Returns and Refund Policy
1. Return for a Refund:
Tell us you want to end the contract. To end the contract with us, please let us know by emailing us at firstname.lastname@example.org and including your name, order number, date of order, products ordered, and the email address used to submit the order.
Returning products after ending the contract. If you end the contract with us, you may return the ordered product with its original receipt to us. The product must be unused and in its original condition. Upon receipt of the returned product, we will determine if you are entitled to a full, partial refund or no refund. A corresponding notice of approval or rejection will be sent to you. The refund will be processed according to the payment method used.
No guaranty on return shipping. We do not guarantee that we will receive your returned product.
Refund available only within 30 days of purchase and to full price purchases. All returns must be made within thirty (30) days of purchase and only include full price purchases.
2. Manufacturer Defect or Broken After Use:
Exchange of product with factory defect. In case of defective or damaged products from the factory, you may email us at email@example.com if you desire to have the damaged or defective product fixed or exchanged.
Refund is not available for defective, damaged or used products. However, the product may be fixed or exchanged if it meets all the below criteria:
- The product has a factory defect
- The product has been sold with warranty
- The customer has notified us about the defect within the warranty period
Depending on the product type, we offer:
a) One (1) Year warranty on electric scooters purchased from us.
b) Three (3) months warranty on spare parts and accessories purchased from us and Fitted by us.
c) No warranty on spare parts and accessories purchased from us but not fitted by us.
Please check our terms and conditions for more information about warranty.
The customer must return the product to us for inspection (at the customer's cost) if the customer thinks the product has a factory defect. Only after inspection, if the product is identified as defective(factory defect), the product is either fixed then returned to the customer or exchanged for another product if the product can’t be fixed, considering the product is still under warranty.
Nothing else other than factory defects, is covered by the warranty. In other words, no warranty on accidental damage, misuse, damage caused in transit, consumable parts etc. If you return the product to us for inspection and the product doesn't have any factory defects, we may charge you an inspection fee of £50.
Please read our terms and conditions and refund policy available on our website, before purchase. Customer must respect the terms and conditions once agreed to purchase.
Contact Dualtron Support
Chat with us anytime by clicking on the chat icon located at the bottom right-hand corner of our website. Our team is ready to answer any questions you may have and provide assistance promptly. You can even check the status of your order quickly by entering your email address and order number in the chat page. It's the fastest way to get updates on your order.
Tap the chat icon >
With our WhatsApp support, you can easily connect with us and get quick responses to your questions or concerns. Simply send us a message on WhatsApp and we will be happy to assist you.
For any specific questions about your purchase, feedback, technical issues, or complaints, please email us at firstname.lastname@example.org. We strive to respond promptly, usually within 24 hours, to ensure that your concerns are addressed in a timely and efficient manner.
If you are a new customer with a quick question about our products or services, please call us at +44 02039913392. Our team is available to assist you and answer any questions you may have. Please note that we no longer have a physical store and do not offer product collection at this time, except for Scooters.
To initiate a return, simply visit our return page and fill out the return form. You no longer need to speak with us prior to initiating a return. The return page includes step-by-step instructions and all the necessary information to guide you through the process.
Our Collect & Drop-off Repair Service is a convenient option for our customers who are unable to bring their Dualtron scooter to our repair shop in London.
With this service, we will arrange for a courier to collect your scooter from your location and bring it to our shop for repair.
Once the repair is completed, we will arrange for the courier to drop off the scooter back at your location. This allows for a hassle-free repair experience without having to leave the comfort of your own home.
Access the electronic user manual for each Dualtron model and learn about its specs and features. You can find all the user manuals in .pdf format available here.
Just purchased a Dualtron ?
Congratulations on your new Dualtron purchase! For your safety, we recommend visiting oursafety resources pagewhich provides valuable information on how to properly use your scooter. Please note that the information provided on our website is for guidance purposes only and may not be entirely accurate. If you have any concerns or would like to learn more about safely using your scooter, please refer to the user manual.
Contact Dualtron Support
If we still haven't answered your question, you can contact us below and we will get back to you as soon as possible.