Return Policy

Please read this article carefully before submitting a return. It will help you check whether you are eligible for a refund and ensure the process goes as smoothly as possible.

Return policy  overview

You can return a product if the following conditions are met:

• You notify us within 30 days of receipt that you wish to return the product.
• The e-scooter or accessory is properly packed in the original box, including all parts (charger, manual, accessories, etc.).
• The product is in "as new" and clean condition, with no scratches, stains, or signs of excessive wear.

Important: if the product is not correctly packaged and gets damaged in transit, we may be unable to accept your return.

Returning an e-scooter

Follow these steps to return your e-scooter:

1. Send an email to [email protected] with your order number (starting with PS), the purchased model and your reason for returning. Also include your full name, email address, phone number and address.
2. Repack the e-scooter in the original packaging. We have a step-by-step video available  ask for it in your email.
3. Ship the package to: Hallenweg 9, 5615 PP Eindhoven, the Netherlands.

Returning an accessory

The same conditions apply to accessories: notify us within 30 days, pack the item in its original box with all parts included, and ensure it is in "as new" condition.

Ready to proceed? Send your return request to [email protected] with the same details as described above.

Returning a defective product

We're sorry to hear something is wrong with your product. We want to help resolve the issue as quickly as possible. Please send an email to [email protected] with the following information:

• Your order number (starting with PS)
• The purchased product/model
• A brief description of the issue
• Which part of the e-scooter is affected
• Any error codes shown on the display or in the app
• Clear photos of the problem (this helps us resolve it faster)

Please note: photos are required for defective product returns. We will contact you and work with you to resolve the issue as quickly as possible.

Refunds

Once your return is received at our warehouse, it may take up to 5 business days for our technicians to assess it. After the refund is processed, it may take a further 5 business days to appear in your account. Refunds are always issued via the same payment method used for the original purchase.

If you haven't received your refund within 10 business days, please contact your bank first. If they have no record of the transaction, contact us at [email protected].

Tracking your return

If you've returned an item and haven't received an update within 5 business days (from the delivery date shown on your return tracking link), please email [email protected] with your order number (starting with PS) in the subject line.