Refund policy

Thank you for shopping at JoyorPrime. We want to ensure your experience is as smooth as your ride. If you are not entirely satisfied with your purchase, we are here to help.

1. Order Cancellation

Before shipment: We accept order cancellations before the product is dispatched. If the order is cancelled in time, you will receive a full refund.

After shipment: Once the product has been shipped, we cannot cancel the order. Please follow the return process after you receive the package.

2. Returns (Right of Withdrawal)

For eligible electric scooters, you may apply for a return within 14 days of receiving your order, subject to the conditions below.

Eligibility conditions:

• The item must be unused, free from dirt or wear, and in the same condition that you received it.
• It must be in the original packaging.
• A receipt or proof of purchase is required.

Exclusions (non-returnable items):

• Accessories & spare parts: Returns and refunds are not accepted unless the item arrives damaged, has a confirmed quality issue, or the individual product page clearly states otherwise.
• Personalized items: Custom-ordered products are not eligible for the 14-day refund.

3. Return Shipping Fees

Quality issues or wrong item received: JoyorPrime will be responsible for the return. We offer a replacement or full refund. Note: photo or video evidence is required for verification.

Customer reasons (e.g. "ordered wrong model", "changed mind"): For eligible scooter returns, the customer is responsible for return shipping fees. The specific cost will depend on the carrier you choose. The refund will be processed after the scooter is returned and inspected.

Restocking fee: We do not charge a restocking fee for eligible returns.

4. Special Cases (Shipping Delays & Damage)

Delivery delays: If your order is delayed for more than 20 days beyond the estimated delivery time, you are eligible for a reshipment or a full refund.

Estimated shipping reference:

Scooters (EU warehouses): 2–5 business days

Accessories: 6–15 business days (standard) / 3–5 business days (select EU stock)

 

5. Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection via email.

Approved refunds: A credit will automatically be applied to your original method of payment within 5–10 business days.

Late or missing refunds: If you haven't received a refund yet, please:

1. Check your bank account / credit card statement again.
2. Contact your bank or card issuer (processing times vary).
3. If you still have not received it, contact us at support@joyorprime.com.

 

6. How to Start a Return

Do not send the package back to the address on the shipping label.

To initiate a return, please contact us at support@joyorprime.com. Our team will provide you with the correct local return address (Germany, Poland, etc.) and further instructions. Packages returned without prior authorization may be rejected or delayed in processing.