Returns and Refunds Policy

Everything you need to know about how to handle a return at MyUrbanScoot

1. Withdrawal Period

You can cancel your order within 14 days of the day you receive it, without giving a reason. Tell us within that period, then send the product back within 14 days of telling us.

2. Conditions for the Return

To receive the full refund:

  • Condition: You may open and inspect the product as you would in a shop. If it has been used or handled beyond that, we may reduce the refund by the loss in value.
  • Complete product: Return it with all its parts, manuals and accessories, in its original packaging where possible. Missing parts or damage may reduce the refund.
  • 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)

Products made to your specifications cannot be returned unless they are faulty:

  • Custom Products: Any vinyl or component manufactured to the customer's specifications (specific colors, names, etc.) cannot be returned.

4. Return costs

Cancellation: Return shipping is at your cost: send the product to our warehouse in Valencia (Spain) with a tracked service. We refund the price and the standard delivery cost you paid.

Return due to manufacturing defect: If the product has a defect of origin, MyUrbanScoot will fully cover the collection and replacement 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 instructions.
  • Shipping: Send the parcel to the address we give you with a tracked service. Scooters and batteries need a carrier that accepts lithium batteries.
  • Workshop Inspection: Once received at our warehouse in Valencia, our technicians will verify the condition of the product within 48–72 hours.

6. Refunds

  • Check: We check the product when it arrives and tell you about any reduction for loss in value.
  • Payment method: The refund will always be made using the same payment method used for the purchase (card, PayPal, etc.).
  • Timeframe: Within 14 days of your cancellation. We may wait until we receive the product or proof that you sent it.
  • Amount: The price paid plus the standard delivery cost, minus any reduction for loss in value. Return shipping is 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, please tell us within 24 hours of delivery if you can, so we can claim from the carrier; if the damage is visible at delivery, point it out to the driver. This does not limit your legal guarantee. In these cases, MyUrbanScoot will handle the exchange at no cost to you.