E-Scooters are not to be used on public roads or pavements. Only on private land with the owner's consent.

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Frequently Asked Questions

Here’s the oracle from our team of e-scooter experts. At Pure Scooters we are passionate about providing dedicated customer support, so you get total peace of mind with every scooter.

Do you offer Finance / Buy Now Pay Later?

Yes, we offer 'Slice It In 3 (Pay Later In 3) by Klarna'
Check out all the Frequently Asked Questions about Klarna here.

What is the maximum rider weight for Pure Scooters electric scooters?

Most of our scooters have a recomended maximum rider weight of 100kg (15 stone and 10 pounds), but the Inokim Ox can take up to 130kg (20 stone and 6 pounds).

What should I do if I have a problem with my e scooter?

If you are unfortunate enough for your scooter to develop a fault, please email us at [email protected] - simply include your order number/delivery postcode with a brief explanation of the fault. We aim to get back to you within 48hrs. 

How old do you need to be to ride an adult electric scooter?

We recommend all riders are at least 16 years of age before riding an electric scooter.

Is it legal to use an electric scooter in the UK or Ireland?

Currently it is illegal to use an electric scooter on the public highway within the UK & Ireland, including cycle paths and pavements. 

Can you use an 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. 

However, we have found that the scooters can be ridden in wet conditions if you avoid puddles, don't ride in heavy rain and after use just wipe down the scooter to ensure that there is no residual water left to get in the battery compartment.

What language is the manual in?

All the manuals will be in English. Depending on your scooter there may be other languages included. 

Do you offer credit?

Yes you can pay monthly with us. Please follow this link to find out more about our finance options - https://www.purescooters.com/pages/pure-scooters-finance-klarna 

Simply add the items you'd like to buy to your basket and proceed through the checkout (don't use EXPRESS payment options)... complete your email, address, delivery choice and then select KLARNA when you get payment options. 

The KLARNA option will then load some additional questions to complete and options for you to select.

What payment methods do you accept?

We accept Visa, MasterCard, Amex, PayPal, Google Pay, Apple Pay, Amazon Pay and Klarna .

I have been scammed before, are you legit?

Rest assured, we are a real, trusted UK business. If you order an electric scooter from us before 2pm you will have it delivered the next day (excluding weekends).  All our stock is held in the UK and ready to go as soon as you place an order.

We are also on hand to answer any of your queries via [email protected] If you have any further questions please do not hesitate to contact us.

For your information, our registered business details are: PURE SCOOTERS LIMITED 11634997 - Incorporated on 22 October 2018

Where do and don’t you deliver?

We currently deliver to United Kingdom and Ireland. Unfortunately we cannot deliver scooters overseas. 

How long does it take to deliver?

If you order before 2pm, Monday to Thursday, your order will be dispatched the same day and you will receive it the next business day. Orders placed on Friday to Sunday will be dispatched Monday, delivered to you on Tuesday. We also offer Saturday delivery for £15. If you order your electric scooter before 2PM on Friday, and select £15 Saturday Delivery at checkout, you will receive your order the following Saturday.

Please be aware that Next Day Delivery is NOT guaranteed to the following destinations: Scottish Highlands. Delivery to these destinations is usually within two-business days.

Where are your distribution centres and where is the stock shipped from?

The main Distribution Centre is located in Farnborough, Hampshire, UK and all electric scooter stock is shipped from here.

Can I cancel my order?

If you change your mind after placing an order and your goods have not yet shipped, you may be able to cancel your order. Please email us immediately at [email protected], quoting your order number and stating your wish to cancel your order.

My Electric scooter is faulty/damaged

If you have received an item that is damaged, is not what you ordered, or is missing parts, then please email us immediately at [email protected]Include photographs of the issue before returning any goods so we can discuss the best action to take.

Faulty electric scooter - within 30-days of receiving

If your electric scooter develops a manufacturing fault through normal use (as outlined in the manufacturer’s manual) within 30-days of receiving the goods, then please email us at [email protected], quoting your order number, attaching a photo of the electric scooter and the fault details. You can let us know whether you want a refund, repair or replacement. We will arrange collection and cover the costs for collecting, repairing and returning the electric scooter to you.

Faulty electric scooter - after 30-days of receiving
If your scooter develops a fault after the initial 30 days period you will need to contact the manufacture and make a warranty claim. Please note the warranty period will vary by scooter.

If you cannot find warranty information please get in touch and we will point you in the right direction.

Please note that, we cannot accept electric scooter returns:

without all original packaging and accessories, including the retail box, manuals, cables, charger and all other items originally included with it (we can provide a new box at a cost of £25).if the electric scooter has been damaged through miss-use or shows signs of being tampered, customised, or altered in any way.is in any condition that we deem renders the item unsaleable.

I have changed my mind

If you change your mind about your electric scooter and you no longer want it, then you will need to email us at [email protected] within 14 days of receiving your order. You then have a further 14 days from the date you notified us, to return the goods to us.
When you contact us about your returns, you will need to provide us with your order number, reason for returning and a contact telephone, in the event we need to call you.
Please note that we may make a deduction from the refund amount for the loss of value of any good supplied if the loss is the result of unnecessary handling by you.  You can examine the goods as you would in a shop but to obtain a full refund, the goods must be returned in “as new” condition and in their original packaging.  If you have mislaid the original packaging for an electric scooter, we can provide a new box at a cost of £25.
Naturally, none of this affects your statutory consumer rights.
You will need to return the electric scooter to us at: 
Pure Scooters, New Farm Offices, Hartlake, Glastonbury, BA6 9AB

Return in person 
Please let us know via email ([email protected]) if you intend to return the electric scooter in person, so we can agree a time / date and are ready for the collection. Please bring with you your order number. We cannot accept returns in person unless agreed prior with our customer service team.
Customer returns via post

You will be responsible for paying for your own delivery costs for returning an unwanted item, unless it has a manufacturer fault (see above section - "Returns - Damaged & Faulty").It is strongly advisable, when returning an unwanted electric scooter to use tracked delivery to ensure its arrival. Please make sure you include in the box a copy of your name and order number, so we know who it was from.

Collection from your address
Please email us at [email protected] with the following details to arrange a collection:Your full name and collection address including postcodeOrder number and confirmation of which product is coming back to usYour preferred date of collection (Monday to Friday only)A contact number in case the driver needs to get in touchThere is a £20 charge for this collection service that will need to be paid at the time of booking the collection. Please note, we cannot accept electric scooter returns without all original packaging and accessories, including the retail box, manuals, cables, charger and all other items originally included with it.We can provide a new box at a cost of £25. Any extra costs (e.g. new box, collection cost) will be deducted from your refund payment amount.

How long will my refund payment take?

We will refund you to your original payment method (i.e, card, Paypal account etc) within 14 days of receipt at our Returns Centre. Please be aware this can take up to 5 days depending on your bank.

What is the warranty?

Pure scooters only sells official UK product that is covered by the manufacturers warranty. The warranty length and cover varies by brand.

Xiaomi – 2 years full electric scooter warranty. They will replace or repair depending on the fault. You will be asked for your receipt and serial number (on the Scooter). There are two ways to make a claim: 1) Visit the Xiaomi store in Westfield (West London) – you will need to take your Pure Scooters receipt with you, or 2) Contact Xiaomi via +44 800 9160561 or via email  [email protected]

Ninebot-Segway– 1 year on vehicle body, 6 months on battery. Customers would need to contact [email protected] or call them on +44 2031921421 to make a claim.

Micro Scooters – 1 year or 1,000 charge cycles on the battery. 2 Year warranty on 
e scooter components.

When is a warranty repair not possible?

If the scooter has been modified including changes to firmware. For example, if you have carried out work on the scooter without the permission of the brand and or unofficial parts have been used, this can invalidate the warranty.

What does the warranty cover?

All parts of the scooter including the electronics and battery if the defect is technical related. The warranty doesn’t cover external damage such as broken parts and punctures. 

Do you sell the Xiaomi Pro Electric Scooter?

Yes we do - you can buy the Xiaomi Pro here.

When will the White Xiaomi electric scooter be available?

We now stock the white Xiaomi M365 - you can buy it here.

Why is my Xiaomi M365 going slow?

The M365 electric scooter has 2 ride modes – Eco and Normal. If you are experiencing lower than normal performance, check which mode your scooter is in. When your e scooter is on, fully charged and in normal mode you should see 4 white lights. If the bottom light is green you are in Eco mode. Double tap the power button to switch into normal. 

Why does my Xiaomi M365 scooter have a sticky throttle?

If your throttle is sticky, try pulling the right handlebar grip slightly away from the throttle. It's easiest to do this by twisting the grip as you do it. 

Do you price match?

Yes we do. We price match against other UK online electric scooter stores who are selling UK stock with an equivalent warranty. 

Do you repair electric scooters?

We now offer a puncture repair service at our store in Victoria, London. For £33.99 we can mend a puncture including a new inner tube and new tyre. This service is not pre-bookable yet but the once dropped off, the team hope to complete the puncture service within 3 working days. Directions to the store can be found here

What if I get a puncture, do you sell spares?

For electric scooters that have air filled tyres we recommend using Weldtite inner tube sealant. This is because changing small scooter tyres can be difficult. Weldtite works by automatically sealing the tyre so that when a puncture occurs; you will never know you got a puncture.

If you have already experienced a puncture you can buy spare scooter tyres and innertubes on our website in the ‘Tyres & Tubes’ category.

What country plug / charger is included?

Orders placed for UK delivery have standard UK plug and charger.

How long does it take to charge?

Please see individual electric scooter product pages for more information. As a benchmark, the Xiaomi M365 scooter is fully charged in five and a half hours.

Can I order online and collect from store?

We don't offer collect from store at the moment. You can either buy online for free next working day delivery to your home or buy in store and take home the same day.

Can I pay with in instalments at the store?

Unfortunately payment through Klarna can only be made on our website. Visit our store and once you've decided which scooter to buy you can purchase using one of our store iPads, opting for home delivery. 

Can I test ride a scooter in store?

Unfortunately we don't yet have the space to operate test rides. However you can stand on the scooter, get up close, and ask our experts as many questions as you like!

Do you do repairs/maintenance?

We now offer a puncture repair service at our store in Victoria, London. For £33.99 we can mend a puncture including a new inner tube and new tyre. This service is not pre-bookable yet but the once dropped off, the team hope to complete the puncture service within 3 working days. Directions to the store can be found here

Are prices the same in store as online?

Yes, all prices quoted online are the same in store. Including any discounts or offers.

Can I use a discount code in store?

Yes, simply quote the discount code in store and you will receive the same discount as you would online. 


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