Refund Policy

Purchased but Not Shipped (Cancellation):

No processing fee for orders canceled before shipping.
Please contact support@varlascooter.com to continue this process.

  

The Scooter has Been Delivered (Unused):

• No returns are possible after 15 days of receiving the product.
• To be eligible for a return, the scooter must be unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it.
• Customers are responsible for return shipping costs.($200 for scooters,  $50 for Wheels, motors, batteries and $15 for all other products)
• You will be charged up to a 10% restocking fee. (withheld from refund)
  Please contact customer@varlascooter.com to continue this process.

Exchange

To be eligible for a replacement, the electric scooter should be unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it.

• Please contact us at support@varlascooter.com before starting an exchange process.
• Customers are responsible for the return shipping cost $200.
• You will be charged a 10% restocking fee (withheld from the refund).

For non-quality issues, no replacements are possible after 15 days of receiving the product.

Used Items

We do not offer returns on used items except in EXTREME cases of breakage/malfunction.

Before a return is sent, the customer must have written approval of said return from VARLA. If a customer sends a return without the written consent of VARLA, a refund will not be issued and the customer will have to pay for shipping to get the item returned, or sacrifice the item.

If your approved return passes our inspection, you may receive an exchange, store credits, or a refund.

If we pass your return request, we will provide the shipping label.

Please notify us as soon as possible after you send your return by emailing customer@varlascooter.com and provide a tracking number. Once we received the item, we will either replace the item or give you a refund. This will be issued within 3 days. (If you use a debit/credit card for the transaction, the refund is expected to process within 14 working days.)

If non-returnable items are returned without authorization from our Customer Service Team, they will be returned to the customer immediately and the customer will be notified. Restocking fees may apply to unauthorized returns.

NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:

• All accessories
• Special orders
• Used items except in EXTREME cases of breakage/malfunction

Late Or Missing Refunds

If you haven’t received a refund after 3 days of approval, please check your Paypal/Klarna account again as it may take some time before your refund is officially posted. If you use a debit/credit card for the transaction, the refund is expected to process within 14 working days. 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, please contact us at email.

 

Shipping Damage Claims

In rare instances, the item received may be damaged during transportation. If shipping damage occurs, please contact the email and provide us with photo or video proof.

NOTICE: we will not accept Shipping Damage Claims later than 7 days from receipt of products.

 

Other After-Sales Solutions

• For Quality Issues Outside of the Return Policy:
  If the quality issue is not covered under the above-mentioned return policy, repairs or replacements will be the primary solutions. Returns are generally not accepted. If the customer insists on returning the product, a 50% return fee of the original order amount and return shipping costs will be applied.

• Non-Customer-Caused Issues (Excluding Quality Problems):
  Non-quality-related issues (e.g., shipping delays or incorrect shipments) are generally not eligible for returns. However, appropriate compensation may be offered to the customer.

• For Customers Willing to Resolve Quality Issues Independently:
  Customers who choose to handle the quality issue themselves may be eligible for compensation.

• Single Product Compensation Options:

  • Accessories valued between $100 and $200.
  • Discounts of up to $100.
  • For compensation exceeding the above amounts or cases with special customer requests, customer service staff must obtain authorization from their supervisor.

Return Shipping Costs:

• Customers are responsible for return shipping. These costs are non-refundable.

Original Packaging Required
All returns must include original packaging, be free of wear, dirt, and damage, and include all items (battery, charger, keys, etc.).

• Customers should retain the original packaging.
• If new packaging is required for a return, the customer will be responsible for packaging material fees and return shipping costs: $200 for scooter packaging.

 

 

FAQ About Returns

Q: My item is no longer new and unused, and I believe it has failed due to a defect.

A: Please contact a member of our customer service team for help: customer@varlascooter.com. Or submit your request here.

 

Q: How long will it take to receive a refund?

A: We strive to process all returns the same or next business day following receipt at our location. Most debit or credit cards, as well as PayPal accounts, will show our refund to you within 3-14 working days (or on your next paper statement).

Q: How will I know when you’ve received my return?

A: Varla will notify you at the email address on file when we process your return.

 

Q: Does the Varlascooter.com return policy apply to purchases made at Varla scooter dealers? (i.e. independent local scooter/bike shops)

A: Each of our partner scooter/bike shops sets their own return and exchange policies and procedures. Varla does not accept returns of items purchased from bike/scooters shops. Please contact the place of purchase to discuss their return policy.