Warranty and Complaints

Consumer purchases are protected by the mandatory statutory conformity guarantee applicable in the delivery country, including a minimum two-year protection under EU rules for new goods. This statutory protection is free and is separate from any optional commercial warranty. If goods are defective, unsafe, damaged on arrival, incorrectly supplied, or do not match the contract, contact support@scootory.shop promptly with the order number and evidence reasonably necessary to assess the claim.

Available remedies are determined by mandatory law and may include repair or replacement free of charge, an appropriate price reduction, or termination and refund. Scootory bears the necessary return cost for goods validly rejected as defective or non-conforming. We do not require a consumer to pursue another business instead of Scootory.

Normal wear, accidental damage, misuse, unauthorised modification, incorrect installation, use outside published specifications, or damage caused by an incompatible scooter revision is not a product defect unless the problem resulted from inadequate instructions, inaccurate compatibility information or another matter for which Scootory is legally responsible.

We may contact customers about safety warnings, firmware issues, corrective actions or recalls. Customers must follow safety instructions promptly. A safety remedy or recall will be provided without charge where required by law. Do not discard a potentially unsafe item unless instructed, because traceability or return may be necessary.

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.

These Terms are governed by French law, without depriving a consumer of mandatory protections under the law of the consumer’s country of habitual residence. A consumer may bring proceedings in any court that has jurisdiction under applicable consumer law.

Before using mediation, the consumer must first submit a written complaint to support@scootory.shop. If the dispute is not resolved, the consumer may refer it free of charge to a consumer mediator, subject to that mediator’s admissibility rules; write to us and we will provide the appointed mediator’s current name, postal address and website. The former EU Online Dispute Resolution platform is no longer an active complaint portal and is therefore not linked here.