1. Cancelling Your Order

If you would like to cancel your order, please contact us immediately via our email address: support@vivescooters.co.uk. Please include your order number when contacting us.

If your order has not yet left our warehouse, we should be able to stop it shipping, and issue you a refund immediately.

If your order is in transit, or has already been delivered, you will need to arrange a return with us. Please see the section called: ‘2. Returns – Changed Your Mind’.

Please note –  when returning a product, it must be returned in ‘as new’ condition, with all components included, in their original packaging. There will be a charge for the return – see below.

 2. Returns - Changed Your Mind

If you change your mind after buying from us and want a refund, you have up to 14 days to let us know, and another 14 days to return the goods to us. You will need to return the product to us before we can provide a refund. Vive Scooters can help arrange the return for a charge of £25 - you will be required to take your scooter to your nearest drop off point. 

To initiate a return, you need to contact us via our email address: support@vivescooters.co.uk. Please include your order number and the reason for your return in your correspondence.

 

Please note –  the 14 days return period is to allow you to examine the goods as you would in a shop. To obtain a full refund, the goods must be returned in an “as new” condition with all components included in their original packaging. “As new” condition is defined as unridden (less than 1km logged on the scooter’s odometer.)

 

Once your goods are received back at Vive Scooters, they will be assessed by a member of staff. Any missing parts or damage resulting in a reduction in the retail value of the products will result in an equivalent deduction in your refund amount. Please see the information below as an indication of the refund you will receive – but please note the loss in value caused by any excessive use or handling of the product will always be assessed on a case-by-case basis. 

Aesthetic Damage or excessive mileage

 

A fair assessment will be made by the Vive Scooters team on the scooter's current resale value.

2-20km - 80% Refund

21-40km - 60% Refund

41- 60km - 40% Refund

Over 61km - Not accepted

 

Missing Charger

 

A deduction of £29.99 will be made when this is not returned with the scooter

 

Missing Manual

 

If an English manual was included, a deduction of £6.99 will be made when this is not returned with the scooter

 

Missing Valve Extender  

 

A deduction of £5.99 will be made when this is not returned with the scooter

 

4 Handlebar Screws

 

A deduction of £3.99 will be made when these are not returned with the scooter

 

Allen Key

 

A deduction of £3.99 will be made when this is not returned with the scooter

 

Spare tyres

 

A deduction of £29.99 will be made when this is not returned with the scooter

 

 

3. ‘Changed Your Mind’ Return Options

If you have changed your mind and need to return your scooter you have 2 options. Please note the scooter must be back with us within 14 days of notifying us that you have cancelled your order.

Please indicate which of the following options you will be using when reporting your return with the customer service team.


1. Return via post – You are more than welcome to arrange your own shipping to us – once you have initiated the returns process, you will be provided with a returns address via email. Please note that if you choose to arrange your own shipping, you are responsible for ensuring that the scooter reaches us free from damage. If the scooter is damaged during delivery (for example because you have failed to package it securely) we may apply a deduction to your refund to reflect the damage caused to the scooter.
When returning an unwanted electric scooter we strongly advise that you use tracked delivery to ensure its arrival. Please make sure you include in the box a copy of your name and order number, so we know who it was from. To obtain a full refund, the goods must be returned in “as new” condition with all components included and in their original packaging. 
 
2. Drop off point - Vive Scooters can arrange the return of your scooter via a drop-off. There is a £25 charge for this service that will deducted from your refund, which includes a tracked courier service, we will send you Shipping Label via email to be printed and attached to the box. For shipping the scooter MUST be packaged in the original box to enable safe transit. To obtain a full refund, the goods must be returned in “as new” condition with all components included and in their original packaging. 

 

4. Returns - Damaged & Faulty

Faulty electric scooter – Less than 30 days post-delivery
If your electric scooter arrives damaged or develops a manufacturing fault during normal use (as outlined in the manufacturer’s manual) within 30 days of you receiving it you are entitled to a repair, replacement or refund.

To initiate this process, you need to contact us via our email address: support@vivescooters.co.uk

Please include your order number, information about the fault, and any pictures/videos that demonstrate the problem. You can also let us know whether you want a refund, repair or replacement in this initial email.

Following an initial phone based assessment, we will arrange collection / drop off location free of charge, and will arrange for a repair, replacement or refund.

Please note –  All returns are assessed by a Vive Scooters representative and the fault must be confirmed before further action can be taken. The assessment process can take up to 3 working days. 

All components must be returned in the box with your scooter. See above pricing for unreturned items. 

If no fault is confirmed the scooter will be returned to you. We may charge you to return the scooter in these circumstances.

Faulty electric scooter – More than 30 days post-delivery
If your scooter develops a fault through normal use (as outlined in the manufacturer’s manual) after the initial 30 days period you may still be entitled to have your scooter repaired at no cost to yourself. We will assess the fault via phone and email to confirm that the scooter we supplied was defective before agreeing to provide a free repair.

If you find yourself in this position, please contact us via our email address: support@vivescooters.co.uk and we will support you through the next steps.

Please note –  any fault caused due to misuse of the scooter including water ingress or external damage is not covered by this policy. Please ensure your read the manual in detail before using your electric scooter to avoid voiding your warranty.

 5. Refund Payment 

Once a refund has been approved by the Vive Scooters team, we will refund your payment to your original payment method (i.e, card, Paypal account etc) within 14 days. Please be aware that the refund can take up to 5 days to appear in your bank depending on who you bank with.

Klarna or Laybuy refunds may take longer as they will need to arrange for this refund following our notification.

 

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@vivescooters.co.uk.