Help & FAQs

eScooter delivery is free to all UK mainland addresses. This does not include eBikes, accessories or spare parts. Northern Ireland eScooter delivery costs £55. See our Shipping & Delivery page for delivery arrangements.

In-stock eScooters normally arrive within 1–3 working days to UK mainland addresses, or 3–5 working days to Northern Ireland. Working days exclude weekends and public holidays. Next-working-day delivery is not guaranteed. Pre-orders follow the estimate on the product page instead.

In-stock eScooter, accessory and spare-part orders placed before 10am Monday–Friday are normally dispatched the same working day. Orders placed after 10am are normally dispatched the next working day. Weekends and public holidays are excluded. This cut-off does not apply to eBikes or pre-orders.

UK mainland eBike delivery costs £75 per bike and normally takes 2–5 working days, excluding weekends and public holidays. Bikes are dispatched fully assembled using a separate delivery service. eBikes are not included in free eScooter delivery.

Yes, eScooter delivery to Northern Ireland costs £55 and normally takes 3–5 working days for in-stock orders. Accessory and spare-part delivery costs £29.99. For eBikes, contact us before ordering so we can confirm whether delivery can be arranged and provide a quote; standard eBike delivery does not cover Northern Ireland.

Accessory and spare-part delivery costs £6.99 to UK mainland addresses or £29.99 to Northern Ireland. In-stock orders normally take 1–3 working days to the UK mainland or 3–5 working days to Northern Ireland, excluding weekends and public holidays. See our Shipping & Delivery page.

Pre-orders are paid in full when ordering and are not available for immediate dispatch. Check the specific product page for its current expected arrival and dispatch information. An expected stock-arrival date is not a guaranteed delivery date. Our normal in-stock dispatch cut-off and delivery times do not apply before the stock arrives. Tracking is emailed after dispatch.

We email your tracking details after dispatch. Check your spam or junk folder if you cannot find the email. You can also sign in using the account icon in the website header to view available order information. If you still need help, contact us with your order number and the email address used at checkout.

Contact us as soon as possible with your order number if you want to cancel, including a pre-order. We will check whether dispatch can be stopped. If it has already been dispatched, follow the cancellation and returns process on our Returns & Refunds page.

Complete the request form on our Returns & Refunds page with your order details and reason for return. Please use that form for the initial request rather than sending a separate email. We will explain the return arrangements and how to provide any additional photographs or video.

For eligible online purchases, notify us within 14 days after the day you receive the goods, then return them within a further 14 days. No administration or restocking fee applies. You are responsible for the applicable return cost for an unwanted, non-faulty item. Handle the goods only as needed to inspect them; a deduction may apply for an actual reduction in value caused by excessive handling. Missing original packaging does not by itself remove this cancellation right, but the return must be safely packed.

See the full Returns & Refunds policy.

Our additional voluntary return period covers eligible unwanted, non-faulty items first notified on days 15–30 after delivery. Items must be complete, as new and in their original packaging. Scooters and bikes must have no more than 5 km added; accessories and spares must be unused. A 5% administration and restocking fee applies during this extension, plus the applicable return or collection cost. This 5% fee does not apply to statutory cancellations or faulty, misdescribed or unfit goods. See our Returns & Refunds policy.

For unwanted, non-faulty items, the customer pays the return cost. If we arrange collection, the charge depends on the item, weight and destination; the current charges are listed on our Returns & Refunds page. You can arrange your own suitable courier or agree an in-person depot return. Where we are responsible for faulty, damaged, misdescribed or unfit goods, we arrange or reimburse reasonable return costs under your statutory rights.

Refunds are made to the original payment method. For a statutory cancellation, we normally refund within 14 days of receiving the returned goods or evidence that they were sent back, whichever is earlier. The standard outbound delivery charge is refunded where applicable; any extra paid for an upgraded delivery service is not. Your bank or payment provider may take additional time to show the refund. See our Returns & Refunds policy.

Contact us promptly with your order number and photos of the product, outer packaging and inner packaging. Keep the packaging while we confirm the next step. Do not use or charge the product if it may be unsafe. We will assess the damage and arrange the appropriate remedy. The 5% voluntary-return fee does not apply to damaged or faulty goods.

Stop using it if the fault could make it unsafe, then contact us with your order number and a description of the problem. Photos or a short video can help us assess it. If the goods were faulty when supplied, your statutory rights can include rejecting them for a refund within the first 30 days; you do not have to accept a repair instead. Repair or replacement may also be available. See our Returns & Refunds policy. The 5% voluntary-return fee does not apply.

Consider rider weight, range, terrain on permitted private land, portability, braking, suspension and storage. Our Electric Scooter Buying Guide and eScooter collection comparison explain the model differences. Check the current product page for its specifications and availability, or ask our UK team for help.

Visit the Support Centre, choose your model and open its user manual. Use the model-specific manual for controls, charging, settings and limits. If you cannot find the right manual, contact us before using unfamiliar controls or settings.

Follow your model manual. Use the supplied or manufacturer-approved charger, check tyre pressure where applicable, test the brakes, secure the steering and folding mechanism, and check lights and controls. Wear suitable safety equipment. Do not ride if anything is loose, damaged or not working correctly.

Privately owned eScooters can currently only be ridden on private land with the landowner’s permission. They cannot legally be ridden on public roads, pavements, cycle lanes or in public parks. Official rental trials have different rules. See the latest GOV.UK eScooter guidance.

Check the model manual for rider age, size and weight suitability. Do not assume that rental-scheme age rules apply to a privately owned scooter.

For current City Pro, X1+ and M1+ models, the frame, motor and controller have one year’s cover, and the battery has six months’ cover. Current G1+ and Cruiser Pro eBikes have three months’ voluntary warranty.

Other models follow the cover shown on their product page and the Warranty page and Warranty Information Sheet. Existing purchases retain the cover agreed at purchase. Warranty terms and exclusions apply. Your statutory consumer rights are unaffected and can continue after a voluntary warranty ends.

Read our Warranty page, then complete the form at the bottom with your order details, model and a description of the fault. Photos or video can help the team diagnose the issue. Evidence requests support the assessment; they are not an absolute condition of your statutory rights. Stop using or charging the product if it may be unsafe.

Warranty repairs at our depot normally take 3–10 working days after the product arrives. Collection, redelivery, parts availability or a complex fault can extend the overall time. Some issues can be resolved without a depot repair; we will confirm the next step after assessing the information you provide. See our Warranty page.

We service and repair EnviroRides eScooters, including tyres, inner tubes, brakes, bearings, suspension, folding hardware, motors, controllers and charging faults. For other scooter brands, we can usually help with basic mechanical work such as tyres and brakes, but not technical or electrical repairs. Prices depend on the model, parts and work needed. Submit the form on our Servicing & Repairs page so we can confirm whether we can help and explain the cost before work begins.

Local drop-off repairs usually take 2–5 working days after inspection and approval. For courier bookings, repair work usually takes 2–5 working days once the scooter reaches our workshop. Parts availability, the work required, workshop workload and courier delays can extend the overall time. We will confirm the expected turnaround after assessment. Warranty depot repairs have a separate normal timescale of 3–10 working days.

Yes, by appointment only. Our depot and workshop are at 46 County Square, Ashford, Kent, TN23 1YE. Arrange a visit before travelling. Repair drop-offs are by prior arrangement Monday–Friday. Contact services@envirorides.co.uk or call 01233 557647 to discuss a repair.

No. Water resistance is not the same as waterproofing. Follow your model’s IP rating and manual; avoid heavy rain, standing water and pressure washers. Clean with a soft cloth, keep the charging port dry and never charge a wet product. Contact us before using it again if water may have reached the battery or electronics. See our care guides.

Follow your model manual and our Troubleshooting guide. Check the power controls, charge level and correct charger connection without opening the battery or electronics. Never use an extension lead. If the battery is unusually hot, swollen, wet, damaged or smells unusual, stop using and charging it and contact our team. Read our Battery Care guide before charging again.

We offer Klarna, Clearpay and PayPal payment options on eligible purchases. Availability, approval and exact terms are confirmed by the provider at checkout; not every option is available to every customer or order. Visit our Finance page for current details. EnviroRides acts as a credit broker, not a lender, for applicable finance products.

Check the offer details shown on the website and relevant product page before ordering. Eligible products, minimum spend, expiry dates and whether codes can be combined vary by promotion. Confirm that the correct saving appears in checkout before paying. If a code is not accepted, contact us with the code and the products you want to order.

Use our Contact Us page, email help@envirorides.co.uk, or call 01233 557647. Phone hours are 10am–5pm Monday–Friday, excluding holidays. Include your order number and model where relevant. Depot visits are by appointment only.