Let’s get it sorted.

For a return or warranty enquiry, email info@ultrascooter.co.za or call 082 224 3940. You can also complete our online returns form.

1. Tell us what happened. Include your order number or proof of purchase, scooter model, serial number if available, and a description of the issue. Photos or a short video can help.
2. We’ll discuss the next step. We may suggest basic checks or arrange an assessment. We’ll explain the return address, transport arrangements and any applicable costs.
3. We’ll work through the outcome. Depending on the issue and the rights that apply, this may involve a repair, replacement or refund.

Please contact us before sending goods so we can direct them correctly. This process does not limit your statutory rights.

Your warranty, explained.

12 months included with new scooters

Every new Ultra Scooter includes a standard 12-month manufacturing warranty, starting when you receive or collect your scooter. It covers manufacturing defects in the scooter’s components, including the battery and charger, and the repair labour needed for covered defects. Tyres are excluded from this commercial warranty. Normal wear, misuse and user-caused damage are not manufacturing defects.

Add another 12 months for R1,000

The extension is available for new scooters only and must be purchased together with your scooter. It cannot be added later. It begins when the standard 12-month period ends, giving you 24 months of warranty cover in total. The extension has the same scope, conditions and exclusions as the standard warranty.

Pre-owned scooters

Pre-owned scooters include a six-month manufacturing warranty from delivery or collection. It covers manufacturing defects in the scooter’s components, including the battery and charger, and the repair labour needed for covered defects. Tyres are excluded from this commercial warranty. No paid warranty extension is available for pre-owned scooters. Any specific condition or known defect disclosed and expressly agreed at the time of sale will be recorded separately. Your statutory rights remain unaffected.

Wear and damage

Tyres are excluded from our standard and extended commercial warranties; this does not remove statutory rights relating to defective tyres. Ordinary wear, including normal battery-capacity loss through age and use, is different from a manufacturing defect. Damage caused by misuse or an accident is not a manufacturing defect. We assess the cause of a reported problem rather than assuming every worn or damaged component is excluded.

Keep your proof of purchase and, if applicable, the record of your paid extension. Follow the operating, charging and maintenance instructions supplied with your scooter.

Faulty or damaged goods.

Damage noticed on delivery

Check your order when it arrives and report visible damage or missing items as soon as reasonably possible. Keep photographs of the item, packaging and delivery label where possible. A request to report damage promptly does not impose a three-day cutoff on your statutory rights.

A fault develops after delivery

Contact us with the details so we can arrange an appropriate assessment. Stop using the scooter if the fault could make riding or charging unsafe. Do not attempt an electrical or battery repair yourself.

Where section 56 of the Consumer Protection Act applies, goods that fail the required quality standards within six months of delivery may be returned without penalty, at the supplier’s risk and expense. The consumer may choose repair, replacement or refund, subject to the Act.

Our voluntary change-of-mind conditions below do not apply to a qualifying defective-goods claim. Such a claim is not automatically rejected because the scooter has been used or the original packaging is unavailable.

Changed your mind?

Our voluntary 15-day return policy

For South African orders, notify us within 15 days of receiving a non-faulty item if you wish to return it. Under this voluntary policy, the item must be unused and in as-new condition, with its supplied accessories and packaging. Provide your order number or other proof of purchase.

For a return under this voluntary policy, you are responsible for the direct cost of sending the unused item back to us. We’ll confirm the return-courier cost before the return is arranged. This does not limit any statutory cancellation right.

Online cooling-off rights

Where section 44 of the Electronic Communications and Transactions Act applies, you may cancel an online goods purchase without giving a reason within seven days after receiving the goods. Statutory exceptions apply. Only the direct cost of returning the goods may be charged, and payment must be refunded within 30 days of cancellation.

The conditions of our voluntary 15-day policy do not replace or reduce an applicable statutory cancellation right.

Transport and repairs.

Workshop drop-off and collection

You can bring your scooter to our Johannesburg workshop or, by prior arrangement with us, an Ultra Scooter-approved repair affiliate. Parts and labour for covered manufacturing defects are included. For a walk-in repair, the normal arrangement is that you drop off your scooter and collect it when the repair is complete; home delivery is not automatically included.

When a courier is needed

Contact us before booking a courier so we can confirm the appropriate repair location, packaging and transport arrangements. For covered repairs under our additional manufacturing warranty, you pay to send the scooter to the agreed repair location, and Ultra Scooter pays the standard return-courier cost after the covered repair. If our assessment finds that the problem was caused by water ingress from use contrary to the operating instructions, impact damage such as bent forks, an accident or other misuse, and the claim is not covered by law or warranty, we will share the findings and a quote. Before arranging collection or chargeable work, we will explain any reasonable collection, assessment, repair and return-courier costs that may apply. We will ask for your agreement before arranging a chargeable collection and your approval before starting repair work. We will only charge costs that you agreed to in advance and that the law allows. If you decline a repair quote, the agreed return-courier cost may still apply.

Statutory defective-goods claims

Where the Consumer Protection Act requires the supplier to bear the risk and expense of a defective-goods return, we will meet those obligations. This applies whether you purchased online or in store, and takes priority over the courier split above. Contact us to arrange the appropriate return or assessment.

Where a suitable replacement part can be fitted safely, we may offer that option with instructions. Self-fitting is optional; you do not have to carry out a repair yourself to receive applicable warranty support.

Refunds.

We’ll confirm receipt of a return and communicate the assessment and outcome. Where a refund is due, it will normally be made to the original payment method.

For returns under our voluntary policy, refunds are processed within 10 business days of approval. Any shorter legal deadline takes priority. For a qualifying online cooling-off cancellation, the statutory 30-day period runs from cancellation, not from our approval. Your bank or payment provider may take additional time to display a processed refund.

International orders.

Our voluntary change-of-mind return offer applies to South African orders. For international orders, contact us promptly about an incorrect, damaged or faulty item so we can explain the available support and arrangements for your location.

Any repair partner, shipping cost or other arrangement will be confirmed for your claim. These terms do not exclude mandatory rights that apply to your purchase.

Your consumer rights.

Nothing in this policy excludes rights or remedies that cannot lawfully be excluded. Where a term conflicts with applicable consumer law, the law takes priority.

If you are unhappy with how a claim has been handled, email us with the order details and the outcome you are seeking so we can review the matter. You may also use the consumer dispute-resolution channels available under applicable law.