RETURNS & REFUNDS POLICY
Last Updated: June 2026
1. Overview
This Returns & Refunds Policy explains the process for requesting a return, cancellation or refund from Pro Scoot Limited. By placing an order through our website, you agree to this policy.
2. Return Authorisation Required
All returns must be approved by Pro Scoot Limited before being sent. Customers must contact Pro Scoot Limited to request a return authorisation. Returns sent without prior approval may be refused and returned to the sender.
3. Registered Office Is Not a Returns Address
Do not return any goods to our registered office address. Returns sent to our registered office address will not be accepted and may be returned to the sender. Once a return request has been approved, Pro Scoot Limited will provide the appropriate returns address and return instructions.
4. Manufactured-to-Order Scooters
Our scooters are manufactured to order specifically for each customer. Orders may be cancelled and a full refund requested only before production of the scooter has commenced with the manufacturer.
Once production has started, the order cannot be cancelled.
Once a scooter has been dispatched by the manufacturer, shipping provider or courier, the order cannot be cancelled.
Customers wishing to cancel an order should contact Pro Scoot Limited immediately.
We will confirm whether production has commenced and whether cancellation remains possible.
5. Return Eligibility
To be eligible for a return, customers must:
• Contact Pro Scoot Limited within the applicable return period.
• Obtain return authorisation before sending goods.
• Provide proof of purchase and/or order number if requested.
• Follow all return instructions provided by Pro Scoot Limited.
• Return the goods in accordance with this policy.
6. Change of Mind Returns
Where a change-of-mind return is permitted under applicable consumer legislation, returned products must:
• Be returned in an unused condition.
• Be returned in their original packaging.
• Include all items originally supplied with the product.
• Include all chargers, keys, manuals, accessories and documentation supplied with the product.
Returned products must be FREE from dirt, mud, grass, excessive dust, contamination and any signs of outdoor use.
7. Condition of Returned Goods
Customers are responsible for any reduction in the value of goods resulting from handling beyond what is reasonably necessary to establish the nature, characteristics and functionality of the product.
Where a returned scooter shows any evidence of use beyond reasonable inspection, including but not limited to:
• Additional mileage
• Outdoor use
• Dirt or contamination
• Scratches or cosmetic damage
• Wear and tear
• Missing items
• Modifications or alterations
• Damage caused after delivery
Pro Scoot Limited reserves the right to reduce the refund to reflect the diminished value of the goods or, where permitted by law, refuse the return.
Where a refund reduction is applied, Pro Scoot Limited may deduct a reasonable amount to reflect:
• Loss in value of the goods
• Additional inspection requirements
• Cleaning costs
• Repackaging costs
• Administration costs associated with processing the return
Depending on the condition of the returned goods, deductions may be up to 25% of the original purchase price.
Each return will be assessed on a case-by-case basis.
8. Faulty, Damaged or Incorrect Goods
If a product arrives damaged, faulty or incorrect, customers should contact Pro Scoot Limited within 48 hours of receiving the delivery. Customers may be asked to provide:
• Photographs
• Video evidence
• Serial numbers
• Description of the issue
• Proof of purchase
Products must not be returned without authorisation.
Where a fault is confirmed, Pro Scoot Limited will provide instructions regarding the appropriate resolution.
9. Transit Damage
Customers should inspect all deliveries upon receipt. Any transit damage, missing items or delivery discrepancies should be reported within 48 hours of delivery.
Photographic evidence must be provided and include any damage/missing items and the condition of the outer box.
Failure to report transit damage promptly may affect our ability to pursue claims with shipping providers or couriers.
10. Non-Returnable Items
The following items may not be eligible for return unless faulty:
• Special order items
• Personalised products
• Clearance items
• Sale items marked as non-returnable
Where applicable, this does not affect statutory consumer rights.
11. Refund Processing
Once returned goods have been received and inspected, Pro Scoot Limited will notify the customer whether the refund has been approved. Approved refunds will be processed using the original payment method where possible. Refunds will normally be processed within 7 days of approval of the return and receipt of the returned goods.
Processing times may vary depending on payment providers and financial institutions.
12. Return Shipping Costs
Unless goods are faulty or incorrectly supplied, customers are responsible for return shipping costs. Pro Scoot Limited advises using a reputable courier service and purchase of insurance to the correct value is also strongly advised. Pro Scoot limited cannot be held responsible for any loss or damage to a returned item.
Customers are responsible for ensuring returned goods are packaged appropriately to prevent damage during transit.
Any damage occurring during return transit due to inadequate packaging may affect refund eligibility.
13. Contact Us
For return requests and refund enquiries, please contact:
Pro Scoot Limited
Email: sales@proscoot.co.uk
Telephone: 07769 333714
