Delivery, Returns and Refunds

DELIVERY INFORMATION

If your Item is in stock it will ship within 1 business day of approved and cleared payment. Scooters will be shipped only to verified customers to avoid fraudulent orders. Orders are processed in order of receipt and approved payment.

Please note that we do not ship electric scooters outside mainland EU due to battery restrictions and regulations.

All domestic electric scooter orders are generally delivered in 3-5 working days.  Most of our orders are handled by fulfillment providers throughout Europe.

We only ship Monday through Friday. Any in-stock orders placed Friday through Sunday will ship the following Monday.

Some orders are subject to cancellation if the inventory levels did not sync correctly with other marketplaces. We aim to review our inventory levels every 24 hours.

ITEMS DAMAGED DURING TRANSIT
If you receive a damaged item, you must contact us within 24 hours by email at customerservices@geckoelectricscooters.co.uk. If you do not contact us within this time period, your damage claim may be denied by the carrier. Customer assumes all responsibility for the damaged item before it is picked up by the corresponding carrier agents.

 

GENERAL TERMS
All prices and specifications are subject to change without notice. Prices are final as of time of an order. All products are shipped F.O.B. (Freight On Board) and become the sole property of the purchaser upon delivery to the specified shipping agent. In case of shipping damage, the customer should contact us immediately, so we can promptly file a damage claim with the carrier and expedite a replacement (see 'Items Damaged During Transit' section above).

By purchasing from our web site, you acknowledge that you have read and agreed to all terms and conditions. All brands and product names mentioned are trademarks and/or registered trademarks of their respective holders. Product images are for representation purposes only. Actual products may have slight cosmetic and colour differences.

Electric scooters are not to be used on public footpaths, cycle lanes or roads. Customer is solely responsible to ensure that electric scooter is operated by obeying all local laws. The customer assumes all liability and risk associated with the use of electric scooter products and holds Gecko Electric Scooters free from any liability caused by their use.

OUR CONTRACT 
You will receive an email confirmation when you place your order. The email only acknowledges your order and reserves the products for you. A contract between us and the customer will be formed only when cleared payment has been received, the order has been verified and products have been dispatched. You will receive further email with any tracking information related to your goods.

We reserve the right to further check your payment and identity for high value items in order to avoid fraudulent orders.

PRICING AND AVAILABILITY 
While we do our best to ensure correct prices and inventory levels, some errors may occur. We reserve the right to cancel your order if the mistake have occurred and we will inform you as soon as we discover the issue.

Our Address:

Gecko Electric Scooters
Badger Farm,
Willowpit Lane
Hilton,
Derby
Derbyshire
DE65 5FN

 

RETURNS & WARRANTY INFORMATION

CANCELLATIONS
If you change your mind while the order is still in progress, please email us as soon as possible at customerservices@geckoelectricscooters.co.uk. Make sure to include your order number in the subject.

We will be able to cancel your order only if it was not dispatched yet.

Important! Electric scooter cancellations are not possible once order has been placed. Make sure to double check your order details before making a payment.

 

RETURNS POLICY - CHANGED YOUR MIND
If you change your mind and would like to return a product purchased from Gecko Electric Scooters, you may ask to do so within 7 days of the delivery date for a refund (to your original form of payment only). Please contact us at returns@geckoelectricscooters.co.uk if you would like to start the return process, quoting your order number and the reason for returning.

Normally, all returns for non-defective reasons are subject to a restocking fee up to 30% (to cover the loss of value of the goods supplied if the loss is the result of unnecessary handling by you). Returned products must be undamaged, clean, and in otherwise new condition with all original materials i.e. original packaging, manuals and accessories, and must be accompanied by the original invoice.

For all 'changed mind' returns shipping must be prepaid and insured. Any shipping charges incurred when returning product to Gecko Electric Scooters are the responsibility of the customer unless the product is returned because of defective reasons.

If you are not fully happy with the goods you have received, you can return them to us within 7 days of receipt, providing they are in original resalable condition.

Once returned you will be entitled to receive an exchange or a refund, which will not include the cost of the original postage and packaging. We are not able to refund or exchange items that appear unboxed or used.

 

UK RETURNS
Important notes on this service:

Please ensure you enclose a completed returns form with your order (contact for more info)

Ensure your return is well packaged, and meets all the conditions outlined at the bottom of this page. (if damaged due to poor packaging whilst in transit back to us, you will be liable for repair)

Once received it can take up to 5 working days to arrive back to us. Please be patient or if you require your exchange/refund in a hurry.

 

RETURNS TERMS AND CONDITIONS GUIDELINES
All returned items must be unused, complete with original tags and/or packaging if applicable.

We are not responsible for the return shipping costs of the items.

All Items must be in original, resalable condition.

Please make sure all returned items are well packaged, so as not to be damaged in the post as you will be liable.

Please make sure all return packages are sent with a trackable, insured service.

We cannot take responsibility for items damaged or lost in the return transit.

Please make sure that the returns form is enclosed with your goods - no form may result in your return not being processed.

 

RETURN POLICY - Faulty Or Damaged Item
Please email us immediately at returns@geckoelectricscooters.co.uk if you have received damaged or faulty item(s), quoting your order number with photographs/videos of the issue attached.

If your electric scooter develops a fault after 14 days of receiving it, you will need to submit a warranty claim to returns@geckoelectricscooters.co.uk

Please note that we cannot accept electric scooter returns without all original packaging and accessories (chargers, manuals, etc.) or if the scooter has been altered in any way or is in any condition that is no longer saleable. Furthermore, any fault caused due to misuse of the scooter including water ingress or external damage is not covered by this policy.

Warranty Information:

CRUZAA 
- 1 Year general warranty
- 6 Year warranty on battery

REEL
- 1 Year general warranty
- 6 Month warranty on battery


Decent ONE
- 1 Year general warranty
- 6 Month warranty on battery

What is covered under the warranty?

Everything is covered if any manufacturing defects are found out of the box and reported to Gecko Electric Scooters within 14 days of customer sale (proof is required).

The warranty excludes:

  • Brakes
  • Tyres
  • The warranty can be voided however if:
  • The scooter has not been maintained, so missing parts etc.
  • If the scooter has been misused, for instance, two people trying to ride it at the same time causing it to go over the weight limit
  • If it has been used during rain - while it can take splashes, it's HIGHLY recommended to not use it during a downpour
  • If it has been modified in any way including the firmware.

What do they deem as fair wear and tear
All consumable parts including tyres, inner tubing, brake discs, brake pads are not covered by warranty outside of the DOA period of 14 days, as these are wear and tear items.

Where do you return it to
Please send to Gecko Electric Scooters,  if we need to send it to the manufacturer then we will let you know, however, we will always try to repair it in-house first.

Damages and issues
Please inspect your order upon reception 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.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Delivery Information
If your Item is in stock it will ship within 1 business day of approved and cleared payment. Scooters will be shipped only to verified customers to avoid fraudulent orders. Orders are processed in order of receipt and approved payment.

All domestic electric scooter orders will be shipped within 48 hrs by Parcelforce 48. EU orders will be delivered within 2-6 working days by Parcelforce International or DPD.

Any other items will be shipped out within one working day. Usually, orders placed before 10am UK time will be shipped out on a same day. Additionally, most of our items are in fulfillment warehouse with the cut-off time of 2 PM. Feel free to message us to check of your estimated dispatch day before placing an order.

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