Return & Refund Policy
Order Cancellation: Free cancellation is available prior to the generation of the tracking number; if an order is intercepted after shipment, the standard return process applies, and no punitive handling fees are charged.
Return Period and Costs: Returns are accepted within 30 days of receipt; the seller covers shipping costs for quality-related issues, while the buyer covers shipping costs for personal reasons; the restocking fee is 0%.
🛴 Electric Scooter Return Policy:
1. Return Conditions
1.1. Proof of Purchase: Customers must provide valid proof of purchase (invoice or order confirmation email) to process a return.
1.2. Return Period: The electric scooter must be returned within 30 days of purchase. Return requests submitted after this period will not be accepted.
1.3. Product Condition: The returned electric scooter must be in its original condition with no obvious signs of use; all original accessories, packaging, and manuals must be intact and undamaged.
1.4. Quality Issues: If the product cannot be used normally due to quality or shipping issues, you may choose between a free return or repair.
2. Non-Returnable Situations
2.1. Signs of Use: Products showing obvious signs of use or damage that affect resale.
2.2. Missing Accessories: Returned products missing original accessories, manuals, packaging, etc.
2.3. Customized Products: Products customized to customer specifications are not eligible for return.
2.4. Man-made Damage: Products damaged due to improper use by the customer are not eligible for return.
3. Return Process
3.1. Requesting a Return: Customers must apply for a return via the official website, customer service hotline, or email, providing proof of purchase and the reason for the return.
3.2. Review: Customer service will review the return request within 2 business days and notify the customer of the outcome via email or phone.
3.3. Return Shipping Costs: For returns unrelated to quality issues, the customer bears the shipping costs; for returns due to quality issues, the company bears the shipping costs.
3.4. Shipping the Return: Once approved, the customer must ship the electric scooter and all accessories to the designated address and provide the tracking number.
4. Handling Quality Issues
4.1. Within Warranty Period: If the electric scooter develops a quality issue not caused by user error during the warranty period, we will provide free repair services. Please refer to our warranty policy for details.
4.2. Outside Warranty Period: If issues arise outside the warranty period, the customer is responsible for repair costs. ⚙ Parts Return Policy:
If the parts you receive are incomplete, damaged, or undelivered, please contact customer service as soon as possible, and we will arrange for replacements to be sent. If issues arise with parts (such as motors, controllers, etc.) within seven days of delivery, we will ship replacement parts.
Please contact us if you have any further questions.
Used Scooter Return Policy:
Regarding used scooters: Due to potential battery performance degradation in used electric scooters, we offer a warranty period ranging from six months to one year (depending on the model: six months for models with a battery capacity under 10Ah, and one year for models with a capacity over 10Ah).
1. Returns are not accepted for used scooters unless the vehicle is in extremely poor condition (e.g., it will not start or is severely damaged).
2. Please inspect the scooter and its accessories upon receipt. If the vehicle does not meet your expectations, fails to start, or is in poor condition, please contact customer service for assistance, and we will send replacement parts. Refunds:
The company will inspect the returned item within 5 business days of receipt. Once the inspection is approved, the refund will be processed back to the customer's payment account within 7 business days.
Warehouse Address
Othello Produkt GmbH (Othello-TF)
Kieselstr 3-5
51371 Leverkusen
Germany
Phone: +49 152 23583065
Contact Us
If you have any questions or need assistance, please contact us at:
Email: support@todimart.com
Online Customer Service: Click the live chat button at the bottom right of the website
Company Address: Unit 5, 8/F, 8 Wang Kwong Road, Kowloon Bay, Hong Kong