Returns and Exchanges

All products purchased through our website must fullfill these conditions in order to be entitled for a return/exchange. Non-domestic orders (international orders) are not entitled for returns/exchange, due to the high cost of logistics and air shipping.

1. Unopened & Unused Merchandise (Electric Scooters Only)

• Unopened merchandise may be returned within 10 business days of delivery. An up to 15% restocking fee will be applied for all unopened merchandise upon successful return.
• If you refuse the shipment, you will be charged a 15% restocking fee. VORO covers the shipping costs completely when originally delivered to you. Should you change your mind after a successful delivery for any reason, it is the customer's responsibility to cover shipping fees to return the product to VORO.
• The restocking fee and any other fees related to your return will be deducted from the total refund amount before the refund is complete.

2. Opened Merchandise (Electric Scooters Only) - 10 Mile Rule

• Opened merchandise may be returned within 30 business days of delivery, and must have less than 10 miles of usage recorded by the device. A 20% restocking fee will be applied for all opened merchandise upon successful return.
• Riding up to 10 miles on an electric scooter is a reasonable distance to determine whether or not the electric scooter is for you. If you experienced issues with your electric scooter, reach out to our Customer Support team. If something arrived damaged, it may be covered under the Warranty. Be sure to check our policies and utilize our support and resources before initiating a return.
• Merchandise must be returned undamaged and in the original packaging.
• The restocking fee and any other fees related to your return will be deducted from the total refund amount before the refund is complete.

• Step 1: Apply for a return/exchange HERE.
• Step 2: Ensure that you have met all return request criteria and upload all necessary documents and pictures.
• Step 3: Upon confirmation, ship the product back to us.
• Pack the product in original packaging or a sturdy box to ensure it will arrive undamaged. This is the customer's responsibility.
• Once the products are received and verified, you will receive a confirmation email with the details of your refund. We will process the refund or store credit within 5 business days.

*Please note that by applying, does not mean approval. VORO Motors reserves the rights to deny any application should there be any reason to do so.*

*Products purchased through an authorized retailer must follow the return policies of the retailer and cannot be returned to VORO directly.*

• Any product (electric scooters only) that is eligible for return or exchange will receive a refund for between 80% (opened packages) to 85% (unopened packages), and refunds are returned to the original method of payment. The remainder is used to cover shipping costs, transaction fees, and any taxes incurred for the initial shipment of the product (varies based on your country and location).
• For example:
• You are located in the United States and purchase an EMOVE Cruiser for $1,399.
• You received the shipment, opened the box, tried the scooter for less than 10 miles, and realized it wasn't going to work for your lifestyle (it happens). 
• Your refunded amount will be $1,399 - $300 (shipping/restocking) - $41.97 (transaction fees) = $1057.03.  

When electric scooters are returned, we assess the condition to determine what fees may apply. Whether the package was opened or unopened, customers may be charged up to 20% restocking given the following conditions. 

Clear Signs of Use or Damage
The electric scooter should be returned in the condition in which it was received. The electric scooter's condition should not reflect being driven or left outdoors, including mud, rust, scratches, dents, water damage, sun damage, or other clear signs of abuse. 

Packaging and Protection
The customer is responsible for properly packaging and ensuring that the electric scooter is returned undamaged and in working condition unless existing damage was reported prior to the return/exchange.

Electric scooters returned in heavily used condition with unreported damages and/or without the original packaging are subjected to an additional restocking fee amounting up to 20% of the original product purchase price.

VORO reserves the right to refuse your request for a return or exchange if the product fails to meet the criteria mentioned above. Here are some additional scenarios in which we may not accept a return or exchange. 

1. International orders are not eligible for return/exchange.

• Our return/exchange policy applies to domestic (United States) orders only. We are not accepting returns from international customers at the time. We kindly ask our international customers to be mindful of this policy when placing orders.

2. Accessories and spare parts are (generally) not eligible for return/exchange.

• Our return/exchange policy does not apply to smaller components like accessories or spare parts. 
• If an accessory or part is inoperable upon arrival, VORO will provide a replacement/exchange for the same accessory or part at no cost to the customer. 
• If a customer would like to make a return for an accessory or spare part that has been approved, a restocking fee will apply.
• It is the customer's responsibility to ensure that the accessory or spare part they are purchasing is compatible with their electric scooter.
• It is the customer's responsibility to ensure that accessory or spare parts purchased for an electric scooter that we do not sell is compatible before purchase. 
• In general, accessories and spare parts are not eligible for returns and refunds.

3. If you do not provide a valid reason or claim performance as a reason, your electric scooter may not be eligible for return/exchange. 

• If you do not provide a reasonable reason for your return, VORO may choose to refuse it. 
• We determine the riding speed, range, and hill climbs based on a standard 165 lb rider, and performance will vary based on rider weight, riding style, battery charge/condition, and road conditions. Make sure the electric scooter you choose has adequate power given your size and location. Returning or exchanging an electric scooter because it is too slow is not a valid reason. 

4. If you do not receive approval for the return/exchange before shipping it VORO, it will not be eligible for return/exchange.

• If you ship your electric scooter back to us without having had prior contact to initiate a return or exchange, the electric scooter will not be approved for return. VORO reserves the right to reject the shipment and refuse the return/exchange.

5. If the electric scooter was used for competitions, rentals or commercial purposes, it will not be eligible for return/exchange.

6. If the electric scooter was a refurbished model or purchased at a discounted price, it will not be eligible for return/exchange. 

• Electric scooters included in a warehouse sale or sold as refurbished models are not eligible for return or exchange. 
• Electric scooters included in a Final Sale are not eligible for returns or exchanges.
• However, our warranty covers all important components of refurbished electric scooters.

7. If the electric scooter is not in compliance with local state/county laws, that is not an eligible reason for return/exchange.

• Please carefully review your local state/county laws before purchasing an electric scooter to ensure you understand what is allowed in your region. 

Everyone at VORO works hard to ensure you get your products, especially your electric scooter, in the finest quality. Here are some exceptions we allow for returns/exchanges.

1. Items Damaged During Transit

• While we take every reasonable precaution to ensure that products are well-packed, damage can occur during shipment from our warehouse to your destination.
• Box Damages: Shipping heavy, oversized items across the country can incur some scuffs around the box, which is normal for all shipping. The purpose of the box is to ensure the unit inside is well protected. 
• If your products arrive having received damage during transit:
• Take pictures of the damage and ask the freight company for a confirmation or claim number.
• Please refuse delivery and have the carrier note your refusal reason as “damaged”.
• If you are unable to refuse the damaged shipment upon arrival or the damage is concealed, notify us and the freight company immediately.
• Shipping related damages must be reported to the freight company and to us within 7 days of receipt of shipment.
• Open a support ticket with VORO, describing the damage, including photos, videos and confirmation number from the freight company. Do not throw away the original packaging.

2. Products Returned for Warranty Claims

Your VORO product (purchased on the VORO website or through an authorized retailer) has a limited 6-month or 1-year warranty covering parts due to manufacturer defect.

If a manufacturer defect arises during the warranty period, VORO will cover the shipping costs for the return unit to be shipped to us for repairs.

3. Electric Scooter Exchange Policy

As of June 10, 2020, VORO will no longer ship replacement units before the original units have been returned. 

In an effort to provide the best for our customers, we had been sending out replacement units before receiving the original unit at our headquarters.

Unfortunately, we have too many incidents where the original unit was not as damaged as claimed while we sent a new, replacement unit. Some customers kept both the original and replacement electric scooters.

We ship replacement units to customers after we've received the original unit and verified any reported damage or issues, but please bear in mind that the process will take time. If you are located near one of our storefronts, we will happily speed up the process as much as possible.

If you choose not to wait for an exchange for your electric scooter, we are more than willing to offer a full refund when the electric scooter has been returned.

VORO offers free shipping as a convenience to our customers. We absorb the shipping fees, which can be costly. Because shipping is both expensive and time-consuming, we process returns and exchanges thoughtfully and carefully. For every return or exchange, our team performs a labor intensive inspection, detailing any and all issues with the electric scooter.

We do not charge customers for this inspection or for our continued customer service and support. However, return shipping and taxes are transferred to the customer should you choose to submit your electric scooter for an exchange/return.

We have growing team of genuine people working tirelessly to answer every inquiry and address all issues. Your satisfaction and trust are extremely important to us.

How Will I Receive My Reimbursement?
We will return the reimbursement to the means of payment you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement except as described above.