1. Cancellation, Returns & Refunds

We feel it is important that our customers have the opportunity to inspect their purchases in the same way as visiting a shop. We understand if you later want to change your mind after buying from us.

Provided the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the ‘Consumer Contracts Regulations’) apply to the transaction concerned, then the following terms apply to the contract:

          1.1 If you wish to cancel your order, you can contact us via email at returns@xploreelectric.co.ukor phone on 0203 105 6878 and quoting your order reference number.

          1.2 If you have ordered Products and received them, you may cancel your order at any time within 30 days of the date you received them. You must tell us that you wish to cancel. You must also send the Products back to us within that same 30-day period in original packaging and undamaged.

          1.3 We will return your money provided that:

                    1.3.1 we receive the Products in a condition in which we can re-sell them at full price in a new condition and with labels; and

                    1.3.2 you comply with our procedure for returns and refunds.

          1.4 We recommend that you keep the original box in which the products were delivered and all Product packaging for at least 90 days. If you no longer have the box in which the Product was delivered, depending on your location we may offer a chargeable collection service. If you do not want to get your product collected by ourselves and you would like to arrange delivery back to us, then we will request a video of the product you are going to return to be sent via whatsapp to see the condition of the product. Once we have received your video, from this point onwards, we will not accept any liability for your return getting damaged in transit and if so, will therefore not accept return and refunds. On receiving your return, we will send you photos and videos of the additional damaged which has occurred during transit.

          1.5 You are responsible for the cost of returning the Products. We have no obligation to refund to you your cost of packing and returning them.

          1.6 In any of the above scenarios, we will refund your money within 14 days.

          1.7 If a Product is returned to us in a used or damaged state (as a result of your use), then we not return the Product to you unless you pay delivery charges.

          1.8 We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the Product as a result of your handling or using it in a way that has caused wear and tear, for example, if it is obvious that you have ridden a scooter outside, or have marked, scratched or dented it.

          1.9 The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer free delivery of a Product as standard but you choose to have the Product delivered faster at a higher cost, then we shall not refund you for delivery because as standard, it was provided at no cost to you.

2. Returning Damaged Spare Parts

          1.1 If you have received your order which has arrived at your address damaged, you are obliged to return the item for a refund or exchange. You must make us aware within the 30 days of receiving your item that your item has arrived faulty. Please contact returns@xploreelectric.co.uk to open a “faulty item” case with our returns team. If we are not made aware within the 30 days of receiving your order, then we will not accept any returns, refunds or exchanges.

          1.2 If your parts are under warranty (If stated in description of product purchase), please contact us on warranties@xploreelectric.co.uk so we can get this looked into. We will require you to give us your order number, name, postcode and email address used to purchase your order. We also kindly ask to send images and even videos of the faulty item so we can get a case open for you to get replacement parts. Once your case has been confirmed, we will request to send the faulty parts back to us. Once received we will arrange delivery of your new parts sent to the same address with tracking information included.

          1.3 Any accidental damaged will VOID the warranty. If we are not made aware that your order has been damaged due to human negligence, receiving upon your return, we will send the faulty part back to you.