Customer helpline: +32 78 250 572
Please adhere to all local regulations when using e-scooters – NEWS The max speed for e-scooters has increased to 25 km/h.

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Due to COVID-19 customer delivery dates might be impacted

Frequently Asked Questions

Here’s the oracle from our team of electric scooter experts. At Pure Scooters we are passionate about providing dedicated customer support, so you get total peace of mind with every scooter.

How fast can I ride my e-scooter?

NEWS on May 31st 2019 the max speed for e-scooters increased from 18 to 25 km/h. 

Do I need to wear a helmet ?

There is no legal obligation, but we as well as the producer strongly recommend to wear a helmet for your own safety.  

What payment methods do you accept?

We accept, Visa, Mastercard, American Express, PayPal and Bancontact.

I have been scammed before, are you legit?

Rest assured, we are a real, trusted EU business. If you order an electric scooter from us before 2pm you will have it delivered the next day (excluding Sunday).  All our stock is held in the EU and ready to go as soon as you place an order.

We are also on hand to answer any of your queries via [email protected] If you have any further questions please do not hesitate to contact us.

For your information, our registered business details are: Pure E-Mobility GmbH company number HRB210688 B.

Where do and don’t you deliver?

We currently deliver to Belgium. 

How long does it take to deliver?

If you order before 2pm, Monday to Friday, your order will be dispatched the same day and you will receive it the next working day. Orders placed on Saturday or Sunday will be dispatched Monday, delivered to you on Tuesday. 

Can I cancel my order?

If you change your mind after placing an order and your goods have not yet shipped, you may be able to cancel your order. Please email us immediately at [email protected], quoting your order number and stating your wish to cancel your order.

My Electric scooter is faulty/damaged

If you have received an item that is damaged, is not what you ordered, or is missing parts, then please email us immediately at [email protected]Include photographs of the issue before returning any goods so we can discuss the best action to take.


Faulty electric scooter - within 30-days of receiving

If your electric scooter develops a manufacturing fault through normal use (as outlined in the manufacturer’s manual) within 30-days of receiving the goods, then please email us at [email protected], quoting your order number, attaching a photo of the electric scooter and the fault details. You can let us know whether you want a refund, repair or replacement. We will arrange collection and cover the costs for collecting, repairing and returning the electric scooter to you.

Faulty electric scooter - after 30-days of receiving
If your scooter develops a fault after the initial 30 days period you will need to contact the manufacturer and make a warranty claim. Please note the warranty period will vary by scooter.

If you cannot find warranty information please get in touch and we will point you in the right direction.

Please note that, we cannot accept electric scooter returns:

without all original packaging and accessories, including the retail box, manuals, cables, charger and all other items originally included with it (we can provide a new box at a cost of €25). If the electric scooter has been damaged through miss-use or shows signs of being tampered, customised, or altered in any way in any condition that we deem renders the item unsaleable.

I have changed my mind

Please refer to our returns page for our returns policy and further information - www.purescooters.be/pages/returns 

How long will my refund payment take?

We will refund you to your original payment method (i.e, card, Paypal account etc) within 14 days of receipt at our Returns Centre. Please be aware this can take up to 5 additional days depending on your bank.

What is the warranty?

Pure Scooters only sells official electric scooters that are covered by the manufacturers warranty.

When is a warranty repair not possible?

If the scooter has been modified including changes to the firmware. For example, if you have carried out work on the scooter without the permission of the brand and or unofficial parts have been used, this can invalidate the warranty.

What does the warranty cover?

All parts of the scooter including the electronics and battery if the defect is technical related. The warranty doesn’t cover external damage such as broken parts and punctures. 

Why is my Xiaomi M365 going slow?

The M365 electric scooter has 2 ride modes – Eco and Normal. If you are experiencing lower than normal performance, check which mode your scooter is in. When your e scooter is on, fully charged and in normal mode you should see 4 white lights. If the bottom light is green you are in Eco mode. Double tap the power button to switch into normal. 

Why does my Xiaomi M365 scooter have a sticky throttle?

If your throttle is sticky, try pulling the right handlebar grip slightly away from the throttle. It's easiest to do this by twisting the grip as you do it. 

Do you price match?

Yes we do. We price match against other Belgium online electric scooter stores who are selling Belgium stock with an equivalent warranty. 

Do you repair electric scooters?

No we don't repair electric scooters. 

What if I get a puncture, do you sell spares?

For electric scooters that have air filled tyres we recommend using Weldtite inner tube sealant. This is because changing small scooter tyres can be difficult. Weldtite works by automatically sealing the tyre so that when a puncture occurs; you will never know you got a puncture. 

https://www.youtube.com/watch?v=y64AerWcsYo

pure air pro electric scooter

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Free Next Working Day Delivery

When ordered before 1pm

**As a result of the Coronavirus we cannot guarantee next working day delivery**
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