Store Policies

Domestic (Canada & U.S.) Customers

Products purchased through an authorized retailer must follow the return policies of the retailer and cannot be returned to SkipAve directly. Products purchased through our website are subject to the terms and conditions below:

Warranty 

 

SkipAve provides 1 year warranty that is non-transferable after the product’s initial sale. If a manufacturing defect arises during the warranty period, we offer repair for the affected product at no charge, exchange with a new replacement, or supply a replacement part if the problem is isolated and can be rectified with new part(s). 

During the warranty period the customer is responsible for return shipping, and can purchase a shipping label at a discount rate from our customer service team. 

*Items damaged due to misuse of the scooter, or incidental issues due to normal wear and tear (such as flat tires, screws, tire tubes, kick stands, worn brakes, joints loosening), are not covered under the warranty replacement program. However, parts can be purchased directly from us in these situations. 

*No reimbursement is provided for towing, loss of time, loss of use, inconvenience, incidental or consequential damages.

Battery Related Issues:  Lithium-ion battery packs are consumable products that can lose charge capacity over time. Defective batteries are rare, but they are covered under warranty.  Receiving a defective battery would usually mean it can not be charged or operated inside the scooter.  If you believe your battery is defective, please upload photos of the battery's serial number with a request form. If due to manufacturers defect customers are issued either a 1 time replacement battery or scooter. 

Dead on Arrival: In extremely rare case where your scooter arrives defective(not operative), SkipAve will either replace the defective component, repair the scooter, or send a new replacement unit at no charge.  In situations where the scooter needs to be sent back to us, we will provide a prepaid return label. Dead on Arrival claims must be made within the first 15 days of delivery.

Modifications to product: No unapproved modifications can be made to the product, its performance or otherwise, in order for the 1 year warranty to remain in effect.

Aging: This Limited 1 Year Warranty will not cover any damage which results from aging, such as fading of paint, deterioration of plated surfaces, deterioration of rubber or plastics, or rusting.

Cosmetic Damage: This limited 1 Year Warranty does not cover minor surface blemishes, rips, tears, or other cosmetic damage due to normal use, or other intentional or unintentional damage to the product.

Neglect: Damage due to misuse or neglect, use other than as specified in the Owner’s Manual, or use under abnormal conditions are not covered by this Limited 1 Year Warranty.

Weather: Warranty is void if weather-related water damage is determined. Owner is responsible for storage and protection from the weather.

Second Hand Purchase: This limited warranty does not cover products sold second hand, open box, including but not limited to floor models (unless manufacturer’s warranty approved upon date of purchase). Refurbished equipment, equipment sold without a manufacturer’s warranty or sold “as is”.

* Warranty is void if your scooter shows visible signs of damage or has been misused beyond what is considered normal use, including water damage. Wear and tear is not covered under this warranty, only defects in craftsmanship such as receiving a product DOA or a bad chipboard.

 International Customers

The same warranty and return conditions outlined above also apply for international orders shipped outside the US or Canada.  However, the buyer will be responsible for shipping and customs duties & taxes when shipping the product back for a return or repair.

 

SkipAve Cancellation/Return Policy

 

1) Pre-Orders:

If it is a pre-order (expecting to ship the product in the relatively distant future), you may cancel the order 7 business days before the expected shipping date. If an order is fulfilled or a tracking number is created, it means customer’s payment transaction has been made. Customers are responsible for the return shipping cost and 3% credit card processing fee. When a refund is processed, the funds will be credited back to your original payment method within 2-5 business days.

*Even if sometimes you have not received a tracking number, your order may have already been shipped from our warehouse. Because there could be up to 12-hour gap between the exact shipping time and order status update, please contact our Client Care Team for the most current order status including tracking numbers.

 

2) In-Stock Orders or In-Transit Items

If a product ordered is in stock, the order will be fulfilled within 1 hour after it is placed. The order cannot be canceled and will be shipped out. 

If the order has already been shipped, it is expected to be returned in reasonably good condition and undamaged.

If possible, refuse the shipment when the courier service attempts delivery. This will reroute the package back to our facilities. If this is not possible and the order must be delivered, please mention that in the comments section of your Return Request. Client Care Team will assist you to coordinate another means of returning the product. To submit your Return Request, simply follow the link above.

After we receive the product it will be inspected by our Client Care Team. Return will not be accepted, if it shows abnormal wear & tear or physical damage including missing original parts and accessories.  If the returned product is in reasonably good condition and undamaged, the return shipping cost + 3% credit card processing fee will be deducted from your total refund and the balance will be credited back to your original method of payment within 2-5 business days. 

 

3) Product is received, maybe unboxed and used

We would regret to hear that but if you notify us your decision within 15 days of delivery, the Client Care Team will be more than happy to assist you for the return process. No questions asked! Your money back is our No.1 priority, and we just want to see product returned in reasonably good condition and undamaged. Returns will not be accepted for any products that show abnormal wear & tear or physical damage. This also includes missing parts or accessories sold with the product. Once a return is inspected and accepted, the return shipping cost + 3% credit card processing fee will be deducted from your total refund and the balance will be credited back to your original method of payment within 2-5 business days. You can submit a return request via the link above.

*Even though after 15 days of purchase a return is not accepted,  our 1 year warranty program will likely cover your case. (See details in Warranty)

Any additional questions? Feel free to submit a request here and our Client Care Team will get back to you within 24 hours.

    Tracking Your Package

    Using the tracking number provided in your order confirmation email you can check the status of your delivery with the carrier. Please see our Shipping Restrictions below for more information.

    Shipping Restrictions

    SkipAve do not at this time accept product or parts orders being shipped to Puerto Rico, Hawaii.

    P.O. Boxes

    SkipAve do not ship to a U.S. Postal Service post office box. Please provide an actual street address.

    APO/FPO Addresses

    SkipAve do not ship to APO/FPO addresses.

    Commercial Mail Boxes

    SkipAve do not ship to a commercial mailbox similar to a Mail Boxes Etc®. Please provide an actual street address.