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    Common Questions About Warranty

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    [WARRANTY] WHAT IS THE WARRANTY COVERAGE?

    All EMOVE products come with a 1-year limited warranty policy.
    All other VORO products except items on sale come with a 6-months limited warranty policy.

    If your product experiences damage after the warranty expires, we stock spare parts for all products at a reasonable rate.
    For full warranty coverage, please check our Warranty Policy.

    [WARRANTY] THE ISSUE IS NOT COVERED BY WARRANTY, WHAT ARE MY OPTIONS?

    VORO offers support for all current models and can assist you in purchasing parts or locating a local repair service. For assistance, please feel free to contact us at support@voromotors.com 

    [WARRANTY] MY ELECTRIC SCOOTER HAS SCRATCHES AND SCUFFS. IS IT STILL COVERED UNDER WARRANTY?

    If it is badly scratched upon arrival, you are entitled to refuse the package back to us at no cost. We will be more than happy to issue you a 1-1 exchange.

    Simply email us at support@voromotors.com

    [WARRANTY] WHAT IS THE WARRANTY CLAIM PROCESS?

    • Simply submit a warranty claim to support@voromotors.com and upload a copy of your receipt and a photo of the item, with a description of the issue.
    • Our support team will diagnose and troubleshoot your issue.
    • If the troubleshooting is unsuccessful and the board is within warranty, we will provide an RMA number and prepaid label which enables you to send the item to our facility for repair or replacement
    • The item must be shipped within 7 days of RMA issuance or it will be refused and returned to sender
    • Upon receipt, your item will be inspected, diagnosed and repaired or replaced. Typical turnaround time is 10-14 business days
    • Return shipping will be covered on any repairs or replacements completed under the warranty.
    • If our support technicians deem that there is no manufacturing defect found at the time of diagnosis, the customer will be responsible for repair and return shipping costs

    [WARRANTY] I RECEIVED THIS AS A GIFT, HOW DO I CLAIM WARRANTY?

    In order to file a warranty claim, we will need a receipt or proof of purchase. We will do our best to assist you in locating the receipt from a retail gift registry purchase. Alternatively, you can try contacting the gift giver or the store for purchase confirmation.

    [WARRANTY] I CANNOT FIND MY RECEIPT OR PROOF OF PURCHASE, WHAT CAN I DO?

    All warranty replacements must be validated with proof of purchase. If you cannot locate your receipt, please contact us directly.

    [WARRANTY] WHAT DO I NEED BEFORE FILING A WARRANTY CLAIM?

    Please have the following handy when you go to file your warranty claim:

    • Proof of purchase – receipt from the retailer
    • Serial number or Order ID
    • Picture and video of the damage/issue faced
    • Description of how the damage occurred
    • Name and shipping address

    With these information made ready, it will be a smoother warranty claim process.

    [WARRANTY] ARE WATER DAMAGES COVERED BY WARRANTY?

    Water damage is not covered by warranty. Generally speaking the electronic components on all of our devices are sealed, from the motor to battery to head unit. Our products are water-resistant, but not water-proof and expected to be able to handle minimal water without any issues.

    If possible, try not to completely submerge your product. If you fall into the water, make sure it is recovered quickly and allow it to dry off. If caught in unexpected rain, locate shelter immediately to preserve the functionality of your device.

    Common Questions About Return & Refund

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    [RETURN & EXCHANGE] I WOULD LIKE A RETURN/REFUND. HOW DO I CHECK IF I QUALIFY?

    Our return and exchange policy is fair for both buyers and seller. Do ensure that you fit the criteria before requesting for a return.

    You can find more details here.

    [RETURN & REFUND] DO YOU OFFER FREE RETURNS?

    Products purchased through an authorised retailer must follow the return policies of the retailer and cannot be returned to VORO directly.

    For purchases made directly at voromotors.com please review our return policy. Then simply contact our team at support@voromotors.com for assistance with your return.

    To make it simple, here is a summary.

    Free return only qualifies under the following:

    If the product is dead on arrival (Extremely highly unlikely since we QC every unit thoroughly before shipment. Unless the UPS truck topples over or something)
    If there is a manufacturer defect upon arrival (You can find this out by riding the scooter within the first day)

    20% restocking fee only applies:

    • If you bought the scooter and you decided it is not for you
    • If you simply just change your mind and do not want it
    • If you decide that you prefer a bike instead
    • You just want your money back because your next paycheck delayed (You will be surprised the requests that we received)
    • And any other reasonable claims


    Please be fair to us. We are just humans working behind the scene, around the clock trying to do a good job serving every rider. VORO, Inc. has never raised a single cent of investment, bank loans - We have been self-funded since day one, growing by serving 1 customer at a time. We are not the size of Amazon or companies like Boosted, who raised hundreds of millions of investment capital to provide crazy return policy - Which by the way, has shut down as of 2020. We have an entire team of real people working behind the scenes trying to serve every single inquiry and question. We stock spare parts and components to ensure all riders' needs are taken care of.

    [RETURNS & REFUNDS] ORDER CANCELLATION

    As long as we have not shipped your order, you are able to cancel it with no questions asked.

    Once your order has been shipped, it will have to go through our return policy. Please be fair to us!

    Email us at support@voromotors.com to process for cancellation.

    [RETURNS & REFUND] WHEN WILL I GET MY REFUND AFTER I HAVE CANCELLED MY ORDER?

    All cancellation process will take up to 1 business day. Subsequently, the funds will be processed back to your original payment method within 5-7 business days depending on your bank.

    Still Need Help?

    Contact us directly, we are always happy to help.

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