Refund policy

We stand behind every JOYOR electric scooter we sell. Our goal is to make sure you have a safe, reliable, and satisfying riding experience. If something is not right with your order, we are here to help.

Order Cancellation

Before Shipment: You may cancel your order before it has been shipped. Once the cancellation is approved, a full refund will be issued to your original payment method.

After Shipment: Once an order has been shipped, it cannot be canceled. However, you may request a return after the order has been delivered, as long as it meets our return conditions.

15-Day Return Window

We offer a 15-day return window starting from the date you receive your order.

To be eligible for a return, the item must meet the following conditions:

The item must be unused and in its original condition.
There must be no signs of riding, modification, damage, or misuse.
The original packaging, accessories, manuals, and included parts must be returned together.
Proof of purchase is required.

We reserve the right to refuse returns that show signs of use, damage, missing parts, or modification after delivery.

Non-Returnable Items

The following items are not eligible for return unless they arrive damaged, defective, or incorrect:

Accessories and spare parts
Personalized or custom-ordered products
Items that have been installed, used, modified, or damaged after delivery

How to Start a Return

To request a return, please contact our support team before sending anything back.

Email: support@joyorscooter.us

Please include the following information in your message:

Order number
Reason for return
Photos or videos, if the item is damaged, defective, or incorrect

Once your request is reviewed and approved, we will provide return instructions. Please do not send items back without approval. Unauthorized returns may be rejected.

Return Shipping Costs

Customer remorse or wrong item ordered: The customer is responsible for return shipping costs.
Defective, damaged, or incorrect items: If the issue is caused by us, we will cover the return shipping cost or provide a prepaid return label when applicable.

For electric scooters and other large items, return shipping can be expensive. Please contact us first so we can guide you through the correct return process.

Refund Processing

Returned items will be inspected after they arrive at our return location.
Refund approval or rejection will usually be completed within 3-5 business days after inspection.
Approved refunds will be issued to your original payment method within 5-10 business days.
Original shipping fees are non-refundable unless the return is due to our error.

A restocking fee may apply if the returned product is not in original condition, has missing parts, or requires additional inspection or handling.

Damaged, Defective, or Missing Items

If your order arrives damaged, defective, incorrect, or with missing parts, please contact us within 48 hours of delivery.

To help us resolve the issue faster, please provide:

Your order number
Photos of the package and product
A short video showing the issue, if applicable

Depending on the situation, we may offer replacement parts, a partial refund, a full replacement, or a return and full refund.

Important Notes for Electric Scooters

Returned scooters must not exceed minimal test use only.
Heavy wear, crashes, water damage, improper charging, unauthorized repairs, or modifications may void return eligibility.
Please keep the original packaging until you are sure you will keep the scooter.
We strongly recommend recording an unboxing video for faster claims processing.