Return & Refund Policy

Thank you very much for choosing JOYOR electric scooters. We are dedicated to providing high-quality products and professional customer service for all customers within the European Union. To ensure a transparent and standardized shopping experience, please review our official EU-wide return and refund policy below, which complies with the EU Consumer Rights Directive and local consumer protection laws.

1. Order Modification & Cancellation (Before Shipment)

You may contact our customer service to modify or cancel your order within 12 hours of placement before the order is processed and shipped. Once our team confirms your request, we will proceed with order adjustment or full refund accordingly. Orders that have been packed or dispatched cannot be cancelled or modified.

2. Statutory 14-Day EU Cooling-Off Return Right

All EU consumers have the statutory 14-calendar-day cooling-off period starting from the date of parcel delivery. Within this period, you may return your electric scooter or accessories without providing any reason.

To initiate a return, please submit a formal return request via our official email: Service@joyor-eu.com. Please provide your order number, full name, contact information, and product model. We will send you official return instructions and authorization within 1 business day.

Return applications beyond the 14-day cooling-off period will only be accepted for factory quality defects and are not eligible for personal reason returns.

3. Eligible Return Conditions & Product Inspection Standards

To qualify for a full or partial refund, all returned products must meet the following standards:

Complete set return: The scooter, original battery, charger, tools, user manuals, original packaging, and all included accessories must be returned in full without missing parts.
Good product condition: The product is only allowed for short test rides. Severe wear and tear, scratches, paint peeling, tire abrasion, water damage, disassembly, circuit modification, repainting, or artificial damage are not acceptable.
Defective product return: Products with manufacturing defects, functional failures, or in-transit damage within the warranty period support free repair, replacement parts, or return service.
Consumable accessories (tires, brake pads, lights, grips) do not support non-defective no-reason returns. Custom-modified items are excluded from the 14-day cooling-off return policy.

Battery Shipping Notice: Electric scooter lithium batteries are classified as dangerous goods. All returned batteries must be powered off and securely packed in original packaging. Loose battery shipping without compliance will result in logistics detention, and all related risks and fines shall be borne by the buyer.

4. Return Shipping Cost Rules (EU Unified Standard)

4.1 Seller’s Responsibility (Free Return & Full Refund)

If the return is caused by factory defects, wrong item delivery, missing accessories, or transit damage, we will bear all return shipping costs and provide a free pre-paid return label. You will not be charged any shipping fees.

4.2 Buyer’s Personal Reason Return (14-day no-reason return)

For voluntary returns including dislike, inappropriate size, impulse purchase, wrong order, or other personal reasons:

The buyer shall bear all original shipping fees, return shipping fees, and product refurbishment fees (if applicable).
A refurbishment fee of 100–300 EUR will be charged according to the scooter model and actual shipping cost.
Original delivery charges are non-refundable.

You may use EU mainstream logistics carriers including DPD, DHL, and FedEx. A valid tracking number is mandatory for all return shipments. We can also provide a return label, and the corresponding shipping cost will be deducted from your final refund amount.

Cash-on-delivery parcels are strictly rejected by our return warehouse. All resulting fines and storage fees will be borne by the sender.

5. Official EU Return Warehouse Address

All EU orders must be returned to the designated warehouse below (no other addresses are accepted):

Company: WeRoll Tech GmbH

Contact: Mr Zanat

Address: Dickestr. 23 Tor 10

Postal Code: 42369

City: Wuppertal

Country: Germany

Phone: +49 176 50986687

Please mark Retoure JOYOR + Your Order Number clearly on the outer package to avoid delayed inspection and refund processing.

6. Refund Processing Procedure & Timeframe

After our warehouse receives and inspects your returned item within 2 business days, we will send you an email notification of refund approval or rejection.

Qualified full refund: After confirmation, the refund will be processed to your original payment method within 5–10 business days.
Partial refund: If the product has missing accessories or minor damage, we will provide a detailed deduction list and process the remaining refund after confirmation.
Rejected returns: Overdue returns, severely damaged/modified products, and COD parcels will be rejected with no refund.

The overall return and refund process normally takes 1–4 weeks depending on logistics and bank processing speed.

7. Return Validity Period

All returned items must be received by our warehouse within 12 weeks after the return approval date. Returns that exceed the time limit will be automatically invalidated, and no refund will be available.

Please ensure the product is safely repackaged with all original boxes, labels, and accessories intact before shipment.

8. Late or Missing Refunds

If you have not received your refund after 10 business days, please first check your bank account and consult your credit card company and bank for possible delayed posting. If the issue remains unresolved, please contact our support team via Service@joyor-eu.com.

9. Special PayPal Processing Rule

In accordance with the latest PayPal policy, a 5% order total processing fee will be deducted for voluntary order cancellation initiated by the buyer.

10. General Notes

Please carefully check product completeness and condition upon receipt. Report any quality or damage issues to our customer service immediately.
Please retain your order information and receipt for after-sales verification.
We reserve the right to review and adjust return applications to ensure fair transactions for both buyers and sellers.
Please allow 2–3 business days for our team to review and process all return & refund requests.

Contact Support

For any questions regarding returns, refunds, or after-sales service, please contact us at: Email: Service@joyor-eu.com

We strive to provide reliable products and thoughtful after-sales service for every JOYOR customer.

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