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Warranty Policy - Our Risk Free Support

Within 30 Days of receipt of the items?

Simple 30 days retailer warranty on all orders with genuine manufacturer defects.

ScootHQ covers items for defects for a period of 30 days from the date of delivery. If any issues arise after this time, warranty cover will be passed over to the brands & suppliers we work with.

More than 30 Days?

We work with the brands/suppliers to see if it can be covered under warranty for you (usually it is, but depends on the way the damage has occurred).

Please note that each product carries a different warranty period per supplier/manufacturer this are broken down below.

In particular, you should note, any scooter or other products sold that used in an extreme manner or at a skate park, have limited warranty cover due to the nature of use they are put through. For a full breakdown of this information see below for each product area.

Still not covered but within 6 months of purchase?

We offer a crash replacement policy, where we offer a goodwill policy of 25% discount off your next order with us for the same/alternative replacement item, not including postage costs.

For a warranty claim to be raised, we require you to provide evidence that the item supplied was faulty, initially we will try to do this via email ([email protected]), by asking you to provide us details of the fault, plus a photograph or video to help provide us sufficient evidence. 

We may also request that a product is returned to us for inspection after a warranty issue is reported. If the issue found is indicative of a manufacturing error, ScootHQ will reimburse your postage costs (up to a value of £7 for UK Customers) or we'll provide you a Collect plus label to help deal with the return easily. ScootHQ will also pay to return the product to you once fixed. 

However, if the item has been damaged by user error or general wear and tear, you will be responsible for all postage costs and will also be charged for any repair work needed. An adviser will be in touch to make you aware of the costs before we undergo any repairs.

We will always strive to have every issue resolved as swiftly as possible, but as we are required to liaise with our suppliers, there is no set time frame for resolution available. That being said, usually warranties are completed within 3 weeks, and we will contact you any time there is a development in your case.

For any warranty issues that are authorised, we will usually send out a replacement, where this isn't possible we will offer a product/part of equivalent or higher value. Only where an agreement on any replacement equivalent product/part cannot be reached, will a refund will be offered. 

Warranty period is defined by the time of first contact & information that we have about any issue that's occurred with a product purchased from us.

International Customers We provide a pre-filled returns form you can use for the return. For returns outside the UK, you'll be required to pay shipping costs with tracking. Once received, a full refund to the value of the goods, minus the full cost of the us sending the order originally out to you will be given. Our UK Address for returns is: ScootHQ Unit 1, Greabridge Business Park, Budds Lane, Romsey, Hampshire, England SO51 0HA Warranty Policy - Our Risk Free Support Within 30 Days of receipt of the items? Simple 30 days retailer warranty on all orders with genuine manufacturer defects. More than 30 Days? We work with the brands/suppliers to see if it can be covered under warranty for you (usually it is, but depends on the way the damage has occurred). Still not covered but within 6 months of purchase? We offer a crash replacement policy, where we offer a goodwill policy of 25% discount off your next order with us for the same/alternative replacement item, not including postage costs.

Warranty Detail Breakdown for Products Sold

Manufacturer warranty lengths depend on the type of product and the nature of it's use. Due to the products being used for extreme or outdoor sports use, the warranty periods on these products are generally shorter than traditional products like a kettle.
 
Where appropriate the brands will make a judgement based upon evidence provided of whether a product is under warranty due to a manufacturing defect or through excessive product extreme use (for which warranty cannot cover). Please bare in mind that the time periods below are a rough outline of warranty coverage. The time covered may be shorter or longer dependant on the product and/or the brand.
 
Where we have covered and replaced you product under warranty, if a replacement or alternative replacement is sent out and the same problem reoccurs we cannot cover a secondary warranty on the product, as it's likely down to riding style or method of use, and therefore is deemed not valid for warranty cover.
Please note: If a product has been modified in some way after purchase, the warranty will be voided. Cutting bars down in height/width or cutting a slit in to bars will weaken the product and you will not be covered under warranty if you choose to do this. 
 
Typical warranty periods for the products we sell are shown below:

Scooters & Scooter Parts:

Complete Scooters - 3 months (some brands go up to 6 months) however different parts have a different level of warranty cover, for example parts like brakes, grips and bearings are seen as parts that are consumable and break with use. If a specific part on a complete scooter does break and it's considered within warranty, we will send the replacement part to you. If that part is not available we will aim to offer you an upgraded part. However, due to the way complete scooters are, we cannot replace a complete like for like scooter, we can only cover replacement of the specific part on the scooter where the issue has happened. If needed our specialist staff will guide and help you with how to replace the damaged item.
Electric Scooters - 3 months (some brands go up to 6 months) however different parts have a different level of warranty cover, parts that break due to accidents or misuse are not covered.
Bars:
Chromoly Bars 3 months (some brands go up to 6 months)
Aluminium Bars 1 month - Please note that Aluminium bars are not generally covered under warranty for any bending, or damage as a result of bending, due to the type of metal they are made of. These bars carry a warranty against snapping of 1 month due to the lightweight aluminium.
Titanium Bars 1 month
Wheels:
Metal Core Wheels 1 month (some brands go up to 3 months)
Plastic Core Wheels 2 months 
Bearings in wheels are not covered unless faulty upon receipt, as they can easily get rusted out by water or very hard wheel landings.
Wheels are viewed as a consumable product therefore it's not got a long warranty
Decks - 3 months (some brands go up to 6 months)
Clamps & SCS - 3 months (some brands go up to 6 months)
Headsets - 1 month (some brands go up to 3 months)
Forks - 3 months (some brands go up to 6 months)
Grips - N/A due to expected wear and tear, unless problems upon receipt
Griptape - N/A due to expected wear and tear, unless problems upon receipt
Bearings - N/A
Brakes & Fenders - 1 month subject to fair use (doesn't cover brake slamming when riding)
Pegs - 1 month subject to fair use
Axle Bolts N/A due to expected wear and tear, unless problems upon receipt
Clamp Bolts - N/A due to expected wear and tear, unless problems upon receipt