We’re very sorry to hear you have received a faulty item.
Returning a faulty e-scooter
Have you still got the original box? If so, you can use our ‘Rebound’ system to arrange a return to our workshop via the following link: Rebound Returns Portal.
This will take you through the necessary steps to generate a returns label. When entering your order number, please make sure that you include the #PS at the beginning as without this, you will not be able to generate your postage label.
If your order is over 30 days old, we will need to provide you with an RMA number. It may be that your order is now outside of the returns period, in which case we will be able to advise you on your warranty.
Once all of these details are added and the process is complete please drop your scooter off at your nearest post office at a time convenient to yourself.
Should you need any help at all, please don't hesitate to let us know and we'll be happy to give you a hand. Please rest assured, if the e-scooter is found to be faulty, the £20 postage fee will be waived.
Returning a faulty e-bike
We’ll need to organise a collection and send you a consignment number to be attached to the outside of the box. Collections take place between Monday – Friday, 09:00-16:00. Unfortunately we’re unable to specify a time slot.
To enable us to book the collection, please email firstname.lastname@example.org with your order number in the subject line. Please also confirm a weekday that suits you for the collection to take place and we will do our best to arrange this.
Returning faulty accessories
As soon as we receive your product back to our depot, our technicians will fully assess the e-scooter and resolve this for you. Please note, this can take up to 10 working days. Please make sure you include all original accessories such as the charger and manuals, as without these it can cause further delays and we may be unable to process your return.
Alternatively, if you would like a faster solution, you can also return the e-scooter to your nearest Pure Electric store where a member of our team can also fully assess the e-scooter for you. To find your nearest branch, simply enter your postcode into our handy online store locator: Our Stores.