Returns, Withdrawal and Refund Policy — Scoot Motion

Version effective as of 5 September 2026
Distance Sales to Consumers

This Policy supplements Scoot Motion’s General Terms and Conditions of Sale. It applies to individuals placing orders for non-professional purposes. Sales to business customers are governed by separate terms and conditions.

Scoot Motion grants its consumer customers the right of withdrawal described below, subject to the statutory exceptions. If a mandatory rule in the consumer’s country of residence provides more favourable protection, that rule shall remain applicable.

1. Changes, Cancellations and Withdrawal Before Delivery

Order fulfilment may begin as soon as the order has been confirmed and paid for, including stock allocation, inspection, any assembly services ordered, packaging, pallet preparation and transport booking.

A request to change the model, options, delivery address or delivery date will be considered if received sufficiently early. However, acceptance cannot be guaranteed once order preparation or dispatch has begun.

This provision does not affect the consumer’s statutory right of withdrawal. The consumer may provide unambiguous notice of their decision to withdraw from the moment the contract is concluded, including before receiving the goods.

If the goods have not yet been handed over to the carrier, Scoot Motion will stop dispatch where reasonably practicable. If the goods have already been handed over to the carrier, Scoot Motion may attempt to intercept them. Where interception is not possible, the customer must follow the return instructions provided by Scoot Motion and cooperate in returning the goods when delivery is attempted or completed.

Merely refusing or failing to collect the parcel does not, in itself, constitute a declaration of withdrawal. The customer must also provide clear notice of their decision in accordance with Section 4 below.

Customised Products

In accordance with Article L. 221-28 of the French Consumer Code, the right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalised. Where this exception applies to a product, it will be indicated before the order is placed. The mere fact that a product is sourced, assembled or manufactured after the order is placed is not sufficient to make it a customised product.

2. Customer-Requested Dispatch Postponement and Storage

The customer may request in writing, including by email, that the dispatch of a confirmed order be postponed. Scoot Motion may accept or refuse this request depending on the order’s stage of preparation, its logistical constraints and the available storage space.

Scoot Motion’s written agreement will specify the date on which the order is ready or was originally due to be dispatched. Storage is free of charge for the first seven calendar days following that date.

From the eighth day until the order is handed over to the carrier or collected, the following storage charges apply per order and for each calendar day or part thereof:

External volume of the packaged order	Storage charge
1 m³ or less	€13 including VAT per day
More than 1 m³	€22 including VAT per day

The volume is calculated using the maximum external dimensions of the order as prepared for storage, including the pallet or support, packaging, protective materials and any overhang: length × width × height, expressed in metres.

These charges apply only if, before the paid storage period begins, the customer has been informed of them and has expressly confirmed in writing both the postponement and the applicable charges. If paid storage begins before the end of the withdrawal period applicable to this service, the customer must expressly request that the service begin immediately. If the customer withdraws from this service before it has been fully performed, only an amount proportionate to the storage actually provided may remain payable, subject to the applicable legal requirements.

A postponement requested by the customer does not constitute a delay attributable to Scoot Motion. Validly incurred storage charges may be invoiced separately. They may only be deducted from a statutory refund with the customer’s express agreement once their amount is known, or where the statutory conditions for set-off are met, and without delaying the refund beyond the mandatory deadline.

3. Withdrawal Period

For the vehicle and other goods, the customer has fourteen calendar days from the day on which the customer, or a third party designated by the customer other than the carrier, takes physical possession of the goods.

Where a single order includes several goods delivered separately, or goods delivered in several lots or parts, the withdrawal period begins upon receipt of the last item, lot or part.

For a service, including the assembly package, the withdrawal period begins when the contract is concluded, subject to the specific provisions of Section 5.

The customer is not required to give a reason for their decision.

4. How to Exercise the Right of Withdrawal

Before the withdrawal period expires, the customer must inform Scoot Motion of their decision using one of the following methods:

• the free “Withdraw from the contract here” feature, which is displayed and directly and easily accessible on the website throughout the withdrawal period;
• the model withdrawal form provided at the end of this Policy;
• any other unambiguous statement sent by email to servicecommercial@scoot-motion.com;
• any other unambiguous statement sent by post to EB INVEST — Scoot Motion, 19 rue Thomas Edison, 85500 Les Herbiers, France.

Use of the model form is optional, and withdrawal is not subject to prior authorisation. A return number may be provided to facilitate logistical processing, but the validity of the withdrawal request does not depend on obtaining one.

Following a declaration submitted through the online feature, Scoot Motion will send the customer an acknowledgement of receipt within a reasonable period and on a durable medium, reproducing the content of the declaration and stating the date and time on which it was submitted.

5. Assembly Package Completed Before Dispatch

The assembly package is an optional service selected and paid for online. It is performed at Scoot Motion’s warehouse on the vehicle ordered before the vehicle is dispatched.

To begin assembly before the end of the withdrawal period applicable to this service, Scoot Motion will obtain the following from the customer, before work begins and through an express action specific to the assembly package:

1. the customer’s express request for the service to begin before the end of the withdrawal period;
2. the customer’s acknowledgement that they will lose their right of withdrawal in respect of the package once the service has been fully performed.

Merely adding the package to the basket or generally accepting the General Terms and Conditions of Sale does not replace these two specific confirmations.

Where these requirements have been met and the assembly service has been fully performed, the price of the assembly package will not be refunded, even if the customer subsequently withdraws from the purchase of the vehicle. The right of withdrawal relating to the vehicle itself remains unchanged.

If the customer withdraws before the assembly service has been fully performed, only an amount proportionate to the work actually completed may remain payable, provided that the express request was validly obtained and the legally required information was supplied.

The non-refundable nature of the package does not apply to any unperformed portion or where a failure by Scoot Motion gives rise to a right to reimbursement under the law. In the event of defective performance, the customer is entitled to the statutory remedies appropriate to the nature and seriousness of the failure. The package does not restrict the warranties applicable to the vehicle or to installation work performed under Scoot Motion’s responsibility.

6. Deadline, Arrangements and Cost of Returns Following Withdrawal

The customer must return the goods without undue delay and no later than fourteen days after providing notice of withdrawal. Unless a different address is communicated in writing for the return concerned, the goods must be returned to EB INVEST — Scoot Motion, 19 rue Thomas Edison, 85500 Les Herbiers, France.

The customer must select, appoint and pay directly for a carrier suitable for the product’s weight, volume, value and, where applicable, battery. The customer is responsible for arranging collection. Unless otherwise agreed in writing, Scoot Motion is not required to find a carrier or book the return on the customer’s behalf.

Where the customer was informed before placing the order, the direct costs of returning the goods following withdrawal are payable by the customer. For a vehicle that cannot normally be returned by post, these costs are estimated as follows:

Return point of origin	Estimated calculation basis
Mainland France, excluding Corsica	€3.50 per kg of actual gross weight
Corsica	€6 per kg of actual gross weight
Any other destination geographically located in Europe, including the European Union, United Kingdom, Switzerland, Norway and Iceland	€2.50 per kg of volumetric weight
Destination outside Europe	€5 per kg of volumetric weight

For mainland France excluding Corsica, and for Corsica, the actual gross weight includes the vehicle, all returned accessories, packaging, protective materials and the pallet or support.

For all other destinations, the volumetric weight in kilograms is calculated using the following formula:

length × width × height in centimetres ÷ 5,000

The dimensions used are the maximum external dimensions of the unit as prepared for transport, measured at its furthest projecting points. They include the pallet or support, packaging, protective materials and any part of the vehicle, an accessory or the packaging that extends beyond the pallet.

An estimated flat-rate surcharge of €200 per return applies where the transport unit is non-stackable, meaning that another load cannot safely be placed on top of it due in particular to its shape, fragility, overhang or the absence of a flat, load-bearing upper surface.

These amounts include all applicable taxes where VAT applies. They are pre-contractual estimates and not the price of a service sold by Scoot Motion. The customer chooses the carrier and pays the price agreed directly with that carrier, which may differ from the estimate.

The estimate applicable to the vehicle and destination will be displayed on the product page, in the basket or, at the latest, in the order summary before payment. If this required information was not provided in advance, Scoot Motion will bear the return costs in accordance with the law.

Customs duties, import or export taxes, customs clearance fees, inspection charges and other cross-border levies are not included in the estimate. They remain payable by the party legally responsible for them and, where they constitute direct withdrawal return costs of which the customer was informed in advance, by the customer.

7. Packaging, Handling and Condition of Returned Products

The vehicle must be cleared of all personal belongings, properly secured and placed in packaging suitable for its weight, nature and method of transport, providing protection at least equivalent to that used for delivery.

Use of the original packaging, protective materials and pallet is strongly recommended, but their absence does not remove the right of withdrawal. Scoot Motion is not required to provide a crate, pallet or packaging for a return resulting from a change of mind.

The customer may handle the product only to the extent necessary to establish its nature, characteristics and proper functioning, as they might reasonably do in a shop. Travelling a significant distance with the product, signs of wear, dirt, scratches or impact damage, modifications or missing accessories may constitute depreciation where they exceed what was necessary for this inspection.

The customer is liable for any depreciation resulting from excessive handling and for return damage directly caused by clearly inadequate packaging or securing. Depreciation or a missing accessory does not automatically justify refusing the withdrawal in its entirety. Any amount claimed or withheld must be assessed individually, supported by evidence and proportionate to the actual loss in value.

Customers are advised to photograph the vehicle, its mileage, its accessories and its packaging before handing it over to the carrier and to retain proof of handover.

8. Receipt and Inspection of Returns

Upon receipt, Scoot Motion will check, in particular, the product’s identity and serial number, mileage, condition, apparent operation, included accessories and the packaging used. Scoot Motion may prepare a photographic report and, where justified by the nature or value of the dispute, seek the opinion of an expert or a French judicial officer (commissaire de justice).

If any depreciation is identified, Scoot Motion will provide the customer with the objective evidence, relevant photographs and an individualised calculation. Returning a product other than the one sold does not constitute the return of the relevant order.

This inspection does not create a new refund period and does not permit the time limits set out in Section 9 to be exceeded.

9. Refund Following Withdrawal

Scoot Motion will refund all sums due in respect of the goods, including the initial delivery costs corresponding to the standard delivery method offered, without undue delay and no later than fourteen days after the date on which it is informed of the withdrawal.

For the sale of goods, Scoot Motion may withhold the refund until:

• the goods have actually been recovered; or
• evidence has been received that the goods have actually been dispatched,

whichever occurs first. Merely creating a shipping label, quotation or transport booking does not prove that the goods have actually been handed over to the carrier.

The refund will be made using the payment method used for the order, unless the customer expressly agrees to another method that does not incur any fees. Any additional amount paid for an initial delivery method more expensive than the standard method will not be refunded.

The direct return transport costs remain payable by the customer under the conditions set out in Section 6. Where the legal requirements are met, the following may also remain payable: the price of a fully performed assembly package, the proportionate cost of a service begun at the customer’s express request, validly incurred storage charges and any individually assessed depreciation of the goods.

10. Products That Are Defective, Non-Conforming or Damaged Upon Delivery

A return based on a defect, lack of conformity, improper assembly attributable to Scoot Motion or delivery damage does not constitute a simple change of mind. The rules governing statutory warranties and remedies for delivery damage will apply.

The customer must first contact Scoot Motion, provide the order number and, where applicable, the serial number or VIN, describe the issue and supply any photographs or videos reasonably useful for diagnosis.

Where a statutory warranty applies, the goods will be brought into conformity at no cost to the customer and without significant inconvenience. The estimated charges set out in Section 6 will not apply. Scoot Motion will bear the reasonable cost of any necessary transport.

In principle, once Scoot Motion has approved the method of transport and its estimated cost in writing, the customer will find and appoint a suitable carrier. Upon presentation of the agreed supporting documentation, Scoot Motion will reimburse the reasonable, previously approved cost without undue delay. If this arrangement is not reasonably practicable for the customer or causes significant inconvenience, Scoot Motion will propose another appropriate solution.

The customer must reuse the original packaging or pallet if it has been retained and remains suitable. Otherwise, the customer must prepare packaging that provides at least equivalent protection. Where it is necessary to purchase packaging, a pallet, a crate or packing services locally, the customer may do so after obtaining Scoot Motion’s prior written approval of the proposed solution and its cost. Scoot Motion will then reimburse the agreed reasonable and documented cost. Scoot Motion is not required to ship a crate itself where one can be obtained locally and reimbursed under these conditions.

This Policy does not restrict either the statutory guarantee of conformity or the warranty against hidden defects described in the General Terms and Conditions of Sale.

11. Contact, Complaints and Mediation

EB INVEST — Scoot Motion
19 rue Thomas Edison
85500 Les Herbiers — France
Email: servicecommercial@scoot-motion.com
Telephone: +33 (0)2 59 45 01 11

Following a prior written complaint submitted to Scoot Motion that has not resulted in a satisfactory resolution, a consumer customer may refer the matter free of charge, subject to the applicable statutory conditions, to the consumer mediator responsible for the seller:

CM2C — Centre de la Médiation de la Consommation de Conciliateurs de justice
49 rue de Ponthieu
75008 Paris — France
Website and online referrals: www.cm2c.net

Mediation is optional and does not deprive the customer of the right to bring proceedings before the court having jurisdiction.

12. Applicable Version

The version applicable to an order is the version provided to and accepted by the customer when placing that order. Any subsequent amendment to this Policy will not apply retrospectively to contracts already concluded.

Model Withdrawal Form

Please complete and return this form only if you wish to withdraw from the contract. Its use is optional: any other unambiguous statement is valid.

To: EB INVEST — Scoot Motion, 19 rue Thomas Edison, 85500 Les Herbiers, France — servicecommercial@scoot-motion.com

I/We () hereby give notice that I/we () withdraw from my/our () contract for the sale of the following goods ()/the provision of the following service (*):

• Goods or service:
• Order number:
• Ordered on ()/received on ():
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s), only if this form is submitted on paper:
• Date:

(*) Delete as appropriate.