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.

General

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

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

Payment

Pure Scooters accept a wide range of payment methods

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

  • 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.

Delivery

There's nothing quite as exciting as receiving a brand new electric scooter straight to your front door. For all the details around how and where we deliver, view our Delivery FAQ's below.

  • We currently deliver to Belgium. However we have multiple websites across Europe. We deliver to France on https://www.pureelectric.fr. We delivery to Spain on https://www.pureelectric.es And we also deliver to the UK on https://www.pureelectric.com

  • 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.

Returns

  • 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.

  • 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.

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

  • 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.

Warranty

All of our scooters are covered by a European warranty.

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

  • 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.

  • 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.

  • 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.

  • 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.

Price Match / Discounts

We'll always list our current promotions and voucher codes here for you. Not only do we want you to be able to shop the best e-scooters on the market, we want you to be able to get them for a great price.

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

Repairs

Sometimes your scooter may need some maintenance and repairs. Luckily we're here with some useful information to help you.

  • No we don't repair electric scooters.

  • 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

Charging

The time it takes to charge an electric scooter will vary across the range of makes and models. Please see product pages for more information. As a benchmark, the Xiaomi M365 scooter is fully charged in five and a half hours.