Refund & Returns

Return Policy

Last updated: 1st March 2025

E-Scooters

You may return your e-scooter within 14 days of delivery if you have changed your mind.

To qualify for a refund:

  • We recommend keeping the original box. A replacement box is available for £15 if required.
  • The e-scooter must be returned unused, with all components, accessories and packaging included in the original box.
  • If the scooter is returned without its original packaging, the purchaser accepts full responsibility for any damage sustained during transit and any resulting loss in value.
  • Refurbished e-scooters must have less than 1km recorded on the odometer.
  • Brand new e-scooters must have 0km recorded on the odometer.
  • A £20 delivery and collection charge will be deducted from the refund.

Bikes & E-Bikes

You may return your bike or e-bike within 30 days of delivery if you have changed your mind.

We understand that your bike or e-bike may have been ridden during this period. To qualify for a refund:

  • A fair usage allowance of 15 miles applies. Any mileage above this will be charged at £5 per additional mile.
  • We recommend keeping the original box. A replacement box is available for £30 if required.
  • The bike must be returned in excellent condition with all components, keys, accessories, manuals and original packaging.
  • If returned without the original packaging, the purchaser accepts full responsibility for any damage sustained during transit and any resulting loss in value.
  • The bike must not show excessive wear and should be returned in a clean and presentable condition.
  • Accessories fitted by our team will incur a deduction of £10 per accessory to cover fitting and removal costs.
  • A £50 delivery and collection charge will be deducted from the refund.

Parts & Accessories

You may return parts and accessories within 14 days of delivery if you have changed your mind.

Non-Faulty Items

  • Non-faulty unwanted items may be returned within 14 days of delivery for a refund.
  • Please contact our Customer Service team via live chat or email before returning your item.
  • Clearly mark your parcel with your order number.
  • The original postage cost will be deducted from your refund.

Faulty Items

  • Faulty parts or accessories may be returned free of charge within 14 days.
  • Please contact our Customer Service team via email to obtain a prepaid return label.

Please Note: Only attach shipping labels to the outer shipping packaging. Do not attach labels directly to the product packaging.

Refund Process

Once your returned item has been inspected and approved, we will ask you to confirm that you accept the refund amount.

Refunds will be processed to your original payment method within 3–5 working days of approval. Depending on your bank, it may take up to 5 working days for the funds to appear in your account.

Please note that any damage, defects caused after delivery, missing items, excessive wear, or mileage beyond the stated limits may affect the final refund amount.

Cancelling Your Order

Before Dispatch

If you wish to cancel your order before it has been dispatched, please contact our Customer Service team by emailing info@ridezero.co.uk, quoting your order number.

If your order has not yet left our warehouse, we will cancel it and issue a full refund.

After Dispatch

As we aim to dispatch orders as quickly as possible, your order may already have left our warehouse.

If this has happened, we will advise you accordingly and help you arrange a return in line with our returns policy.