Repairs, Returns and Warranties

Returns policy

If you have received a faulty product, please let us know straight away by emailing us at service@moovelectric.co.uk. Please attach any photos of the fault on the email. Please ensure you do not ride the scooter as once you have ridden the scooter if broken, we are unable to replace the item.

If you decide to change your mind after ordering your scooter, you have a maximum of 14 days from the moment you receive the goods to inform us. It is very important that the product must be unused. If we can see evidence of the scooter having been used, we will not be able to process a return. You will be responsible for the return of the electric scooter back to our UK warehouse. If there is evidence of the scooter having been used, you may be charged a restocking fee.

If your electric scooter develops a manufacturing fault through normal use (as outlined in the manufacturer’s manual) within 30-days of receiving the product, then please email us at service@moovelectric.co.uk, quoting your order number, attaching a photo of the electric scooter and the fault details. We will arrange for it to be returned to us for repairs before returning the electric scooter to you.

If your scooter is one of the following brands, please use the webforms below for the quickest response: 

Argento: https://www.argentobike.it/en/support  

Aprilia: https://www.apriliasmartmovement.it/en/support/ 

Ducati: https://www.ducatiurbanemobility.com/assistance/

VR46: https://www.vr46e-mobility.com/support/ 

Lamborghini: https://www.alemobility.com/en/support

Jeep: https://www.jeepurbanemobility.com/en/support/  

 

Warranty 

All of our scooters and bikes come with a minimum of 12-month warranty. This warranty starts from the date of purchase. Unlike other sellers, your scooter does not need to be sent back to China for repair and we will perform all repairs in the UK. We hold most of the spare parts in the UK and hold stock here in the UK. If we are required to order anything from outside of the UK, we will make you aware.

Please see the specific warranty of each brand below:

12 months- Ducati, Lamborghini, VR46, Aprilia, Nanrobot, Alfa Romeo, Jeep, Argento

2 years- 8TEV, AER Electric, Swifty

Please note that punctures are not covered by warranty. If we receive a scooter back for repair or return with a puncture there is a £25 installation charge, plus the cost of the tyre for that particular scooter.

Warranties are commonly voided if they are misused or used outside of the directions of the manual and/or the warranty. Reasons for this can include riding an e-scooter on unsuitable terrain, in the rain, or modifying it or carrying out non-approved repairs. Please check the instructions of your specific product as the details can change between brands and products.

Our after-sale assistance does not include faults that have been caused by:  

  • lack of maintenance and/or use of the products that is not in compliance with the provided instructions booklet
  • collisions, accidental falls, crashes or punctures of the products
  • use, exposure or storage of the products in an inappropriate environment (rain, mud, exposure to moisture or excessive heat, contact with sand or other substances)
  • lack of adjustment of the mechanical parts of the products and failure to regulate for “putting on the road”
  • lack of maintenance or improper use of the battery of the products
  • natural wear of wearable materials or caused by assembly mistakes of the parts
  • improper use of the products
  • maintenance, repairs and/or technical interventions carried out by unauthorized third parties
  • use of non-original spare parts of the products

If the scooter comes back to us, and there are no faults found or warranty void. The customer will be liable for the costs of shipping the scooter both ways.  

How do I make a warranty claim?

Email us at service@moovelectric.co.uk. Please include as much information as possible and include photos of any problems, attached to the email Alternatively you can call us on 01228 587807. 

If your scooter is one of the following brands (Ducati, Jeep, Lamborghini, Aprilia, Argento, VR46) please use the weblinks above or the contact details below 

E-mail: UrbanE-mobility_UK@Sertec360.com 

Direct Hotline (local rates, no added value): +44 (0)20 452 44011

We will then send you instructions of the next steps to follow so we can organise the shipping of the item to our warehouse in the UK.

You can view the Customer Warranty and Safety Guide flyer here for Nanrobot, 8TEV, AER and Swifty. 

You can view the Customer Warranty and Safety Guide flyer here for Ducati, Lamborghini, Aprilia, Jeep, Argento and VR46.