Returns & Repairs

Products purchased through an authorized retailer must follow the return policies of the retailer and cannot be returned to elka directly. 

Products purchased through our website are subject to the terms and conditions below:

Returns

We are proud to offer our customers the confidence when purchasing a scooter that they can return it within 30 days for a full refund, with no tricky small print. To be eligible for a return, your Model-T must be in full working condition with no cosmetic damage and returned in its original packaging.

Following this time, we are also able to provide returns for defective products that break within the warranty period (usually 12 months).

To facilitate a return, please visit our Returns Centre. For more information regarding your rights and the warranty conditions, please read our Terms & Conditions.



Refunds 


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and funds will automatically applied to your credit card or original method of payment, within 7 working days.

Late or missing refunds 


If you haven’t received a refund yet, please allow 7 days.

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 this and you still have not received your refund yet, please contact us at support@ridewithelka.co.uk.


Exchanges


We are happy to replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@ridewithelka.co.uk and we will review your request.

     

    Items Damaged in Transit: If your product arrives visibly damaged in the packaging, please refuse delivery and have the driver note refusal reason as "damaged".  If damage isn't discovered until after unboxing, please contact us with pictures of the damage along with the tracking number and we will work to get you a replacement scooter as soon as possible. 

     

    Items Returned while in Transit: If you wish to cancel your order after it has already been processed, please contact us to let us know.  Once we have the shipment re-routed and received back to our warehouse we will process the refund (minus the return shipping costs and a 5% restocking fee).

    Returning Products for Warranty Claims: elka electric scooters come with a twelve month warranty covering parts due to manufacturer defect. If a defect arises during the warranty period, elka will repair the affected product at no charge, exchange with an equivalent replacement, or supply a replacement part depending on the issue.

    Items damaged due to misuse of the scooter, or incidental issues due to normal wear and tear (such as flat tires and worn brakes), are not covered under the warranty replacement program.  However, parts can be purchased directly from our website in these situations. 

    Follow these steps to return products during the Warranty Period:


    1. Fill out the form below to initiate the process and obtain a pre-paid shipping label.
    2. Pack the Product in original packaging or sturdy box to ensure the Product will be returned without additional damage. 
    3. Receive your replacement.

    In some cases we may ship a replacement unit to you before the defective scooter is sent back to us.  In this situation, please use the replacement scooter's packaging to send the old unit back.  Any returns of defective products not sent back to elka within 60 days of receiving the replacement will result in an additional charge of the full retail price of the scooter.  elka reserves the right to collect the balance owed at that time by utilizing a collections agency or commencing legal proceedings. 

    If for whatever reason you are having trouble sending back a defective unit, please contact support so we can assist. 


    General Repairs


    If you have an issue with your scooter, we’re here to help. Depending on the extent of the problem, we may replace it for you, repair it centrally at our depot before returning it to you, or provide you with spare parts to do the repair yourself. 


    Please fill out the form below, including as much possible information as you can - with pictures and videos - and one of our Rider Support team will be in touch as soon as possible.