Refund policy
Thank you for shopping at JOFEN.
JOFEN is a multi-brand electric mobility store offering electric scooters, accessories, spare parts, and related products from brands including JOFEN, JOYOR, KuKirin, NAVEE, and other brands available on our website.
This Return & Refund Policy applies to products purchased directly from jofenscooter.com, regardless of brand.
1. Order Cancellation
Before Shipment
You may request to cancel your order before it has been shipped. If the cancellation is successfully confirmed before dispatch, a full refund will be issued to your original payment method.
After Shipment
Once an order has been shipped or handed over to the carrier, it can no longer be cancelled.
For electric scooter orders, please receive the package and follow the electric scooter return process below if you wish to request a return.
For accessories and spare parts, please note that they are non-returnable once shipped, except where an applicable statutory right requires otherwise. If there is a problem with your order, please contact us for assistance.
2. Electric Scooter Return Policy
You may request a return for an eligible electric scooter within 15 days after receiving the product.
To qualify for a return:
- You must provide a valid JOFEN order number or proof of purchase.
- The scooter must be in its original condition and free from excessive wear, damage, or dirt.
- All original accessories, manuals, chargers, tools, keys, and other included components must be returned with the scooter.
- The original packaging must be included.
- The scooter must not have been modified, disassembled, tuned, or repaired without authorization.
- The scooter must not show significant signs of misuse or man-made damage.
We reserve the right to refuse a return if the scooter shows significant signs of use, excessive wear, missing accessories or components, unauthorized modifications, or man-made damage.
Where the condition of the returned scooter has reduced its value, an appropriate deduction may be made from the refund based on the product's actual condition and depreciation.
3. Electric Scooter Returns for Personal Reasons
If you request a return because you changed your mind, ordered the wrong model, no longer need the product, or for another reason that is not caused by a product defect or our error, you are responsible for the return shipping cost.
The final refund amount may be adjusted based on actual return logistics costs and any depreciation identified during inspection.
JOFEN does not charge a separate restocking fee for approved returns.
The refund will be processed only after the returned scooter has been successfully received and inspected.
4. Electric Scooter Defects, Shipping Damage or Incorrect Items
If your electric scooter arrives with a non-man-made defect, transportation damage, missing components, or is different from what you ordered, please contact us as soon as possible.
We may require photos or videos to verify the issue.
After verification, depending on the actual situation, we may provide an appropriate solution such as:
- Troubleshooting
- Replacement parts
- Repair
- Replacement
- Exchange
- Return
- Refund
Where an approved return is required because of a verified product defect, shipping damage, missing item, incorrect item, or another error attributable to us, JOFEN will be responsible for the approved return shipping cost.
Damage caused by misuse, accident, impact, water exposure, improper maintenance, unauthorized modification, disassembly, tuning, or repair is not considered a product-quality defect.
5. Parts & Accessories Return Policy
Accessories, spare parts, replacement parts, and modification/tuning parts purchased from JOFEN are non-returnable once the order has been shipped.
This applies to parts and accessories sold on jofenscooter.com regardless of brand.
If you receive:
- An incorrect item
- A missing item
- A product damaged during transportation
- A defective item
- A product that does not operate properly due to a non-man-made issue
Please contact us at info@jofenscooter.com before taking any further action.
Depending on the specific issue and after verification, JOFEN may provide an appropriate solution, which may include:
- Troubleshooting or technical assistance
- Replacement parts
- Replacement or reshipment
- Partial refund
- Full refund
- Another appropriate solution based on the actual situation
Please do not return any accessory or spare part without prior authorization from JOFEN.
The fact that parts and accessories are non-returnable under our store policy does not affect any non-excludable statutory rights that may apply.
6. How to Request an Electric Scooter Return
Before returning an electric scooter, you must contact JOFEN and receive return authorization.
Please email:
We recommend using “Return Request” as the subject line.
Please provide:
- Your order number
- Product name and model
- Reason for the return
- Serial number, where applicable
- Clear photos or videos if there is a defect, damage, missing item, or incorrect item
- Information about whether the scooter has been opened, assembled, charged, used, or ridden
After reviewing your request, we will provide the appropriate return instructions and return address.
Do not send the product back to the address shown on the original shipping label unless JOFEN specifically instructs you to do so.
Because JOFEN works with multiple brands and warehouses, the correct return location may differ depending on the product and order.
Returns sent without prior authorization or to an incorrect return address may be rejected or delayed.
7. Return Shipping Instructions
Electric scooters and certain batteries contain lithium-ion batteries and may be subject to special transportation requirements.
Where required, you must follow the return shipping instructions provided by JOFEN and use the approved return label, carrier, or logistics service specified by us.
Do not independently arrange a return shipment for an electric scooter or battery when JOFEN has provided specific return shipping instructions.
Unauthorized shipping arrangements or returns sent to an incorrect address may result in additional costs or delays in processing.
8. Return Shipping Costs
Personal-Reason Scooter Returns
For an eligible electric scooter returned for personal reasons, the customer is responsible for the return shipping cost.
Verified Product Issues or Our Error
If an approved scooter return is required because of a verified product defect, transportation damage, incorrect item, missing item, or another error attributable to us, JOFEN will cover the approved return shipping cost.
Restocking Fees
JOFEN does not charge a separate restocking fee for approved returns.
However, the refund amount may be reduced where inspection identifies depreciation, excessive wear, damage, missing packaging, missing accessories or components, or other conditions affecting the value of the returned scooter.
9. Refund Process
Once an approved electric scooter return has been received, our team will inspect the product to confirm that it meets the applicable return conditions.
We will notify you by email after the inspection and inform you whether the refund has been approved.
If approved, the refund will be issued to your original payment method, generally within 5–10 business days after inspection.
Your bank, credit card company, or payment provider may require additional processing time before the refund appears in your account.
If your approved refund has not arrived after the expected processing period, please check with your bank or payment provider first.
If you still have not received the refund, please contact us at:
10. Important Notes
- Do not send any product back without contacting JOFEN first.
- Keep the original packaging, accessories, manuals, and included components until your return or after-sales issue has been resolved.
- Keep your return tracking information and shipping receipt until the refund has been completed.
- Returns sent without prior authorization or to an unconfirmed address may be rejected or delayed.
- This policy applies only to products purchased directly from jofenscooter.com.
- If you purchased the product from another seller, marketplace, dealer, or retailer, please contact the original place of purchase.
- This policy does not limit any non-excludable consumer rights or remedies available under applicable law.
11. Contact Us
For order cancellations, electric scooter returns, refunds, parts and accessories issues, or other after-sales assistance, please contact:
Email: info@jofenscooter.com
Please include your order number and relevant product information so that our customer service team can review your request and provide an appropriate solution.