Terms of service

Thank you for visiting ESS (“ESS”, “We”, “Us”, “Our”). www.ebikescootershop.co.uk (the “Website”) is subject to Terms and Conditions and we ask that our visitors (“Visitor”, “You”, “Customer”, “Buyer”) read these carefully.

ESS controls and operates this site from its offices within the UK. The laws of England and Wales govern claims relating to the terms set out in these terms and conditions, including the use of this website and materials contained. Any legal action brought against ESS shall be governed by the laws of England without regard to its conflict of law principles.

The use of this Website is governed by the terms and conditions outlined below. The use of the website by you or any orders placed to ESS, online or in-store, indicates that you accept these terms and conditions. These terms and conditions shall take the place of any subsequent terms or conditions included with any purchase order regardless if, or otherwise, such terms or conditions are approved by ESS. ESS reserves the right to make changes to this website and these terms and conditions at any time.

 

Copyright & Trademark Notice

This website is owned and operated by ESS. All materials appearing on this website, including text, logos, graphics, audio, video clips, and images are the sole property of ESS. No materials from this website may be copied, reproduced, modified, republished, uploaded, posted, or distributed in any form without prior written permission from ESS. Any unauthorised use of the materials appearing on this website may violate copyright and trademark laws, and could result in criminal or civil penalties.

 

Disclaimer and Limitation of Liability

You agree that the sole and exclusive maximum liability to ESS arising from any product sold on the Website shall be the price of the product ordered. In no event shall ESS, its directors, employees or other representatives, be liable for special, indirect, consequential, incidental or punitive damages to property or life, whatsoever arising out of or connected with the use of its products.

 

Pricing and Availability

In the event a product is listed at an incorrect price or with incorrect information due to typographical error or error in pricing or product information received from our suppliers, ESS have the right to refuse or cancel any orders placed for products listed at the incorrect price, whether or not the order has been confirmed and your payment method charged. ESS will immediately offer a refund to your payment method account in the amount of the charge if payment is taken.

 

Links Policy

Third-party links have been included on the Website to provide increased value to our visitors. ESS does not have any control over the content on those pages, and is not responsible for any content or material contained in any such third-party website. If you decide to access any third-party website linked to the Website, you do so entirely at your own risk.

 

Website Orders

Contracts between ESS and its customers are covered by Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 protecting both buyers and sellers for purchases made online or by phone.

Your receipt of any form of order confirmation does not signify our acceptance of your order, nor does it confirm of our offer to sell. ESS reserves the right to accept or decline your order for any reason at any time after the receipt of your order, including the right to supply less than the quantity you ordered of any item. We may require additional verifications before accepting any order.

 

Cancellations and Returns

You may cancel your online order within a 14-day cooling period after receiving the goods, and a further 14 days to return them.

All items must be returned unused with all of the original contents and packaging as they were received by you. We do not currently offer free returns and it is the buyer’s responsibility to return the goods to us, so please ensure you repackage the goods safely and take out courier insurance if returning by courier. Alternatively, you can request a collection; small items are charged at £20, large items are charged at £50.

Please note that large item returns are charged with a fixed fee of £40 to cover the initial delivery cost (more if you are from the highlands, islands or isle of wight).

You must include in the box a copy of your name and order number for the return to be processed. ESS reserves the right to make a refund less for any costs relating to loss in value as a result of damage, mishandling, or other devaluation. Once your refund has been approved by the ESS technicians, we will ask for your confirmation that you accept the terms of the refund. We will refund the agreed monetary value to your original payment method within 7 days.

If you cancel your order after it has been shipped and before you have received it, please reject the delivery. Our cost of shipping and any surcharges will be deducted from your refund in this case.

In-store Purchases

All in-store purchases, and the contracts relating to them, are final. Returns or cancellations can only be accepted for goods deemed not of satisfactory quality. All goods should be thoroughly inspected by the customer prior to leaving the premises. Any goods having left the store are deemed as accepted by the customer.

 

Wrong Item Received

If you receive the wrong item, please reseal the item and notify us via email at support@ebikescootershop.co.uk or telephone at 0333 050 5511. Once the wrong item is confirmed, we will arrange for the item to be returned back to us. You have the initial 14-day cooling period to inform us of any inaccuracies with your order if you would like an exchange or refund. After the initial 14-day cooling period, it will be assumed that you have accepted the goods as delivered. Any wrong item returned with signs of usage will not be applicable for an exchange or refund and the item will be returned back to you at your cost.

If the item you received is damaged or missing any components, this must be brought to our attention within the first 3 days of you receiving your order.

 

Faulty Item Received

If you receive a faulty item, or your item develops a fault under normal use* within the initial 30-day period, please notify us via email at support@ebikescootershop.co.uk, clearly claiming all the faults present so that we can try to resolve the fault swiftly, or approve a return for it to be inspected by our in-house technician team for a repair, replacement or refund. All returns are inspected by an inhouse technician and the fault must be confirmed before further action can be taken. This inspection process can take up to 7 working days from us receiving the product. All components must be returned in the box with your item. If no fault is confirmed, the item will be returned to you. We may charge you to return the product in these circumstances.

After the initial 30-day period, we are given the opportunity to repair any manufacturing faults with your item before returning it back to you, or if not possible then a replacement, or if not possible then a refund.

If you receive an item with cosmetic defects not up to your standard, please inform us immediately so that we can offer some options to make things right and come to a decision on whether or not you would like to accept the goods. If you use the item, it will be assumed that you have accepted the goods as is and can no longer claim for these cosmetic defects.

Do not attempt to fix a faulty or damaged item without authorisation or supervision from us as this will void the warranty and we will be unable to accept the return.

ESS reserves the right to make a refund less for any costs relating to loss in value as a result of damage, mishandling, or other devaluation of the item including any omission of the original contents and packaging, which we strongly advise to store for the minimum cooling period of 30 days.

*Normal use is defined by the description or technical specifications given in the product page, E.g, if an item is described to have an IPX4 ingress protection rating (resistance to splashing water), signs of use on wet grass or in heavy rain will be regarded as misuse.

 

Warranty

If your product develops a fault through normal use after the initial 30-day period, you may still be entitled to have your product repaired at no cost under warranty. 

Please email us at support@ebikescootershop.co.uk, quoting your order number and details of the fault attaching images or a short video that demonstrates the problem so that we can advise the next best steps depending on the conditions set out in the manufacturer’s warranty. If the item needs to be returned for an inspection, please do so within 14 days from the date the return is requested. After this 14 day period, the warranty claim will expire and a new claim must be submitted.

The following information is a general guideline to our product’s manufacturer warranty policy and may be different between products.

Our hoverboard, electric scooter, and eBike products include a 12-month manufacturer warranty against electrical or mechanical faults, and a 6-month warranty against battery faults which will commence on order arrival. This covers the cost of labour and parts required to maintain your item in proper working order for the 12-month warranty period.

Consumable items are not included as part of your warranty. These are outlined below:

  • Tyres
  • Inner Tubes
  • Rubber Foot Rest
  • Handlebar Grips
  • Brake Cables
  • Brake Pads
  • Seat
  • Paint
  • Rubber Bungs
  • Velcro Straps

You cannot use your warranty if:

  • The requested work is to repair consumable items which are not covered by warranty.
  • The item has been derestricted without prior approval from ourselves, or beyond a power or speed we advise (this does not include our ebikes which have been advertised as derestrictable)
  • The part which is submitted for repair or maintenance demonstrates signs of misuse or handling that is contrary to the instructions set out in the product description or manual, including but not limited to inappropriate use, incorrect maintenance and storage, signs of crash damage, any fracture damage, or water ingress.
  • The submitted repair work is needed due to the scooter having been involved in an accident or reckless/intentional damage.
  • The requested work is to repair normal wear and tear, surface or cosmetic damage.
  • The opening, disassembly or modification of the scooter with non-licensed or non-original parts or by a non-licensed person will invalidate the warranty.
  • The battery has been left without a charge for a 30-day period or more
  • The battery charge cycle has exceeded 500 cycles

The warranty terms come into effect after the initial 30-day period, or for cases within the cooling period that do not qualify for replacement or refund. The warranty does not cover the cost of shipping, and it is the responsibility of the buyer to arrange shipping back to us, however, we will cover the cost of postage (not including packaging) after warranty repairs, so effectively splitting the costs. Any inbound parcel received with sub-standard packaging may be refused; parcels where the contents are visible or exposed to the environment will be categorically refused and the warranty will no longer be intact.

Whilst the item is with us for repair under warranty, it will remain the customer’s property. Once the item is ready to be resent, the shipping address will be reconfirmed with the customer before shipping – every effort will be made to contact the customer including email, telephone, and finally a physical letter to the address of the original order. We can only store the item for a maximum of 30 days from its completion.

 

Ownership and Storage of Returned Items

If your item needs to be returned, please ensure that the item, especially the wheels, are cleaned to a sanitary standard, removing any mud and dirt from the wheels with a brush and damp cloth. PLEASE DO NOT HOSE THE ITEM AS IT CAN RESULT IN WATER DAMAGE. If the item needs to be cleaned by our technicians before it can be worked on it will be subject to a cleaning fee of £40.

All customer items, including returned items or 3rd party items, including those that are pending inspection or repair, or are ongoing repairs, will remain the customer’s property. In the event that we require further instruction or approval from you to proceed further with any service, including redelivery/pick-up or repair work, that may arise from but not limited to disagreement in warranty eligibility or cost of repairs, your item will be stored for no longer than 60 days. Within these 60 days you will receive up to 3 notices informing you of our stance and your options which will include redelivery/pick-up of the item as is, approval to carry out repairs at the agreed cost, or approval of item disposal. If we cannot come to an agreement with the options from these notices, your item will be disposed on the 60th day as storage is limited.

Customers who agree for ESS to inspect, diagnose, and/or repair third-party items do so at their own risk, and accept that ESS will not be liable for any faults that occur during the inspection, diagnosis, or repair work of their item (as our technicians will be unaware of previous work done on the item and the subsequent faults that may arise as a result).

 

Product Descriptions

ESS and its affiliates attempt to be as accurate as possible with regards to the products advertised, however, we do not warrant that the product descriptions or other content is error free. From time to time there may be information on the website that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing and availability. We reserve the right to correct any errors inaccuracies or omissions and to change or update information at any time without prior notice (Including after you have submitted your order).

The description of the product, including its features and specifications, is as claimed and advertised, exclusively, by the texts and visuals of the product page on the website. Some of our product outer-packaging and product manuals are general and may not refer to the actual product specification and contents, including any features, settings, or facilities, of the particular product. The information shared in our product manuals are not binding to their descriptions as advertised on the website, and, any relating information from the product description on the website takes precedent over the information provided in the manual.

 

Shipping

Shipping times are clearly mentioned when selecting the shipping method at checkout. If you have not received your order within the shipping time stated, please contact our support team via email at support@ebikescootershop.co.uk or telephone at 0333 050 5511 and quote your order number so that one of the members of our team can track down the status of your order. ESS cannot guarantee delivery by the estimated date given as delivery may be delayed by couriers due to adverse weather conditions or other unforeseen circumstances which is beyond our control. To qualify for a refund or a replacement product for a missing order, you must contact us within 30 days from the date of dispatch notification.

All Europe orders will be shipped with Delivery Duty Unpaid. Prior to the delivery of your order, the carrier delivering will be in contact with you to provide a link to pay any excise, VAT and customs clearance fees. Any orders above €150 will also incur additional import duty charges.

Our high-value shipments require signature upon delivery, therefore, we strongly advise that you do not instruct the courier to leave your items at a safe place, as by doing so, you take full responsibility if your item is lost or stolen.

 

Privacy Policy

We have taken the appropriate measures to ensure that your personal information is not unlawfully processed. ESS uses industry standard practices to safeguard the confidentiality of your personal identifiable information, including ‘firewalls and secure socket layers.

During the payment process, we ask for personal information that both identifies you and enables us to communicate with you. We will use the information you provide only for the following purposes:

  • To send you newsletters and details of offers and promotions in which we believe you will be interested
  • To improve the content design and layout of the website.
  • To understand the interest and buying behaviour of our registered users
  • To perform other such general marketing and promotional focused on our products and activities through means of email, phone, or mail.

This website uses the Google AdWords remarketing service to advertise on third party websites (including Google) to previous visitors to our site. It could mean that we advertise to previous visitors who haven’t completed a task on our site, for example using the contact form to make an enquiry. This could be in the form of an advertisement on the Google search results page, or a site in the Google Display Network. Third-party vendors, including Google, use cookies to serve ads based on the visitors past visits to the ESS website. Of course, any data collected will be used in accordance with our own privacy policy and Google’s privacy policy.

You can set preferences for how Google advertises to you using the Google Ad Preferences page, and if you want to you can opt out of interest-based advertising entirely by cookie settings or permanently using a browser plugin.