At iHoverboard, customer satisfaction is always our top priority. Our dedicated Quality Control and Quality Assurance teams will inspect your items prior to shipment.
Any damage or faults you may find must be reported to the iHoverboard team within 48 hours. If you find that you no longer want or need a particular product, we have a 14-day full money back guarantee.( Since receiving goods )

1. Our Promise

Simple & Efficient: iHoverboard provides direct warranty which is processed.

2. Order Cancellation

(1)Order Cancellation before Shipment
The customer can request that an order be canceled if we are unable to fulfill and ship your order within 7 working days. You can also cancel your order to apply full refund if your item has not been shipped.

(3)Order Cancellation after Shipment
Once the item has been shipped, your can choose to refuse the package, and we will charge you 10% restocking fee and the resulting shipping cost, duties, or tariffs will be at the customer’s cost. Once we have received your returned item, we will process the full refund, excluding 10% cost we need to charge to your original payment method.

3. Return and Refund

Return for defective/quality reasons
(1) Within 14 days: We will refund the full amount or replace a new one.
(2) Over 14 days within 30 days: All fees and expenses have been covered for the repair. If the problems cannot be resolved, you can ask us for a return label. 10% return label fee will be deducted from refunds.
(3) Over 30 days within wanrraty: All fees and expenses have been covered for the repair. If the problems are not fixable, we will offer a replacement or compensation of part refund depended on the actual problem and situation.

Return for non-defective reasons
(1)Within 14 days: We need to charge a 10% restocking fee and the resulting shipping cost, duties, or tariffs will be at the customer’s cost. So We refund the amount minus 10% cost upon receipt of the return package.(The goods must be returned in an “as new” condition with all components and the ride of products does not exceed 1 km.）
(2)Over 14 days within 30 days: we can accept refund 30%-80% cost depended on the actual problem and situation.
(3)More than 30 days: Not acceptable to return and full refund.

Details:

How do I return my order?

(1) If you need to return an order, please tell us detailed return reasons, and please provide all necessary documents and pictures, a clear photo and/or video to show the product condition our customer service team at [email protected]
(2) Once the request is approved, you will receive a free return label allowing you to return the item to our warehouse.
(3) Please be aware that products returned to iScooter without the provided return shipping label will be rejected at the customer’s cost.

Germany Warehouse address (return address):
Address: Am Kellerberg 11
City: Leipzig
State/Province: Sachsen
ZIP code: 04349
Telephone: +49 342 98491102
Country: Germany

4.Replacement

Only 30 days allowed replacement:
1. Undamaged / unused products: Within 30 days of the date of purchase, the products may be replaced without incurring additional shipping and handling fees.
2.Defective products: If you feel you have received a faulty or defective product damaged during transit, please contact our customer service team to apply replacement for free in time after you receive package.
3.Received the wrong item: You can choose to keep the wrong item with a partial refund or request the correct item. Please provide some pictures included shipping label and all items you received to our customer service team. After confirmation , we will offer you a free-of-charge return shipping label, upon your request , we will send you the correct item or issue the refund.
4.Missing or Lost Item:
If you suspect your package is missing or lost, please email our customer service team with the order number as well as the tracking number so that we can initiate a lost package claim. This claim will help in the recovery of your missing or lost package. The process will take 7 days until a formal confirmation can be received from the shipping company.

Any problem, please contact us and follow our warranty process:

To initiate a return for an exchange or refund, please email us at:[email protected], stating the reason for the return and attaching images/videos of the product, provide your order number. Once the request is approved. You can return the item to our warehouse and request a free return label for your item(s).

Please carefully follow our warranty process to minimize any delays:

(1) Describe the problem with your item in detail: What happened? When? How? Please also state your full order number.
(2) Tell us what steps you have already taken to resolve the issue.
(3) Provide the item code indicated on the outer packaging.
(4) Send a clear photo or video showing the defect(s); these should be taken under good lighting.

Warranty Exemptions and Notes

(1) Natural product degradation through wear and tear, along with breakage/damage during use, is solely the customer's responsibility and is not covered by our warranties.
(2) If you have damaged/misused the item(s), the product's warranty is immediately rendered void. No compensation is available in such cases. However, you are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.
(3) If you chose the wrong item or provides the wrong delivery address, iScooter will offer an exchange or refund for you, but please note that shipping costs to return the items are at your expense.

After this time, the refund time-frame is as below:

(1) PayPal refunds by: up to 48 hours.
(2) Credit card refunds: between 7-14 business days.
(3)Express shipping cost is non-refundable.
(4)We only accept returns for purchases made directly through our website (www.ihoverboard.eu). If you purchased through an authorized distributor, please contact them directly.

Customer Service: [email protected]
Open Hours: Mon-Fri: 9AM~6PM UTC
Closed: Saturday-Sunday and Public Holidays