Cruzaa Return and Refund Policy

For all returns you will first need to contact eSupreme via e-mail (info@esupreme.co.uk). You have 14 days to cancel your order under our 14 days change of mind return policy, which starts on the day you received the item. All items must be returned unused and in the original packaging as they were in when received by you. Please ensure all security seals and tags are still intact. If good(s) have been used or damaged then we are unable to accept any return under 14 days change of mind returns policy. 
You’ll need to provide the following details with your consignment
 1. Full Name 
2. Order number (you’ll find this on your order confirmation e-mail), 
3. The reason for the return. 
Any item(s) you have accepted is your responsibility to arrange postage back to us until it reaches our warehouse. Therefore, please ensure that you send your item back to us using a delivery service that insures you for the value of the goods. As soon as the item is back with us and has undergone inspection checks. Please note, it can take up to 14 days for a return to be processed once we have received your consignment.

Once an order has been cancelled or returned for a refund the process can take up to 28 working days. Please note we only accept returns from the person who brought the item(s). Please note if the item has been used or is damaged then we will not issue a refund, the item will be repaired under the 12 months warranty policy or replaced if deemed to have a manufacturers fault.

In the unlikely event that an item is faulty when delivered you will need to inform eSupreme Ltd via e-mail (info@esupreme.co.uk). As part of the diagnostic process prior to the items being returned to us we will request pictures and/or videos via email that will help us to determine the fault. This process must be followed in order for your reported faulty items to be dealt with. Only for the above instance, we will arrange collection of the item(s).
Please note a repair or replacement may take up to 30 working days from the original date the item(s) were received.
If you have an item that you think is faulty then please use our reset and troubleshooting section within the troubleshooting section in the user manual which can be accessed on our website.
If the problem is not resolved by the following troubleshooting guide, then please refer to the section below. Please read the User Manual that your item(s) come with for further information and guidance.

Under the Consumer Rights Act 2015 if the goods purchased are found to be damaged upon arrival, and is proven not to be the fault of the customer, we will provide either a replacement or refund. This is providing we have first examined the item to check for any faults or damages.
Only the basic delivery charge will be refunded if it has been paid originally. If you choose to cancel your order at this point, you will receive a full refund with the basic delivery cost included. Please note it can take up to 28 days for a return to be processed once we have received your consignment.

Our electronical item(s) come with a 12 months manufacturer warranty to cover any internal electronic components and covers 6 months manufacturer’s warranty for the battery. The warranty starts from the date of delivery to the customer, and is only valid in the UK.
Due to the nature of the item(s) we cannot be held responsible for the misuse of the item(s) or accessories. The warranty does not cover: damage due to misuse; theft, aesthetic damages, paint scratches, general wear and tear, damage due to attempt of repairs; or modifying the item, components or charger accessories in any way. Additionally all seals must be intact on the item. Do not attempt to fix a fault or damaged item as this will void the warranty. In the event of the above scenario we will not accept any returns.

Please contact eSupreme if you have any issues with your bike that requires the warranty service, and we will organise replacement parts for you to be shipped from Cruzaa.

If you’ve received the wrong item you must return the item in the same condition you received it in within 14 days to qualify for a replacement of the original order placed. If the item is slightly different to the description provided on our website, please refer to the ‘Product Descriptions’ section. For damaged item(s), please contact eSupreme Ltd via email on info@esupreme.co.uk within 24 hours of receiving the item. You will need to report the damage and provide pictures/videos of the damage. Please contact us first before returning any items, as any items returned without notification will be rejected. Do not attempt to fix a fault or damaged item as this will void the warranty. In the event of the above scenario we will not accept any returns.

Please accept our apologies if you have not received your item. Before contacting us please leave a reasonable amount of time to allow your delivery to arrive (up to 28 days), our estimated delivery times are shown on our couriers tracking page, this information can be obtained by emailing eSupreme Ltd on info@esupreme.co.uk. Delivery may be delayed by couriers due to busy periods such as Christmas or Easter, or adverse weather conditions. To receive a refund or a replacement product you must allow 28 days from the order date for the delivery to complete before it can be deemed to be lost, however, any claims after 30 days from the order date will be rejected.

From time to time we may run promotional or special offers. These terms apply to any offers available on www.Cruzaa.com or its related social sites such as Facebook or Twitter. We reserve the right to end or change offers at any time without any notice. These offers are also available on a first-come, first-serve basis and cannot be reserved. Anything offered “free” is subject to stock availability at the time of purchase and you are not guaranteed to receive “free” add-ons. Please check stock availability in advance before submitting your purchase.

Using any of our products, like all sports, recreational or transportation equipment carries an inherent risk of injury, damage to property or even death. You should always wear a helmet, pads and any other protective equipment to limit your risk. You should use the product within your abilities. You should familiarise yourself to stop (slide), mount, ride and dis-mount and don’t’ use the item in traffic or other dangerous locations that may increase your risk of injury or causing damage.
The safety instructions published on our website and within the user manual must be adhered to at all times. Failure to do so may increase risk of injury, damage to property or even death, in which case Cruzaa will not be liable to cover any associated costs or damages arising from the negligence of the safety instructions.
Please also note that under the 1835 Highway Act, the use of electric scoters are not permitted on public footways, pavements, cycle lanes, public parks and roads; the only legal location for use of these items is on private land.
Some our products may be subject to transportation restrictions applied by third party transportation bodies and organisations i.e. commercial airlines, freight companies, public railways, courier companies etc. Cruzaa will not be liable for any damages whether related to financial loss, property, injury or loss of life that arises from the failure to comply with the terms and regulations set out by third-party organisations.

In no event shall Cruzaa be liable for any direct, indirect, punitive, incidental, special consequential damages, to property, injury or loss of life, whatsoever arising out of or connected with the misuse of its products.