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Before dispatch

If you would like to cancel your order before the product has been dispatched to you, please apply for HERE or contact our customer services team via email at support@ihoverboard.com, quoting your order number. If your order has not yet left our warehouse, we may be able to cancel the order and issue a refund once confirmed.

Please note that a 5% processing fee for order cancellation will be charged if the items have not shipped.

What if my order has already left the warehouse?

As we aim to dispatch items as quickly as possible, it may already be on its way to you. If this is the case, please reject the parcel or apply for HERE we will confirm this and help you to arrange a return.

For cancellation of orders that have already shipped, a 10% restocking fee will be charged, as well as the resulting shipping cost and tariffs.

Upon placing your order, our system automatically generates a shipping confirmation along with the tracking information. You can use the provided tracking number to check the status of your shipment on the corresponding courier's official website. Typically, our packages are delivered within 2-4 working days.

Please be aware that if you place an order over the weekend, there may be a slight delay in the availability of the tracking information. We appreciate your patience during this time.

Carrier tracking would provide you with up-to-date information about your package. If there are any delays in the delivery process or if you require further assistance, please do not hesitate to contact our customer service team at support@ihoverboard.com. They will be more than happy to assist you with any inquiries you may have.

If you need to modify the shipping address for your order, please contact our customer service team directly for assistance with this request. Kindly provide them with your order number and the updated shipping address. You can reach our customer service team at support@ihoverboard.com.

Please note that if your package has already been dispatched, we may not be able to successfully intercept and modify the address. In such cases, we kindly ask for your cooperation in contacting the logistics company directly to arrange for the address modification.

We appreciate your understanding and cooperation in this matter. Should you have any further questions or concerns, please feel free to contact us.

Thank you for choosing us as your supplier.

We apologize for the inconvenience caused by the non-receipt parcel. If your package has been signed for but not received, we recommend trying the following four methods to locate your parcel:

1. Please inquire with your family members if they have accepted the package on your behalf. Additionally, if there are surveillance cameras at your residence, you may check the footage. You can also contact your neighborhood's property management office to inquire about the parcel.

2. You can call the logistics company's phone number to inquire about the parcel. Please provide your name, address, and tracking number for assistance in tracking your parcel.

3. There is a possibility that the parcel may have been stolen. In such cases, we strongly advise you to report the incident to the local police station, who will assist you in investigating the matter.

We hope that one of the above methods will help you locate your parcel. If you still require assistance after exhausting these options, please do not hesitate to contact our official website customer service at support@ihoverboard.com.

We sincerely hope that you will be able to locate your parcel as soon as possible!

1. If your parcel has been automatically returned to us, it may be due to various reasons such as damage during transit or address issues. In such cases, please contact our customer service team for assistance in arranging a replacement parcel for you.

2. However, if the parcel was refused by you for reasons unrelated to transit issues, please be informed that upon receipt of the returned parcel, we will issue a refund to you. However, please note that a 10% deduction fee will be applied to cover administrative and handling costs.

For further details or assistance regarding your returned parcel, please do not hesitate to contact our customer service team at support@ihoverboard.com. They will be more than happy to assist you with any inquiries or concerns you may have.

Thank you for your understanding and cooperation.

We sincerely apologize for any inconvenience caused by the damage to your parcel. We highly prioritize product quality and customer satisfaction, and we deeply regret any dissatisfaction resulting from this incident.

While we make every effort to ensure that each new scooter is securely packaged, we understand that unforeseen circumstances can lead to damages during transit. If the packaging is damaged but the product remains unaffected, you can still use our scooter without any issues.

However, if the damage is severe, we kindly ask you to provide the following information to our customer service email at support@ihoverboard.com for further assistance:
1. Order number
2. Photos of the damaged packaging
3. Photos or videos showing the damage to the scooter
Once we receive this information, we will promptly assist you in resolving the issue to your satisfaction.

We appreciate your understanding and cooperation in this matter. If you have any further questions or concerns, please do not hesitate to contact us.

Under normal circumstances, our shipping process typically occurs within 24 hours of receiving your order. Once the order has been dispatched, the estimated transit time is usually between 1 to 3 working days, depending on your location and the shipping method selected.

Shipping Policy Page

Please be aware that courier networks are experiencing high demand currently, which may cause delays in deliveries and collections. iHoverboard will do all we can to ensure services are completed as quickly as possible.

Electric Scooters and Hoverboards

Delivery to the UK on e-scooters and hoverboards are FREE and in 1-3 working days.

Off Road Electric Scooters

Off-road electric scooters can now be delivered to your door in as little as 1 working day with our free express truck service.

Electric Bikes

Delivery to UK on electric bikes are FREE and in 1 working days by truck.

Total Estimated Delivery Time

• 1. All orders before 2:00 PM (GMT+1) will be sent today after 2:00 PM (GMT+1) will be sent the next day.
• 2. Normally orders will be dispatched in 1-2 working days once the payment is confirmed, and 2-5 days to arrive.
• 3. Please know that if out of stock in the UK, we will send it from other European warehouses via DHL. It will take about 4-9 working days to ship.
• 4. Orders placed after 1 pm on Fridays will be shipped on Mondays. 

We accept VISA, MasterCard, American Express, Discover and Paypal. Please note that the available payment methods may change depending on your region. We do not accept cash on delivery.

What payment methods can I use to pay for my order?

We accept all major credit cards, including Visa, Mastercard, American Express, Discover, and Diners Club. We also accept PayPal. You can also choose to pay by installments with Klarna.

         
         

Why was my credit card payment declined?

Make sure that the credit card number, expiration date, the billing address, and other information you entered are correct, and that the remaining credit on your card is sufficient for the purchase. If the payment is still declined, it might be due to our system's defense against possible fraud, and you can try to contact the card issuer to get the payment authorized, or use a different card.

You may also try another payment method such as PayPal, Klarna.

1. Pay With Paypal

(1)When you place an order with Paypal you will be redirected to the PayPal payment page, where you can confirm your payment by logging in with your PayPal username and password.

(2)If you are already a PayPal customer, you can log in with your user data and make a payment. Are you a newcomer to PayPal? You can then log in as a guest or open your PayPal account and confirm your payment.

2. Credit Card Via Paypal

PayPal Credit for UK customers, If you failed to pay, please ensure that your cards can be used for international online transactions. This is the most common cause of bank declines, particularly for UK based buyers.

3.Why has my payment been declined?
If you're having trouble paying with a credit or debit card, declined payments can be caused by one or more of the following:

(1)Paypal Credit
- The name and address of the cardholder do not match the billing details. Make sure that all details, such as the card number, expiration date, and CVV code, are entered correctly, and check that the name and billing addresses are exactly as they appear on your card statement.
- Your card has reached the limit for internet transactions.
- The transaction page has timed-out.
- Leaving the page before finishing the check-out procedure.
(2)PayPal
- The transaction page has timed-out.
- Leaving the page before finishing the check-out procedure.
- Your PayPal account has insufficient funds or is not linked to any secondary option like a bank account or a credit card.
Please contact PayPal for detailed questions concerning your PayPal account.

4. Pay With Credit/Debit Card
         
We accept Visa, Mastercard, American Express, Discover, and Diners Club etc. Please note that iHoveroard does not collect your credit/debit card number or personal information when you make a payment. For questions regarding your transactions on our site, please consult your card-issuing bank for information.

5. Pay With Klarna

We’ve partnered with Klarna to provide you with easy payment options at checkout, so you can buy what you want, when you want.

Klarna's Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Ts&Cs and late fees apply

If you still have any other questions about payment, please feel free to contact us：support@ihoverboard.com

If you encounter any difficulties with your payment, we have some suggestions to help you troubleshoot the issue:

1. Please double-check your delivery address to ensure its accuracy. If needed, you can re-enter the address during the checkout process.

2. Try using a different payment method. We currently support PayPal, credit cards, and installment services.

3. Contact your bank to verify if there are any payment restrictions on your card. They may be able to lift any restrictions to allow the transaction to proceed smoothly.

4. For further assistance or inquiries, please don't hesitate to reach out to our staff at support@ihoverboard.com. We are here to help resolve any payment-related issues you may encounter.

The best way to change your order is to contact our support or simply give us a call during our business hours. If an order is shipped, we won't be able to make any changes to your order and you would need to place a new order.

As we aim to dispatch items as quickly as possible, it may already be on its way to you. If this is the case, please reject the parcel or apply for HERE we will confirm this and help you to arrange a return.

For cancellation of orders that have already shipped, a 10% restocking fee will be charged, as well as the resulting shipping cost and tariffs.

Returns are not allowed after 30 days of the delivery date.

If you change your mind about your purchase, you can return unused, “as new” items back using our tracked courier service for returns. You can then choose to get the item refunded or exchange it for an alternative product.

A 15% restocking fee will apply to returns of electric scooters and e-bikes, while hoverboards and kids' scooters will be subject to a 20% restocking fee.

To initiate a return you must apply for HERE or contact us via our email address: support@ihoverboard.com, please include your order number and the reason for your return in your email. We’ll arrange for a pre-paid label for you to drop the product off at your local post office for return. All such information must be received by us within 30 days of you receiving your product.

You can print the label and attach to the original box, which can then be dropped off at your local post office for collection by courier.

iHoverboard is not responsible for the shipping cost of the package returned by the customers themselves.

It is your responsibility to ensure that the item is returned to us in a safe and secure manner. iHoverboard cannot be held responsible for any damage caused during posting. If not using one of our services above, we suggest that you use a recorded postal/courier service.

Refunds will be processed using the original payment method.

The goods must be returned in an “as new” condition with all components included in their original box and packaging. Items returned without original packaging may be damaged in transit - the purchaser accepts all liability for any damage and loss of value incurred. Mileage on returned e-scooters and hoverboards must be less than 1km.

You must include in the box a copy of your name and order number for the return to be processed.

Once your refund has been approved by the iHoverboard technicians, we will ask for your confirmation that you accept the terms of the refund. We will refund the agreed monetary value to your original payment method within 14 days. Please be aware that direct refunds can take up to five days to appear in your bank account depending on who you bank with.

KLARNA Returns

If you paid using one of Klarna’s payment products – ‘Pay in 3’ – we will instruct Klarna to arrange for any agreed value to be repaid. This may take longer than a direct refund because Klarna needs to arrange for this refund following our instruction. For more details of Klarna’s refund policies, please click here.

Return information :

Recipient: RTN-119 Refurbish department

Phone: +44 7529 820302

Returns address: Unit 15, Union road Oldbury Birmingham,
West Midlands
B69 3EX

Refunds & Returns Policy

Returns are not allowed after 30 days of the delivery date.

If you change your mind about your purchase, you can return unused, “as new” items back using our tracked courier service for returns. You can then choose to get the item refunded or exchange it for an alternative product.

A 15% restocking fee will apply to returns of electric scooters and e-bikes, while hoverboards and kids' scooters will be subject to a 20% restocking fee.

To initiate a return you must apply for HERE or contact us via our email address: support@ihoverboard.com, please include your order number and the reason for your return in your email. We’ll arrange for a pre-paid label for you to drop the product off at your local post office for return. All such information must be received by us within 30 days of you receiving your product.

You can print the label and attach to the original box, which can then be dropped off at your local post office for collection by courier.

iHoverboard is not responsible for the shipping cost of the package returned by the customers themselves.

It is your responsibility to ensure that the item is returned to us in a safe and secure manner. iHoverboard cannot be held responsible for any damage caused during posting. If not using one of our services above, we suggest that you use a recorded postal/courier service.

Refunds will be processed using the original payment method.

The goods must be returned in an “as new” condition with all components included in their original box and packaging. Items returned without original packaging may be damaged in transit - the purchaser accepts all liability for any damage and loss of value incurred. Mileage on returned e-scooters and hoverboards must be less than 1km.

You must include in the box a copy of your name and order number for the return to be processed.

Once your refund has been approved by the iHoverboard technicians, we will ask for your confirmation that you accept the terms of the refund. We will refund the agreed monetary value to your original payment method within 14 days. Please be aware that direct refunds can take up to five days to appear in your bank account depending on who you bank with.

KLARNA Returns

If you paid using one of Klarna’s payment products – ‘Pay in 3’ – we will instruct Klarna to arrange for any agreed value to be repaid. This may take longer than a direct refund because Klarna needs to arrange for this refund following our instruction. For more details of Klarna’s refund policies, please click here.

Return information :

Recipient: RTN-119 Refurbish department

Phone: +44 7529 820302

Returns address: Unit 15, Union road Oldbury Birmingham,
West Midlands
B69 3EX

FAULTY ITEMS WITHIN 30 DAYS

If you receive your item and it is faulty, damaged, or develops a fault under normal use within 30 days of delivery, then you can return it to us for repair, replacement or refund.

To initiate a return by post you must apply for HERE or contact us via our email address: support@ihoverboard.com, quoting your order number and details of the fault. If you can, please also attach clear images or a short video that demonstrates the problem and product condition.

Following a email or phone based assessment, we’ll arrange for a pre-paid label for you to drop the product off at your local post office for return.

iHoverboard is not responsible for the shipping cost of the package returned by the customers themselves.

All returns are assessed by a iHoverboard technician and the fault must be confirmed before further action can be taken. This assessment process can take up to 7 working days from us receiving the product.

All components must be returned in the box with your item. If no fault is confirmed, the item will be returned to you. We may charge you to return the product in these circumstances.

*normal use is defined under the manufacturer’s warranty. The warranty doesn’t cover consumable parts such as Wheels (Tyres, Spokes or Punctures), Cables, Brake shoes, Headsets or Bottom brackets.

We want to assure you of the safety and quality of our batteries, which have undergone CE certification to meet rigorous safety standards. You can confidently place your order knowing that our batteries are reliable and safe for use.

In the unlikely event that you encounter any quality issues with the battery, please rest assured that we offer a replacement policy for your peace of mind. Within a period of 6 months from the date of purchase, we will replace any faulty batteries free of charge.

Your satisfaction and safety are our top priorities, and we are committed to providing you with high-quality products and excellent service.

Thank you for choosing us as your trusted supplier. If you have any further questions or concerns, please feel free to reach out to us.
For further assistance or inquiries, please don't hesitate to reach out to our staff at support@ihoverboard.com. We are here to help resolve any payment-related issues you may encounter.

Our scooters are designed and manufactured to comply with all relevant regulations and standards. However, specific laws regarding the use of electric scooters on public roads can vary depending on your location. It's important to check with local authorities or transportation departments to understand the rules and regulations that apply in your area.

About the invoice, please directly contact our customer service email at support@ihoverboard.com. Kindly provide the email address or address used for placing your order. Upon receiving your email, we will promptly send the invoice to you within 24 hours. Please remember to check your email inbox accordingly.

If you have any further questions or concerns, please feel free to let us know.