UK Deliveries

• FREE UK Standard Delivery on all orders
• Orders are sent via APC, DX, Royal Mail or UPS

UK Return & Refund Policy 

• Orders can be returned within 60 days of receipt
• The products must be in their original packaging, with all tags and in original condition
• The cost of returning E-Bikes and E-Scooters needs to be covered by the customer except products that are faulty or damaged upon delivery.
• Returns are free for accessories and other smaller items.
• For faulty or damaged items, please contact Mountain warehouse Customer Service team

Return method: 

• To return E-Bikes and E-Scooters, begin the returns process by contacting Mountain Warehouse Customer Care
• To return accessories and smaller items, create your freepost return label at https://www.royalmail.com/track-my-return/create/6113 and bring your item to any Post Office and keep the tracking receipt as proof of return.
• To find your local drop off point visit https://www.royalmail.com/services-near-you#/ 
• Please retain proof of postage until it has been confirmed that your refund has been processed. 
• Please note that items sold by Moov Electric cannot be returned to Mountain Warehouse stores.

WARRANTY DETAILS

If you have received a faulty product, please contact Mountain Warehouse straight away. Please attach any photos or videos of the fault on the email. Please ensure you do not ride the e-scooter as once you have ridden the e-scooter if broken, we are unable to replace the item. 

If your e-scooter develops a manufacturing fault through normal use (as outlined in the manufacturer’s manual) then please use the following link to claim a warranty repair: 

https://support.mountainwarehouse.com/hc/en-gb/requests/new

The following information needs to be sent to log a claim with the service centre: 

• Customer name:
• Email address:
• Phone number: 
• Collection address:
• Serial number of scooter (usually found on the tyre or deck):  
• Proof of purchase (attach the order invoice or receipt):
• Fault description (ideally include photos and videos):

Our after-sale assistance does not include faults that have been caused by:  

• incorrect usage or adjustments, lack of maintenance and/or use of the products that is not in compliance with the manufacturer’s instructions booklet
• conditions, malfunctions or damage caused by the use of non-original parts or unauthorised circuit and configuration change
• collisions, accidental falls, crashes or punctures of the products
• use, exposure or storage of the products in an inappropriate environment (rain, mud, exposure to moisture or excessive heat, contact with sand or other substances)
• lack of maintenance or improper use of the battery and tyres
• improper use of the products including riding the e-scooter with more than one rider   
• maintenance, repairs and/or technical interventions carried out by unauthorised third parties, the use of non-original spare parts and issues that arise from self-modifications
• malfunctions or damage caused by or during the time that a user is under the influence of drugs or alcohol 
• fractures/ damage or loss of plastic parts inclusive of the charging port, handlebar switches and plastic flaps.