Refund and Cancellation Policy

  1. Scooter Cancellation & Return Policy.  Your order and purchase of Scooters shall be subject to the following cancellation and return policy terms: 
    1. Electric Scooter Cosmo-S pre-order: You will be charged the fee indicated (the “Preorder Fee”) when you place your Preorder for Cosmo-S. Placing a Preorder constitutes your express agreement to be charged the Preorder Fee using your provided payment method. Your payment will be held by Veo and released for application towards the final sales price of Cosmo-S. Your payment is subject to Veo’s payment plan terms at www.shop.veoride.com/policies/subscription-policy on our website.

      You may cancel your Cosmo-S Preorder and receive a full refund of your Preorder Fee at any time before the full payment is collected by Veo by sending an email to shop@veoride.com from the email address you used to make the preorder. You will receive your refund to your original payment methods within approximately 5-10 business days. Veo may cancel your Preorder at any time and will issue a full refund of your Preorder Fee to the payment methods on file.

      1. Order Cancellations: You may cancel your order within 24 hours of submitting full payment of electric scooter Cosmo-S and the first payment of customized scooter Cosmo-X to Veo.

        After 24 hours, you may cancel your order of non-customized items or E-Scooters at any time prior to shipment of the E-Scooters subject to a service fee of $150.00 that will be retained by Veo for credit card processing fees and other service fees incurred for canceling your order.  After your E-Scooter(s) has shipped, you may no longer cancel your order.  For customized Cosmo-X orders, you will not be able to cancel your order after 24 hours of having submitted the order to Veo as the product is custom-built for you.

        All order cancellation requests should be submitted to shop@veoride.com

    2. Return of Products: Veo stands by the quality of its products and DOES NOT accept returns on used, open, or customized (made-to-order) products, including but not limited to the Cosmo-X.  All other Scooter Products must be in the following condition in order to be considered for return with the return request being submitted within 15 days of delivery to shop@veoride.com along with photographs of the unopened Product:
      1. The package must be unopened and the Product never used or ridden in any manner; and
      2. You must be able to return the Product in its original packaging with all necessary components in the original box, including but not limited to all manuals, chargers, and other components originally supplied with the Products to you by Veo. 

      You will be solely responsible for all shipping costs associated with returning the Products to Veo, and Veo may charge you a 15% restocking fee on any returned Products.  Please note that shipping can be expensive given the nature and size of the Products.  Veo will use best efforts to process your return within 5 business days, which is subject to inspecting the Products and confirming the Products qualify for return under this policy.  If the Products are not in acceptable condition as outlined above, Veo will not grant a refund and will return the Products back to you.

    3. Address Changes: All scooter orders require a signature upon delivery. For this reason, you will be unable to submit an address change with the carrier. If you need to request an address change for a scooter delivery, please contact our Customer Support team directly. Address changes to scooter orders must be approved by Veo and are subject to additional rerouting fees.
  2. Accessory, Apparel, and Replacement Part Cancellation & Return Policy. Your order and purchase of accessory, apparel, and replacement part shall be subject to the following cancellation and return policy terms: 
    1. Order cancellation: If you would like to cancel your accessory, merchandise, or part order you will need to contact our Customer Support team for further assistance within 24 hours of when your order is placed. Due to warehouse processing, we are unable to cancel orders after 24 hours. 
    2. Address Changes: We are not able to update the shipping or billing address on accessories, merchandise, or part orders once your order is confirmed. 
    3. Battery Returns: All battery purchases are FINAL sales. We do not accept returns or exchanges on batteries except for what is explicitly covered by our warranty, and only after receiving our approval for the replacement.
    4. Accessory, Apparel, and Replacement Part Returns: We accept returns on orders placed in the U.S. within 30 days from when the order is placed. Our Veo staff will inspect the return before it is processed. If your item is returned to us with dirt or debris (i.e., deodorant, excessive pet hair, signs of wear, etc.) that we can not easily clean off, your item will be returned to you and considered final sale and non-returnable. Please ensure that items are unworn, unwashed, tags intact (when applicable), and undamaged. Accessories will need to be returned in their original packaging. 
  3. Refunds: Veo can only process all refunds to the original form of payment. If your original form of payment is no longer available, please contact your banking institution for further assistance. Please allow up to 7-10 business days for your bank to credit the funds back to your account.