Start with your replacement instructions: Check the model, the old item to return and the contents of the approved replacement. A service exchange, upgrade and final contract return can require different items. Keep the replacement packaging if suitable.
ES210/Circular/Super LR and Alturo: For an approved body-only exchange, keep the removable battery, charger and reusable grips/accessories specified by support. If one of those parts is also faulty or missing, tell us before packing so the team can confirm the correct solution. A complete exchange has a different return list.
Agaru Smart and Ultra: The battery is built into the deck and stays in the scooter. The head/handlebar belongs with the returned scooter and must be packed as shown in the Agaru instructions. Do not open the battery or transfer parts using an ES210 guide. Follow your shipment’s instructions on retaining or returning the six headset screws, Allen key and charger; Danish replacement instructions may require keeping these accessories.
Augment 360 and battery-only returns: Use the separate instructions approved for the seated 360, including collection/freight where applicable. A damaged, swollen, leaking, wet or unusually hot battery must not be sent with an ordinary parcel label. Contact support for safe transport arrangements.
Return deadline: For the reviewed replacement-return terms, send the faulty item back within one week after you actually receive the replacement, unless your applicable agreement states otherwise. The date a label or return record was created is not the date you received the replacement. If you need more time or cannot return it because the label or packaging is missing, contact support promptly.
Late-return charges: The applicable agreement and verified dates determine whether a charge is due. Reviewed replacement-return rates are €12.50 per week for EUR contracts, CHF 12.50 in Switzerland, DKK 89.50 in Denmark and SEK 125 in Sweden. The reviewed Finnish clause uses €12.50 for each started week of delay. These are country-specific contract amounts, not currency conversions. Ask us to review any disputed charge with your existing return evidence.
Find the correct label: Check the replacement box, any delivery-note pouch outside it, and the instructions or email supplied for your shipment. France/Belgium returns may use an emailed PDF that needs printing. If the label is missing, expired, unreadable or for the wrong item, contact support in this conversation. The team must confirm a replacement label or collection; an order record alone does not mean one has been sent.
Pack and hand over: Follow the model-specific packing guide, secure the contents and remove or cover old labels. Use the carrier and service on your return label; the outbound carrier may be different. Follow an arranged collection instruction instead of taking a freight item to a parcel shop. If a service point refuses the parcel or cannot scan the label, ask support to resolve it before treating the item as accepted.
Keep acceptance evidence: Keep the carrier receipt, accepted-parcel scan confirmation or tracking reference until the return is reconciled. A photo of the parcel or a failed scanner screen alone does not prove handover. Carrier acceptance, delivery to the return address and warehouse-confirmed receipt are separate stages.
Pending records or continued restrictions: A PENDING return or an old scooter still visible in the app does not by itself prove non-return or lateness. If the record has not caught up, send the receipt/tracking reference if it is not already in the conversation. We will review the matching item and dates. Do not send the same scooter again. A missing chat confirmation alone does not establish a late return or automatically prevent every further service request.
Replacement delivery: Use the actual dispatch status and carrier estimate for your new scooter. A tracking number can exist before carrier handover, and stock can affect dispatch. Contact support if a confirmed delivery is late or there is no acceptance scan; a generic delivery window is not a confirmed arrival date.