Return & Refund Policy (USA)

Last updated: February 13, 2026

We want you to feel confident ordering from MOVE E Scooters. If something isn’t right, this policy explains exactly how returns, refunds, and exchanges work.

1) Quick Summary (Read This First)

  • Return window: You may request a return within 14 days of delivery.
  • Condition: Items must be unused, unworn, and in original packaging with all included accessories.
  • Used scooters: If a scooter has been used/ridden (beyond a basic inspection), returns may be approved with a 20% restocking fee (see Section 6).
  • Return approval required: Please contact us before sending anything back.
  • Refund timing: Once inspected and approved, refunds are issued to the original payment method within 3–7 business days.

2) How to Start a Return (Required)

To request a return, contact our support team:

Email: info@moveescooters.com
Phone: (714) 512-5677

Please include:

  • Your order number
  • The item(s) you want to return
  • The reason for the return
  • Photos (if the item arrived damaged or has an issue)

Do not ship returns without approval. Unapproved returns may be refused or delayed.

3) Return Eligibility (What Qualifies)

A return is eligible if ALL of the following are true:

  • The return is requested within 14 days of delivery
  • The product is unused and in new condition
  • The product is returned in its original box/packaging with:
    • charger
    • manuals
    • tools/parts
    • accessories/free gifts (if included)

If an item is returned missing parts, missing packaging, or shows wear, we may:

  • deduct the replacement cost from your refund, or
  • apply a restocking fee, or
  • refuse the return (depending on condition).

4) Non-Returnable Items

The following are final sale and not eligible for return unless they arrive damaged or defective:

  • Clearance / final sale items (if marked at checkout or on the product page)
  • Gift cards
  • Used items sold “as-is” (if clearly stated)
  • Wear parts / consumables (e.g., inner tubes, brake pads) once opened or installed

If you’re unsure, contact us before ordering.

5) Exchanges

We don’t offer direct exchanges at this time.

If you want a different model:

  1. Request a return (if eligible), then
  2. Place a new order for the correct scooter.

6) Restocking Fees (When They Apply)

To keep pricing fair, a restocking fee may apply in these cases:

  • Used scooters: If a scooter has been ridden/used beyond basic inspection, a 20% restocking fee may apply.
  • Missing packaging or accessories: If original packaging/accessories are missing, we may deduct the cost from the refund.
  • Condition issues: Scratches, wear, dirty tires, damaged box, or signs of use may result in a restocking fee or refusal.

We will confirm any fees before finalizing your return.

7) Return Shipping & Delivery Refusals

Return shipping costs are the customer’s responsibility unless the item is confirmed defective or arrived damaged due to shipping.

If a delivery is refused or returned to sender due to:

  • incorrect address,
  • failure to accept/sign for delivery,
  • multiple failed delivery attempts,

we may deduct:

  • outbound shipping costs,
  • return shipping costs,
  • and any carrier fees

from your refund.

Note: For security, some orders may require signature confirmation upon delivery.

8) Damaged in Transit (Shipping Damage)

If your package arrives damaged:

Take photos of:

  • the outer box (all sides)
  • the shipping label
  • inner packaging
  • the product damage

Email us at info@moveescooters.com within 48 hours of delivery.

We’ll work with you to resolve it quickly (replacement parts, replacement unit, or refund depending on the situation).

9) Defective / Warranty Issues (Not a “Return”)

If the scooter develops an issue after delivery, it may be covered under warranty.

Please contact us at info@moveescooters.com so we can troubleshoot and confirm the best solution. Warranty coverage and exclusions are defined on our Warranty page.

10) Refund Processing Timeline

After we receive and inspect the return:

  • Inspection typically takes 1–3 business days after delivery to our return facility.
  • Approved refunds are issued within 3–7 business days to the original payment method.
  • Your bank/card provider may take additional time to post the refund.

11) Return Address (Use Only After Approval)

Returns must be approved first. If approved, we’ll confirm the correct return instructions.

MOVE E Scooters
3400 COTTAGE WAY, #6009
SACRAMENTO, California 95825
United States

12) Contact Us

Email: info@moveescooters.com
Phone: (714) 512-5677