Returns
If you have returned an item to us please allow up to 5 working days from the delivery date shown on your returns tracking link for your item to be assessed by the engineers in our workshop.
If you have not received an update on your return after 5 working days, please email: Service@moevsagency.comwith your order number (beginning PS) in the subject line.
We're sorry to hear you have a fault with your item and want to help you resolve the issue as quickly as possible.
Please email us at service@moevsagency.com including your order number (beginning PS), the product / model purchased and relevant details of the fault such as:
- A brief description of the fault.
- What part of the E-Step is affected.
- Error codes located on the E-Step display screen or app if applicable.
- Any photos that clearly demonstrate the issue (this will help us solve the issue faster). Please find following a link to a pdf with example photos of what we need Photos required for returns.
We’ll be in contact and work with you to resolve this problem as soon as possible.
Refunds can take up to 5 working days to be processed once received back at our workshop.
Once it’s been processed, it can take up to a further 5 working days for the money to appear in your account.
Please note that all refunds go back to the same payment method that was used for purchase.
If the money does not appear in your account within 5 working days, please contact your bank to confirm if they have a record of the transaction, they should then be able to confirm when you can expect the money to appear.
Returns Policy Overview
Before initiating a return, please ensure you have fully reviewed our returns policy to confirm your eligibility for a refund and to make the process as smooth as possible.
Returning an E-step
To return your e-step, please follow these steps:
- Notify Us: You must inform us of your intent to return the product within 30 days of receiving it.
- Packaging: Ensure the e-step is properly packaged in its original box, including all parts (charger, manual, accessories, etc.).
- Condition: The product must be in "as new" and clean condition, with no scratches, blemishes, or signs of excessive wear and tear.
Important Note: If your e-step is not packed correctly and sustains damage during transit, we may be unable to accept your return. To assist you, we've created a step-by-step video on how to re-box your e-step, which you can find here.
Ready to Return Your Item?
Please email us with the answers to the following questions at service@moevsagency.com:
- Was your scooter purchased directly through Pureelectric.com?
............................................................................................. - What is your Pure Electric order number (#PS)?
............................................................................................. - What product was purchased?
............................................................................................. - Why do you want to return the product?
............................................................................................. - Please provide more information about your reasons for return or exchange
............................................................................................. - First Name:
............................................................................................. - Last Name:
............................................................................................. - Email Address:
............................................................................................. - Phone Number:
............................................................................................. - Your Address:
.............................................................................................
Please ensure all fields are completed to avoid any delays in processing your return request.
After completing all fields, please send the product to the following address:
Hallenweg 10, 5615 PP Eindhoven, The Netherlands
After We Receive Your E-step
Once we receive your e-step, our technicians will inspect it according to the guidelines above. This process may take up to 5 working days.
Returns Policy Overview
Before initiating a return, please ensure you have fully reviewed our returns policy to confirm your eligibility for a refund and to make the process as smooth as possible.
Returning Accessories
To return your accessory, please follow these steps:
- Notify Us: You must inform us of your intent to return the product within 30 days of receiving it.
- Packaging: Ensure the accessory is properly packaged in its original box, including all parts (such as cables, manuals, accessories, etc.).
- Condition: The product must be in "as new" and clean condition, with no scratches, blemishes, or signs of excessive wear and tear.
Important Note: If your accessory is not packed correctly and sustains damage during transit, we may be unable to accept your return.
Ready to Return Your Item?
Please email us with the answers to the following questions at service@moevsagency.com:
- Was your scooter purchased directly through Pureelectric.com?
............................................................................................. - What is your Pure Electric order number (#PS)?
............................................................................................. - What product was purchased?
............................................................................................. - Why do you want to return the product?
............................................................................................. - Please provide more information about your reasons for return or exchange
............................................................................................. - First Name:
............................................................................................. - Last Name:
............................................................................................. - Email Address:
............................................................................................. - Phone Number:
............................................................................................. - Your Address:
.............................................................................................
Please ensure all fields are completed to avoid any delays in processing your return request.
After completing all fields, please send the product to the following address:
Hallenweg 10, 5615 PP Eindhoven, The Netherlands
After We Receive Your Accessory
Once we receive your accessory, our technicians will inspect it according to the guidelines above. This process may take up to 5 working days.