Looking for answers? We’ve got you covered.
The more you know, the better the ride.
EazyRo is an online Luxembourg based business. We ship all our scooters from depots within Europe, our customer care team are based in the Luxembourg, Netherlands and the UK and we supply warranty with all our electric scooters.
Where is your store located?
Headquarters in Luxembourg with branches in Netherlands and the UK.
What should I do if I have problems with my e-Scooter or e-Bike?
If you are unfortunate enough for your electric scooter or electric bike to develop a fault, please email us at firstname.lastname@example.org - simply include your order number/delivery postcode with a brief explanation of the fault. We aim to get back to you within 48hrs.
Is it illegal to use the electric scooters in Europe & North America?
Currently it is illegal to use an electric scooter on the public highway within United Kingdom, Ireland & Netherlands, including cycle paths and pavements. For more information please visit Microbility Regulations.
How old does a rider need to be in order to ride a scooter?
We recommend that all the riders to be at least 18 years old before riding the scooters.
Can you use the electric scooter in the rain?
Unfortunately, electric scooters aren't designed to be used in the rain. If you do choose to use an e-scooter in wet conditions, you run the risk of water damage – which could void your manufacturer warranty if something goes wrong with your e-scooter at a later date.
EazyRo accept a wide range of payment methods including finance.
Do you offer Buy Later/ Buy Now Pay Later?
Not at the moment. We endeavour to provide finacing solutions in the near future.
What Payment Methods do you accept?
We accept Visa, MasterCard, Amex, PayPal, Google Pay, Apple Pay, Amazon Pay. Also in exceptional circumstances we accept cash payments in Luxembourg, Leiden and London.
Do you pricematch?
To ensure we never let our customers down we have created the 'EazyRo Price Match Promise'. This means you won't pay more when shopping on EazyRo as we price match wherever possible. For our price match terms and conditions will apply.
There's nothing quite as exciting as receiving a brand new electric scooter within 7 days straight to your front door.
Where do you deliver?
At this moment, we only take orders from Europe & North America but we will very soon deliver around the world.
How long does it take?
We aim to deliver to any customer from Europe & North America within 7 days. However, due to Covid-19 our couriers are 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.
How long will my refund payment take?
Once a refund has been approved by the EazyRo team we will refund your payment to your original payment method (i.e, card, Paypal account etc) within 14 days. Please be aware that the refund can take up to 5 days to appear in your bank depending on who you bank with.
Cancelling Your Order?
If you would like to cancel your order, please contact us immediately via our email address: email@example.com Please include your order number when contacting us.
If your order has not yet left our warehouse, we should be able to stop it shipping, and issue you a refund immediately.
If your order is in transit, or has already been delivered, you will need to arrange a return with us. Please see the section called: '2. Returns – Changed Your Mind'.
My scooter is faulty/damaged
Returns - Damaged & Faulty?
Faulty electric scooter – Less than 14 days post-delivery
If your electric scooter arrives damaged or develops a manufacturing fault during normal use (as outlined in the manufacturer’s manual) within 14 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: firstname.lastname@example.org
Please include your order number, information about the fault, and any pictures/videos that demonstrate the problem. You can also let us know whether you want 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 Eazyro representative and the fault must be confirmed before further action can be taken. The assessment process can take up to 3 days.
All components must be returned in the box with your scooter. See above pricing for unreturned items.
If no fault is confirmed the scooter will be returned to you. We may charge you to return the scooter in these circumstances.
Faulty electric scooter – More than 14 days post-delivery
If your scooter develops a fault through normal use (as outlined in the manufacturer’s manual) after the initial 14 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: email@example.com and we will support you through the next steps, which may include facilitating a repair or replacement via the Manufacturer, under their warranty.
Please note – any fault caused due to misuse of the scooter including water ingress or external damage is not covered by this policy. Please ensure your read the manual in detail before using your electric scooter to avoid voiding your warranty.
I have changed my mind.
Returns - Changed Your Mind?
If you change your mind after buying from us and want a refund, you have up to 14 days to let us know, and another 14 days to return the goods to us. For more information please visit our )returns & refunds (TBD) page.
Please note – when returning a product, it must be returned in ‘as new’ condition, with all components included, in their original packaging.
Eazyro is committed to producing high quality products and we offer a one-year warranty on our products. You must be the original owner and have your proof of purchase or order number. The warranty protects you against manufacturing defects.
Please also take note of the weight restrictions for your scooter and read the manual before using your scooter.
What does my warranty cover?
The warranty will cover manufacturing faults with the scooter. This warranty is limited to the repair or replacement of defective items and said repair and replacements are the sole remedies of the warranty.
The shipping costs to ship the product back to us and from us may not be covered. Please get in touch if you would like to discuss.
What does my warranty not cover?
- General wear and tear or any damage caused by misuse is not covered. The warranty covers you solely against manufacturing faults.
- Accidental or crash damage, abuse, miss-use, attempting tricks, water damage, neglect, exceeding the weight limit, changing settings or anything else that results in damage caused by the user is not covered by the warranty.
- Damage due to improper assembly or maintenance
- Damage due to the installation of incompatible parts or accessories or installation of parts or accessories that were not intended for or compatible with the product
- Failure to perform maintenance or service at appropriate intervals
Any modification to the scooter will void the warranty. The warranty will also be void if you are not the original owner. The warranty is non transferable.
If I use the scooter and notice a defect or failure after 30 days am I eligible for a refund?
You will not be eligible for a refund but we will replace the defective part if it's faulty.
If you have a warranty claim, you will need to follow the below process:
- Contact our Customer Services team at firstname.lastname@example.org and a member of our team will send you a warranty claim form.
- You will need to fill out the claim form and email over photo's/ videos of the issue along with a proof of purchase.
- The form will need to be returned to us via email and our representatives will guide you through this process.
- Our specialist technical team will determine the issue and defect based on the information that you have provided within your warranty claim form and they will require you to send back the original defective part/ items.
- Our team will examine the goods and if they confirm that it is defective or faulty (a warranty issue), your product will be fixed or replaced free of charge.
All of our scooters are adult scooters, and should not be ridden by anyone under the age of 18 years of age. Most of our scooters have a weight limit of 120Kg.
Sometimes your electric scooter or electric bike may need some maintenance and repairs. Luckily we're here with some useful information to help you.
Do you do repair/maintenance?
We now offer a puncture repair & servicing through our local partners.For more information please send us an email at email@example.com
The time it takes to charge an electric scooter or electric bike will vary across the range of makes and models. Please see product pages for more information.
What country plug/charger is included?
Orders placed in the EU will have the standard plug charger. We will provide the adaptors for orders placed in the UK and the US.
How long does it take to charge?
Please see individual electric scooter and electric bike product pages for more information..