Política de reembolso

This policy applies to electric scooters as well as electric-assisted bicycles.

Returns Policy

14-Day Return Period for Unopened Items

Within 14 natural days after the delivery of the product, you can return the electric scooter or electric-assisted bicycle, provided that the following conditions are met simultaneously:

• The product is brand new and has never been used.

• The vehicle has not been ridden, assembled or charged.

• All original packaging, accessories, manuals and labels remain intact.

• This product is not a custom order or a specially configured item.

Return Shipping

• If the reason for the return is our responsibility (wrong shipment of goods, defects upon arrival, damage during transportation): The return shipping cost will be borne by us.

If the user receives the goods but does not use them, and discovers quality issues within 7 days and cannot solve them by sending accessories for replacement on their own; we support the return.

• If the return is due to the customer's personal reasons (such as changing their mind, ordering the wrong model, or not liking the product): The entire return shipping cost will be borne by the customer.

•If the customer does not use our "Return Form" for the return, the buyer will be responsible for the courier fee and the warehouse operation fee of 4.5 euros (there is a risk that the self-ordered courier may be rejected by the warehouse).

•For returns due to product quality issues, they can only be returned after our company confirms and agrees.

Return Process

Important Note: To initiate a return, please contact us at

primerouteshop@gmail.com and follow the steps below. Returns not following this process will not be refunded.

Submit a Request:Contact primerouteshop@gmail.com to start your return. Include videos and photos of all packaging and items.

Review of Request:We’ll review your return request based on your order details and the condition of the product.

Obtain a Shipping Label and Return the Item: We’ll provide a shipping label via email for you to return the approved items. In some cases, you may need to arrange your own return shipping.

Refund: Once we receive and inspect the returned items, your refund will be processed within 7 business days. Please note, we cannot issue refunds while packages are in transit.

Additional Return Information

For the pick-up and return service at the customer's location, please provide the exact date and address for the courier pick-up 2 working days in advance. Please prepare the goods and accessories that need to be returned (note: regardless of whether the pick-up is successful, the logistics company will charge based on the number of pick-ups).

If returning goods by self-delivery to the designated outlet, please notify our company one working day in advance and provide us with accurate information about the returned items, including name, address, contact number and email.

Please provide accurate recipient address information. If the delivery address is incorrect, the courier cannot be reached, or there are any other abnormal situations such as access control at the receiving location, resulting in the failure of the package delivery and its return to the warehouse, you will be responsible for the cost of the return operation.

After the return form is produced, any changes to the information will incur a charge from the courier company. The fee for reissuing the form is 3.5 euros per change (there is a risk in changing the information. After changing the details, there is no guarantee that the package will be successfully delivered. Please confirm the recipient information before placing the order).

Packing and Shipping Your Return

You need to clean the car thoroughly in advance, especially on the following parts: the frame, handlebars, front and rear wheels, and the rear cover. After cleaning, please take clear photos and send them back (uncleaned cars will affect the refund amount). Pack it up exactly as it was when received.

Please return all the accessories and manuals. If any accessories are missing, the cost of sending the corresponding supplementary accessories should be deducted.

Please print out the return form and affix it to the outer box (the return form must completely cover the original shipping and delivery form). Also, arrange for six-sided photos of the package to be taken outside, in case the courier scanner malfunctions and the package is returned by the shipping party midway.

For returns by self-delivery from the collection point, starting from the day the return form is received, the buyer must send the returned items within 7 working days and provide the shipping voucher. If the items are returned overdue, our company reserves the right to reject the buyer's refund request.

For Pick-up and return at the door, starting from the day when it is confirmed that the return requirements are met, you must make an appointment with the courier to deliver the package to the courier and provide the shipping voucher within 7 working days. If the package is not delivered within this time, our company has the right to refuse the buyer's request for a refund. If time is not available, it is recommended to use the self-delivery service point for returns.

After handing over the returned package to the courier, please keep the delivery receipt signed by the courier (on the second page of the return form) and take a photo to send back (if there is a case of lost delivery by the courier, the delivery receipt is needed for claim).

After we enter the claim process, we can proceed with the refund. Generally, if the package is not signed for after more than 21 days, we can start the claim process for the lost item. It will take about one week for the formal claim process to begin, and then we can arrange for the refund. (On average, it takes 7-8 months for us to actually receive the compensation, and the claim success rate is 50%). That is to say, for cases where the package is lost, the compensation will be given approximately one month later. Please be patient and wait.

Lost or Damaged Packages

If the package is lost or damaged during transportation:

Please contact us by email within 2 days of the estimated delivery date, providing the order number and photos of the damaged goods/outer packaging.

We have initiated a claim process for the logistics service; after the logistics investigation is completed, we will arrange for a replacement shipment or a refund for you.

Important Information

When the courier delivers the package, if the outer packaging shows obvious damage, please refuse to sign for it. If you sign for the package, it is assumed that there is no problem with the package. After unpacking, if the products are damaged, our company cannot claim compensation from the logistics company. The related losses will be borne by you personally.

If the package is damaged during non-contact delivery, please take a photo of the package before unpacking (make sure the damaged area is clearly visible, and the photo should also clearly show the shipping label information). After unpacking, take another photo of the product. In this case, claiming compensation from the logistics company may not always be successful. It is recommended that you try not to provide an address for non-contact delivery collection.

• Minor scratches on the vehicle body do not constitute a quality issue of the product. If you are concerned, please place your order with caution. After receiving the goods, if you apply for a return due to this reason and the vehicle has not been used, it will be processed as a "no-reason return". The returned items' costs will be borne by yourself. The refund amount will be arranged based on the product's return status. If it affects the secondary sale, a full refund cannot be arranged.

• The vehicle does not come with a road usage certificate. Please proceed with the order with caution. After receiving the product, if you apply for a return due to this reason and have not used the scooter/bicycle, it will be processed as a "no-reason return". The return fee will be borne by you. The refund amount will be arranged based on the product's return status. If it affects the resale, a full refund cannot be arranged.

Questions related to returns and exchanges：primerouteshop@gmail.com