Refund & Returns Policy

Summary

1. Cancelling within 14 days (Consumer Contracts Regulations 2013)

1. Tell us you want to cancel within 14 days of receiving the goods: e-mail support@vortexuk.co.uk with your order number, or send the model form below.
2. Return the goods within 14 days of telling us. Please use the original box and packaging where possible.
3. We refund the price and our standard delivery charge within 14 days of receiving the goods (or your proof of posting), using the payment method you used.
4. You are responsible for the goods until they reach us; use a tracked, insured service. We can arrange collection by our courier for £[collection fee], deducted from the refund.
5. You may inspect the scooter as you would in a shop. If it has been used beyond that — for example ridden outdoors, with worn tyres, scratches or dirt — we may deduct an amount reflecting the reduction in value.

2. Our 60-day money-back guarantee

If the cooling-off period has passed but you are still within 60 days of delivery and are not satisfied, you can return the product for a refund of the price paid, provided that:

• the scooter is complete (charger, tool kit, manual, key fob) and in its original packaging;
• it has no damage beyond light signs of use, and has not been modified;
• you contact us first so we can issue a returns number and instructions.

Return postage under the guarantee is at your cost (or we can arrange collection and deduct the fee). Refunds are paid within 14 days of us receiving and checking the product.

3. Faulty, damaged or not as described (Consumer Rights Act 2015)

• Damaged on arrival: please photograph the box and the product before use and contact us within 48 hours so we can claim against the carrier. We will send a replacement or refund you in full and collect the damaged item free of charge.
• Within 30 days: you have the right to reject a faulty product for a full refund.
• 30 days to 6 months: we will repair or replace it. If we cannot, or the repair fails, you can choose a refund.
• After 6 months: your 3-year warranty applies (see the Terms of Service), plus your statutory rights for up to 6 years where the fault was present at delivery.

We always pay for the collection of faulty items. Please send photos or a short video of the problem to speed things up.

4. How to return

1. E-mail support@vortexuk.co.uk with your order number, the reason and (if applicable) photos.
2. We reply within 2 working days with a returns number and the return address or a collection date.
3. Pack the scooter safely — folded, battery switched off, charger and accessories included — and attach the returns number to the outside of the box. Lithium batteries must be shipped by an approved courier; we will tell you which service to use.
4. Keep your proof of posting or collection receipt until the refund is paid.

5. Refunds

• Refunds are made to the original payment method. Card refunds usually appear within 3 to 5 working days of us processing them; your bank may take longer.
• We refund within 14 days of receiving the goods back or of you providing proof of return, whichever is earlier.
• Promotional discounts are applied proportionally; gift or voucher amounts are refunded as vouchers.

6. Exclusions

The cooling-off period and guarantee do not apply to products that have been customised at your request, or to consumables (tyres, brake pads) once opened, unless faulty. Nothing in this section limits your statutory rights.

7. Model cancellation form

Copy the text below into an e-mail to support@vortexuk.co.uk if you wish to cancel:

To: [Legal company name] Ltd, trading as Vortex UK
[Registered office address], London, United Kingdom
support@vortexuk.co.uk

I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:
Ordered on / received on: ____________
Order number: ____________
Name of consumer(s): ____________
Address of consumer(s): ____________
Signature (only if sent on paper): ____________
Date: ____________

8. Contact

Vortex UK customer service — support@vortexuk.co.uk — [Customer service phone number] — Monday to Friday, 9am to 5pm (UK time).