Return & Refund Policy

01Your return request window

For consumer distance purchases covered by EU withdrawal rules, you may withdraw without giving a reason within 14 calendar days after you, or a third party you nominate other than the carrier, receives the goods. For goods ordered together and delivered separately, the period generally starts when the last item is received.

Notify us by a clear statement sent to support@phscoo.com or by post to our company address below before the period expires. You may use the optional form below. Follow the photo pre-inspection and written return-authorization process described on this page.

02Condition & packaging requirements

For non-defective returns under the PHSCOO return policy, the following conditions apply:

• The unit must remain fully resalable, brand new with zero usage traces.
• Tires must be clean and free of ground dirt. The original packaging must be used for the return.
• Actual riding mileage must not exceed 3 kilometers.
• We reserve the right to reject the parcel if there are scratches, abrasions, stains or disassembly marks.
• The returned scooter must remain intact without disassembly. Otherwise, the return application will be rejected.

Mandatory consumer rights apply separately and take precedence where required by applicable law.

03How to arrange a return

1. 01Notify WithdrawalWithin 14 days: order number, full scooter photos, odometer screenshot and tire photos. Unauthorized returned parcels will be rejected unless obvious factory defects are verified in advance.
2. 02Photo Pre-inspectionReview within 3–5 working days; verify mileage, appearance, packaging and accessories.
3. 03Get Return AuthorizationWarehouse address issued only after pre-inspection passes. Never ship without written confirmation.
4. 04Pack, Ship & InspectRepack in original carton; follow the assigned shipping instructions and provide tracking after shipment. Warehouse inspects within 3–5 working days and reserves the right to refuse acceptance if there are scratches, dirt or disassembly marks; refund in 3–7 working days or arrange replacement.

After notifying us of withdrawal, send the goods back without undue delay and no later than 14 days after your notification. Contact PHSCOO Support promptly for the assigned return location and battery-safe shipping instructions. We coordinate the appropriate official service point; the company address and German dispatch warehouse are not default parcel-return addresses. Obtain the assigned address and written confirmation before shipping; do not treat the dispatch warehouse as a return address.

Statutory exceptions may apply, such as goods genuinely made to your specifications or clearly personalized. Selecting a standard colour or configuration does not by itself make a product personalized.

04Who pays for return shipping?

For change-of-mind withdrawal, you bear the direct return cost only where this was properly disclosed before purchase. Where goods cannot normally be returned by post, applicable pre-contract information must also include the return cost or a reasonable estimate. If we offer a prepaid label, we will tell you the charge and obtain your agreement before deducting it. Contact us for a suitable transport arrangement for a scooter containing a lithium battery; do not ship a damaged battery without instructions.

For defective, incorrectly supplied or transit-damaged goods, PHSCOO covers the necessary return costs under the applicable remedy. For eligible commercial warranty faults, we cover authorized repair, required warranty replacement parts and round-trip shipping arranged through the service process.

05Inspection & refund processing

Under the PHSCOO service process, the warehouse inspects the returned scooter within 3–5 working days. Following inspection and acceptance, the policy provides for a refund in 3–7 working days or an agreed replacement.

For an applicable withdrawal refund, reimbursement includes the cost of the least expensive standard delivery option. Extra costs for a more expensive option chosen by you are not included.

Refunds use the original payment method unless you expressly agree otherwise, without a refund fee. Your bank or payment provider may take additional time to display the credit.

Mandatory consumer rights apply separately and take precedence where required by applicable law.

06Faulty goods & warranty support

Your rights for non-conforming goods are separate from the 14-day withdrawal right. Depending on applicable law and the circumstances, remedies may include repair, replacement, price reduction or termination and refund. Those rights do not end after 14 days and are not replaced by a commercial warranty.

Commercial coverage depends on configuration and component: Standard battery and core electronic coverage is 12 months; Premium coverage for those components is 24 months. Both configurations have 24-month main-frame coverage. Other component periods and extension restrictions are shown in the consumer after-sales policy and applicable component warranty schedule.

Normal wear is excluded. Confirmed manufacturing defects in consumables on first delivery remain eligible for assessment and replacement. Battery coverage also has cycle-count, capacity and fault-cause conditions in the consumer after-sales policy.

07Cancellations, exchanges & delivery issues

Contact us promptly to cancel before dispatch. If dispatch has already occurred, the applicable withdrawal process remains available. A voluntary exchange depends on availability; we will confirm any price difference and return arrangements before proceeding.

No free exchange for personal preference, normal wear or man-made damage. Any exchange application submitted after the 14-day window will incur depreciation charges. If the inspection confirms that the damage is caused by improper operation, the buyer shall bear all round-trip freight.

If you discover any exterior defects upon receipt or after signing for the parcel, you must immediately photograph and report them. Otherwise, appearance complaints will not be accepted.

For missing parcels, contact PHSCOO Support with the order number and tracking details. We will coordinate with the carrier.

Mandatory consumer rights apply separately and take precedence where required by applicable law.

08Optional withdrawal notice

You may copy the text below into an email or send it by post. The form itself is optional.

09Who handles your order?

Jinhua Yueqi Electric Vehicle Co.,ltd (金华市悦骑电动车有限公司), registered in China, is responsible for sales, payment collection and after-sales service for www.phscoo.com. The French company coordinates European dealer relations and after-sales cooperation.

Mandatory consumer rights apply separately and take precedence where required by applicable law.