Return & Refund

At iScooter, customer satisfaction is always our top priority. Our dedicated quality control and quality assurance teams will inspect your items before shipping. Our product quality is guaranteed.

Our Promise

Simple & efficient: iScooter provides a straightforward warranty process.

Order Cancellation

To cancel your order, please follow these steps:

1. Log in to your account on our website.
2. Once logged in, navigate to the "My Account" section.
3. Under the "Order Details" section, locate the specific order you wish to cancel.
4. Please know that cancel requests are only available during the first 90 minutes after you placed your order.
5. Click on the "Cancel Order" button to initiate the cancellation process.

If the order has already been shipped, it cannot be canceled. Please wait for delivery and contact us within 30 days of receiving your order to initiate a return. Once the goods are returned to the warehouse, we will process the refund after deducting the restocking fee and shipping fee according to the return and refund procedure.

Rejecting an order upon delivery or failing to follow the proper return process may result in loss during transit or rejection at our warehouse, which could void your eligibility for a refund or replacement.

Situations Applicable for Unconditional Refund

• The customer cancels the order before the package is shipped.
• Receives incorrect or defective goods.

Situations Applicable for Quality Issues

• Accept exchange or return (iScooter will cover return shipping costs).
• Provide necessary accessories for repair free of charge.
• Accept partial refunds.

Situations Applicable for Order Cancellation

• Cancellation before package shipment: Full refund accepted.
• Cancellation after package shipment: A 35 CAD fee will be charged for interception, with no guarantee of success. If interception fails, the customer may return the product upon receipt, with return shipping costs borne by the customer and a 10% restocking fee applied.

Situations Applicable for Accessory Returns

• Receives incorrect accessories: Free replacement or full refund.
• Damaged or missing accessories: Free delivery of accessories or partial refund.
• Accessories purchased separately are not returnable.

Trigger Conditions for Restocking Fees and Shipping Costs

• The package shipped and interception failed.
• Return or exchange due to non-quality issues.

Conditions to Initiate Return or Exchange Process

1. All returns and refunds must be completed within 30 days of receiving the scooter.
2. All exchanges must be completed within 14 days of receiving the scooter. (Exchanges apply only to non-quality issue products and are limited to electric scooters that are unused, unopened, unworn, and have less than 10 miles on the odometer.)
3. All returns are subject to handling fees, restocking fees, and shipping costs at the customer’s expense. (Return shipping costs may be waived for quality issues, depending on the circumstances.)
4. All returns require the original packaging materials and shipping box. Accessories must be returned together with the scooter; otherwise, a fee will be deducted. The scooter must show no signs of wear, dirt, scratches, or use, and the packaging and condition must be the same as when received, with all items (battery, charger, keys, hardware, etc.) included in the box. If the packaging or shipping box is damaged or discarded, the customer will forfeit the right to return the product due to defects or other reasons.
5. Fees

• Shipping cost per electric scooter: $70-$110 CAD.
• If the customer requests re-delivery, an additional shipping fee of $70-$110 CAD per electric scooter will apply.
• Shipping fees are non-refundable.

• Within 30 days: For defect-free products or products no longer needed, the buyer must bear return shipping costs and a 25% restocking fee.
• 31–120 days: Refund amount ranges from 25% to 50%, depending on the actual issue and circumstances. Shipping fees are non-refundable.
• Over 120 days: Refunds are not accepted.

• Within 14 days – Same model but different color: Return shipping cost is $70-$110 CAD per unit, plus a 10% restocking fee.
• Within 14 days – Different model: Return shipping cost is $70-$110 CAD per unit, plus the corresponding price difference and a 10% restocking fee.
• Over 14 days: Exchanges are not permitted.

Change Address

Address change requests must be made on the order date. Otherwise, we cannot guarantee that the update will be processed before the order is completed.

Note: The order has been shipped once the tracking number is generated.

For any Issues, Please Contact us and Follow our Warranty Process.

To initiate a return for an exchange or refund, please email us at support@iscooterglobal.com stating your reason for return and attach images/video of the product, provide your order number. Once your request is approved, you can return the item to our US warehouse and request the tracking numbers of your item(s). Items sent back to us without first requesting a return will not be accepted. 

Easy Steps to Return or Exchange

• Step 1: Log into your account HERE, make sure the Email address is matched to the one you placed the order.
• Step 2: Ensure that you have met all return request criteria and upload all necessary documents and pictures.
• Step 3: Upon confirmation, ship the product back to us by using the shipping label on the return page.
• Pack the product in original packaging or a sturdy box to ensure it will arrive undamaged. This is the customer's responsibility.
• Once the products are received and verified, you will receive a confirmation email with the details of your refund. We will process the refund within 5 business days.

Items that you Cannot Return

1. Accessories must be returned together with the scooter. Otherwise, a certain fee will be deducted.
2. Accessories purchased separately are not returnable.

Note:

1. Customer should keep the box all the time or provide a similar box.
2. Damaged or missing accessories free to send corresponding accessories or accept a partial refund.
3. Any separately purchased accessories are not covered by the warranty service.
4. About refund difference price.
（1）Partial refund of the difference price within 30 days.
（2）Not acceptable(can send free gift) over 30 days.
5. If the customer provides the wrong delivery address or refuses to accept the package due to non-quality issues or does not want the package, an extra $70 - 110 CAD will be charged for the shipping cost of each package. We are not responsible for the loss of the package to an incorrect delivery address.
6. For returned items or items for exchange, we will need 3-6 business days upon receiving your item(s) to process the solution.
After this time, the refund time frame is as follows:
（1）Paypal account refunds: up to 48 hours.
（2）Credit card refunds: between 7-14 business days.
（3）We don't refund after your order has shipped out.
7. About the returned items
（1）Returned items are severely damaged due to improper packaging, we will deduce 40% of the product amount as handling fee.
（2）Returned items without packaging, we will deduce 80% of the product amount as handling fee.  

Customer service: support@iscooterglobal.com