Returns and Refunds Policy

1. Withdrawal Period

You have a period of 14 calendar days from receipt of your order to request its return without the need for justification, provided that the product condition requirements detailed below are met.

2. Conditions for the Return

For a return to be accepted, the product must meet the following requirements:

• Impeccable condition: The product must be unused, free of assembly marks and in perfect aesthetic and functional condition. It is important that it is unopened.
• Original packaging: It must be returned in its original box or wrapping, with all labels, manuals and accessories included.
• Shipment protection: The customer is responsible for correctly packaging the product so that it does not suffer damage during transport back to our warehouse.

3. Exclusions (Non-returnable products)

Due to their nature, the following products cannot be returned or exchanged:

• Vinyls and Stickers: Due to the nature of the material and its made-to-order manufacturing process, exchanges or returns will not be accepted once the product has entered the production phase. It is recommended to verify the design and measurements before confirming the order.
• Custom Products: Any vinyl or component manufactured to the customer's specifications (specific colors, names, etc.) cannot be returned.
• Installed Electronic Components: Controllers, displays or batteries that have been connected or installed cannot be returned, as improper handling may damage them irreversibly.
• Speed-Limiting Removal Products: Because their use voids the scooter's warranty and their legality on public roads, these products cannot be returned once unsealed.
• Wear Parts: Tires, brake pads or inner tubes that show signs of use or assembly.
• Scooters and batteries: Returned only for a manufacturing defect. Lithium batteries can only be shipped as dangerous goods, so they cannot be returned for a change of mind.

4. Handling and Shipping Costs

5. Return Procedure

To start a return process, follow these steps:

• Contact: Write to us via WhatsApp (+34 611 90 92 58) or email, stating your order number and the items to be returned.
• Authorization: Our team will review your case and send you the return address.
• Shipping: Send the parcel to the address we give you with a tracked service, and share the tracking number with us.
• Workshop Inspection: Once received at our warehouse in Valencia, our technicians will verify the condition of the product within 48–72 hours.

6. Refunds

• Approval: If the product passes the inspection, the refund will be approved.
• Payment method: The refund will always be made using the same payment method used for the purchase (card, PayPal, etc.).
• Timeframe: The refund will be made effective within a maximum of 14 business days from the receipt of the product at our facilities.
• Amount: The price paid for the product. Original and return shipping costs are not refunded.

7. Incorrect or Damaged Products in Transit

If, when opening your package, you notice that the product is not the one you ordered or has visible transport damage, you must notify us within a maximum of 24 hours from delivery. If the damage is noticed at the time of delivery, it must be recorded at that moment. In these cases, MyUrbanScoot will handle the exchange at no cost to the customer.