At Apollo Scooters, we prioritize customer satisfaction and aim to provide clear guidelines for returns, exchanges, and cancellations. Please review the following policies to understand your options and any associated fees.

Final Sale Items

• Spare Parts and Apollo-Branded Merchandise: All sales of spare parts and Apollo-branded merchandise are final and cannot be returned or exchanged.
• Accessories and Upgrades: These items are eligible for return or exchange only if they remain unused and in their original packaging. If an accessory or upgrade has been installed or used, it will not be eligible for return or exchange, and the customer will be responsible for return shipping costs.

Address Changes

Requests to change the shipping address must be made on the same day the order is placed. We cannot guarantee that address change requests made after this period will be processed before fulfillment.

Return Eligibility

• Unused Scooters: To be eligible for a return, the scooter must be unused (brand new) and shipped back within 14 days of the delivery date in its original packaging. If the scooter has been ridden, it is not eligible for return.
• Damaged Returns: Scooters not packaged correctly may incur damage during return shipping. Such items will be ineligible for return, and the customer will be responsible for any repair costs and return shipping fees.

Cancellation Policy

• Same-Day Cancellations: Order information is transmitted to our fulfillment centers daily. Cancellation requests must be initiated on the same day the order is placed. After processing, the order falls under our standard return policy.
• Pre-Orders and Out-of-Stock Items: Cancellations for pre-orders and out-of-stock items are accepted any time before processing by our fulfillment centers, with no fees applied. Once processed, standard return policies apply.

Exchange Policy

• Unused Scooters: If the scooter remains unused and is within 14 days of the delivery date, we will gladly assist with the exchange process. Regular return fees are waived for exchanges on most scooters; you will only pay the 3% payment processing fee. However, the Apollo Pro 2023 is subject to the 3% payment processing fee and all return shipping fees.

Fees Associated with Returns and Cancellations

• Payment Processing Fee: A 3% non-refundable fee is incurred for all credit card payments. If an order is canceled, this fee will be deducted from the total refund amount.
• Restocking Fee: A $50 restocking fee applies to returned scooters.
• Return Shipping Fee: Customers are responsible for return shipping costs, which will be deducted from the refund amount.

Example Refund Calculation

If you purchased a scooter for $1,999 and decide to return it:

• Restocking Fee: $50
• Return Shipping Fee: $120
• Payment Processing Fee: $59.97 (3% of $1,999)

Total Refund: $1,999 - $50 - $120 - $59.97 = $1,769.03

How to Initiate a Return, Exchange, or Cancellation

1. Online Portal: Access our self-service portal to submit your request.
2. Customer Support: If you encounter issues, contact our support team at [email protected] for assistance.

Important Notes

• Refused Shipments: If you refuse a shipment, it will be treated as a return, and applicable fees will be deducted from your refund.
• Used Products: We do not accept returns of used products. Please ensure your purchase decision is final before using the scooter.

By adhering to these policies, we aim to provide a fair and efficient process for all our customers. If you have any questions or need further clarification, please reach out to our customer support team.