responsible for complying with any applicable import, customs, tax or local legal requirements unless we expressly state otherwise.

Additional delivery times may apply.

International orders may be subject to customs processing or delays outside our control.

Any duties, taxes or import charges that are legally payable by the customer will be identified where applicable during the ordering process or otherwise communicated where required.

17. Electric Scooters

Electric scooters are products that require appropriate assembly, maintenance and responsible use.

Customers must read and follow the manufacturer's instructions and safety guidance before using a scooter.

Depending on the model, some assembly may be required before use.

Customers should check:

  • brakes;

  • tyres;

  • wheels;

  • steering;

  • folding mechanisms;

  • fasteners;

  • controls;

  • lights;

  • electrical connections; and

  • other relevant components

before riding.

If a scooter appears damaged, defective or unsafe on delivery, do not ride it. Contact us as soon as possible.

18. Scooter Use and Legal Compliance

Customers are responsible for using electric scooters lawfully and safely.

Different countries and areas may have different laws relating to electric scooters, including requirements concerning where they may be ridden, registration, insurance, licensing, road use, equipment and rider age.

Customers are responsible for determining and complying with the laws applicable to them.

E-Scooter Hut does not represent that an electric scooter is legal to use on public roads or other public areas merely because it is sold on our website.

19. Installation of Replacement Parts

Many products sold by E-Scooter Hut are replacement parts designed to be installed onto personal electric vehicles (PEVs).

Customers should only install parts where they are confident that they are suitable and safe to install.

If you are unsure about compatibility or installation, contact us before proceeding.

We may provide general guidance, but unless expressly agreed otherwise, installation is the customer's responsibility.

Customers should not force, cut, drill, modify, rewire or otherwise alter a part to make it fit.

20. Installation Damage

Where a product has been damaged after delivery through incorrect installation, excessive force, modification, attempted repair or other customer action, the damage may not be treated as a manufacturing fault.

We may request photographs or video showing:

  • the product;

  • the scooter;

  • the installation;

  • the original component; and

  • the damage or issue.

This allows us to determine what has happened and identify the appropriate resolution.

This section does not limit statutory rights where the underlying issue is a fault for which we are legally responsible.

21. Electrical and Electronic Components

Electrical components such as controllers, displays, throttles, switches, wiring and other electronic parts should only be installed by a person who is suitably competent to do so.

Incorrect installation can cause damage to the component or scooter and may create a safety risk.

If you are unsure about a component's compatibility, wiring or installation, contact us before connecting it.

We may ask for photographs, videos, error codes, scooter model information and installation details when investigating an electrical fault.

Where possible, customers should not disassemble, modify or attempt repairs to an electrical component before contacting us.

22. Batteries and Dangerous Goods

Where products contain batteries or other items subject to transport restrictions, delivery methods may be limited.

We may need to use a specific courier or delivery service depending on the product.

We reserve the right to contact you if a selected delivery method cannot legally or safely be used for a particular product.

Any restriction will be handled in accordance with applicable consumer law.

23. Returns and Refunds

Our Returns, Refunds & Faults Policy forms part of these Terms & Conditions.

It explains our procedures for:

  • change-of-mind returns;

  • faulty products;

  • incorrect products;

  • compatibility issues;

  • fitted or used parts;

  • tyres and inner tubes;

  • electric scooters;

  • damaged products;

  • return postage; and

  • refunds.

Nothing in our Returns, Refunds & Faults Policy or these Terms & Conditions removes or restricts statutory consumer rights.

24. Cancellation Before Dispatch

If you wish to cancel an order before it has been dispatched, contact us as soon as possible.

We will make reasonable efforts to cancel the order where fulfilment has not already progressed too far.

If the order has already been processed, packed or dispatched, cancellation may instead need to be handled through the applicable returns process.

Where statutory cancellation rights apply, those rights remain unaffected.

25. Faulty Products

If you believe a product is faulty, please contact us as soon as reasonably possible.

We may request photographs, videos, order details, installation information or other information to help identify the issue.

Depending on the circumstances, we may arrange a repair, replacement, refund, price reduction or another appropriate remedy.

Consumer statutory rights apply regardless of any manufacturer warranty.

26. Manufacturer Warranties

Some products may include a manufacturer's warranty in addition to your statutory rights.

Where a manufacturer's warranty applies, its terms may specify matters such as:

  • warranty duration;

  • exclusions;

  • registration requirements;

  • maintenance requirements;

  • authorised repair procedures; and

  • return or shipping arrangements.

A manufacturer's warranty does not replace or remove your statutory rights against E-Scooter Hut.

27. Third-Party Manufacturers and Suppliers

We may source products from manufacturers, suppliers and fulfilment partners.

This does not remove our responsibilities to customers under applicable consumer law.

Where appropriate, we may liaise with a manufacturer or supplier when investigating a fault or obtaining technical information.

Customers should not normally return products directly to a manufacturer or supplier unless we specifically instruct them to do so.

28. Supplier and Fulfilment Locations

Some orders may be fulfilled from different locations depending on stock availability.

This may result in:

  • different dispatch locations;

  • different courier services;

  • separate tracking numbers;

  • separate parcels; or

  • different delivery times for products within the same order.

Where an order is split into multiple shipments, we will provide relevant tracking information where available.

29. Orders Containing Multiple Products

Where an order contains several products, we may fulfil the products together or separately depending on availability and fulfilment arrangements.

A delay affecting one product does not necessarily mean that all products in the order are delayed.

Where appropriate, we may contact you if an order needs to be split or handled differently.

30. Promotions and Discount Codes

Promotional codes and discounts may be subject to specific conditions displayed at the time they are offered.

Unless otherwise stated:

  • discount codes cannot be exchanged for cash;

  • only one promotional code may be used per order;

  • codes may have expiry dates;

  • codes may be limited to particular products or categories; and

  • discounts may not apply to delivery charges.

We reserve the right to correct obvious promotional errors.

We will not use this provision to unfairly withdraw a valid promotion after a customer has entered into a contract.

31. Gift Cards and Promotional Credit

If we offer gift cards, store credit or promotional credit, additional terms may apply.

Any expiry period or restrictions will be clearly communicated at the time the credit is issued.

Statutory rights relating to purchases remain unaffected.

32. Reviews and Customer Feedback

We value genuine customer feedback.

Customers may be invited to leave reviews on platforms such as Trustpilot or other review services.

We do not require customers to provide a positive review as a condition of receiving customer support, a refund, warranty assistance or another statutory remedy.

Any review submitted should reflect the customer's genuine experience.

33. Website Content and Intellectual Property

Unless otherwise stated, the content on the E-Scooter Hut website, including:

  • text;

  • logos;

  • graphics;

  • photographs;

  • product descriptions;

  • page designs;

  • blog content;

  • guides; and

  • other original materials

belongs to E-Scooter Hut or is used with appropriate permission.

You must not reproduce, copy, modify or commercially exploit our content without our written permission, except where permitted by law.

34. Third-Party Links

Our website may contain links to third-party websites, manufacturers, couriers, tracking services or other external services.

We are not responsible for the content, availability, security or privacy practices of third-party websites.

Third-party websites may have their own terms and privacy policies.

35. Website Availability

We aim to keep our website available and accurate, but we cannot guarantee that it will always be available, uninterrupted or free from technical errors.

Temporary interruptions may occur because of maintenance, hosting issues, software updates, security incidents or circumstances outside our reasonable control.

36. Errors and Corrections

We may correct errors or omissions on the website, including errors relating to:

  • product descriptions;

  • prices;

  • specifications;

  • availability;

  • delivery estimates; or

  • promotional information.

Where an error materially affects an order that has already been placed, we will deal with the situation fairly and in accordance with applicable law.

37. Events Outside Our Reasonable Control

We are not responsible for delays or failures caused by circumstances outside our reasonable control, such as:

  • severe weather;

  • natural disasters;

  • strikes;

  • courier disruption;

  • supplier delays;

  • warehouse disruption;

  • transport disruption;

  • customs delays;

  • major technical failures;

  • changes in law or regulation;

  • government action; or

  • other events that could not reasonably have been prevented.

This provision does not remove any statutory consumer rights that apply to your order.

38. Limitation of Liability

Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.

In particular, we do not exclude or limit liability for matters which cannot legally be excluded or limited, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or statutory responsibility for faulty or misdescribed goods.

Subject to the above, we are not responsible for losses that are not reasonably foreseeable or that arise outside the normal scope of the contract.

Nothing in this section affects your statutory consumer rights.

39. Product Safety and Customer Responsibility

Customers should use products only for their intended purpose and in accordance with the manufacturer's instructions.

Customers should not use a product if they believe it is damaged, defective or unsafe.

Where a product requires professional installation or specialist knowledge, we recommend using a suitably qualified or competent person.

This is particularly important for electrical, braking, steering, tyre, suspension and other safety-critical components.

40. No Unauthorised Modification

Customers should not modify, alter, rewire, drill, cut or otherwise change products unless the manufacturer specifically permits the modification.

Unauthorised modifications may affect safety, compatibility, performance and any applicable warranty.

Where a product has been modified after delivery, this may affect our ability to determine whether a subsequent issue is a product fault.

Statutory rights remain unaffected.

41. Business Customers

These Terms & Conditions primarily apply to consumer purchases.

If you purchase products wholly or mainly for business purposes, different legal rights may apply.

Where a customer is purchasing as a business, they should contact us if they require business-specific terms before placing an order.

Nothing in these Terms & Conditions is intended to create or remove rights that cannot legally be excluded.

42. Privacy

Our Privacy Policy explains how we collect, use and protect personal information.

By placing an order, you acknowledge that your personal information will be processed as necessary to administer your order, provide customer support, process payment, arrange delivery and comply with legal obligations.

Our Privacy Policy should be read separately from these Terms & Conditions.

43. Changes to These Terms

We may update these Terms & Conditions from time to time.

The version applicable to an order will generally be the version in force when the contract was entered into, unless a change is required by law or otherwise agreed with you.

The latest version will be made available on our website.

44. Governing Law

These Terms & Conditions are governed by the laws applicable in the United Kingdom.

If you are a consumer, you will also benefit from any mandatory consumer protections available to you under the laws of the part of the UK in which you live.

Nothing in these Terms & Conditions prevents you from relying on mandatory rights or bringing a claim in a court where you are legally entitled to do so.

45. Statutory Consumer Rights

Nothing in these Terms & Conditions affects your statutory rights.

Depending on the circumstances, consumer law provides rights relating to matters including:

  • goods being of satisfactory quality;

  • goods being fit for purpose;

  • goods being as described;

  • faulty goods;

  • cancellation of online purchases;

  • delivery; and

  • appropriate remedies where goods do not meet legal requirements.

Where there is a conflict between these Terms & Conditions and a mandatory statutory consumer right, the statutory right will take precedence.

46. Contact Us

If you have a question about an order, product, delivery, return, fault or these Terms & Conditions, please contact us:

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

When contacting us about an order, please include your order number wherever possible so that we can investigate the matter efficiently.

We aim to deal with customer enquiries fairly, reasonably and as promptly as possible.