Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@e-cart.co.uk. Please note that returns will need to be sent to the following address: 80 Fildyke Rd, Meppershall, Shefford, SG17 5GL 

If your return is accepted, we’ll send you a return shipping label, 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.

You can always contact us for any return question at sales@e-cart.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

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.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@e-cart.co.uk.

If you change your mind after placing an order and your items have not yet shipped, we can possibly cancel your order. Please email us at sales@e-cart.co.uk. We will refund your payment straight away but it may take some time to enter your bank depending on which payment gateway you used. 

Our returns and refund policy lasts 14 days. If you change your mind and you no longer want your product please get in touch with us within 14 days of receiving your order. You will then have 14 days to return it to us.  If 14 days have gone by since your purchase delivery, unfortunately we can’t offer you a refund or exchange. 

Goods sold are NOT refundable if used. Returns are accepted within 14 days of purchase IF the product and packaging arrive back at Big Hit Products Ltd/eCart exactly as they were sent out, In their original packaging and unused. Refunds will be issued once an eCart technician has checked the product and packaging. We may make a deduction from the refund amount for the loss of value of any good supplied if the loss is the result of unnecessary handling by you. You will be charged a 10% restocking fee on returns and cancellations. To complete your return, we require a receipt or proof of purchase. Please contact us at sales@e-cart.co.uk and we will advise you on how to return the order to us and provide you with a returns form.

Please note that we will not pay for shipping on returns. All delivery costs (both delivery to customer and return to Big Hit Products Ltd/eCart) must be covered by you if a refund is required. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at sales@e-cart.co.uk.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@e-cart.co.uk.

Returns shipping

Once you have contacted us we will will explain how to return your product.

To return your product, you should mail your product to an address given to you. Unless for work covered by product warranty or guarantee (detailed below), you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

If you are shipping an item with a value over £70, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

The two couriers that take eCart in the UK are UPS or RoyalMail/Parcelforce (cost is around £20). Failure to do so will mean you will be liable to pay for any loss or damage.

Shipping costs for warranty or guarantee work

For warranty issues we arrange the shipping and will cover the cost to ship back to us and of posting the item back out to the customer (UK Only). However, if after inspection by our technicians the required work is not deemed to be covered under product warranty or guarantee, the customer will be invoiced for any shipping costs incurred.

Damaged & Faulty items

If you have received an item that is damaged then please email us immediately at sales@e-cart.co.uk

If your product 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 sales@e-cart.co.uk

If your product develops a fault after the initial 30 days period please get in touch and we will advise you. Please note that different brands have different warranties.

Please note that, we cannot accept eCart product returns without all original packaging and accessories, including the original box, manuals, cables, charger and all other items originally included with it. The product needs to be re sellable. We cannot accept a return if the vehicle has shown to be misused and damaged through miss-use, been customised or altered in any way.

Defect Notification

Customers are kindly requested to promptly notify us within 48 hours of receiving the product if any cosmetic defects are identified. Returns will only be accepted if the item remains unused and in its original condition. Items with cosmetic defects will only be considered for return if they have not been used. Once an item with a cosmetic defect has been used, it is not eligible for return.

Disclaimer:

It is the complete responsibility of the customer to ensure that you operate your eCart with common sense and as per instructions and local laws. The customer assumes all liability and risk associated with the use of electric scooter products and holds Big Hit Products Ltd/eCart non-liable.  Please avoid pushing eCart products to their limit for fair use.