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Frequently Asked Questions
Here’s the oracle from our team of e-scooter experts. At Pure Electric we are passionate about providing dedicated customer support, so you get total peace of mind with every electric scooter.
1.How old do you need to be to ride an adult electric scooter?
We recommend all riders are at least 16 years of age before riding an electric scooter.
2.Can you use an electric scooter in the rain?
This depends on the model’s IP rating.
An IP rating of 5 or higher indicates water resistance – models that can be ridden in the rain (the second digit of an IP rating refers to water ingress). Find out more on the subject by checking out our handy blog post on are all scooters waterproof here
Or view our water resistant Pure Air Electric Scooters, which have been designed to be protected in all UK weather conditions.
Remember: it’s always worth checking that the model’s warranty also covers water resistance to the IP rating standard. This is a good sign of the manufacturer’s confidence in the quality of its products and ensures that you’ll be covered if something goes wrong."
3.Do you offer Finance / Buy Now Pay Later?
4.How long does it take to deliver?
2-7days delivery. Due to Covid-19 our couriers are are experiencing extremely high volumes and reduced staff that has caused delays within their network. We are working hard to ensure all orders arrive in a prompt and timely manner. "
5.Cancelling Your Order
If you would like to cancel your order, please contact us immediately via our email address: firstname.lastname@example.org. Please include your order number when contacting us.
If your order has not yet left our warehouse, we should be able to stop it shipping, and issue you a refund immediately.
If your order is in transit, or has already been delivered, you will need to arrange a return with us."
6.My Electric scooter is faulty/damaged?
Faulty electric scooter – Less than 14 days post-delivery
If your electric scooter arrives damaged or develops a manufacturing fault during normal use (as outlined in the manufacturer’s manual) within 14 days of you receiving it you are entitled to a repair, replacement or refund.
To initiate this process, you need to contact us via our email address: email@example.com
Please include your order number, information about the fault, and any pictures/videos that demonstrate the problem. You can also let us know whether you want a refund, repair or replacement in this initial email.
Following an initial phone based assessment, we will arrange collection / drop off location free of charge, and will arrange for a repair, replacement or refund.
Please note – All returns are assessed by a Iscooter Electric representative and the fault must be confirmed before further action can be taken. The assessment process can take up to 3 days.
All components must be returned in the box with your scooter. See above pricing for unreturned items.
If no fault is confirmed the scooter will be returned to you. We may charge you to return the scooter in these circumstances.
Faulty electric scooter – More than 14 days post-delivery
If your scooter develops a fault through normal use (as outlined in the manufacturer’s manual) after the initial 14 days period you may still be entitled to have your scooter repaired at no cost to yourself. We will assess the fault via phone and email to confirm that the scooter we supplied was defective before agreeing to provide a free repair.
If you find yourself in this position, please contact us via our email address:firstname.lastname@example.org and we will support you through the next steps, which may include facilitating a repair or replacement via the Manufacturer, under their warranty.
Please note – any fault caused due to misuse of the scooter including water ingress or external damage is not covered by this policy. Please ensure your read the manual in detail before using your electric scooter to avoid voiding your warranty.
7.What is the warranty with this product?
Components Subject to Wear 3 months,Other Components - 1 year
2~7 days arrival.United Kingdom, Ireland, Ships from UK,
See the delivery FAQs for details on shipping policy
RETURNS AND EXCHANGES
Easy and complimentary, within 30 days
See conditions and procedure in our returd policy FAQs