📅 Using Your Warranty
If you require a repair, please complete our contact form. Our customer service team will help troubleshoot the issue where possible or advise you on the next steps for sending your scooter to us for assessment and repair.
The full process typically takes 7–10 working days. This is an estimate, and we will always do our best to minimise turnaround time.
📦 Preparing Your Scooter for Repair
We strongly recommend keeping the original box, as not having it may delay the repair process.
📸 Photos Required Before Shipment
To help us assess the issue and document the scooter’s condition prior to transit, please provide clear photos showing:
The front (including the light)
The back
The rear mudguard
Both sides (including wheels and reflectors)
The underside of the deck
The serial number (usually on a white sticker underneath the deck at the back, i.e. starting with S0…)
A screenshot of the mileage history (this can be retrieved from your app; please let us know if you need assistance please see our App article in our online help centre FAQ's How do I Use the App? | Pure Electric | Help Center 2025.)
Please send us a photo of the scooter once it is packed inside.This will be useful if we need to open a claim for damage during transit.
These photos allow us to compare the condition of the scooter before and after transit in case any damage occurs.
🚚 Collection & Delivery
To arrange a collection, we need the below information:
Customer Name:
Email:
Mobile Number:
Retailer Purchased From:
Copy of Proof of Purchase: (Retailer, date, and model of scooter visible) This is necessary to validate repairs under the one-year manufacturer’s warranty. (Please note: Refurbished products are only covered for 6 months).
Product Purchased:
Product Issue(s):
Are you still in possession of the original Box?:
Collection Full Address:
Once the scooter is securely packed, we will arrange for DPD to collect it and deliver it to our workshop. This will be done via DPD collection (Monday to Friday, 9am–5pm; excluding weekends and bank holidays). You won’t need to print anything; this will be handled directly at the DPD depot.
Collection and delivery usually take 2–4 working days.
You can change your collection date at any time or check your time slot (available from 10:00 AM on the day of collection) using: DPD (UK) - Follow My Collection
⚠️ Before Collection
Remove all old shipping labels from the box
Do not print a new label — the DPD depot will handle this
Package the scooter securely. We cannot be responsible for damage caused by poor packaging
The most common transit damage we see is cosmetic damage to the stem, so ensure it is well protected from knocks by other components
Important Collection Information
It will be useful to download the DPD app to receive an alert 30 minutes before the driver arrives, along with a confirmation of the one-hour collection window.
DPD drivers cannot collect parcels from upper floors - collections must be made at ground level (main entrance, reception, or front desk).
Drivers are generally not permitted or insured to enter buildings beyond the ground floor, particularly in office buildings or residential flats.
If access is difficult, you may need to bring the parcel down yourself or arrange for reception to hand it over.
If the address is a business location with a staffed reception or goods-in area, the driver can usually collect the parcel from there without issue.
🔧 How to Re-box Your Scooter
Air models:
Use the 3mm Allen key that came with the manual to remove the handlebar stem from the steering column. Then, unscrew the internal cable — the brake cable cannot be removed, so please leave it attached.
Use the inserts to protect the bottom of the scooter from being damaged by the loose handlebar, and make sure to secure the top of the handlebar so the light doesn’t get damaged during transit.
2. Escape models:
3. For Advance Models: use the following Link How to repackage your Pure Advance | e-scooter re-boxing video
❗ Please do not include:
Charger
Accessories
Stem bolts
Ensure the scooter is fully charged and clean, with no dirt or debris.
🛠️ Repair & Return
Our technicians will diagnose and repair your scooter, followed by a full quality control test. Once complete, DPD will collect and return the scooter to you. This stage usually takes 4–6 working days.
When your scooter is on its way back, you’ll receive an SMS with tracking details.
If your scooter has not been received you must get in contact with us within 10 days in order for us to raise an investigation. Any lost delivery reported after this time will not be able to assist.