Refund policy
All returns are charged 2.9% processing fee to cover the return processing fees we are not reimbursed by Shopify. If using Shopify Affirm Payment plans the return processing fee is 7.9%. We will not cover the cost of the return for CC/debit card processing fees due to the large amounts they are. This is Shopify charging these amounts. Refunds will subtract processing fees from all Transactions. This fee will not be covered by KOMOTO Electric Scooters if return is processed.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. We do not cover return shipping unless defective product.
KOMOTO P700 - 14 Days to request a full refund if scooter is not used. 30% Restocking fee listed applies to all scooters new/used. Buyer pays return shipping unless prior authorization.
KOMOTO P900 - 14 Days to request a full refund if scooter is not used. 30% Restocking fee listed applies to all scooters new/used. Buyer pays return shipping unless prior authorization.
KOMOTO M1100 - 14 Days to request a full refund if scooter is not used. 30% Restocking fee listed applies to all scooters new/used. Buyer pays return shipping unless prior authorization.
KOMOTO X1500 - 14 Days to request a full refund if scooter is not used. 30% Restocking fee listed applies to all scooters new/used. Buyer pays return shipping unless prior authorization.
KOMOTO D2400 - 14 Days to request a full refund if scooter is not used. 30% Restocking fee listed applies to all scooters new/used. Buyer pays return shipping unless prior authorization.
YUME Scooters - All YUME scooters have 14 days to request a full refund if scooter is not used. 30% Restocking fee applies to all scooters new/used. Buyer pay return shipping unless prior authorization.
Parts - All Sales FINAL and replacement for defective products that are Dead On Arrival.
Gear - All Sales FINAL on all KOMOTO Branded Gear. No Returns or Refunds.
To be eligible for a return, your item must be in the same condition that you received it. Warranty is valid to original purchaser only and is NON TRANSFERABLE. Any KOMOTOs bought SECOND HAND are not under Warranty. This is determined by odometer on scooter and wear/tear of scooter. If the electric scooter any scratches or wear/tear or used by customer there is a 30% restocking fee within the 14 day window. After 14 days there are NO RETURNS on electric scooters. You will also need the receipt or proof of purchase. KOMOTO Electric Scooters reserves the right to refuse any returns for any reason.
ANY MODIFICATIONS of any kind will VOID your warranty. This includes brake cables, brake calipers, lights, to any other modifications done to any KOMOTO. We reserve the right to REFUSE any MODIFIED KOMOTO.
To start a return, you can contact us two ways. Either email support@komotousa.com or file a Support Ticket Here. to If your return is accepted, we’ll send you a return shipping label IF YOUR PRODUCT WAS DEFECTIVE, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. If returning a product that is not defective and unused, shipping is PAID BY THE CUSTOMER. WE ONLY COVER SHIPPING FOR DEFECTIVE PRODUCTS OR GOODS.
You can always contact us for any return question at support@komotousa.com or file a Support Ticket Here.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so we can solve as fast as possible. Any damaged boxes or goods needs to be documented within 48 to 72hrs for insurance purposes. After this time we do not take any responsibility for damage done during shipment.
Warranty Period
KOMOTO Electric Scooters come with a 1 year warranty covering parts due to manufacturing defects. Warranty covers the original purchaser and is not transferable. This covers main parts of the scooter's motor, controller, throttle and etc. It will not cover water damage as they are water proof but not designed to be submersible in water aka Deep puddles. Do not drive in RAIN or store outside. Does not cover physical damage or scratches. Does not cover normal wear and tear of brake pads or tires. Does not cover loose screws and that is something that needs to be checked by customer with time of ownership. These items and other parts will need to be replaced over lifespan of your electric glide. We normally work with people on all issues and will help you under warranty within all reason. Water damage is a case by case situation. Honesty is key to success of any return. Out of warranty we offer support how to fix and to purchase parts from us. We have the right to refuse any water damage. We stand behind our product and the support we offer. Driving in deep puddles of more than 2 inches or very heavy rain will damage scooter over time and void warranty. All electric glides work in the rain but its not recommend due to safety. When a problem is isolated, we will issue either new or with an equivalent refurbished replacement part within warranty period. KOMOTO Electric Scooters reserves the right to nullify any warranty for any such cause due to damage done by customer or operator.
Battery Related Issues
Battery Related Problems: Lithium-ion battery packs are like most items that are consumable. Water damage is EXTREMELY dangerous and should proceed with caution if battery got wet in any shape or form. They will only last so long based on a certain number of charges. To prolong battery life we hand out quick reference cards to make sure you know all tips possible to extend the life of your battery. Defective batteries are very very rare and do not happen often. Most issues are motor controllers not the battery. If you believe your battery is defective and will not hold a charge we will require a video showing issue so we can replace. All batteries have serial numbers and are logged into the system for each purchase. Long term storage of more than 3 months you need to store at 50% to 60% battery power. Then needs to be checked every month after making sure power level does not drop below 40% ex. 2 bars. Leaving at full charge when storing long term over winter will damage the battery. All batteries have 6 month warranty from date of purchase. The original owner only is covered. Warranty is Nontransferable. KOMOTO Electric Scooters reserves the right to refuse any battery under warranty that has been abused, incorrectly discharged for long periods of time, water damage, and any other physical damage to the battery.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
All items will be exchanged for the same product/refurbished and not monetary value unless otherwise noted. Replacement parts will be offered free via mail or via physical store. All labor is only included depending on issue and what the defect is. Most issues can be fixed with replacement parts. We always work with every customer to give the best real world solution for both parties.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. We reserve the right to refuse any returns for any reason. If approved, you’ll be automatically refunded on your original payment method minus processing fees. Please remember it can take some time for your bank or credit card company to process and post the refund. Refunds are paid in original payment form and nothing else can or will be credited in other payment formats.
Order Cancellations
All orders canceled are subjected to all processing fees and 8% cancellation fees.
Orders canceled will be charged 8% cancellation fee plus all processing fees.