EU Right of Withdrawal If you are based in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the last item in your order, without giving any reason. This withdrawal period is extended if it ends on a weekend or public holiday. To exercise this right, you can submit a return or cancellation request directly through your account at [your account link] or by contacting us at support@pogocycles.com.
If you cancel before your order is fulfilled, we will process your refund promptly. If your order has already been delivered, please initiate a return request and send the item back in its original, unused condition. We will issue your refund within 14 days of receiving the returned goods to your original payment method. Return shipping costs are at your expense.
Please note the following exceptions to the EU right of withdrawal — items that cannot be returned if unsealed or used: accessories and any personalised or custom-configured products.
Standard Return Policy (All Customers)
We have a 30-day refund policy, which means you have 30 days after receiving your item to request a refund.
To be eligible for a refund, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. All returns are based on the principle that the item can be resold as new.
To start a return, you must inform us of your decision to cancel the contract by an unequivocal statement such as email, post, call, or chat. You can also fill it out using the model cancellation form set out in Part , Schedule 4 of the CRA. If your return is accepted, we’ll send you a return shipping address, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Unfortunately we wont be able to pay for the return but we will be able to ship the new item free of cost
You can always contact us for any return question at support@pogocycles.com.
Damages and issues
Please inspect your order on arrival. Contact us immediately if anything is defective, damaged, or incorrect — and please do not open packaging or ride the scooter/bike if you suspect an issue, as used items cannot be accepted for return.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method minus any charges for the diminished value of the goods . Please remember it can take some time for your bank or credit card company to process and post the refund too.
Please note that the manufacturer reserves the right to a refund. If they find that product has been used , or not in the same condition as sent, they will refuse the refund
Cancellations
A nonstandard shipping fee would be charged for cancellation. If the order has been processed, as it's a non-standard delivery upwards of 30 kgs, returned shipping would be charged (depending on the weight of the goods). If you ship the item back yourself, no return shipping would be charged.
You can also submit your complaint to an online dispute resolution process operated by the European Commission here.
http://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage
Please Note: Accessories are non-returnable
