Standard products
An unused standard-stock item may be eligible for return when it is complete, undamaged and in its original condition and packaging. Contact us before sending anything back.
Approval requiredReturns & refunds
A clear route when something isn’t right.
Learn how to request a return, report damage or defects, and understand how customized and pre-owned products are handled.
Contact us firstDo not ship a product without return instructions.
Keep the packagingIt may be needed for inspection or safe transport.
Protect your rightsMandatory consumer rights remain unaffected.
Return eligibility
Different products need different treatment.
Eligibility depends on the product type, condition, customization, order terms, delivery location and applicable consumer law.
Customized products
Customized Exoquad V2 and Customized Exogravity builds are prepared around an individual specification. Cancellation or change-of-mind returns may therefore be restricted once configuration or production begins.
Individual order terms applyPre-owned products
Used products are assessed against the condition and specification described at sale. Normal signs of disclosed prior use are different from an undisclosed fault or material misdescription.
Listing condition mattersReturn process
Contact, review, authorize, inspect.
Contact us
Provide the order number, product, delivery date and reason for the request.
Share evidence
For damage, defects or incorrect items, include clear photographs or video where possible.
Receive instructions
Wait for authorization and the correct return, collection or inspection process.
Inspection & outcome
The product is assessed before the applicable repair, replacement, credit or refund is confirmed.
Eligible returns
Help us inspect the product fairly.
Unless the product is faulty, damaged in transit or your statutory rights provide otherwise, an approved return should normally meet these conditions.
Return-condition checklist
- Return authorization has been provided
- The correct product and all supplied parts are included
- The item has not been used beyond reasonable inspection
- No avoidable damage, modification or unauthorized repair is present
- Original accessories, documents and packaging are included where available
- The product is prepared according to the transport instructions
Large vehicles and lithium batteries
These products can require specialist handling. Do not arrange ordinary parcel shipping unless we have confirmed that method is suitable.
Usually restricted
Items that may not qualify.
01Personalized builds
Products made or configured to individual requirements.
02Used or damaged items
Damage caused after delivery or use beyond inspection.
03Installed components
Parts installed, altered or paired with another system.
04Incomplete returns
Missing accessories, chargers, documents or supplied parts.
05Unauthorized repairs
Products modified or repaired without approval.
06Final-sale items
Items clearly identified as final sale where legally permitted.
Important
A restriction does not remove rights you may have when a product is defective, unsafe, materially misdescribed or covered by mandatory consumer law.
Damage or defects
Report problems as soon as possible.
Keep the product, packaging and all supplied parts available while the issue is assessed.
Visible transport damage
Photograph the packaging and product before disposal or use. Record any carrier notation and contact us promptly.
Functional problem
Stop using the product if continued operation may be unsafe. Send the order number, serial number, symptoms and supporting media.
Appropriate resolution
Depending on the circumstances, the outcome may involve troubleshooting, repair, replacement, collection, credit or refund.
Refunds & deductions
What happens after approval.
When a refund is approved, it is normally issued through the original payment method where practical. Processing time varies by payment provider and bank.
Possible deductions
Where legally permitted, a refund may reflect avoidable loss in value, missing parts, damage, non-standard handling or return costs when those costs are the customer’s responsibility. Any proposed deduction should be explained.
How do I request a return?
Contact us with your order number, product, delivery date and reason for the request. Include photographs when the item is damaged, defective or incorrect.
Can I return a Customized Exoquad V2?
Because it may be configured to individual requirements, change-of-mind cancellation or return rights can be restricted once work begins. Defect, safety and mandatory consumer-law rights remain separate.
Can I return a Customized Exogravity?
Rider-specific seating, retention, controls and suspension setup can make the product personalized. Review the cancellation terms in the quotation and contact us immediately if circumstances change.
Who pays return shipping?
Responsibility depends on the reason for return, order terms and applicable law. Do not book transport until the correct method and responsibility have been confirmed.
Can I cancel before dispatch?
Contact us immediately. Standard orders may be easier to cancel before dispatch, while customized orders may already have incurred design, component or production costs.
What if my order arrives damaged?
Keep the packaging, photograph the damage and contact us promptly. Do not operate the product if doing so could worsen the damage or create a safety risk.
When will I receive my refund?
The refund is processed after approval and, where required, inspection. Your bank or payment provider may need additional time before the funds appear.
What information should I include?
Provide the order number, customer name, product, serial number where available, delivery date, reason for the request and clear supporting photographs or video.
Consumer-rights notice
This page provides general return information and does not replace the specific terms supplied with an order. Nothing here is intended to limit mandatory rights available under applicable consumer law. If local law provides stronger rights, those rights take priority.
Need to report a problem or request a return?
Contact us before shipping anything and include your order number and relevant photographs.