Warranty, Returns & Support

Returns, Parts Support, and Online Help

Returns, parts replacement support, and online help are separate policies. Eligible returns are accepted within 14 days. EcoHive provides a free return label for defective products. For non-defective returns, buyers arrange and pay for return shipping. Keep packaging intact to avoid extra repacking deductions. EcoHive provides 30-day parts replacement support for covered functional issues. After 30 days, EcoHive still provides online support for one year. Replacement parts are not free after the 30-day support window, but may be purchased when available.

Scooter Parts Support

Scooter parts support focuses on covered functional electronic problems, not normal wear or cosmetic condition. If a covered issue appears within 30 days, contact support with the order number, exact model, photos, and a short safe video of the symptom.

Open Box / Refurbished Coverage

Open box and refurbished scooters can carry different support expectations from new-in-box inventory. These products are sold with condition-based value in mind, which means cosmetic imperfections may already be reflected in the listing and price. Functional concerns should still be reported within the 30-day support window, but customers should not treat light scratches, packaging wear, or other disclosed cosmetic marks as defects.

Accessories & Parts Support

Accessories and parts have 30-day replacement support when the item is defective and used with a compatible model. For chargers, controllers, dashboards, and model-specific parts, send the exact scooter model plus photos of the label, connector, and part before a replacement decision is made.

What Is Covered

Covered concerns generally involve electronic components or other functional problems that appear during the 30-day parts support period and are consistent with a defect in the sold item rather than outside damage or misuse. Examples may include charging behavior that does not match the listing condition, electrical faults present under normal use, or a part that fails while being used as intended on the correct compatible model.

What Is Not Covered

Tires, cosmetic wear, normal wear, user damage, crash damage, water damage, and misuse are not covered. Poor return packaging, missing packaging, or avoidable damage during return shipping may also create deductions. Incorrect installation, incompatible parts selection, overloading, unsupported firmware changes, or third-party repair work may also fall outside coverage.

Returns

Eligible returns are accepted within 14 days. EcoHive provides a free return label for defective products. For non-defective returns, buyers arrange and pay for return shipping. Keep packaging intact to avoid extra repacking deductions. Refunds are processed within 5 business days after the returned item is received and inspected. Your payment provider may take additional time to post the credit. The buyer must keep the scooter or part safely packed. Missing packaging, poor repacking, or avoidable damage that creates extra work may be deducted.

Evidence Needed for a Claim

Most support reviews need the order number, exact scooter or part model, clear photos, and a short video showing the symptom when it can be recorded safely. For charging, app binding, or electronic concerns, include charger-light behavior, dashboard messages, connector photos, app screenshots, and a short video of the issue before attempting repair.

Cosmetic Condition Notes

Open box and refurbished inventory may include cosmetic wear such as scratches, scuffs, packaging damage, or signs of previous handling. These details are part of the product condition and should be reviewed on the product page before purchase. Cosmetic wear that matches the disclosed condition tier is not considered a warranty problem by itself.

Support Process / How to Contact Support

If you have a problem, contact EcoHive with your order information, scooter model, photos, and a description of the issue. Videos, charger-light behavior, dashboard messages, and connector photos are often useful when diagnosing electric scooter problems. Support may ask a few follow-up questions first to separate covered issues from compatibility, setup, battery care, or installation problems. That helps keep the response practical and avoids replacing the wrong part.

Need Help?

Contact us with your order details, scooter model, and clear photos if you need direct support.

Good context helps separate warranty, shipping, setup, and compatibility issues much faster.