All products purchased through our website must fullfill these conditions in order to be entitled for a return/exchange. Non-domestic orders (international orders) are not entitled for returns/exchange, due to the high cost of logistics and air shipping.
1. Unopened & Unused Merchandise (Electric Scooters Only)
2. Opened Merchandise (Electric Scooters Only) - 10 Mile Rule
*Please note that by applying, does not mean approval. VORO Motors reserves the rights to deny any application should there be any reason to do so.*
*Products purchased through an authorized retailer must follow the return policies of the retailer and cannot be returned to VORO directly.*
When electric scooters are returned, we assess the condition to determine what fees may apply. Whether the package was opened or unopened, customers may be charged up to 20% restocking given the following conditions.
Clear Signs of Use or DamagePackaging and Protection
The customer is responsible for properly packaging and ensuring that the electric scooter is returned undamaged and in working condition unless existing damage was reported prior to the return/exchange.
Electric scooters returned in heavily used condition with unreported damages and/or without the original packaging are subjected to an additional restocking fee amounting up to 20% of the original product purchase price.
VORO reserves the right to refuse your request for a return or exchange if the product fails to meet the criteria mentioned above. Here are some additional scenarios in which we may not accept a return or exchange.
1. International orders are not eligible for return/exchange.
3. If you do not provide a valid reason or claim performance as a reason, your electric scooter may not be eligible for return/exchange.
4. If you do not receive approval for the return/exchange before shipping it VORO, it will not be eligible for return/exchange.
5. If the electric scooter was used for competitions, rentals or commercial purposes, it will not be eligible for return/exchange.
6. If the electric scooter was a refurbished model or purchased at a discounted price, it will not be eligible for return/exchange.
7. If the electric scooter is not in compliance with local state/county laws, that is not an eligible reason for return/exchange.
Everyone at VORO works hard to ensure you get your products, especially your electric scooter, in the finest quality. Here are some exceptions we allow for returns/exchanges.
1. Items Damaged During Transit
2. Products Returned for Warranty Claims
Your VORO product (purchased on the VORO website or through an authorized retailer) has a limited 6-month or 1-year warranty covering parts due to manufacturer defect.
If a manufacturer defect arises during the warranty period, VORO will cover the shipping costs for the return unit to be shipped to us for repairs.
3. Electric Scooter Exchange Policy
As of June 10, 2020, VORO will no longer ship replacement units before the original units have been returned.
In an effort to provide the best for our customers, we had been sending out replacement units before receiving the original unit at our headquarters.
Unfortunately, we have too many incidents where the original unit was not as damaged as claimed while we sent a new, replacement unit. Some customers kept both the original and replacement electric scooters.
We ship replacement units to customers after we've received the original unit and verified any reported damage or issues, but please bear in mind that the process will take time. If you are located near one of our storefronts, we will happily speed up the process as much as possible.
If you choose not to wait for an exchange for your electric scooter, we are more than willing to offer a full refund when the electric scooter has been returned.
VORO offers free shipping as a convenience to our customers. We absorb the shipping fees, which can be costly. Because shipping is both expensive and time-consuming, we process returns and exchanges thoughtfully and carefully. For every return or exchange, our team performs a labor intensive inspection, detailing any and all issues with the electric scooter.
We do not charge customers for this inspection or for our continued customer service and support. However, return shipping and taxes are transferred to the customer should you choose to submit your electric scooter for an exchange/return.
We have growing team of genuine people working tirelessly to answer every inquiry and address all issues. Your satisfaction and trust are extremely important to us.
How Will I Receive My Reimbursement?
We will return the reimbursement to the means of payment you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement except as described above.