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OUR RETURN POLICY.
CUSTOMER CARE

We're are always happy to hear from our fans and customers, even if it's to deal with an issue or fix a problem. We strive to have the best customer service in the industry and we will do our best to respond to your inquiry within 48 hours Monday through Friday! 

RETURNS & EXCHANGES
  • All sales of custom-assembled or custom sized parts are final - (such as the custom cutting of bars to a specific size) This includes, but is not limited to the following; Custom Scooter Builds, custom bar sizing, or any parts that require assembly or custom in-house work.

 

  • Only non-custom, unused items in brand new condition and in the original packaging may be returned for a refund or exchange within 14 days of purchase. There can be up to a 15% restocking fee. Shipping and handling fees are non-refundable unless we have authorized an exception. If you would like to make a return or exchange, you must pack the unused merchandise in its original package, including instruction manuals and any protective packaging.  Please contact us at movadeproscooters@gmail.com and explain your reason for returning, as well as your order# and 1 photograph of the product, at this point we may request a 15% restocking fee. Once approved, we will send you a label for you to drop off at a local packing station. EU orders will be sent to: 

 

Sabine Schwarz, Marderwinkel 5, 23683 Scharbeutz, Germany

     US Orders will be sent to:

Liam Davidson, 3915 Moreno Drive, 34685 Palm Harbor Florida, USA

.

Returns are refunded in the method of original payment upon successful collection. Please allow 3-10 days for the return to arrive at our facility, and 3-14 days to process your return and credit your original form of payment.  

Note: Items sent in without FIRST receiving an approval email will not be processed.  Please DO NOT mail back your items before receiving an approval email from our customer service department. (movadeproscooters@gmail.com

If you still need to reach us, you can send us an email at movadeproscooters@gmail.com

WARRANTY INFORMATION

Movade Scooter – Apparel, Accessories, & Other Items

* Apparel, accessories, or items not listed below are not covered by a warranty.  If you have a specific issue or problem with any Lucky item that is not listed below, please contact us at movadeproscooters@gmail.com

** SCOOTERS OR PARTS THAT ARE DAMAGED DUE TO MODIFICATIONS MADE OR IMPROPER RE-ASSEMBLY DO NOT QUALIFY FOR WARRANTY 

We stand behind our products and value our guest experience. We have a 2-month manufacturer’s warranty. For a period of 60 days from the date of purchase (receipt required), we will either repair or replace at no charge any Movade product which is defective in materials or workmanship purchased directly from our website. If you purchased the product from an authorized dealer, the dealer will handle the warranty. 

Movade warranty does not apply to normal wear and tear, claimed defects, malfunctions or failures that result from abuse, neglect, improper assembly, improper maintenance, alteration, collision, crash, corrosion, water/moisture damage, or misuse. Installation of any aftermarket components, parts, or accessories that have not been designed by or are not compatible with Movade Scooters will void any warranty offered by Movade.  

The warranty will only apply to the original purchaser with proof of purchase. We will not warranty or replace any part that is not purchased from Movade or an authorized Movade dealer. (Ex. Friend, Shops, Ebay, Craigslist, ETC.).

Scooters or parts that are damaged due to modifications or improper assembly do not qualify for warranty.

 

Before submitting a claim:

Before submitting a claim, please make sure that you have all of the required information listed below. This will help expedite the warranty process:

#1 - Proof of purchase that includes your name, email and order number

#2 - A clear image(s) of the warranty issue. Blurry, cropped, partially covered or out of focus images will not be reviewed.

#3 - Brief description of the issue.

Note: Items that have been tampered with, disassembled or modified in any way do not qualify for warranty review.  Examples include, but are not limited to: cutting, grinding, drilling, machining, or customizing in any which way.

PLEASE CONTACT US WITH NECESSARY INFORMATION REQUIRED: movadeproscooters@gmail.com

If approved: 

If your item is approved for warranty you will receive an email with instructions on how to return the warrantied item. This email may contain a return shipping label.  Please include a copy of your warranty approval email in your return shipment. 

Movade will replace your item with the same item.  If the same item is not available, Movade has the right to replace it with a similar item.  The warranty submission process can take up to 7 business days.

Note: Please DO NOT mail back your items before receiving a warranty approval email.  Items sent in without FIRST receiving an approval email will not be processed for warranty.

 

Movade Scooter – Wheels 

Wheels are considered a “wear” part whose lifespan is determined by the condition of the ground being ridden as well as the level, style and frequency of riding which varies greatly from person to person.  Wheels modified in any way will not qualify for warranty; this includes but is not limited to painting or stripping, drilling or cutting, dying the urethane or intentionally tearing the urethane from the core.

Wheels are warranted by the individual wheel NOT by the pair, even if purchased as a pair. 

 

NOT-COVERED: Chips, cracks and small abrasions on or around the riding surface of the urethane are considered normal wear and tear and ARE NOT COVERED under warranty. Flat-spots are caused by improper braking technique; chunking comes from riding on rough surfaces or by hitting sharp objects or curbs abruptly.  Neither "flat spots" or "chunking" are covered under warranty. Wheel Bearings: Bearings are considered to be a consumable product Movade will evaluate bearing warranties on a case by case basis. Bearings are only covered for manufacturer defects and not failure do to abuse or lack of maintenance such as rust, dirt or grime.

COVERED: All wheels carry a 60-day urethane warranty against dehubbing. Dehubbing is when the urethane separates cleanly from the core leaving only exposed aluminum. Wheels with any urethane left on the core "chipped urethane" are not considered de-hubbed or a manufacturing defect.

If your defective product has been replaced, your replacement is not under warranty and therefore CANNOT be exchanged a second time.

 

Movade Scooter – Bars

60-day warranty from the date of purchase on defective materials or workmanship.  Bar modifications and/or alterations not performed by Movade, as well as any custom sized cutting done by Movade will void any warranty offered by Movade. Bars Kinked or crushed due to clamp over-tightening are not considered a manufacturer defect and will not warrantied. Warped bars due to throwing your bar will not be warrantied. Warped bars due to front flips are only carry a 30 day warranty, as this act puts extra strain on your bars, if you perform this stunt; DO AT YOUR OWN RISK. If your defective product has been replaced, your replacement is not under warranty and therefore CANNOT be exchanged a second time.

NOT-COVERED: 

  • Damage caused by improper use and/or abuse

  • Altering the structure (i.e. drilling holes)

  • Scratches and/or grinding to the bar

  • Any modifications or alterations

Movade Scooter – Grips & Bar Ends

60-day warranty from the date of purchase on defective materials or workmanship.  Grip/Bar end modifications and/or alterations will void any warranty offered by Movade. Broken bar ends/threaded bolts due to over-tightening are not considered a manufacturer defect and will not warrantied. If your defective product has been replaced, your replacement is not under warranty and therefore CANNOT be exchanged a second time.

NOT-COVERED: 

  • Damage caused by improper use and/or abuse

  • Altering the structure (i.e. drilling holes)

  • Scratches to the bar ends

  • Any modifications or alterations

Movade Scooter – Headset

60-day warranty from the date of purchase on defective materials or workmanship. Headset/dustcover/c-ring modifications and/or alterations will void any warranty offered by Movade. Broken bearings due to over-tightening or riding in sandy/wet conditions are not considered a manufacturer defect and will not be warrantied. If your defective product has been replaced, your replacement is not under warranty and therefore CANNOT be exchanged a second time.

NOT-COVERED: 

  • Damage caused by improper use and/or abuse

  • Altering the structure (i.e. drilling holes, bending, or cutting)

  • Scratches to the headset 

  • Any modifications or alterations

Movade Scooter – Clothing Articles

10-day warranty from the date of purchase on poor or defective workmanship (poor stitching, print missing, etc.) or incorrect fit. Alterations, severe stretching, holes, worn look or other traces that the clothing article had been worn for a length of time will void any warranty offered by Movade. Please wash any and all worn clothes you wish to return and place in bag as it was before opening. Size increase or decrease from washing will not be warrantied. Due to the nature of these items, please refrain from wearing more than once (1) if you find the article to not have a correct fit. If your defective product has been replaced, your replacement is not under warranty and therefore CANNOT be exchanged a second time.

NOT-COVERED: Stains from outside sources (wasn't there before shipment), alterations, severe stretching or tightening of fabric after washing, holes caused by use or misuse, dirt or grime caused by use or misuse.

Movade 60-Day-Crash-Replacement 

Unfortunately, accidents do happen. There are a wide variety of situations a rider can find themselves in that can result in non-warranty damage to their Scooter. Our goal at Movade is to get you back up and riding as fast as possible. In situations where a scooter is compromised, that is not the result of a manufacturing defect, but due to (ONLY!!!) a collision with a wall, obstacle or person/s on ACCIDENT, we offer a one time Crash Replacement. Video proof of the crash will majorly speed up the case, as well as our decision if a crash replacement is warranted, so if possible please provide us it when asked. In order to qualify for Crash Replacement the customer must:

  • Be the original owner 

  • Include the original proof of purchase

  • Provide clear in focus pictures of the damaged item

  • Provide a brief description of how the damage occurred  

Once it is determined that a part qualifies for replacement, a member of our team will reach out and provide details in regards to pricing, availability and shipping options. Movade 60 Day Crash Replacement is a one time offering and expires 60 days from date of original purchase. Movade has the right to refuse any Crash Replacement if Movade doesn't believe the crash to be genuine, if a replacement isn't available, if the requirements provided above are not met, or for any other reason.

SUBMIT A CLAIM HERE.
Please describe a brief description of your claim.
We will get back to you soon for more information.

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