Returns & Cancellation Policy

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To obtain a refund within 30 days of receiving your order the customer must inform us by email that you wish to return the goods. The customer agrees that the returned goods are new and unused and are un-marked, any tags etc are still applied and item is returned in original packaging.

For e-Bikes & e-scooters "as new" means the product hasn’t been used or ridden, it’s in original condition with all parts and accessories supplied and attached as when the product was received. The item is also to be returned in and with all original packaging.

When returning items please return with your order number inside the package and please make sure the shipping method is insured to the full item value.

Returned items will be checked by us on return to ensure they meet the criteria set out in this returns policy. Items will be examined for signs of use, missing parts or damage. We will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If rejected the customer can arrange collection of the item or we can arrange delivery by courier (from £20).

Original postage cost is not refunded on returned items.

Payment processing fees including third party payment provider fees and any other costs associated with an order are not automatically refunded on returned or cancelled orders.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Please do not send your purchase back to the manufacturer. Please do not send your purchase back without authorisation.

Refunds

Partial refunds will be applied where returned items don’t meet the required conditions, such as: any item not in its original condition, any item that is damaged or missing parts (including packaging) for reasons not due to our error.

Refunds will be processed within 5 days of us receiving the returned item, using the same method of payment used for the original purchase. Any item not returned in as new condition and with missing parts, accessories or packaging will incur a deduction of up to 75%.

Order Cancellation

If you wish to cancel your order please contact us as soon as possible via email. If your order has been processed then we reserve the right to charge any processing or shipping fees incurred as a result of the order being placed. For example if an item had to be purchased in and then returned any costs associated will be deducted from the refund amount.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@horizonmicromobility.com.

“Sold as Seen” (if applicable)

Occasionally we will have demo or used products available for sale. These are sold based on the provided description and are not available for refund.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@horizonmicromobility.com

Shipping

Return shipping address will be provided with your return authorisation.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping, if using our courier will be deducted from your refund. When returning items use a tracking service and make sure you pay the correct insurance for the full cost of the returned item.

You should consider using a trackable shipping service and purchase shipping insurance. We don’t guarantee that we will receive your returned item.