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Returns and Exchanges

Products bought through an authorized retailer must adhere to the retailer's return policies and cannot be returned directly to VoroMotors (VORO), except for warranty claims.

All electric scooters, except those sold as sale items or refurbished models, purchased through the VORO website are governed by the terms and conditions outlined below.

All refunds will be issued in the form of gift cards.

Kindly review our returns and exchanges policy carefully and thoroughly to fully understand our terms.

Returns and Exchanges: Terms and Conditions

All products purchased through our website must meet these conditions to qualify for a return or exchange. International orders (non-domestic orders) are not eligible due to high logistical and air shipping costs. Additionally, purchases made over 30 days ago are not eligible for returns or exchanges.

1. Unopened & Unused Merchandise (Electric Scooters Only) Within 3 Days of Delivery

  • Return Within 3 Days of Delivery: Unopened merchandise can be returned within 3 business days of delivery to qualify for a full refund to the original payment method.
2. Should you change your mind after a successful delivery for any reason, it is the customer's responsibility to cover shipping fees to return the product to VORO.
  • If you refuse the shipment, you will be charged a 10% restocking fee.
  • Exemption: Box is severely damaged / damaged during transit
3. Unopened or Opened Merchandise (Electric Scooters Only) - Less than 20 Miles Within 30 Days Of Delivery
  • Return Within 30 Days of Delivery: Merchandise, whether unopened or opened, can be returned within 30 business days of delivery and show less than 20 miles of usage to be eligible for:
  • Exchange: For another product. If the replacement is cheaper, the excess value will be provided as a Store Credit or Gift Card.
  • Refund: Issued via Store Credit or Gift Card.
  • Restocking Fee: A 10% restocking fee will be applied upon successful return.
  • Additional Information: Riding up to 20 miles is deemed a reasonable distance to assess if the electric scooter suits your needs. If issues arise, please contact our Customer Support team. Damages on arrival may be covered under our Warranty. Check our policies and utilize our support resources before initiating a return.
4. Unopened or Opened Merchandise (Electric Scooters Only) - More than 20 Miles Within 30 Days Of Delivery
  • Return Within 30 Days of Delivery: Merchandise, whether unopened or opened, can be returned within 30 business days of delivery and show more than 20 miles of usage to be eligible for:
  • Exchange: For another product. If the replacement is cheaper, the excess value will be provided as a Store Credit or Gift Card.
  • Refund: Issued via Store Credit or Gift Card.
  • Restocking Fee: A 20% restocking fee will be applied upon successful return.

If your delivery date has been more than 30 days, no return, exchange, or refund request will be accepted. Read below for more information.


How to Check Your Delivery Date or Store Pick-Up Date

To ensure you are fully informed about the delivery or pick-up date of your electric scooter, we provide a few convenient methods to track this information:

For Home Delivery:

  1. Order Confirmation Email: Upon completing your purchase, you will receive an order confirmation email that includes a summary of your order and the estimated delivery date.
  2. Online Order Status: Log in to your account on our website and visit the 'My Orders' section. Here, you can view detailed information about your order status, including the scheduled delivery date.
  3. Shipping Confirmation Email: Once your order has been shipped, we will send you a shipping confirmation email with a tracking number. You can use this number on the carrier's website to see real-time updates on your delivery status.

For Store Pick-Up:

  1. Order Confirmation Email: After placing your order, the confirmation email will specify whether your purchase is eligible for store pick-up along with the estimated date it will be available.
  2. Pick-Up Notification: We will send you a notification email once your item is ready for pick-up at the store. This email will include store hours, location, and instructions for pick-up.
  3. Customer Service: If you need further assistance or have any questions about your pick-up date, our Customer Service team is available to provide support. Contact details can be found on our website's 'Contact Us' page.

Please Note: The actual delivery or pick-up date may vary based on inventory availability, shipping method selected, and any unforeseen delays in shipping or preparation. We recommend checking the status regularly and contacting our support team if there are any discrepancies or concerns.

Defects vs. Non-Defects: Understanding Your Return Eligibility

This chart is designed to help you understand the differences between defects that qualify for returns or exchanges and conditions that do not. By clearly defining what constitutes a 'Defective' issue versus a 'Not Defective' scenario, we aim to ensure transparency and fairness in our return and exchange process. Please refer to this guide when assessing any issues with your electric scooter to determine if they may be eligible for a return or exchange based on the product's initial condition and functionality.

What's Defective

What's Not Defective

Faulty Brake System: Brakes that do not operate correctly right from the start, posing safety risks.

Minor Cosmetic Flaws: Small scratches or paint chips that do not affect the functionality of the scooter.

Battery Issues: A battery that fails to charge or holds a charge upon initial use.

Shipping Damage: Damage to the packaging or the scooter incurred during shipment. (Refer to Point 1 in the Exceptions section below.)

Non-Functional Display: Display screens that are inoperable or show incorrect readings from the outset.

Box Damage: Damage on the box which has served its purpose in protecting the scooter inside; not considered a defect.

Structural Defects: Cracks or breaks in the frame or handlebar under normal use conditions.

Regular Wear and Tear: Issues arising from regular use of the scooter, such as tire wear.

Malfunctioning Motor: A motor that doesn't start or perform correctly when the scooter is first used.

Misuse or Alterations: Damage or functionality issues caused by improper use, accidents, or modifications made by the user. This includes water damage and other situations where the cause of damage cannot be verified.

Defective Lighting Systems: Lights that are non-operational from the start, including headlight and brake lights.

Expected Performance Variability: Differences in speed, range, or hill-climbing ability due to rider weight, style, battery condition, and road circumstances.


3 Easy Steps to Return or Exchange

  • Step 1: Start your return or exchange application HERE.
  • Step 2: Confirm that you meet all the criteria for a return request. Please upload all required documents and pictures to support your application.
  • Step 3: Ship the product back to us upon receiving confirmation:
      • Ensure the product is packed in the original packaging or a sturdy box to prevent damage during shipping. This responsibility falls on the customer.
      • After we receive and verify the products, you will be sent a confirmation email detailing your refund. We aim to process refunds within 5 business days.

Disclaimer:

Applying for a return or exchange does not guarantee approval. VORO reserves the right to deny any application for any reason. Products purchased through authorized retailers must adhere to the return policies of those retailers and cannot be returned directly to VORO.

Shipping or Restocking Fees Explained

  • Refund Policy: For any electric scooter that is eligible for return or exchange, refunds will be issued in the form of store credits or gift cards. The total refund amount will be adjusted to include any applicable restocking fees and additional fees related to your return. Restocking fees help cover shipping costs, transaction fees, and any taxes incurred on the initial shipment of the product, which may vary based on your country and location.
  • Example Scenario:
      • Purchase Details: You purchase an EMOVE Cruiser for $1,195, located in the United States.
      • Return Process: After receiving and testing the scooter (less than 20 miles), you decide it isn’t suitable for your needs.
      • Refund Calculation Example: If you purchased an EMOVE Cruiser ($1,195) and a Cruiser seat ($65), after taxes (depending on location), the total amount will be $1,373.40. Restocking Fee 10% - $119.50 Non-Refundable Seat - $65 Non-Refundable Tax & Duties - $113.40 Your return in Store Credits / Gift Card = $1,373.40 - $119.5 - $65 - $113.40 = $1,075.50.

Acceptance of Returns

Condition Assessment:

Upon return, each electric scooter is thoroughly inspected to determine applicable fees. Depending on whether the package is opened or unopened, customers may incur a restocking fee of up to 20%.

Condition Requirements:

The electric scooter must be returned in the same condition as it was received. It should show no clear signs of extensive use or exposure to harsh conditions, such as mud, rust, scratches, dents, water damage, sun damage, or other evidence of misuse.

Packaging and Protection:

Customers are responsible for securely packaging the electric scooter to ensure it is returned undamaged and in working condition, unless damage was reported prior to initiating the return or exchange. Scooters returned in a heavily used state, with unreported damages, or without the original packaging, will incur an additional restocking fee of up to 20% of the original purchase price.

Disclaimer:

Please be aware that failure to adhere to these conditions may affect the final refund or credit value received. We reserve the right to adjust the refund amount based on the condition and packaging of the returned item.

Refusal of Returns/Exchanges


VORO reserves the right to refuse your request for a return or exchange if the product fails to meet the criteria mentioned above. Below are additional scenarios in which we may not accept a return or exchange:

  1. International Orders:
    1. Our return/exchange policy applies only to domestic (United States) orders. We do not accept returns from international customers at this time. International customers are encouraged to be aware of this policy when placing orders.
  2. More Than 30 Days Since Delivery:
    1. Processing returns and exchanges within a 30-day window period allows us to manage our inventory more effectively. Products returned promptly can be assessed, refurbished if necessary, and re-listed for sale, which is crucial for maintaining inventory accuracy and turnover.
    2. Over time, the condition of a product can change, whether due to use or simply due to the passage of time, potentially degrading its quality and usability. Limiting returns and exchanges to within 30 days helps ensure that products are returned in a condition that still holds value.
    3. For these reasons, requests for returns or exchanges made more than 30 days after delivery are not accepted.
  3. Accessories, Spare Parts & Digital Products:
    1. Generally, accessories, spare parts and digital products such as gift cards or Extend Shipping Protection are not eligible for return or exchange.
    2. If an accessory or part is inoperable upon arrival, VORO will provide a replacement/exchange at no additional cost to the customer.
    3. Returns of accessories or spare parts that have been approved are subject to a restocking fee.
    4. Customers are responsible for ensuring the compatibility of accessories or spare parts with their electric scooters, especially if the parts are for models not sold by us.
  4. Invalid Reasons for Return/Exchange:
    1. Returns based on dissatisfaction with performance (such as speed, range, and hill-climbing ability) that vary by rider weight, style, battery condition, and road circumstances are generally not accepted. Performance is initially determined based on a standard 165 lb rider.
    2. Scooters that do not meet personal expectations for power or performance are not eligible for return or exchange.
  5. Lack of Pre-Approval:
    1. Electric scooters returned without prior approval and initiation of a return/exchange process will be refused. VORO reserves the right to reject the shipment and deny the return/exchange.
  6. Ineligible Usage:
    1. Electric scooters used for competitions, rentals, or commercial purposes are not eligible for return or exchange.
  7. Refurbished or Discounted Models:
    1. Electric scooters purchased as part of a warehouse sale, sold as refurbished models, or bought at a discounted price are not eligible for return or exchange.
    2. Important components of refurbished electric scooters are covered under our warranty.
  8. Non-compliance with Local Laws:
    1. Returns or exchanges requested because an electric scooter does not comply with local state/county laws will not be accepted. Customers are advised to review their local regulations before purchasing to ensure compliance.


Exceptions

At VORO, we are dedicated to ensuring that you receive your products, especially your electric scooters, in pristine condition. Below are the exceptions where returns or exchanges are permitted:

  1. Items Damaged During Transit
  • Despite our best efforts to securely package your products, damage can occur during shipment from our warehouse to your destination.
  • Box Damage: It's common for heavy, oversized items to incur some scuffs on the box during shipping. The box's purpose is to protect the unit inside from damage.
  • Action Steps if Damage Occurs:
    • If visible, refuse the delivery and have the carrier note your refusal due to damage.
    • If damage is discovered post-delivery or is concealed, immediately notify us and the freight company.
    • Take photos of the damage and obtain a confirmation or claim number from the freight company.
    • Report shipping-related damages to the freight company and to VORO within 7 days of receipt.
    • Open a support ticket with VORO, describing the damage and include photos, videos, and the freight company’s confirmation number. Keep the original packaging.
  1. Products Returned for Warranty Claims
  • Your VORO product, whether purchased on the VORO website or through an authorized retailer, is covered by a limited 6-month or 1-year warranty for parts due to manufacturer defects.
  • If a manufacturer defect arises during the warranty period, VORO will cover the shipping costs to return the unit to us for repairs.
  1. Electric Scooter Exchange Policy (Effective June 10, 2020)
  • VORO no longer ships replacement units before receiving the original units back.
  • Previously, to enhance customer satisfaction, we sent out replacement units before receiving the original unit. However, due to incidents where the original unit was not as damaged as claimed, and some customers retained both scooters, this policy had to be changed.
  • We now ship replacement units only after we've received the original unit and verified any reported damage or issues. Please note that this process will take time. If you are located near one of our storefronts, we will expedite the process as much as possible.
  • If you prefer not to wait for an exchange, we are more than willing to offer a full refund via Store Credit or Gift Card once the electric scooter has been returned.


Returns & Exchanges Explained

At VORO, we are committed to providing exceptional service, which includes offering free shipping as a convenience to our customers. We absorb the initial shipping fees, recognizing that shipping can be both expensive and time-consuming.

Inspection Process: For every return or exchange, our dedicated team conducts a thorough and labor-intensive inspection to detail any and all issues with the electric scooter. This meticulous process ensures that we maintain our high standards of quality and service.

Customer Service Commitment: We do not charge customers for the inspection or for our ongoing customer support and service. However, should you choose to return or exchange your electric scooter, the costs of return shipping and applicable taxes will be the responsibility of the customer.

Our Team: We have a growing team of dedicated professionals who work tirelessly to respond to every inquiry and resolve all issues. Your satisfaction and trust are important to us. We are dedicated to making sure that every interaction you have with VORO positively impacts your experience.

How Will I Receive My Reimbursement?

Your reimbursement will be issued in the form of store credits or gift cards. You will not incur any fees from the reimbursement process, except as previously outlined. The total refund amount will be adjusted to account for any applicable restocking fees and additional fees related to your return.