FAQs

General

At the time of writing this (11/11/2020) it is currently illegal to use an electric scooter on public paths and roads in the UK & Ireland. This includes cycle paths. Electric scooters are only permitted on private land with permission of the land owner. The UK government are currently reviewing these outdated laws with a view to make riding e-scooters legal on public highways.

Yonder Wheels recommends that all riders are at least 16 years of age before riding an electric scooter.

Whether you can use your electric scooter in the rain depends on the model's IP rating.

An IP (or Ingress Protection) rating indicates the levels of sealing effectiveness of electrical enclosures against intrusion from foreign bodies (dirt, dust, moisture etc).

An IP of 5 (first digit) or higher indicates water resistance and is able to be ridden in the rain.

It is always worth checking that the models warranty covers water resistance to the IP rating standard. This is a good sign of the manufactures confidence in the quality of its products and ensures that you will be covered if something goes wrong.

We accept Visa, Mastercard, American Express, PayPal, Google Pay, Shop Pay and Apple Pay

Shipping policy

Yonder Wheels offers FREE DELIVERY on all orders over £200. Orders below this threshold will include a £4.99 delivery fee

We will deliver to anywhere in the UK & Northern Ireland.

Due to the Covid-19 pandemic, our couriers are experiencing extremely high volumes and reduced staff that has caused delays within their network.

We are working hard to ensure all orders arrive in a prompt, and timely manner.

To view our full Shipping & Delivery policy click here. We expect our deliveries to take 7-10 working days.

Warranty

Yonder Wheels only sell official products that are backed by manufacturer warranties.

The warranty length and level of cover varies by brand. Full details can be found on the product pages of our site or within the product handbook, if one is supplied.

If you have any questions regarding a product's warranty, you can contact us at: support@yonderwheels.com

All of our manufacturer warranties cover against manufacturing defects.

The exact coverage varies by brand and product, but this should cover all parts of your product except parts that are subject to wear and tear, such as tyres, tubes, spokes, brake pads and handlebar grips.

If you have any other queries that we haven't answered here, please feel free to contact us with any questions at: hello@yonderwheels.com

This can vary from product to product, but generally a warranty will cover manufacturing defects.

Repairs to 'consumable parts' often described as "subject to wear and tear" such as tyres, tubes, bearings, spokes, brake pads and handlebar grips are usually not covered.

Warranties do not cover damage arising from misuse (use of the e-scooter outside of guidelines set out in the product manual).

Manufactures will not repair products that show signs of water damage or if modifications have been made. If you are in doubt, refer to the manufacturer's documentation for guidance.

Returns and exchanges

If you would like to cancel your order, please contact us via our email address help@yonderwheels.com immediately. Please include your name, postal address and order number when contacting us.

If your order has not yet left the warehouse, we should be able to stop it from shipping and issue you with a refund immediately. Alternatively you can call us on +44 151 459 6923 . Our working hours are 0900-1700 Mon-Fri.

If your order has been shipped and is in transit or has already been delivered, you will need to arrange a return with us. Please see our 'Returns' section or click here for more info.

Yonder Wheels strives to ensure that all our e-scooters are of the highest quality and arrive to our customers in tip top condition.

If you are unfortunate enough for your electric scooter to develop a fault, please email us at help@yonderwheels.com - include your order number, delivery postcode and a brief explanation of the fault.

We aim to get back to you within 48 hours.

Alternatively you can call us on +44 151 459 6923 . Our working hours are 0900-1700 Mon-Fri.

If your electric scooter arrives damaged or develops a manufacturing fault during normal use (as outlined in the manufacturer’s manual) within 30 days of you receiving it you are entitled to a repair, replacement or refund.

To initiate this process, you need to contact us via our email address: help@yonderwheels.com or call +44 151 459 6923

Please include your order number, information about the fault, and any pictures/videos to demonstrate the problem. You may also let us know if you would like a refund, repair or replacement in this initial email.

Following an initial phone based assessment, we will arrange collection / drop off location free of charge, and will arrange for a repair, replacement or refund.

Please note –  All returns are assessed by a Yonder Wheels representative and the fault must be confirmed before further action can be taken. The assessment process can take up to working 5 days. 

All components must be returned in the box with your scooter for a refund to be valid. 

If no fault is confirmed the scooter will be returned to you. We may charge you to return the scooter in these circumstances.

If your scooter develops a fault through normal use (as outlined in the manufacturer’s manual) after the initial 30 days period you may still be entitled to have your scooter repaired at no cost to yourself.

We will assess the fault via phone and email to confirm that the scooter we supplied was defective before agreeing to provide a free repair.

If you find yourself in this position, please contact us via our email address: help@yonderwheels.com or call us on +44 151 459 6923 and we will support you through the next steps, which may include facilitating a repair or replacement via the Manufacturer, under their warranty.

First, contact us via email: help@yonderwheels.com or call us on +44 151 459 6923

To complete the return, we require receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

All returns must first be approved by a Yonder Wheels representative and then sent to:

Yonder Wheels Ltd, Unit 5 St Thomas Terrace, Liverpool Road, Widnes, Cheshire, UK, WA8 7EZ

To see our full Return and Refund policy click here