Returns and Exchanges
Returns and Exchanges
Your satisfaction is very important to us at ScooterMadness.com. Should you need to return an item, please read our Return Agreement to determine your eligibility, then contact us for a Return Merchandise Authorization number (RMA). Returns and exchanges will not be accepted without an RMA number. We will only authorize returns if they are under the correct circumstances and those circumstances have been reviewed prior to approval. Once you receive an RMA number, it is your financial responsibility to return the item to the address specified. A 25% restocking fee will be incurred. Freight collect and COD packages will not be accepted.
- All returns must be pre-authorized by Customer Service. An RMA number must accompany all returns.
- Requests for returns must be submitted within five (5) days of item receipt in new and resalable condition.
- Products must be returned in original packaging within three (3) days of buyer’s receipt of RMA number in new and re-sellable condition.
- Products must be returned in original, new condition. We do not accept returns on vehicles that have sustained damages, have been in an accident, have had any alterations of any kind, have suffered any abuse or have been used or maintained in a way that is not recommended by the manufacturer.
- All packaging materials, instruction manuals and parts must be included in the return.
- A 25% restocking fee will be applied according to the condition and circumstance of the return.
- If you have received your order and more than five (5) days have passed, or if you have used your item, you will not be eligible for a return, refund or exchange.
- In order to keep you completely satisfied and maintain our low prices, our shipping expenses are neither refundable nor reimbursed for any reason. This includes all freight charges: the first shipment and return shipment.
- If a refund is due, freight expenses and any restocking fees will be deducted from your refund.
Step 1: Send a return request email to [email protected] within five (5) days of your order receipt. Include a detailed explanation and pictures documenting the reason for the return. Returns will not be accepted without prior approval from Customer Service.
Step 2: Once Customer Service has approved your request, you will be assigned an RMA number and given a return shipping address. Please print the RMA number on standard letter size paper and make two (2) copies. Please secure the paper on the outside of the box. Our warehouse will NOT accept a return item without a RMA number.
Step 3: Please send the item back to us within three (3) days.
Step 4: Once received at our facility, your return will be processed in three (3) to five (5) business days. Once your return is confirmed and inspected, please allow up to two (2) billing cycles for it to be credited to your account OR we will arrange an exchange according to conditions. Items returned in unacceptable condition will not be processed as refunds and can be shipped back to you.
Please note: credits are processed for the original cost paid for the merchandise. Shipping and handling fees will not be refunded.
Product Delivery and Inspection
In most cases, your order is shipped in a secure frame with a box covering. It is securely packaged to prevent any damage during transit however, damages do still occasionally occur. When your order is delivered, sometimes the exterior box is damaged, but the product itself is fine. Please immediately remove the exterior box and inspect the product. If there are any damages or defects to the packaging and/or unit due to how the shipping company handled the package (such as scratched or broken body pieces), please note that on the delivery receipt (proof of delivery) and make sure that both you and the driver have a copy. Please also take pictures and email them and an explanation to [email protected] to file a claim. This claim must be emailed to us within 48 hours of delivery of your product. If your claim is approved we will ship you new parts or panels right away at no charge. Any delivered orders without notations of damages or defects on the delivery receipt means you have received and accepted your order (as is) in good condition.
If you remove the box and see that the unit is severely damaged (not just scratched or with broken body panels), please call us at 800-270-9875 to report the issue immediately. If approved, we will notify you to refuse delivery of the unit and to notate “refused due to damages” on the delivery receipt. We will process a replacement unit and ship it to you. If you refuse the shipment and do not notate “refused due to damages” on the delivery receipt and if you do not have permission to refuse from our company, then we cannot file a claim for you and you will be responsible for all shipping fees. Please understand that you must follow these guidelines in order to have your claim approved and that any requests for a damage claim without the above notation will not be approved.
Returns Due to Shipping Damages
Our products generally arrive in like-new condition, however we still ask our customers to thoroughly inspect the product upon delivery.
If there are minor damages to the packaging and/or unit (ex. cracked plastics/scuffed body panels) due to how the shipping company handled the packages, yet the unit is still usable and rideable, then buyers should accept the shipment and have the driver note all damages on the delivery receipt. Buyers must take pictures of the damage, then email the pictures and an explanation to [email protected]. We will file a damage claim for you and send replacement parts to you at no charge. If you reject a shipment that is in riding condition due to minor damages, you will be responsible for return shipping fees and a 25% restocking fee.
If the frame is bent or the unit is in really bad condition and not safe to ride please contact Scooter Madness customer service at 800-270-9875 while the delivery driver is still there. We will evaluate the situation and issue a RMA number if applicable. Returns without RMA numbers will be refused by our warehouse.
If you have already accepted your shipment and believe the unit is damaged beyond repair, please email pictures of the damages and an explanation to [email protected] will need to be sent in for a claim to be filed with the carrier. Filing the claim will enable the carrier to retrieve the unit for return back to our warehouse. If a claim is unable to be filed, the return will be treated as a regular return and the buyer will be responsible for return shipping fees and will incur a 25% restocking fee.
If buyer refuses delivery or if a shipment returns due to an inability to contact the buyer, the buyer will be charged the initial freight cost, return freight cost and a 25% restocking free to cover the time, labor and materials invested in preparing the shipment.