Refunds & Returns

Returns 
Our policy lasts for 7 days. If 7 days have passed from the receipt of your order, unfortunately we can’t offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

1. Cancelling Your Order

If you would like to cancel your order, please contact us immediately via our email address: sales@manfirth.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 item is an off the shelf item and in transit, you would need to return the item/s and then a refund can be issued.
• If your item is a custom built item, pre ordered and in transit you will NOT be eligible for a refund or return unless the item is defected/faulty.

For all ebikes, e Escooter and e motorbikes any sales payment fees such as PayPal/credit card fees will be deducted from your refund as we are not refunded these from the payment companies. 

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’.

*If your item is has left our warehouse & is still in transit, you must take receipt of the item before ANY refund/return can be initiated.

Please note –  when returning a product, it must be returned in ‘as new’ condition, with all components included, in their original packaging. There will be a charge for the return – see below.

 

2. Returns - Changed Your Mind: Unused Item

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. You will need to return the product to us before we can provide a refund. Man Firth can help arrange the return for a charge of £50 - 

To initiate a return, you need to contact us via our email address: sales@manfirth.com. Please include your order number and the reason for your return in your correspondence.

Please note –  the 7 days return period is to allow you to examine the goods as you would in a shop. To obtain a full refund, the goods must be returned in an “as new” condition with all components included in their original packaging. “As new” condition is defined as unridden (less than 1km logged on the scooter’s odometer.)

Once your goods are received back at Man Firth they will be assessed by a Man Firth representative. Any missing parts or damage resulting in a reduction in the retail value of the products will result in an equivalent deduction in your refund amount. Please see the information below as an indication of the refund you will receive – but please note the loss in value caused by any excessive use or handling of the product will always be assessed on a case-by-case basis.

 

Aesthetic Damage or excessive mileage	A fair assessment will be made by the Man Firth team on the scooter's current resale value. As an indication, a scooter which has done 2km – 30km has a market value of approximately 80% of the purchase value.
Missing Charger	A deduction of £29.99 will be made when this is not returned with the scooter
Missing Manual	A deduction of £3.99 will be made when this is not returned with the scooter
Missing Valve Extender	A deduction of £3.99 will be made when this is not returned with the scooter
4 Handlebar Screws	A deduction of £1.99 will be made when these are not returned with the scooter
Allen Key	A deduction of £1.99 will be made when this is not returned with the scooter
Spare tyres	A deduction of £29.99 will be made when this is not returned with the scooter

 

Sale items
Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.

Naturally, none of this affects your statutory consumer rights.

3. ‘Changed Your Mind’ Return Options

If you have changed your mind and need to return your scooter you have 2 options. Please note the scooter must be back with us within 14 days of notifying us that you have cancelled your order

- Man Firth can arrange the return of your scooter via a courier There is a £50 pound charge for this service that will deducted from your refund, which includes a tracked courier service, we will send you Shipping Label via email to be printed and attached to the box. For shipping the scooter MUST be packaged in the original box to enable safe transit. To obtain a full refund, the goods must be returned in “as new” condition, unused & with all components included and in their original packaging.

4. Returns - Damaged & Faulty items

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/ error codes) within 14 days of you receiving it you are entitled to a repair or part replacement 

This process isn't initiated by 'customer self diagnosis' and you MUST be prepared to follow the correct warranty/fault procedure of video evidence.

To initiate this process, you need to contact us via our email address: sales@manfirth.com

You MUST supply video and/or photo evidence clearly showing the fault/issues.

Please include your order number, information about the fault, and any pictures/videos that demonstrate the problem. 

Following an initial email based assessment, & if we deem the claim/issue/ fault to be a.) present & b.) A manufacturing fault, we will arrange for parts to be sent to you to resolve the issue.

A refund will NOT be issued if after the 14 day period when their is no apparent manufacturing fault diagnosis 

A refund can only be issued if we deem the item/issue/fault to be unable to be either a.) deemed a basic repair & completed and fixed by you the customer or b.) by our technicians. c.) a manufacturing fault that is raising error codes.

 Please note –  All returns are assessed by a Man Firth 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 manufacturing 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 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: sales@manfirth.com and we will support you through the next steps, which may include facilitating a repair  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.

 

5. Refund Payment 

Once a refund has been approved by the Man Firth 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 another 14 days to appear in your bank depending on who you bank with & your chosen payment gateway.