Refund policy

Correct as of 15/10/2024

Returns
Any new and unused product purchased from South Coast Electric Scooters may be returned for up to 30 days after the original purchase date.

Products being returned must meet the following conditions:

The products have not been used and arrive intact.
The return request is sent to us within 7 days of receipt via southcoastelectricscooters@gmail.com.
The products are in their original packaging and are delivered to us with a return shipping label (provided by South Coast Electric Scooters after confirming the return request).

Please be aware that products returned to South Coast Electric Scooters without the provided return shipping label will be rejected at the customer’s cost. Products being returned for non-defective reasons will be charge

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at southcoastelectricscooters@gmail.com. Please note that returns will need to be sent to the following address: 100 Shirley High Street, Southampton, SO16 4FB

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at southcoastelectricscooters@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at southcoastelectricscooters@gmail.com.

15% restocking fee and the resulting shipping cost, duties, or tariffs will be at the customer’s cost.

For confirmed return requests, South Coast Electric Scooters will issue a refund as soon as the returned products are received. Please note that depending on your bank's processing time that it could take additional business days for this to be reflected in your account.

How do I return my order?
South Coast Electric Scooters 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 at southcoastelectricscooters@gmail.com and send us the following information BEFORE returning it to us.

Returned & Exchange Products
For any item returns, you can request a return label. Please notify us in advance for any of the following returned reasons, so we can anticipate that return or exchange.

a) Defective Item:
If you feel you have received a faulty or defective product, we want to quickly correct the problem, please contact us at southcoastelectricscooters@gmail.com before returning the item. We will, upon request, replace the item or issue the refund.

b) Received the Wrong Item:
We follow careful order picking procedures to ensure every item in your order is correct, but occasionally we do make mistakes. You can choose to keep the wrong item with a partial refund or request the correct item. To request the correct item, we may offer you a free-of-charge return shipping label. After receiving your returned item, please send us an email to southcoastelectricscooters@gmail.com indicating your order details. We will, upon request, send you the correct item or issue the refund.

c) Item Damaged During Transit:
In the unlikely event your item arrives at you in less than perfect condition, please contact us with southcoastelectricscooters@gmail.com. We will work with the shipping company and expedite your new replacement order. Alternatively, a full refund or exchange can be requested after we’ve submitted a damage claim with the shipping company and receive confirmation. We must require images and/or videos of the defective product.

d) Missing or Lost Item:
If you suspect your package is missing or lost, please email our customer service team at southcoastelectricscooters@gmail.com with the order number as well as the tracking number so that we can initiate a lost package claim. This claim will help in the recovery of your missing or lost package. The process will take 7 days until a formal confirmation can be received from the shipping company.

Accessories Non-Returnable/Non-Refundable

Please note that all accessories are non-returnable and non-refundable. We do not accept returns or provide refunds for any accessory items once they have been purchased. This policy is in place to ensure the quality and integrity of our products.

Warranty Exemptions and Notes
Natural product degradation through wear and tear, along with breakage/damage during use, is solely the customer's responsibility and is not covered by our warranties.
If you have damaged/misused the item(s), the product's warranty is immediately rendered void. No compensation is available in such cases. However, you are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.
If you chose the wrong item, South Coast Electric Scooters will offer an exchange or refund for you, but please note that shipping costs to return the items are at your expense.

Please carefully follow our warranty process to minimise any delays:

Describe the problem with your item in detail: What happened? When? How? Please also state your full order number.
Tell us what steps you have already taken to resolve the issue.
Provide the item code indicated on the outer packaging.
Send a clear photo or video showing the defect(s); these should be taken under good lighting.

Our UK address:

100 Shirley High Street, Southampton, SO16 4FB

Customer service: southcoastelectricscooters@gmail.com