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Warranty & Returns FAQ

Common Questions About Warranty

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What is the warranty coverage?

All new EMOVE, Kaabo, and Dualtron electric scooters purchased through VORO and its dealers come with a standard one (1) year limited warranty. All other VORO products including certified refurbished models come with a 6 month limited warranty policy with the exception of some sale items, unless otherwise stated on the product page.

If your product gets damaged or needs repair outside of the warranty period, you can DIY repairs as we have spare parts and accessories in our store.

For more information on the VORO warranty policy, please read Warranty Policy.

Do you offer longer warranty terms?

Yes, you can purchase product protection plans with a third party partner, Extend, to increase the term to up to 4 years total.

With this service, you can purchase 1, 2 or 3 years of product protection that continues following your VORO warranty.

For example, if you purchase a refurbished EMOVE Cruiser with a 6 month warranty, you could add 1 year product protection from Extend for a total 18-month term.

The longest term that we offer is 4 years (1 year VORO limited warranty + 3 years product protection from Extend).

How can you get product protection with Extend? Add Extend product protection to the cart when you purchase the scooter. We'll also send your reminder invitations by email, so you can add product protection before your VoroMotors warranty period expires.

Please note that Extend product protection is only available to customers in the continental U.S. and District of Columbia.

Learn more about Extend: https://www.voromotors.com/pages/extend-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 

My electric scooter has scratches and scruffs. Is it still covered under warranty?

If your scooter arrives badly scratched upon arrive, you are entitled to refuse the package and return to us at no cost. We are more than happy to issue you a 1-1 exchange.
 

Simply email us at support@voromotors.com

What is the warranty claim process for U.S. customers?

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 troubleshooting is unsuccessful and the product 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.

If the claim is made within the first 30 days, the cost of parts, cost of repairs and inbound/outbound shipping are covered under warranty for customers in the continental United States. If the claim is made after the first 30 days, the cost of parts is covered by the warranty, but cost of repairs and inbound/outbound shipping are the customer's responsibilitiy.

If the claim is made within the first 30 days, the cost of parts and cost of repairs are covered by the warranty for customers in Alaska and Hawaii. Inbound/Outbound shipping is the responsibility of the customer throughout the warranty claim process. If the claim is made after the first 30 days, the cost of repairs as well as shipping are the customer's responsibility.

If our support technicians deem that there is no manufacturing defect found at the time of diagnosis, the customer will be responsible for repair costs and return shipping costs.

For international customers, please read the next FAQ.

What is the warranty claim process for international customers?

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 troubleshooting is unsuccessful and the product 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.

If the claim is made within the first 30 days, the cost of parts and cost of repairs are covered by the warranty for international customers. Inbound/Outbound shipping is the responsibility of the customer throughout the warranty claim process. If the claim is made after the first 30 days, the cost of parts is covered under warranty but cost of repairs as well as shipping are the customer's responsibility.

If our support technicians deem that there is no manufacturing defect found at the time of diagnosis, the customer will be responsible for repair costs and return shipping costs.

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.

I can't 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.

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.

Is water damage covered by warranty?

No, water damage is not covered by the warranty.

Our products are built durably, but misuse, improper care and sometimes accidents (like getting caught in an unexpected rainstorm) can cause water damage. Water resistance ratings provide a general standard for how well an electronic device is built to withstand water (and debris) under different conditions. Very few electronic products can withstand submersion in water for any period of time.

It's important that if you should get your device wet, you do your best to dry it out and check for any water damage to prevent voiding the warranty. Some components can purge the water or will dry out easily, whileother components, like the horn speaker for the Cruiser, does not have a purging function.

All electronic companies limit their warranty against water damage, even on products with water resistance ratings, as it can be so catastrophic to the behavior and performance of the device.

Common Questions About Returns & Refunds

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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.

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.

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.

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.

If you made your purchase using cryptocurrency (Bitcoin (BTC) or Ethereum (ETH)), you will receive a current rate refund. The refunded amount will be calculated using the rate at the time the refund is made. The crypto amount will likely be different than the original amount, but its value will be returned at the current exchange rate.

Can't Find What You're Looking For?

Still not sure what you're looking for or where to go? No problem! We can guide you through it with one of our many customer support options. We're here for you pre-purchase, post-purchase, and for the long run!