📅 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, starting with S0…)
These photos allow us to compare the condition of the scooter before and after transit in case any damage occurs.
🚚 Collection & Delivery
Once the scooter is securely packed, we will arrange for DPD to collect it and deliver it to our workshop. 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
🔧 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.