Refund policy

Last updated: October 6, 2026

At Stirlingeco, we want you to be completely happy with your electric scooter or e-bike. This policy explains how returns, exchanges and refunds work for orders delivered in the United Kingdom.

1. Return Window

You may return any item within 30 days of the date it was delivered to you. This is longer than the 14-day cancellation period required by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To be eligible for a full refund, the item must be unused (not ridden on roads, paths or trails), in the same condition you received it, and returned with its original packaging, charger, battery, keys, tools, manuals and any accessories that came with it.

2. How to Start a Return

Email us at contact@stirlingeco.shop with your order number, the item you want to return and the reason for the return. We will reply within 1–2 business days with a prepaid return label and instructions for packing and collection.

Please do not send items back without contacting us first, as large items and lithium-ion batteries must be shipped using an approved carrier and packaging.

3. Damaged or Defective Items

This does not affect your statutory rights. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described, and you remain entitled to a repair, replacement or refund for faulty goods as the law provides.

4. Return Shipping Costs

All returns are free. We send you a prepaid return label (or arrange a free courier collection for large boxed items) whether the item is faulty or you simply changed your mind.

5. Refunds

Once your return arrives at our returns centre, we will inspect it and email you to confirm whether your refund has been approved. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may take a few additional days to show the credit.

If an item is returned used, damaged by the customer or with missing parts, we may reduce the refund to reflect the loss in value, as permitted under UK consumer law. We will always tell you the amount and the reason before processing it.

6. Exchanges

Prefer a different model or colour? Email contact@stirlingeco.shop within 30 days of delivery to request an exchange. Exchanges are free: we send you a prepaid label, and once your original item is received we ship the replacement at no extra cost. If the new item costs more or less, we will charge or refund the difference.

7. Non-Returnable Items

• Items that have been ridden on public or private roads, paths or trails, unless faulty
• Items damaged after delivery through accident, misuse, improper charging or unauthorised modification
• Gift cards

8. Cancelling an Order

You can cancel an order free of charge at any time before it ships by emailing contact@stirlingeco.shop. If it has already shipped, simply follow the return process above once it arrives.