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Refund Policy

Last Updated: April 16, 2026

At SCOOTER BROTHERS ENTERPRISES, LLC, we want you to be thrilled with your new e-bike. However, we understand that sometimes a product may not be the right fit. Because our products are high-value vehicles, we have established the following policy to ensure a fair and transparent process for both parties.

1. 14-Day Return Window

You have 14 calendar days from the date of delivery to request a return. After 14 days, we unfortunately cannot offer you a refund or exchange.

2. Eligibility Requirements for Returns

To be eligible for a return, your e-bike must meet the following strict criteria:

  • Condition: The e-bike must be in "Like-New" condition. It must be free of any wear and tear, dirt, dust, or fragrances.

  • Odometer: The e-bike must have fewer than 10 miles on the odometer.

  • Packaging: You must have the original shipping box and all internal packaging materials. We cannot accept returns without the original specialized e-bike box.

  • Included Items: All chargers, keys, tools, manuals, and promotional items must be included in the return.

3. Non-Returnable Items

The following items are considered Final Sale and cannot be returned:

  • Any item marked as "Final Sale" or "Clearance."

  • Individual Lithium-Ion batteries.

  • Helmets or safety gear that has been removed from original packaging (for hygiene and safety reasons).

  • Custom-built or modified e-bikes.

4. Restocking Fees & Shipping Costs

E-bikes are heavy, expensive to ship, and lose value once they are unboxed. Therefore:

  • Restocking Fee: A flat 20% restocking fee will be deducted from your refund for all returned e-bikes. This covers the cost of inspection, repackaging, and the diminished value of the unit.

  • Shipping Costs: Original shipping fees are non-refundable. The customer is responsible for the return freight shipping costs, which typically range from $150 to $350 depending on your location.

5. The Return Process

To initiate a return, you must follow these steps:

  1. Request: Email support@thescooterbrothers with your order number and the reason for the return.

  2. Photos: You will be required to send clear photos of the e-bike, the odometer reading, and the condition of the box.

  3. Authorization: If approved, we will issue a Return Merchandise Authorization (RMA) number. Do not ship an item back without an RMA.

  4. Freight Pickup: We will assist in scheduling a freight pickup. You must be present to sign the bill of lading.

6. Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund based on the condition of the bike.

  • If approved, your refund (minus the restocking fee and shipping costs) will be processed, and a credit will automatically be applied to your original method of payment (Stripe/Wix) within 7-10 business days.

7. Damaged or Defective Items

If your e-bike arrives damaged during shipping, you must:

  • Note the damage on the carrier's delivery receipt before signing.

  • Take photos of the damaged box and the damaged product.

  • Contact us at (352) 628-3686 within 24 hours of delivery. We will work with you to provide replacement parts or, if the damage is structural, a replacement unit at no cost to you.

8. Cancellations

Orders can be cancelled for a full refund if the request is made before the item has been processed for shipping. Once a tracking number has been generated, the order is subject to our standard Return Policy and restocking fees.

Contact Us

SCOOTER BROTHERS ENTERPRISES, LLC 144 Air Force Street, Fort Walton Beach, FL 32547, USA Email: support@thescooterbrothers Phone: (352) 628-3686

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