FAQ
About Scooter
The water-proof level of the existing YUME electric scooter is IP54. You can ride on the moist roadway however we don't suggest you use it on rainy days or in standing water puddles.
Our charges are rated 110V - 240V so they work everywhere. We make an effort to ship every scooter with the correct plug for the country it gets delivered to.
Electric scooters are relatively new and regulations differ widely. Our customers are responsible for ensuring a legal operation in line with local rules and regulations. Electric scooters are the future and we believe that with the continued rise of scooter sharing companies and the accompanying rise in popularity of electric scooters, more and more cities will pass favorable regulations. We collected some more information in our blog.
ONLY YOU ARE RESPON
It is not recommended to go beyond the maximum tons as it will negatively impact the driving efficiency. It would impact the efficiency by putting even more strain on the suspension as well as electric motor, reducing full throttle as well as total range, and enhancing the opportunities of upkeep problems with the scooter.
It is not legal in the EU for an E-Scooter driver to ride with a passenger. YUME does not recommend that more than one person ride per E-Scooter.
CANCELLATION OR RETURN
If an order cancellation or return is required, please note that the following fees are applicable as per the shipping schedule below :
CANCELLATION OR RETURNFEESNot shippedCANCELLATION3% Payment Processing FeeShipped but not arrivedCANCELLATION3% Payment Processing Fee + Return Shipping FeeArrivedRETURN3% Payment Processing Fee +Restocking fee +Return Shipping Fee
The 3% Payment Processing Fee is a charge incurred each time we accept a credit card payment. Our payment gateway, imposes this fee on all Shopify merchants using Shopify’s payment systems. YUME covers this non-refundable fee on behalf of the customer when an order is placed, meaning customers are not charged this fee during purchases. However, if an order is canceled, the 3% fee is deducted from the total refund amount, as it is non-refundable.
Please Click Here for Detailed Return Policy
Warranty
THE YUME SCOOTER LIMITED 12-MONTH WARRANTY
The warranty would be registered automatically when date the customer receives the scooter, During our warranty period, if you experience any problems with the construction or mechanical features of your e-scooter, please contact support@yumescooter.com to start the warranty claim process. Our team will work with you to determine the proper solution to the issue and the best way to come to a proper fix.
CANCELLATION OR RETURN
If an order cancellation or return is required, please note that the following fees are applicable as per the shipping schedule below :
CANCELLATION OR RETURNFEES
Not shipped(CANCELLATION): 3% Payment Processing Fee
Shipped but not arrived(CANCELLATION): 3% Payment Processing Fee + Return Shipping Fee
Arrived(RETURN): 3% Payment Processing Fee +Restocking fee +Return Shipping Fee
The 3% Payment Processing Fee is a charge incurred each time we accept a credit card payment. Our payment gateway, imposes this fee on all Shopify merchants using Shopify’s payment systems. YUME covers this non-refundable fee on behalf of the customer when an order is placed, meaning customers are not charged this fee during purchases. However, if an order is canceled, the 3% fee is deducted from the total refund amount, as it is non-refundable.
Please Click Here for Detailed Return Policy
WARRANTY INFO
THE YUME SCOOTER LIMITED 12-MONTH WARRANTY
The warranty would be registered automatically when date the customer receives the scooter, During our warranty period, if you experience any problems with the construction or mechanical features of your e-scooter, please contact support@yumescooter.com to start the warranty claim process. Our team will work with you to determine the proper solution to the issue and the best way to come to a proper fix.
If your e-scooter experiences any damages due to part quality issues, YUME will send the proper replacement part for repair along with the guide to safely replace the part in question.
NOT INCLUDED UNDER WARRANTY
-Damage to the e-scooter caused by collision
-Damage to the e-scooter caused by improper riding, overloading, or being placed in unsafe environments
-Battery damage due to immersion in water, heavy rain, etc.
-Dormant battery damage from lack of care and maintenance when not riding.
-Damage to the e-scooter caused by unauthorized modification of the vehicle and unauthorized alteration of the internal wiring of the e-scooter.
-Transferred by others or purchased on other platforms.
YUME SCOOTER WARRANTY DETAILS
All YUME Scooters are covered under this all-inclusive warranty for the original owner against all manufacturing defects.
NOTICE: Modified scooters and batteries will not be covered by the 12-month warranty.
CLAIMS PROCEDURE:
YUME will replace any and all component that is deemed to be defective or damaged (including damage incurred during shipment) excluding user error.
1. LIMITED WARRANTY CLAIMS
*The warranty period starts from the date the customer receives the scooter and ends when it expires (Warranty qualification is not transferable).
Please contact YUME： support@yumescooter.com or via live chat on the website.
Please provide the order number and proof of purchase as after-sales information.
Photos or videos of the damaged product is required a reference for diagnosis.
NOTICE:
-YUME will not replace any part without first seeing photos or video of the damaged product.
-Damage to the e-scooter caused by collision not included warranty.
2. SHIPPING DAMAGE CLAIMS
In rare instances, the item received may be damaged during transportation. If shipping damage occurs, please email us and provide us with a photo or video proof.
NOTICE: we will not accept Shipping Damage Claims later than 7 days from receipt of products.
3.COST
Any required parts, including parts shipping, are free of charge, in case you can repair this at home. YUME is also developing a network of service centers within the EU. Labor at our service center is free of charge. If you ship the scooter to our repair center, you will need to pay for shipping.
WARRANTY INFO
THE YUME SCOOTER LIMITED 12-MONTH WARRANTY
The warranty would be registered automatically when date the customer receives the scooter, During our warranty period, if you experience any problems with the construction or mechanical features of your e-scooter, please contact support@yumescooter.com to start the warranty claim process. Our team will work with you to determine the proper solution to the issue and the best way to come to a proper fix.
If your e-scooter experiences any damages due to part quality issues, YUME will send the proper replacement part for repair along with the guide to safely replace the part in question.
NOT INCLUDED UNDER WARRANTY
-Damage to the e-scooter caused by collision
-Damage to the e-scooter caused by improper riding, overloading, or being placed in unsafe environments
-Battery damage due to immersion in water, heavy rain, etc.
-Dormant battery damage from lack of care and maintenance when not riding.
-Damage to the e-scooter caused by unauthorized modification of the vehicle and unauthorized alteration of the internal wiring of the e-scooter.
-Transferred by others or purchased on other platforms.
In order to confirm the defect of the scooter and solve the problem quickly, you need to send a video showing the defect to our online chat or the YUME support email (support@yumescooter.com). Then, our sales team will review it and contact you to confirm the situation within one working day. After confirming the defect, we will send you the replacement parts and written/video instructions or face-to-face online guidance on how to repair or replace the component.
If you do not have the time or convenience to repair it yourself, you can use one of our repair centers (labor is free). However, you will be responsible for shipping costs, taxes and obtaining the scooter box if it is still not owned. You can also take the scooter to the service center yourself if need be. Please contact us to determine your nearest service center.
The repair service must first receive a video or image showing the alleged defect. In the case of failing this procedure, YUME will not be able to continue to provide you with the limited warranty services.
Please note that any form of harassment or assault of YUME employees or YUME certified technicians is not permitted and may result in the void of your warranty.
*The above settlement is YUME's sole and exclusive remedy for any limited warranty claim made by the customer. YUME will not be liable for any damage or loss caused directly or indirectly in the process.
Flat tires and punctures are not wholly covered under our warranty as it can be hard to anticipate or guarantee any kind of lifespan or protection. However, you are covered and can still get replacement parts under our YUME Protection Prepare For just the expense of shipping the products.
Sorry, crashes or accidents are not covered by the warranty policy. The warranty only covers defects in manufacturing, not damage from crashes.
The warranty application must be made during the warranty period.If the defect is not reported within this period, the components will not be covered by warranty,But replacement parts can still be purchased at cost.
YUME warranty only applies to scooters purchased from this site. If you purchase a scooter from a dealer, please contact the dealer.
The warranty expires when YUME scooter is resold or transferred to someone else. The warranty qualification is not transferable and is reserved for the buyer (the recipient of the order) only.
Shipping & Orders
You'll probably find your answer on our FAQs page. If not, please contact us by Tidio online chat or by e-mail at support@yumescooter.com and we'll do our best to answer all of your questions.
What carriers we use: Fedex, UPS, and DPD
1. Processing time
Standard order processing time is 1-2 business days
Holiday order processing time is 2-3 business days
Standard Shipping time&Regions
Countries that cannot be shipped: Malta, Cyprus
3. Delivery Terms
-We cannot change the delivery address once it is in transit. If you need to change the place to deliver your order, please contact us within 24 hours of placing your order at support@yumescooter.com
-If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
YUME provided free shipping to all products(unless otherwise specified), and taxes/duties will be covered.
All orders have to be processed and fulfilled before shipment. Our team will take up to 1-2 business days to process your orders. After the item is shippedout, the transit will takes about 3-7 business days to arrive at your doorstep.
Generally, pre-orders are delivered on the listed Release Date that is described on the product's page website
We will send you an update via email when we get closer to the estimated shipping date.
Please note that delivery may be delayed due to inclement weather, strike, or other unforeseen circumstance outside of our control.
All our EU products are free shipping, You can send your delivery area to the YUME team and we will quote you.
Yes! You'll have the option of selecting an alternate shipping address during the ordering process.
Preorders are only available for scooters that are out of stock but will be available for shipping at a certain date that will be specified in our website.
To reserve a product marked as "pre-order", simply add it to your shopping cart.
Full payment is required to make a pre-order reservation. Although we will pre-authorize the amount of your pre-ordered item(s) upon checkout, your credit card/paypal account will be charged a few days after the order is placed.
After placing your order, you will receive an e-mail confirmation containing an order reference number.
Yes, you may cancel your reservation up until the item enters the shipping process,
To cancel an order, please submit a request to our support team.
You will receive a notification that we have received your payment. Once your item has shipped, you will also receive an email notification with your tracking number.
Currently, we are unable to provide expedited shipping to our customers.
If you are in need of an order or delivery adjustment, please contact: support@yumescooter.com
Items shipped from all our warehouses are subject to duty-free. However, if you are shipping an item from one county to another you may be subject to pay local taxes and customs duties on said item. The customer is solely responsible for these expenses.
We accept secure payments from major credit cards such as Visa, and MasterCard credit cards. You are also able to use PayPal secure checkout, affirm pay-over-time
You can track your order status in real time by checking the shipping confirmation email sent within a week of your purchase or by clicking the Track Order tab. You can also contact us directly at support@yumescooter.com to check the status of your order.
You can certainly cancel your order if the scooter has not shipped yet.
Please note, that for in-stock items we ship the 1-2 business day. So we will need to receive your cancelation before this time.
Once the order is canceled, the refund will be automatically processed. It usually takes 3-5 business days to see the refund in your bank statement.
In order to cancel your order, please submit a request to our support team.
If you’re not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method you choose. You may also have to go to your local post office to collect your package in case it cannot be delivered to you.
Yes, we have opened Klarna'sEU pay in Four. Support EU orders using installments.
Install & Maintain