Request a return or report an order problem
Contact [email protected], call (703) 652-0718, or use our Contact form. Include your order number and part number. Provide the photos required below for the type of claim.
Request an RMA before shipping a return and follow the destination instructions supplied for that authorization. Ordinary return shipping is the buyer's responsibility; see the separate Not-as-Described Items section below for the return-label and refund provisions for those claims.
🔧 ScootsUSA Return & Replacement Policy
🛍️ Merchandise Return Guidelines
- All items must be returned in new, resellable condition, including the original product packaging.
- Do not mark, tape, or label the product packaging directly. Items with damaged or altered packaging will not be accepted.
- Returns must include a valid RMA number clearly written on the outside of the box.
- Buyer is responsible for return shipping costs.
- If you need a replacement part immediately, we will charge for the new item and issue a credit once the original is received and approved.
Restocking fee
For eligible ordinary returns, a restocking fee of 20% of the returned product price applies. The full-refund provisions for not-as-described items below still apply.
📸 Photo Requirement
To process any return, replacement, or damage claim, clear photos of the item and packaging are required. This includes:
- Damage from shipping
- Manufacturer defects
- Installation-related damage
- Packaging condition
For “not as described” claims, you must provide:
- A photo of the item received
- A photo of the packing slip included in the shipment
Photos help us verify the issue and expedite resolution.
⏳ Return Timeframes
- No returns will be accepted more than 30 days from the original invoice date.
- Once an RMA is issued, it must be returned within 14 days or it will expire.
⚠️ Damage & Defect Policy
- If your item arrives with shipping damage or manufacturer defects, contact us immediately with photos. We’ll guide you through the claim or replacement process.
- Items that are scratched, scuffed, altered, or otherwise not presentable for resale as new are not eligible for refund or replacement.
- ScootsUSA reserves the right to deny returns for items damaged during installation or damaged in return shipping.
- If a replacement is issued and also damaged during installation, repeat replacements may be denied.
🚫 Non-Returnable Items
The following items are not eligible for return:
- High-Performance Parts
- Electrical Items (Battery Chargers, Controllers, CDIs, Regulators, etc.)
- Items purchased through any marketplace other than ScootsUSA.com
- Tools, Engines, Special Orders
- Manuals, Books, Oils/Chemicals (consumables)
- Any Used or Previously Installed Parts
✅ Not-as-Described Items
If you receive an item that is not as described or missing an integral part listed in the product description:
- We will either exchange it for one that meets your needs or issue a full refund including shipping.
- A return label will be provided upon request, provided all other return guidelines are followed.
- Photos of the item received and the packing slip are required to process this type of claim.
📦 Return Address
ScootsUSA / Scooterworks
2700 West Grand Avenue
Returns Dept. RMA [issued RMA number]
Chicago, Illinois 60612
Write the RMA number issued by customer service on the outside of your return package.