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United States of America
Warranty Information
Ausom provides an easy, reliable and efficient service for all products under our warranty. Please refer to the chart below for the warranty periods of various products and accessories.
Our distributors, partners, sellers and re-sellers should provide after-sale services directly to their customers. If your Ausom product has a warranty-related issue, please contact the seller from whom you purchased the product. You should provide all relevant order information, such as warranty cards, invoices, receipts, etc.
Product Category: Electric Scooter
|
Components |
Warranty |
| Frame | 1 year |
| Motor | 1 year |
| Accelerator | 1 year |
| Controller | 1 year |
| Accelerator | 1 year |
| Battery | 6 months |
| Charger | 6 months |
| Display | 1 year |
| Disc Brake | 1 year |
| Brake Assembly | 1 year |
| Folding Assembly | 1 year |
| Front Light | 1 year |
| Rear Light | 1 year |
| Handlebar | 1 year |
| Handlebar Grip | 14 days |
| Wheel | 30 days |
| Saddle | 14 days |
| Inner Tube & Tire | 14 days |
| Others | 14 days |
Notes: the following conditions are not covered by the warranty
1. water damage of the battery, motor and controller.
2. Manmade damage, selfmodification, collision damage of spare parts, etc.
3.Tire puncture by sharp objects.
Shipping Damage Claims
Upon receipt, the Customer should immediately inspect Products for damage. Freight damage claims can be extremely time sensitive, and therefore, Ausom will not accept freight damage claims later than 14 days from Customer’s receipt of the Product. The Customer should note any damage to the Products on the Bill of Lading before the shipment is accepted. The Customer should also document any damage with photographs, and date the images whenever possible. Furthermore, the Customer should keep all packaging and paperwork until the inspection process is complete.
Damage claims must be reported to Ausom within 14 days of delivery. Please contact the Customer Support team for return/replacement/refund instructions by submitting a ticket at support@ausomstore.com.
Warranty Process
- Buyers have to provide sufficient proof of purchase.
- A description of the defect needs be provided in order to issue a warranty claim.
- Visible proof of defect must be provided along with the item's serial number (if any).
- Ausom must document what happens when buyers troubleshoot the products.
- You may need to return an item for quality inspection.
- When you return the defective product, you should put it in the original packaging or the packaging approved by the dealer.
Valid Proof of Purchase
- The order number of your online purchase from the Ausom's authorized reseller.
- Sales invoice.
- Dated sales receipt from the authorized Ausom's reseller.
Please note that more than one type of proof of purchase may be required to process a warranty claim (such as receipt of money transfer and confirmation of address that the item was originally shipped to).
Warranty will be void in the following situations:
- The product is out of the warranty period.
- The product is lost or stolen.
- The product is free or complimentary.
- The product is used in inappropriate ways or conditions, including but not limited to: falls, extreme temperatures, water, improper operations.
- The product is not in its original state, such as modifications.
- The product has been used in combinations with accessories that is not compatible with the product.
- Buyers have no sufficient proof of purchase of products.
- Unsupported software or firmware has been installed to the product.
- When a damage is caused by the customer, the customer is responsible for the costs for the repairs and shipment.
- Customers' personal items are sent to Ausom, instead of the Ausom products.
- The product is purchased from an unauthorized re-seller.
Even if your problems are not covered by the Warranty, you can purchase the replacement parts from us. As the manufacturer, we offer competitive prices for the parts of our e-scooters. Considering that some replacement parts are not displayed on the website, to purchase replacement parts from us, please contact us at support@ausomstore.com for further information.
Repairs
- To request a repair, please write an email to: support@ausomstore.com
- The serial number, description of the issue, a short video or photos and the invoice (PDF) should be included in your email.
- We will respond within 24 hours ( Mon.-Fri. ) after receiving your email.
Return & Refund
Guide of Return A Product
Ausom stands behind the quality of every product sold and delivered by our team, hoping that each and every customer expectation is met and exceeded. If for any reason you are not fully satisfied with your purchase experience within 14 days, we are happy to help with a replacement or refund (This valid purchase is only available for the Ausom website).
Orders can be returned within 14 days upon receiving (subject to the last update of the logistics time). Before starting the return process, you should fill out and send a return form to support@ausomstore.com, preferably with a photo or video of where the product was damaged. Ausom will process your request within 3 workdays. After approval by Ausom, products can be returned as long as they are in their original packaging and accompanied by all accessories and manuals. The customer is responsible for good packaging. After Ausom agrees to your request for returning, please send back the product and provide the tracking number and tracking query link to Ausom within 7 days. Otherwise, the request will be processed as expired.
For product purchased from Ausomstore.com:
Bought but not yet shipped (cancellations):
We cannot guarantee your order cancellation request will reach the shipping warehouse in time to stop your shipment, so please notify us as early as possible of your cancellation request. Once the order is successfully cancelled, the full price of the order will released to your account within 14 days after we receive your refund request form, with no handling fee.
Pre-orders and cancellations of pre-orders:
For all pre-orders, your debit or credit card will be paid immediately. There will be no delay in payment, regardless of when the product is expected to ship. After your payment, you can refer to the previous section for the refund process.
Product was delivered:
- Orders from the Ausomstore.com can be returned within 14 days upon receiving, you can request return & refund service without providing any reason and you shall be responsible for the return shipping fee;
- Orders from the Ausomstore.com can be returned within 14 days upon receiving, if the product has a manufacturing defect or damaged during transport, you can contact the Ausom customer service team at support@ausomstore.com to request a return & refund service. Ausom will be responsible for the return shipping fee. Within 14 days after receiving the return package, the refund will be credited back to your account from which the order was initially placed. After this, the refund time will depend on the payment method. Please see below for details:
- PayPal refunds may take 1-3 business days to process and appear in your account.
- Credit card refunds will take 7-14 business days to appear in your account. This delay depends entirely on your credit card company and any intermediaries.
We will not charge you any handling fee if you return your order within 14 days for any reason
Used articles:
We do not offer a return of used items, except in the extreme cases of breakage/ malfunction.
Lost parcel:
Ausom is responsible for your order delivery. A delivery exception is when a package is temporarily stalled in transit for an unforeseen reason. Even with the most reliable eCommerce order tracking, a lot can happen to a package while it’s in transit. If the tracking info is not updated for more than 3 days or even longer. Please kindly be patient and wait for the delivery. Ausom will always check and push for you. If you don't receive your order within 3 weeks after receiving your shipping confirmation email, then the parcel is considered lost during the transition. Ausom will bear the loss and offer you a full refund. You can reject the parcel if the parcel is finally showing up. Ausom ensures that the customer experience is always a priority.
For product purchased not from Ausomstore.com:
Please refer to the return & refund policy of the platform or buying store. For more details, you can contact the seller to confirm specific terms and conditions.
*Please note: This website only accepts the true purchase from Ausomstore.com. This means if you got one product from other sales like Amazon, Aliexpress, or Geekbuying, Geekmaxi, etc. You should ask for a return from them, not from Ausomstore.com.
Return Notes:
- When applying for return, please provide valid proof of purchase, such as order number, receipt, invoice, etc.
- The returned product should be intact and packed in the original packaging in the same condition complete with all the attached accessories, manuals and complimentary items. And all the labels and logos of the returned items show no signs of tampering or alteration.
- Unauthorized return or cash on delivery without the seller’s consent will be rejected.
- After your return request is approved, please send the product back to the address provided in the email, not to the shipping address on the delivery note.
- The return policy works only for purchases direct from the Ausomstore website.
