Please carefully read our refund policy before finalizing your order. This policy clarifies the terms under which you and we may modify or cancel the contract, act in case of a problem, and informs you about other crucial aspects.
If you identify an error in these terms or deem a modification necessary, do not hesitate to contact us for discussion.
1 Information about us and how to contact us
1.1 Emoko Limited ("we", "our", and "us") is a registered in England and Wales, and our registered office is located at 85 Great Portland Street, First Floor, London, England, W1W 7LT.
The website e-moko.co.uk is our property and we manage it.
1.2 For any contact, please send an email to our customer service at info@e-moko.co.uk.
If we need to contact you, we will do so by phone or we will send an email to the address you provided during your order.
2 Your refund rights
2.1 If the item you purchased is defective or does not match the agreed specifications (Art. 3.1), you may be entitled to request a refund (or to request a repair or replacement, a modification of the service, or a partial or full refund of the price).
2.2 If you change your mind about a product (Art. 3.2), you might be entitled to a refund if you act within the legal withdrawal period. However, this refund may be subject to deductions, for example, in case of wear or damage to the product, or if the service provision has begun.
You will also be required to cover the return or collection costs of the items, in addition to the initial shipping costs of your order. Furthermore, a restocking fee may apply, which will be deducted from your refund to cover the processing and handling of the return.
3 Exercising your refund rights
3.1 If the item you purchased is defective or does not match the agreed specifications. To exercise this right of refund, start by sending us an email at info@e-moko.co.uk. Please mention your name, your private address, the details of your order, and, if available, your phone number and your email address.
3.1.1 Please then send us a clear and sharp video or image, if necessary, showing the problem you have with the item in question. Without video or image proof clearly showing that a product is said "defective", your right to a refund will not be valid.
3.1.2 What happens after I have sent the necessary images and videos? After receiving the images or videos, we will inspect them. Note that this may take some time, but we will try to get back to you as soon as possible. After inspection, several choices will be offered to you:
- Terminate the sale/Refund Application;
- Claim a reduction in the price;
- Request replacement with an item of the same kind.
In most cases, we will always opt for replacing part of your item, which will resolve the issue you have, and if needed, we will pay for the repair of your item.
3.1.3 The item I purchased is defective. I do not want my item to be repaired; can I directly terminate the sale? There will be certain cases where, even if the item is defective, you will not be eligible for a refund:
- Your right to claim has expired. It is important that you understand that as a consumer, you have a withdrawal right of 14 days which means if you've told us within 14 days of receiving your goods that you want to cancel, you have another 14 days to return the goods once you've told us.
- You have already extensively tested your item. We understand that it is reasonable to test an item to determine whether it is defective. Therefore, we allow a reasonable margin of 4 km, which means we will accept a test period depending on the mileage traveled with your scooter or bike of 4 km.
When you exceed this distance, we no longer consider that you have just tested your item, but rather used it extensively. In this case, your item will not be considered as "defective" upon its arrival at your home. As a result, your right to fully terminate the sale will not be accepted, and we will consider a reduction in the price instead or replacement of the part.
- If you've used your product for more than 4km but have noticed a defect, we will look for a replacement part. We won't charge you for the part as long as it is within your product's warranty period.
- If you've used your product for more than 4km but have noticed a defect and still want to return the product, in this case, you will not be entitled to a full refund. Your refund will be deducted fees for returning a used product to us on top of the fees outlined in (Art 3.2.3). These deductions on used products will depend on mileage traveled and signs of wear or tears that we find during inspection.
3.1.4 My product arrived damaged? We remind you not to accept products that are damaged. Including if the packaging box of your product is damaged, we recommend not accepting the item. As a result, it will be returned to us, and we will send you a new one as soon as we receive it.
3.1.5 My product arrived damaged and was returned to you, but I would like to get a refund due to the time it will take. We understand that it can be frustrating for you not to receive your product on time, but please be aware that we cannot control the delivery times imposed by shipping companies on our orders, as well as the damages they may cause to our products.
In this case, your rights to demand a refund will be categorized as a right of withdrawal for a change of mind (Art 3.2.1).
3.2 If you change your mind about a product
3.2.1 It is important that you understand that as a consumer, you have a withdrawal right of 14 days which means if you've told us within 14 days of receiving your goods that you want to cancel, you have another 14 days to return the goods once you've told us.
To exercise this right of refund, start by sending us an email at info@e-moko.co.uk. Please mention your name, your private address, the details of your order, and, if available, your phone number and email address.
Please then send us a clear and sharp video or a picture, if necessary, showing that the item is in good condition and has not been used. The item must be in its original packaging, and the packaging box should be in perfect condition.
3.2.2 What happens after I've sent the necessary images and videos? After receiving the images or videos, we will inspect them. Note that this may take some time, but we will try to get back to you as quickly as possible. After inspection, several options will be available to you:
- Return the product at your expense to our warehouse.
- Make sure the box is ready to be packed and let us schedule a day for collection.
3.2.3 What will be the fees I have to pay to send the item back to you? As a consumer, you will be eligible to pay the shipping costs from your residence to our warehouse. You will also be eligible to pay the initial shipping costs, when you placed your order, from our warehouse to your home, as well as fees for restocking the item in our warehouse. These fees may vary depending on the item, its weight, and its size.
4 How we will refund you
4.1 After receiving the products in our warehouse, we will inspect them. As soon as they are approved, we will let you know and refund you on your original payment method.
4.2 When will the refund be made? We will refund you as soon as possible. In the case where you exercise your right of withdrawal, we will refund you within 28 days following the day we receive the product from you or, earlier, the day you provide us with proof that you have sent the product back to us.
4.3 How will we refund you? We will refund you using your original payment method; it will not be possible to refund you in any other way.
5 Exception: Product not eligible for a refund
5.1 In the case where the information you sent us beforehand differs from what we observed during our inspection of the item, you risk a reduction in the refundable sum, or even a total non-refund. If this occurs, we will be uncompromising, and it will be your responsibility, if you wish, to retrieve the item in question.
5.2 Customized product. If the product in question has been customized by us at your request or by you, you will not be eligible for a refund.
5.3 If the product has been used or is not returned in its original packaging, you will not be eligible for a refund. We apply this policy strictly in order to ensure the quality and integrity of our products for all our customers. Before proceeding with a return, make sure that the item is in the same condition as when you received it, unused and with all accessories, manuals, and the original packaging.
Any returned product that does not meet these conditions will be subject to a detailed examination, and the refund may be refused based on the circumstances of non-compliance.
