Return an item
VIPPA Electric Scooter Brisbane is 100% committed to customer satisfaction, so we created our 30 day returns policy to help you! You're welcome to return any damaged or faulty unused merchandise in its original condition within 30 days from purchase for an exchange, credit or a refund (shipping cost excluded).
Customers MUST contact the VIPPA Customer Support Team before returning any items to our Brisbane warehouse. Video evidence will be required to show the fault on the unused item.
Send video evidence to support@vippa.com.au
Our products are 100% Quality Control (QC) checked and tested before shipping to the client. However in an unlikely event that a scooter is damaged on arrival, without being used by the customer, the customer will need to send the scooter back to our Brisbane electric scooter warehouse for testing at the cost of the customer. If the scooter is deemed faulty we will refund you or fix scooter free of charge. The customer can choose, should the scooter be fixed, the customer will pay return shipping (please refer to our limited warranty regarding part replacements and warranty duration).
VIPPA electric scooter Brisbane is happy to assure you that your exchange, credit or refund will be granted after the item has been checked to confirm it is indeed faulty through no fault of the customer and 100% unused.
*Our 30 day returns policy is only valid on items that meet the return requirements:
• the item is damaged, unused and in the original packaging
• if the original packaging is undamaged and unmarked
• if the item is faulty on arrival to the customer
• if the product is 100% unused by the customer
ANY used products DO NOT meet the requirements of the 30 day returns policy!
If the packaging is damaged in any way, a replacement packaging fee of 20% will be charged to the customer on inspection of the item.
If you have multiple orders to return, please complete and pack each return separately. Consolidating your orders will result in your returns not being processed.
Handling fees on returned products for change of mind will apply at 10% of product cost. 90% of product value will be refunded due to change of mind.
Refunds on orders due to change of mind before the product is shipped are permitted, but the customer will absorb the processing fees and payment gateway fees. VIPPA will not suffer the loss of processing fees and payment gateway fees due to a change of mind or false orders.
A full store credit option is available for change of mind orders.
NOTE: No refunds will be permitted after the 30 day free returns period has ended. After the 30 day period, the product as deemed as used and no longer fit for re-sale. VIPPA only sells new products, so any product purchased for longer than 30 days will not be classified under the VIPPA Limited Warranty Cover. Refer to our Limited Warranty page for further information and procedures for products under warranty.
Returning an item to our online warehouse
For all returns, repairs and servicing requests, VIPPA products are to be delivered to the VIPPA Brisbane electric scooter warehouse.
Interstate customers will be required to pay return delivery of scooter for any repairs and serving required (including issues under warranty). VIPPA electric scooters Brisbane is not responsible for delivery costs for any products returned for repairs or servicing. Please consider this before purchasing interstate.
Returning overseas orders
You will be required to pay the entire freight costs for the item to be returned to our Brisbane electric scooter warehouse. Any parcel returned should be fully trackable and insured, as we accept no responsibility for lost or stolen packages on returned items.
Once we receive the returned item and are satisfied it meets the return requirements, a refund or credit note for the full value of the goods will be issued within 48hrs. Please note: depending on your financial institution, the refunded money may take up to 5 working days to become available in your account. The refund is issued back to the same method of payment on which your original order was placed.
If the scooter condition doesn't meet returns policy requirements, video evidence will be sent to the customer on inspection. The return will be denied and the customer will be required to pay return delivery costs to their location.
What happens next?
Send your order number to: support@vippa.com.au
Our support team will send you a returns form to be completed and shipped with the returned product. Your refund or replacement product will be processed after receiving and testing your returned product and confirming that the item is faulty. If it is found that the item is in fine working order the customer will pay for the item to be shipped back to them.