Refund Policy
Loco Scooters Limited
In the UK, you have the legal right to cancel your purchase of goods made online, over the phone, or through other forms of distance selling within 14 days of receiving them, as provided under the Consumer Contracts (Information, Cancellation, and Additional Charges) Regulations 2013. This is commonly referred to as the “cooling-off period.” You can cancel for any reason, including simply changing your mind. Returned goods must meet the "as new" condition, which is further detailed below.
The cooling-off period expires 14 days after the day you receive your goods. For service contracts, it expires 14 days after the day the contract was concluded. If the 14th day falls on a non-working day, the deadline is extended to the next working day.
After the 14-day cooling-off period has expired, you are no longer entitled to a refund or exchange. However, at our discretion, we may offer you store credit.
In-Store Purchases
If you buy goods in person at our shop, you are not entitled to return the goods for a refund or exchange unless the item is faulty, as per the Consumer Rights Act 2015. However, we may consider an exchange or store credit on a case-by-case basis and may apply a restocking fee.
Sale and Discounted Items
No refunds or exchanges are available for items purchased during a sale or at a discount unless the item is faulty. This does not affect your statutory rights, and warranty and after-sales support will still apply.
Refunds for Change of Mind or Non-Faulty Returns
If you wish to return an item for a reason other than a fault:
- The refund will cover only the value of the product, excluding shipping costs.
- We reserve the right to deduct from the refund any expenses incurred by LOCO Scooters in delivering the item to you, including shipping or delivery costs.
Non-Refundable Items
- Electronic spare parts such as controllers, displays, screens, printed circuit boards, or LCDs are non-refundable under any circumstances.
- Deposits and pre-orders are non-refundable (detailed below).
Returns for Non-EU Orders
The 14-day cooling-off period does not apply to orders placed from outside the UK or EU. For returns from outside these regions, we reserve the right to deduct any outlays or expenses incurred in delivering the item to you, including shipping, customs duties, and other charges. You will also be responsible for paying any customs or duties for the return of the item.
How to Cancel a Purchase
To cancel your purchase and return goods, please inform us within 14 days of receiving the product. We will provide you with a returns form, which must be completed before returning the goods.
Goods must be returned in “as new” condition, defined as:
- Unused, boxed in the original packaging, and including all accessories in their original condition.
- The item must be resalable as new.
We reserve the right to refuse returns or deduct an appropriate amount from the refund if the goods do not meet the "as new" standard.
Returning the Goods
- Customers are responsible for the cost and arrangement of returning the goods.
- You must return the goods within 14 days of notifying us of your intention to cancel.
- We will inform you of any applicable charges before you proceed with the return.
Getting a Refund
Once the returned goods are received and inspected, we will process your refund within 14 days.
- Refunds will be issued to the original payment method.
- For purchases made with gift cards or vouchers (e.g., One4All), the refund will be applied back to the same gift card or voucher.
- Refunds for purchases made via Humm by Flexifi will be processed within 14 days of approval and may take an additional 14 days to appear in your account.
Deposits and Pre-Orders
Deposits made to secure items or payment plans are non-refundable. These deposits serve as a commitment by both the customer and seller to complete the transaction at the agreed price.
- Price increases or decreases occurring after the deposit will not affect the agreed price.
- Pre-orders, including for electric bikes, cannot be cancelled once we have placed the order with our supplier.