Returns, Withdrawal and Refund Policy

This policy distinguishes between:

1. a change-of-mind withdrawal within the statutory cooling-off period;
2. defective, unsafe, damaged, misdescribed or incorrect goods; and
3. voluntary returns, if Scootory offers them beyond statutory rights.

Statutory rights always prevail.

An eligible EU/EEA consumer may withdraw without giving a reason within 14 days after receiving the goods. Notify us before the deadline using support@scootory.shop, the online withdrawal function, or the model form. Return the goods within 14 days after notification to the return address we confirm to you in writing.

For change-of-mind withdrawal, the consumer bears the direct cost of return where this was clearly disclosed before purchase. Scootory bears return costs for defective, damaged, unsafe, incorrect or misdescribed goods.

You may inspect and handle goods only as necessary to establish their nature, characteristics and functioning, as you could reasonably do in a physical shop. You may be responsible for diminished value caused by handling beyond that level. Opening ordinary packaging does not automatically remove the withdrawal right. Installation, wiring, mounting, programming, riding or energising a part may exceed necessary inspection depending on the product and circumstances, but any deduction must reflect actual diminished value and comply with law.

The statutory withdrawal right does not apply only where a legally recognised exception applies, including goods made to the consumer’s specifications or clearly personalised. Scootory will identify any claimed exception clearly before purchase. A standard replacement part, ordinary sale item, opened parcel, or sale-priced product is not excluded merely for that reason.

After a valid withdrawal, we will reimburse all payments received for the withdrawn goods, including the cost of the least expensive standard outbound delivery offered for those goods. We will refund within 14 days after being informed of the withdrawal, but may withhold reimbursement until we receive the goods or the customer supplies evidence of return, whichever occurs first. Refunds are made to the original payment method unless expressly agreed otherwise and without a refund fee.

Extra cost resulting from a customer’s choice of express or premium delivery over the least expensive standard option need not be reimbursed where law permits.

Contact support@scootory.shop with the order number, SKU, scooter model and revision, description of the issue, and photographs or video where reasonably necessary and safe. Do not energise or ride with a suspected unsafe electrical, battery, motor, structural or braking part.

Where the claim is valid, Scootory will provide the remedy required by applicable law without charge, including necessary shipping, labour and materials. Depending on the circumstances and law, the remedy may be repair, replacement, price reduction, or termination and refund. Any request to troubleshoot must be reasonable, safe and must not delay a statutory remedy.

If the supplied product matches the description but the customer selected an incompatible part, the change-of-mind rules apply where available. If Scootory confirmed compatibility incorrectly, supplied the wrong part, or omitted legally required compatibility information, the item will be treated as non-conforming and Scootory will bear the necessary return cost.

Request return instructions before dispatching a return. This helps us identify the parcel and provide the correct destination. A return authorisation is an administrative aid and does not invalidate a timely statutory withdrawal. Use only the return address confirmed by Scootory in writing.

If a lithium battery or other item is damaged, swollen, leaking, overheating or recalled, do not ship it through ordinary post. Contact us for safety instructions and an appropriate lawful remedy. Never puncture, compress or dispose of a lithium battery in household waste.