Returns & Exchanges
Please take some time to read through this extremely reasonable policy that is fair for both buyers and sellers.
All products purchased through our website/in store must fulfil these conditions in order to be entitled for a return/exchange. Non-domestic orders (Outside of U.S.) are strictly not entitled for returns/exchange, due to extremely costly logistics and air shipping.
Unopened & Unused Merchandise (Electric Scooters Only):
All unopened packages may be returned within 10 business days of purchase and are subjected to up to 15% restocking fee upon a successful delivery. Scooter must be un-used, meaning the tires did not touch the pavement for any amount of time. Once the tires touch the pavement it is considered a used scooter and we cannot accept the return.
A restocking fee is charged due to the “Free” shipping that WYRD RYDS offers to our customers. While you are seeing that it is “free shipping”, WYRD RYDS actually covers the shipping costs for your purchase. Should you change your mind after a successful delivery due to any reason, it is only fair that you should cover for the delivery fees for the product to be returned to us.
The refunded fees will be deducted from the total amount before refund is made back to your payment method.
Merchandise must be undamaged and in the original packaging. A 20% restocking fee will be applied for all opened merchandise.
May product (electric scooters only) that is subjected for return or exchange can be done so for up to 80% (opened packages) / 85% (unopened packages) refund to the original method of payment where the remaining 20% (opened packages) / 15% (unopened packages) is used to cover the costs of shipping (To and Fro), 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 US and purchase an EMOVE Cruiser for $1,399. You received the shipment and change your mind, decided that you would use a bicycle instead. (Seriously?!)
If you bought the scooter and find out that the city is not a good condition for you to ride (Come on now, can we all make up our mind before purchasing and not just return stuff?!)
Refunded amount will be $1,399 - $300 (Shipping Costs, To & From) - $41.97 (transaction fees) = $1057.03.
Acceptance of Returns:
Upon acceptance of your return, the customer is responsible for the following. Without meeting ANY of the following criteria, a full 20% restocking fee may still apply regardless if the package is opened or unopened.
Free From ANY AND ALL USE. 1 mile is 1 mile.
All returns/exchange applications are subjected to approval if the scooter looks beaten up and as though it has been used through 5 soccer fields. Even though you are thinking of returning back to us, the product has to be returned to us in its original state, and not unprotected, dirty and beyond repairs.
Package and Protection:
The customer is responsible for ensuring that the product arrives undamaged and in working condition, unless reported prior to the return/exchange. Products returned in heavily used condition, with un-reported damages or without original packaging are subjected to an additional restocking fee amounting up to 20% of the original product purchase price.
Refusal of Returns/Exchanges:
WYRD RYDS can choose to refuse your return/exchange request if it fails to meet the basic criteria mentioned above as well as the following:
International Orders:
This return policy applies to US orders only. At this time, international returns are not accepted. We kindly ask that you are mindful when purchasing any of our products, as we will not be held responsible for upholding our stated return policy for international orders.
Accessories and Spare Parts:
This return/exchange policy does not apply to smaller components like additional accessories or spare parts purchased.
If the accessory is not working upon arrival, WYRD RYDS will be responsible to replace a brand new accessory for you at no cost.
It is the customer's responsibility to make sure that the accessory/spare part purchase is compatible with your scooter.
WYRD RYDS is not responsible if you purchase a spare part for a scooter outside of what we sell.
Accessories and spare parts are not subjected to any returns and refunds.
If a return for accessories or spare parts have been arranged by one of us, restocking fees will apply.
Conditions of the product and/or packaging are poor.
No reasonable cause for return/exchange.
It is a speed related issue.
We advertise the riding speed based on the standard testing requirements of a 165-lbs person, unlike phones, electric scooters are items that are ridden on, speed varies among user’s weight, road conditions.
No prior acceptance and approval for the return/exchange.
Without contacting us prior to sending back the unit in order to resolve any product related issues, WYRD RYDS reserves the right to reject the package and refusing the return/exchange.
Product has been used for competitions, rentals or commercial purposes.
Refurbished or Discounted.
Any product going through warehouse sale or is refurbished, are sold at incredibly low prices.
And while there is warranty for all the important components on your refurbished scooter, we do not accept returns after usage on the refurbished units.
Compliance with local state/county laws.
Please conduct your due diligence on your local state/county laws before purchasing the scooter.
Exceptions:
WYRD RYDS works really hard to ensure you get your products at the finest quality. We want to be responsible and fair to you as well. Here are some exceptions that there may not be any fees incurred to you, should you choose to apply for a return/exchange.
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 oversized large items across the country can incur some scuffs around the box, that is normal for all shipping companies across the United States. The purpose of the box is to ensure the unit inside is well protected. If your products are damaged during transit:
Please refuse delivery and have the driver note refusal reason as “damaged”.
If you are unable to refuse the damaged shipment or if freight 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.
Take pictures of the damage and ask the freight company for a confirmation or claim number.
Open a support ticket with WYRD describing the damage, including photos, videos and confirmation number from the freight company. Do not throw away the original packaging.
Returning Products for Warranty Claims:
Your WYRD product (purchased on the Website or through an authorized retailer) has a limited 1 Year/6-months warranty covering parts due to manufacturer defect.
If a manufacturer defect arises during the Warranty Period, WYRD will cover the costs for the return unit to be shipped to us for repairs.
Exchange: Sending a replacement unit before the return unit comes back
In the expense of customer service and reducing downtime, we have been going out of the way for our customers by sending out a replacement unit before the original unit comes back to our office.
Unfortunately, we have too many incidents where the "reported damaged" unit was not as damaged as claimed to be, some customers decided to keep both scooters and choose not to return the original unit back to us. This type of behavior is real and has been happening over the past couple of years, and the policy has constantly been taken advantage of.
We are more than willing to ship out the replacement scooter at the earliest possible time once the returned unit gets back to us. However, please understand that the process will take time. If you are at our physical store, we are more than willing to speed up the process almost instantly. Shipping requires time and we do not have control over transit time.
If you choose not to wait for the exchange, we are more than willing to offer you a full refund when the unit has returned back to us.
Returns and Exchanges Explained:
In the expense of convenience and providing customer satisfaction, we offer free shipping for orders of our products.
However, these shipping is actually not free, WYRD absorbs the shipping fee and pays for it on your behalf. That means we take returns very seriously. 1 shipping trip of an electric scooter (a battery product), will cost upwards of $150 per trip.
On top of that, we do not sell returned products. There are intense labor involved in a returned product, we have to inspect the entire returned scooter in-and-out. This is not even including of handling, repair or service fees for all of these troubles.
We will not charge you all these additional fees as we aim to provide top-notch customer service and support. To keep it fair for you as well as us, all we ask is for you to cover the 3rd party costs incurred such as shipping and taxes. (Should you choose to do a return/exchange)
We are not the size of Amazon or companies like Boosted, who raised hundreds of millions of investment capital to provide a crazy return policy - Which has shut down as of 2020. We have an entire team of real people working behind the scenes, trying to serve every single inquiry and question. We stock spare parts and components to ensure all riders' needs are taken care of. We are in here for the long run, as many riders can attest to. Your satisfaction and trust is extremely important to us.
How Will I Receive My Reimbursement?
We will make the reimbursement using the same means of payment as 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.