Warranty claim process

Before making a warranty claim please read and understand the warranty terms fully

If you’d like to open a warranty claim please first make sure that the product is still under warranty, you are the original owner and you have the order number available. Warranties are not transferable and any warranty claim will be with original owner only as specified on the original invoice.

You can send the product back to the address below, please include your name, email address and order number on a piece of paper together with the item and full details of what the issue with the product is. If you would prefer to initially send photos/videos of the issue then please send to hello@horizonmicromobility.com as it may be possible to provide a solution without shipping the product back. 

Once received back your claim will be assessed to see if valid. If successful the item will be repaired/replaced and returned back to you. If unsuccessful (please see below) then we’ll contact you to arrange either the return of the product or we’ll quote for a repair. 
The return of the product can be by your own courier or we can arrange our courier to return the item at customer’s cost. If a claim is unsuccessful then Horizon Micromobility also reserves the right to charge for the initial assessment up to a fee of £35.
Our full warranty terms and conditions can be found on the link below, before returning any product please be confident that the warranty claim is as a result of a manufacturing defect and not from any other cause such as water damage, operator error, collision, neglect etc, if in doubt please contact us prior to returning the item.
Any returned item that shows any sign of being involved in an accident, being dropped or misused will immediately be disqualified from any warranty claim.
If you’d prefer a quote for repair rather go through the warranty assessment please send photos and/or a photo of the item/part of item that requires repair to: hello@horizonmicromobility.com and we’ll then provide further details on the available options.
Horizon Micromobility (returns)
Kingfisher Works
Tag Lane
Hare Hatch
RG10 9SH