If you change your mind, you have 14 days to return your Cruzzer; if something is faulty, we will put it right. This page explains how returns and refunds work for purchases from Cruzzer UK Ltd under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

14-day cooling-off period (change of mind)

If you buy as a consumer online, by phone or by email, you may cancel your order for any reason within 14 days of the day you, or someone on your behalf, receive the goods. You then have a further 14 days to send them back to us.

Condition of the goods. To receive a full refund the vehicle must be unused and complete, in its original packaging with all accessories, charger, keys and documents, and ridden no more than a brief test in a dry indoor area. It should show no scratches, dirt or tyre wear, and seals and serial numbers must be intact. If the goods have been handled beyond what is needed to examine them — ridden outdoors, marked or returned without packaging — we may deduct an amount reflecting the loss in value.

Return costs. You pay the cost of returning the goods unless they are faulty. For e-bikes, mopeds and other large vehicles we can arrange a pallet collection and deduct the cost from your refund; we will quote before booking. If you return the whole order, we also refund the standard £39 outbound delivery charge. Orders collected from our warehouse can be brought back free of charge by appointment.

How to start a return

1. Tell us within 14 days of receiving the goods. Email [email protected] with your order number and the word “Return” in the subject line, or write to Cruzzer UK Ltd, Office 1, 3 Friars Walk, Reading, Berkshire RG1 1HR. A simple statement such as “I wish to cancel my order [number]” is enough.
2. We issue a returns reference and confirm the return address and any collection arrangements, normally within one working day.
3. Pack the vehicle in its original box with the protective inserts. Lithium batteries must go with a carrier that accepts them; if in doubt, ask us to arrange collection at cost. Keep your proof of postage.
4. We inspect the goods within two working days of receipt and confirm your refund by email.

Refund timing

We refund within 14 days of receiving the goods back, or of receiving your proof of return postage if that is earlier. Refunds go to the original payment method; card refunds usually appear within 3–5 working days, and cash paid on collection is refunded by bank transfer.

Faulty or damaged goods

If your vehicle arrives damaged or develops a fault, contact [email protected] with photos or a short video. Under the Consumer Rights Act 2015 you can reject faulty goods for a full refund within 30 days of delivery, or ask for a repair or replacement. After 30 days and within six months we will repair or replace first; if that does not resolve the problem you are entitled to a refund. We pay the return shipping or arrange collection for faulty goods, and our service centre diagnoses within 5 working days. Report transit damage within 48 hours of delivery (see Delivery); full warranty terms are on the Warranty page.

Exchanges

Prefer a different model or colour? Return the vehicle under the cooling-off rules and place a new order, or ask us to arrange a swap; any price difference is charged or refunded.

Trade (B2B) orders

The 14-day cooling-off period applies to consumers only. Returns of goods bought on a trade account are accepted by prior agreement only, in unused condition and original packaging, and may be subject to a restocking charge. Faulty trade goods are handled under the standard warranty.

Important: UK road use

Privately owned e-scooters may not currently be ridden on public roads, cycle lanes or pavements in Great Britain; e-bikes above the EAPC limits and all mopeds and motorbikes require registration, insurance, tax and a licence for road use. A vehicle that has been ridden outdoors is no longer in unused condition, so please check the legal position and that the model suits your needs before you ride.