Refund and Returns Policy
Return & Exchange Conditions
To ensure a smooth and efficient return or exchange process, please adhere to the following conditions:
Authorization:
Items returned without prior authorization will not be accepted.
Initiate a return by contacting us at [email protected], providing photos and/or videos of the items, and mentioning your order number. Our customer service team will assess your return request within 3 business days.
Timeframe:
Items must be returned within 15 days from the date of receipt.
Condition :
All items must be in the original condition, unworn or unused, with tags, and in their original packaging. The package must contain all accessories (such as charger, instruction manual, certification, key, pump, combination lock, etc.)
A valid receipt or proof of purchase is required for all returns.
Shipping:
When returning or exchanging items, use a shipping method that provides tracking information.
Items sent back without prior authorization will not be accepted, and Escootz is not responsible for the shipping cost of unauthorized returns.
If a package is refused at the time of delivery, the actual shipping cost will be deducted from the refund.
Non-Returnable Items:
On-sale items are non-refundable.
Damage or loss caused by customers is non-refundable.
Used products are non-refundable.
General Return Process
Initiate a Return:
Email us at [email protected] with relevant photos, videos, and your order number.
Our customer service team will assess your return request within 3 business days.
Ship the Item Back:
If your return is accepted, we will provide the return address and instructions on how to send your package.
Use a shipping method with tracking information and a signature to avoid issues with lost returns.
Items returned without authorization will not be accepted.
Refund or Exchange
Upon receiving your return/exchange, we will inspect the item within 3-5 working days.
We will then either provide a replacement for an exchange or issue a refund.
Return Charge
If the return is due to our problems (e.g., incorrect products, quality issues), we will provide a full refund, including the return freight.
If the return is due to the buyer’s preference (e.g., dislike or change of mind), the return freight is the buyer’s responsibility. Customers are responsible for the shipping and return costs of the products.
Order Cancellations :
We can cancel the order for you if you contact us in time after your purchase.If your payment finished and the parcel is not shipped out, you can cancel your order before your item’s delivery. And we will refund full of your money.
Orders can’t be canceled once the parcel is shipped out.
Email: [email protected]
Return Address Notice:
Please note that while orders may be shipped from various fulfillment centers across Canada, returns are typically sent back either to the original shipping facility or to our main return center in Edmonton, Alberta. In certain cases, the original facility may not be able to process the return, in which case it will be redirected to Edmonton.
Package!!
Important: Please keep the ORIGINAL SHIPPING BOX and all packaging for 30 days after delivery.
Original packaging may be required if assistance is needed
Pricing Erros!
In the event of a pricing or product information error, we reserve the right to cancel any order and issue a full refund.
