Terms and Conditions

By purchasing this product, you are agreeing to our terms and conditions.

Terms and Conditions

Shipping

We offer free shipping to the UK, Ireland and parts of Europe.

True Electric retains the right to cancel and refund an order if shipping is not available for the destination of the items.

We state that our delivery times are on average 2 - 3 working days. However, this is only guidance and can be quicker but can also be longer especially around bank holidays. Delivery times are depended on the courier which we have very little control over.

If you receive goods which are damaged or not right then it is your responsibility as the buyer not to either accept the goods or take photos of the issue straight away and send them to hello@trueelectric.co.uk. If the scooter is damaged in any way don't use the scooter until we are able to confirm the best way forward.

Warranty

All our E-Scooters come with a full manufacture warranty. The warranty per manufacture can be different so please contact us for more clarification if you are unclear before purchase.

BOGIST WARRANTY

iSCOOTER WARRANTY

HX WARRANTY

KUGOO

iENYRID

This means that if any faults should arise through normal use, we'll support you and arrange the repair or replacement with the manufacturer.

If the problem is not covered by the warranty, a quote will be supplied for repair or replacement and any shipping costs. All warranty claim decisions are final.

IMPORTANT NOTE: Our warranty is only for parts; any repair costs are not covered. This warranty parts replacement is also subject to availability of the parts and parts must be fitted by the customer.

Please carefully follow our warranty process to minimise any delays:

1. Describe the problem with your item in detail: What happened? When? How? Please also state your full order number.
2. Tell us what steps you have already taken to resolve the issue.
3. Provide the model of the scooter.
4. Send a clear video showing the defect(s); these should be taken under good lighting.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

We ask that you thoroughly inspect all items at the point of delivery. We advise you not to accept delivery of any damaged items. If you discover that an item has been damaged, please send clear photos of the damaged items to hello@trueelectric.co.uk so that we can open an insurance claim on your behalf.

If your scooter or bike develops a fault through normal use (as outlined in the manufacturer's manual) you could be entitled to a repair or replacement as covered with the warranty. Please send through details of the fault to hello@trueelectric.co.uk and we will arrange the repair or replacement with the manufacturer.

Please note –  any fault caused due to misuse of the bike is not covered by this policy. Please ensure you read the manufacturer's manual in detail before using your electric bike to avoid voiding your warranty.

Returns and Replacement Policy

We feel it is important our customers have the opportunity to inspect the purchases in the same way as visiting a shop. If you change your mind after buying from us and want a refund, you have up to 30 days to let us know and to return the goods to us.  In order to process a return refund, we ask that the E-Scooter is returned to us in its original box and in its original unused condition. Therefore, we recommend you keep the original box for at least 30 days.

You will need to return a product before we can provide a refund or replace the item. The Buyer will be responsible for any costs associated with returning the item. Any refunds can only be issued to the same payment method which was used to place the order. We can help to arrange the return, if required. 

If our pickup service has multiple failed collections then the return will be cancelled and it will be up to the customer to return the goods in like new condition.

Once the items are received, they will be assessed by a True Electric technician. Any missing parts or damage resulting in a reduction in the retail value of the products will result in an equivalent reduction in your refund amount.

Once items have been used then they are not able to be returned unless agreed with the manufacture.

To process a return you need to request this by emailing hello@trueelectric.co.uk and we will review your request.

Refunds

Once the product is received and the refund approved, it may take up to 10 working days to process the refund to the original payment method. 

Delivery Address

It is up to the customer to provide a secure delivery address. Once the goods have been delivered and signed for at the delivery address it is not the delivery company or True Electrics responsibility after that point.

Modifications

Any modifications to the scooter including de restriction may affect your warranty.

Order Cancelation

Once an order is placed on our website it cannot be cancelled once it has been processed. Please inform us as quickly as possible if you want to cancel. otherwise you will need to wait for the goods to arrive and then notify us by email and we then we can process the normal returns process.

Disclaimer

Warning: It is illegal to ride electric scooters on public roads, pavements or cyclepaths in the UK. They are intended only for use on private land with the owner’s permission.  It is the complete responsibility of the customer to ensure that you operate you’re E-Scooter with in all country and local laws. The customer assumes all liability and risk associated with the use of True Electric products and holds True Electric and its owners free from any liability caused by their use.

Actual mileage range may vary – weight, terrain and weather dependent.

Pre Orders

Some products are marked as pre orders. These products are out of stock and may take a few weeks to arrive. However, when the stock arrives you will get the stock at the price you pre ordered it.