Refund policy
Returns & Refunds
Order cancellation before shipping 3% payment processor fee (refund of 97% of payment)
Return of an electric scooter including refused delivery - only unused scooters can be returned, within 14 days of delivery (0 miles, original packaging).
Cancellations and returns are subject to a processing fee of 3% for standard credit card transactions or 5% for orders placed via installment services (such as Shop Pay Installments or Klarna) to cover non-refundable merchant costs.
In addition, there's a $40 restocking fee + Cost for Return Shipping Label (depends on your location and scooter model - $30 to $150).
When selecting store credit instead of refund to the original payment method, the $40 restocking fee is waived ($10 for spare parts and accessories). Important: the processing fee and cost for the return shipping label still need to be paid.
Return of spare parts and accessories including refused delivery - only unused products can be returned, within 14 days of delivery, with original packaging: 3% payment processor fee (5% for orders placed via installment services) + $10 restocking fee. The customer is responsible for shipping the product back to us and notifying us once it arrives - we recommend using UPS.
Shipping Insurance
Please note that the cost for shipping insurance is never refunded if the scooter was shipped. The payment goes directly to SureBright Insurance which insures the shipment from our warehouse to the customer.
To start a return, you can contact us through the form here: https://support.vmax-escooter.us/en-US/contact. Returns will need to be sent to the following address:
VMAX Mobility Inc
1901 Sacramento Street
Los Angeles 90021
If your return request is accepted, we’ll send you a UPS return shipping label.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.
If the product has been treated contrary to our user policies, the request for refund might be rejected.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please get in touch >>> and share images and other details.
Exchanges
Exchanging a scooter for a different model is possible in certain cases, pending approval from our customer support team. There's a $50 exchange fee and the extra shipping cost for both scooters needs to be covered by the customer. Only unused scooters with 0 miles on the odometer in original packaging are eligible, within 7 days of delivery. Please contact us for details.