Refund policy

Green Motor Supplier – Refund & Return Policy (UK)

At Green Motor Supplier, we are committed to providing high-quality electric scooters and e-bikes, while maintaining transparency and fairness in all customer interactions. Please read our refund and return policy carefully, as it forms part of your contract at the time of purchase.

1. Warranty Information

For warranty terms, please visit:
greenmotorsupplier.com/pages/warranty

2. Change of Mind – Returns & Cancellations

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 calendar days of receiving your item. However, the following conditions apply:

A. Return Conditions:

  • The item must be unused, unopened, and in original sealed packaging
  • This will be confirmed by our warehouse upon return and inspection
  • If the product has been opened or used, the return may be rejected or subject to additional deductions

B. Charges for Change of Mind Returns:

  • Even for sealed, unused items, a £300 return handling and restocking fee will be deducted from your refund
  • This fee covers warehouse processing, handling, restocking, and payment provider charges
  • Return shipping costs must be paid by the customer in all change-of-mind cases and minor damage cases.

C. Cancellation Before Dispatch:

  • If you cancel before your order is dispatched, a 10% cancellation fee will apply

D. Cancellation After Dispatch or Refused Delivery:

  • A fixed £250 fee will be charged
  • Your refund will be processed only after the item is returned to our warehouse and inspected

E. Important Notice for Remote and Island Deliveries

  • Customers placing orders to Northern Ireland, any UK island, or remote areas must contact us in advance for a custom shipping quote before placing an order.

 

  • Failure to do so may result in unavoidable courier surcharges. Please note that no profit is made on these additional shipping costs—they are passed on at our discounted rate.
  • If you choose to cancel your order after placing it without prior contact, a 3% cancellation fee will apply. This is to cover non-refundable payment processing fees we incur.
  • We appreciate your understanding and cooperation in helping us keep our pricing fair and transparent.

3. Returns for Quality Issues

We accept returns for major quality issues, including:

  • Product arrives damaged in a way that affects performance
  • Product fails to power on
  • Significant functional faults beyond normal tolerances

Reporting:

Issues must be reported within 48 hours of delivery. Contact us via info@greenmotorsupplier.com with your order number and photos/videos.

Resolution Process:

  1. Assessment – We review the issue and request evidence
  2. Troubleshooting – We may offer parts, guidance or support
  3. Refund/Replacement – If unresolved, a return and refund or replacement will be arranged at no cost to the customer

4. Refund Process

  • Refunds are issued to the original payment method only
  • Processed within 3–7 working days after warehouse inspection
  • Deductions (10% or £250) will be clearly explained in your refund confirmation

5. Conditions That Void Returns

Returns will be automatically rejected or subject to deduction if any of the following are true:

  • Item has been used, assembled, or ridden
  • Original seal or packaging has been broken or opened
  • Item shows signs of wear, dirt, or usage
  • Internal display parameters/settings have been altered or reset
  • Product is returned without all original accessories, tools, manuals, or packaging
  • Customer modified or attempted repair of any part
  • Return is outside the allowed 14-day timeframe for change-of-mind returns
  • Product has scratches, damage or missing parts not reported at time of delivery

6. Policy Conditions

We reserve the right to refuse any return if:

  • The item is returned used, opened, or in poor condition
  • The product has been damaged or altered by the customer
  • The return is outside of the allowed timeframe or incomplete
  • Please note that

7. Support Contacts

General: info@greenmotorsupplier.com
Warranty: warranty@greenmotorsupplier.com
Refunds: refund@greenmotorsupplier.com

 

8.Important Legal Notice: Customer Responsibility for Road Legality
It is the customer’s sole responsibility to ensure that any electric vehicle purchased from us complies with the relevant local, regional, or national laws in the area of intended use. This includes, but is not limited to:
  • Registration requirements
  • Licensing (e.g., CBT certification)
  • Insurance
  • Helmet and safety regulations
  • Usage restrictions on public roads, pavements, or off-road areas
Green Motor Supplier does not guarantee that any vehicle is road-legal in your jurisdiction unless explicitly stated in the product description as EAPC compliant. If a product does not meet local road legality and is therefore unusable for your intended purpose, this does not qualify as a manufacturing fault, and does not entitle the purchaser to a refund or return under our returns policy. We strongly advise customers to check local laws before purchasing.

Thank you for choosing Green Motor Supplier — your trust means everything to us.

 

This page was last updated on 1 February 2025.