Refunds & Returns Policy

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, please provide the order details, including the order number, receiver's name and/or email address. Your refund will be processed and a credit will automatically be applied to the original method of payment within 3 business days. If your order has not yet left our warehouse, we will 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.

After Dispatch

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.

To be eligible for a return, your item must meet the following conditions:

1. Any new and unused product purchased from iHoverboard may be returned for up to 30 days after the original delivery date.
2. The product must be unused, in its original packaging, and in the same condition as when you received it.
3. Return requests must be made within 7 days from the date of delivery.
4. Proof of purchase (order number or receipt) is required to process the return.
5. The products are in their original packaging and are delivered to us with a return shipping label (provided by iHoverboard after confirming the return request).

Return Steps

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.

1. 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.
2. We’ll arrange for a pre-paid label for you to drop the product off at your local post office for return. 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.
3. You must include in the box a copy of your name and order number for the return to be processed.
4. All such information must be received by us within 30 days of you receiving your product.

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.

Notice: To avoid the risk of lost parcels, customers are prohibited from returning packages independently. If a parcel is lost due to an independent return, we will not be held responsible and no refund will be issued. Additionally, customers will be held liable for any damage to items caused by independent returns.iHoverboard is not responsible for the shipping cost of the package returned by the customers themselves.Thank you for your understanding and cooperation. Please contact our customer service team to arrange a secure return process.

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.

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.

Refund Process

1. 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 7-14 business days.
2. Please be aware that direct refunds can take up to five days to appear in your bank account depending on who you bank with.
3. Refunds will be processed using the original payment method.

Our Refurbish Address:

Recipient: RTN-119 Refurbish department
Returns address: Unit 14, 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.

1. 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.
2. 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.

Notice:

1. iHoverboard is not responsible for the shipping cost of the package returned by the customers themselves.
2. 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.
3. 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 and other consumable accessory parts such as Wheels (Tyres, Spokes or Punctures), Cables, Brake shoes, Headsets or Bottom brackets.

- Faulty Items After 30 Days

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

If your product develops a fault through normal use after the initial 30 day return period, you may still be entitled to have your product repaired at no cost under warranty.

1. Please apply for HERE or email us at support@ihoverboard.com, quoting your order number and details of the fault attaching images or a short video that demonstrates the problem so that we can advise the next best steps.
2. We will support you through the next steps depending on the conditions set out in the manufacturer’s warranty.
3. 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 repair.

Notice:

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

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

Please note – any fault caused due to misuse of a product, including water ingress or external damage where this is not included in the manufacturer’s policy, may void the warranty. We strongly recommend that you read the product manual and warranty before using your product to avoid accidental voiding of your warranty.

- Received Wrong Item:

We adhere to strict order fulfillment procedures to ensure the accuracy of every item in your order. However, in the rare instance that a mistake occurs, we offer you the option to either retain the incorrect item with a partial refund or request the correct item. If you choose to request the correct item, we may provide you with a prepaid return shipping label.

Upon receiving the returned item, Please apply for HERE or email us at support@ihoverboard.com, with your order details. We will then either send you the correct item or process a refund, based on your preference.

- Item Damaged In Transit

In the unlikely event that your item arrives in less than perfect condition, Please apply for HERE or email us at support@ihoverboard.com. We will promptly liaise with the shipping company to expedite the processing of a replacement order. Alternatively, once we have filed a damage claim with the shipping company and received confirmation, you may request a full refund or exchange.

To proceed with the claim, we will require clear images and/or videos of the damaged product.

- Lost or Missing Items

If you suspect that your package has been lost or misplaced, please Please apply for HERE or contact our customer service team via email at support@ihoverboard.com, providing your order number and tracking number. This will allow us to initiate a lost package claim. The claim process typically takes up to 7 days, during which we will await formal confirmation from the shipping company.

1. Accessories Order

All accessory purchases are non-refundable and non-returnable. Please ensure you have selected the correct accessories before placing your order. If you are uncertain, please contact our customer service team for assistance.

Notice: K3 is also an accessory.

2. Opened or used products.

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

3. Gift cards.

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.