Replacement or Refund Statement:
Return and Refund Steps:
- If your order is within 30 days purchasing, if it has quality problem, you can contact us via email@example.com, we provide replacement service, we will give you a return lable, you pack the product well completely, wait logistics company staff go to your place to take it
- once you confirm it is shipped on the way back to our warehouse, you tell us via firstname.lastname@example.org, we will keep tracking the order shipping status
- Once we confirm the order that has problem shipped back to our warehouse, we will refund or ship a new one for you
- Please do not unilaterally send electric scooters to any address on our website without authorization, because we have warehouses in Europe and need to be sent to the European warehouse before we can exchange the goods for you or refund you.
AOVO Refund Statement:
About related products purchased at AOVO store, especially electric scooters:
If there is a quality problem within one month of use, and the quality problem can not be solved under the guidance of AOVO engineer, our company will provide a full refund.
If there is a quality problem within two months of use, and the quality problem can not be solved under the guidance of AOVO engineer, our company will provide a 2/3 refund.
If there is a quality problem within three months of use, and the quality problem can not be solved under the guidance of AOVO engineer,our company will provide a 1/3 refund
If there is a quality problem exceed three months of use, our company only accept repairs, don’t support refund
Questions about re-ship of electric scooter batteries:
From the date of delivery, if the product has a battery problem within 30 days, for example, it cannot be turned on, AOVO can provide free repair service in terms of the battery problem, cos we have repairs site in the UK and wearehouse in Germany.
From the date of delivery, if the product is used within 30 to 90 days, and there is a battery problem that cannot be turned on, AOVO needs to reissue the battery, and the customer needs to bear half of the battery cost.
From the date of delivery, if the product cannot be turned on for more than 90 days, the customer shall bear the full cost of battery purchase.
The time limit for accepting returns and the refund concrete conditions
Within 30 days after the customer receives the goods, we provide conditional return service. The specific conditions include:
- No intentional and obvious man-made damage
- The packaging must be complete, including shock-proof foam, so as not to cause damage to the product during transportation and return
- Must not be used for brute force testing
- Don’t ask for a return after renting it to others
- Don’t request a return after missing the accessories artificially
- To request a return, you need to submit a video of the product with quality problems to the customer service, support E-Mail: email@example.com, once the AOVO engineer confirms that the product has a quality problem, the customer can ask for return & refund
- 30 days refund guarantee and refund steps
After the customer receives the AOVO scooter if the product has quality problems, the Customer has the right to request a return and refund him in 30 days, If the damage is obvious deliberately, AOVO has the right to refuse a refund or provide a half-price refund. After the AOVO warehouse personnel confirm receipt of the returned product, the check will be correct, and the refund will be issued to the customer, so please be patient before sending the product back.
It may need 7 days to arrive at our Germany warehouse after you shipped the products with problems back, just need to wait patiently. then you will get your money back in 3 days after our warehouse staff confirms that you have sent your products with the problem back, all of the processing will need almost 10 days.
Shipping Fee: 30EUR, Check out via the link: https://www.aovoscooter.com/product/aovo-partial-repairs-fee-and-shipping-fee/
- 30 days replacement guarantee
For customers who have used the product for more than 14 days but within 30 days after receiving the product, AOVO has the right to refuse a refund, but AOVO can accept exchanges. In other words, within 30 days, if the product has quality problems, the customer has the right to replace a new product, which is reasonable for the customer， The premise is that it must not be intentionally damaged
Shipping Fee & Partial exchange fee: 50EUR: Check out via the link: https://www.aovoscooter.com/product/aovo-official-shipping-fee-for-return-refund/
- 90 days repairs providing warranty
For customers who use it for more than 30 days and within 90 days, our company can provide maintenance services, that is, customers have the right to send back to AOVO German warehouse for repair. Just contact the AOVO staff, the contact method is E-Mail: firstname.lastname@example.org , after our warehouse staff receives the product with a problem, they will repair it, it is expected to be sent to the customer within 10 days. The repair time is estimated to be 10 days, and the transportation time is estimated to be 4-8 days. It takes 15-20 days in total.
- 180 days accessories providing warranty
For customers who have used it for more than 90 days but not more than 180 days, AOVO can provide spare parts replacement services, except for batteries. As batteries are inevitable consumables, our company does not provide battery replacement services. And the shipping cost for battery replacement is too high. In other words, if your product has minor problems, such as broken mudguards, broken screws, loose electric scooter faucets, etc., our company can cooperate with the maintenance.
What does the customer need to do if wants to get a refund?
- Get contact via the E-mail: email@example.com, and issue requests that want to get a refund.
- Explain why you want to get a refund and provide the ordered product problem picture or video to show our sales-after staff, generally, we will consult an engineer from the factory to solve the problem, we will provide accessories service or repairs service because we have repairs site in the UK and the EU countries. If the problem indeed cannot be solved, we will issue a refund to you.
- After understanding the concrete situation, we will give the customer a Return Label, customer just needs to use the return label to ship the order back to our Germany warehouse, so that we can easily track the return order status. It may take 7 days.
- After the product is shipped back to our warehouse, and our staff in the warehouse confirm it is our electric scooter, not another product, we will refund the customer right now. all the processes might need almost 10 days, so the customer just needs to patiently wait.
Circumstances applicable to returns and refunds
Within 14 days after the customer receives the goods, we provide conditional return service. The specific conditions include
- The product cannot be used, such as battery failure.
- The product and the goods are not in the correct version.
- The product is seriously damaged due to logistics and transportation.
- The warehouse sends the wrong order.
- Within 14 days, the customer encounters a problem that cannot be solved after the after-sales communication, even if the engineer communicates.
- It is not artificially obvious and deliberately damaged, and shall not affect the secondary sales.
Replace or Refund shipping fee :
|Time||Customer Required||Shipping Fee||Cost|
|0-14 Days||Return||Free ( Quality Problem )||Full Refund|
|0-14 Days||Return||Free (No Reason Return)||Full Refund|
|0-14 Days||Repalcement||Free ( Quality Problem )||–|
|14-60 Days||Return/Repalcement||Not Responsible||Product Depreciation Fees|
|0-90 Days||Repair||Not Responsible||Free Accessoires Replacement and Repair|
Pay the shipping fee from this link: https://www.aovoscooter.com/product/aovo-partial-repairs-fee-and-shipping-fee/
AOVO Scooter has several warehouses in Europe, please contact customer service at firstname.lastname@example.org to get the address of the warehouse nearest you before returning the package.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
Return handling fee is free.
How soon will the user receive the refund?
When you initiate a refund, we will submit a refund application to your payment bank within 1-2 working day, and the bank will process the refund to your payment card within 2-5 working days. Counting from the date the customer initiates the refund, the refund will usually be received within 3~ 7 working days
Contact information for refund
You can contact us at any time via the chat button at the bottom left of the screen，it is the Chatra plugin. or via E-mail: email@example.com