30-day return window

Harnox accepts eligible returns within 30 calendar days of delivery. The period begins on the carrier-confirmed delivery date. Requests received after the window may be reviewed at our discretion but are not guaranteed to be approved.

Before you send anything back

Email [email protected] before returning an item. Include the order number, scooter model, reason for the return and clear photos of the item, battery, charger, packaging and any damage. We will confirm eligibility and provide return instructions. Items sent without prior contact may be delayed or declined.

Return eligibility and mileage

To qualify, the scooter should be clean, undamaged and in the condition received. Return the charger, keys, tools, manuals and other included accessories. Significant riding mileage, scratches, dirt, tire wear or signs of installation can reduce eligibility. We inspect every return when it arrives.

Battery and electrical safety

Do not ship a scooter with a swollen, leaking, unusually hot or damaged battery, and do not return a charger or electrical component with a damaged cord without contacting support first. Such items require specific handling and must not be charged or used.

Non-returnable and exception situations

Items that cannot be returned safely due to damage, contamination, missing components or battery risk may be declined. Final-sale items and products explicitly marked non-returnable are not eligible unless they arrived damaged, defective or incorrect. Missing chargers, keys or hardware can affect the refund amount.

Step-by-step return process

1. Email us within 30 days with the order number and reason. 2. Provide the requested photos and battery or electrical details. 3. Wait for our eligibility review and shipping instructions. 4. Do not ride, charge or disassemble the scooter after requesting the return. 5. Repack it with the specified accessories. 6. Use the carrier and tracking method approved by support.

Return shipping costs

Customers are generally responsible for return shipping unless the product arrived damaged, defective or incorrect. Large electric scooters may require special carrier arrangements; do not arrange shipping until our team provides instructions. If Harnox caused the return, we will provide an appropriate solution.

Inspection and approval

Returns are inspected after delivery to the return location. We check the frame, wheels, controls, battery, charger, mileage indicators, accessories and completeness. If the product does not meet the policy, we may decline the return, issue a partial refund or offer to return the item at the customer’s expense, depending on the circumstances and applicable law.

Refund method and timing

Approved refunds are normally issued to the original payment method. Processing usually begins within five to ten business days after inspection and approval, although banks and card issuers may require additional time to post the credit. Expedited shipping charges are refunded only when required by law or when caused by Harnox. Standard U.S. shipping is free.

Damaged, defective or incorrect items

Contact us as soon as possible after delivery. Keep the scooter and packaging until instructed otherwise, and provide clear photos of the frame, wheels, controls, charger, battery area, packaging and shipping label. Do not ride or charge a scooter that shows electrical damage or unsafe mechanical symptoms.

Exchanges

If you need a different scooter model or performance level, email us before riding the original item. Exchanges depend on availability and may require the original item to be returned first. We will explain any price difference before proceeding.

Order cancellations

We try to accommodate cancellation requests received before processing begins. Email [email protected] immediately if you need to cancel. Once an order has shipped, it must follow the return process rather than cancellation.

Incomplete or missing refunds

If tracking shows that a refund was issued but it has not appeared, first check the original payment account and allow the bank’s stated posting period. Then contact us with the order number so we can provide the transaction reference.

Return contact details

Returns must be discussed with support before shipment. Email [email protected] with your order number. Our business address is 221 W 3rd St, Waterloo, IL 62298. Please do not send an unapproved return to the mailing address without written instructions.