Returns and Warranty

Returns

Accessory Returns

We accept returns or exchanges of accessories within 15 days from the date the customer receives the product (according to the courier tracking record).

For hygienic reasons, we do not accept returns or exchanges on helmets.

E-Scooter Returns and Refunds

Due to the nature of all electric mobility equipment, there are no returns or exchanges on E-Scooters.

If you receive a damaged or defective product, please inform us immediately. You must contact us within 7 days for a refund.

If items are being returned because of damage in transit, incorrect item sent, or is defective, the customer is responsible for the return shipment of the product. Once the merchandise has been received, inspected, and it is deemed to be defective/damaged/incorrect, the return shipping costs will be reimbursed and a full refund will be issued to the customer.

If damage to the E-Scooter occurs while it’s in the customer’s possession, the product cannot be exchanged or returned, as it is considered a final sale. If there are any issues with the product feel free to contact Urb Ryde E-Scooters and we will do everything we can to help resolve the issue. Also, depending on the issue, it may be covered under warranty.

Returned Items Condition

All merchandise must be received in 100% new, re-sellable condition, and returned with a copy of the invoice. Merchandise must arrive in its original shape and packaging, and complete with including user manuals, parts, accessories, warranty cards etc.

Merchandise is not eligible for refund or exchange if it has been ridden, worn, used, tampered with, abused or damaged in any way.

*The customer is responsible for the shipping cost of returning merchandise.

Customer must contact us to initiate return shipment of the merchandise within the allotted time period, as stated above. Contact us at [email protected] with the reason(s) for exchange or return.

Preparing your Product for Authorized Return Shipment

Re-pack the merchandise securely in its original packaging, being sure to include the complete contents like the user manuals, accessories, parts, warranty cards etc.

Include a copy of your invoice.

All returns should be sent via UPS, Federal Express, or Canada Post to ensure package tracking. We recommend that the shipment is insured for your protection. The customer is responsible for damages or loss during return shipping.

*Freight collect and COD packages will not be accepted*

Warranty

(Conditions Apply)

If there is a factory defect, contact us by email at [email protected] describing the issue. A detailed and sharp photo of the defect may be required, along with a copy of the original receipt.

There is a 90 day warranty for factory defects according to the chart below.

PartIssue
FrameworkDeformation or fracture during normal use
Motor

Broken rubber wheel hub

Faulty motor

Lithium batteryNo output during normal use

Items not covered under warranty:

  • Consumables such as: tires, brakes, wires, adapter, LED lights, plastic parts, covers, grip tape etc., regular wear and tear of all parts
  • Malfunctions, damages, and performance issues caused by: accidents, road conditions, collisions, dangerous play/stunts, misuse, and failure to maintain according to the user manual
  • Any problems caused by being immersed in liquid and environmental conditions such as rain, sun, fire, hail, etc.

The warranty is void if the scooter has been disassembled, modified, or altered such as:

  • Using inappropriate accessories
  • Accessing inappropriate power source
  • Improper battery maintenance
  • Altering the programming of the electric system

 

Please check this page for periodic updates on our policy.