OFFICIAL UK DUALTRON SITE - FREE Next Day Delivery, 0% FINANCE WITH KLARNA
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      Returns

      ALL E-SCOOTERS COME WITH A WARRANTY, PLEASE CHECK EACH E-SCOOTER FOR WARRANTY INFORMATION.

      If you change your mind after placing an order and your goods have not yet shipped, you may be able to cancel your order. Please email us immediately at orders@dualtron-uk.com

      Returns - Change of Mind

      Our refund policy lasts 14 days. If you change your mind and you no longer want your product please get in touch with us within 14 days of receiving your order. You will then have 14 days to return it to us.  If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require an order number, please also include the reason fro the return. Please email us at orders@dualtron-uk.com to initiate the return.

      Please note that we will not pay for shipping on returns and we will deduct the return shipping cost of £30 from any scooter refund. We can send you a return shipping label and you will need to take it to your nearest drop off point. The scooter must be in the original box.

      To obtain a full refund, the goods must be returned in an “as new” condition with all components included in their original packaging. “As new” condition is defined as unridden.

      Please allow 3 working days for the team to inspect your goods. Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

      We may make a deduction from the refund amount for the loss of value of any goods supplied if the loss is the result of unnecessary handling by you.  To obtain a full refund, the goods must be returned in “as new” condition and in their original packaging with the charger, all accessories, manual and anything else that came with the product. If the goods are not returned is an "as new" condition we have the right to refuse the refund. This will be managed on a case by case basis. If you have mislaid the original packaging for an electric scooter, please let us know and we can provide a replacement box at a cost.

      None of this affects your statutory consumer rights.
      Returns - Damaged or Faulty within 14 days of delivery

      If your goods are damaged or develop a manufacturing fault during normal use (this will be outlined in the manufacturer’s manual) within 14 days of you receiving them, please contact us at: orders@dualtron-uk.com and you will be entitled to a repair, exchange or refund  if a fault is confirmed by a member of our specialist service team. Please include your name, Order number and any information about the fault. We will always ask for pictures or video's so that we can determine the problem as there might be an easy fix.

      We will call you to discuss the issue before sending you a shipping label so that you can send the goods back to us we which will be free of charge. 

      All returns are assessed by a member of our specialist service team and the fault must be confirmed by our team before any further action can be taken. This process can take up to 3 working days.

      All parts must be returned in the box with your scooter and this includes the charger, manual and anything else that was in the box.

      If our service team do not confirm a fault with the goods, the goods will be returned straight back to you. We will charge you for the shipping costs (pick up and drop back). 

      Returns - Damaged & Faulty items after 14 days of delivery

      If your E-Scooter develops a manufacturing fault through normal use (as outlined in the manufacturer’s manual) after the initial 14 day period, please email us at orders@dualtron-uk.com and we will advise and support you on next steps. We may ask you to send us pictures and videos of the fault which we will asses.  Next steps may include a free repair at our service centre under warranty or a replacement, depending on the fault if a fault is confirmed by our team.

      WARRANTY INFORMATION 

      We always quality check stock so there should not be any issues with your scooter, however if there are any defects that slip through we will work hard to fix these immediately.

      WHAT’S NOT INCLUDED?

      General wear and tear or any damage caused by misuse is not covered. The warranty covers you solely against manufacturing faults. If the product or parts are not covered by the warranty a quote will be supplied for repair or replacement and the cost of returning the product or parts back to you. 

      Accidental or crash damage, attempting tricks, water damage, exceeding the weight limit, changing settings or anything else that results in damage caused by the user is not covered by the warranty. Our scooters are hard wearing and through normal use will last for a long period of time.  

      Late or missing refunds: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at orders@dualtron-uk.com. Refunds can take up to 14 days.

      Please note that, we cannot accept electric scooter returns without all original packaging and accessories, including the original box, manuals, cables, charger and all other items originally included with it. The scooter needs to be re sellable. We cannot accept a return if the scooter has shown to be misused and damaged through miss-use, been customised or altered in any way.

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