After-sales service
We diagnose most faults from a short video, post you the part, and arrange a workshop repair when one is needed.
The button opens your email app with a short form to fill in. info@isinwheelscooter.com
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How a repair works
No guesswork and no unannounced parcels: at every step you know what happens next and who pays.
Email us your order number, the model, the serial number if you have it, a short description, and photos or a short video of the fault.
Reply within 24 business hours
Our technical team reviews your photos and video and may ask for a specific photo or a simple check. Most faults are identified at this stage.
Nothing to ship yet
Depending on the fault, we send a replacement part with installation guidance, arrange a workshop repair, or replace the product.
After a repair or replacement you get tracking for the delivery where available. Out of warranty, no chargeable work starts until you have approved our quote.
Tracked return delivery
When the fault is a part you can swap, we post that part to you together with guidance on fitting it.
Spare parts are delivered in 2–5 working days.
When a repair needs a technician, we arrange it at an authorised workshop and tell you exactly how the product gets there.
Eligible repairs are normally completed within 3–14 business days after the product reaches an authorised facility.
When a product cannot reasonably be repaired, we replace it.
Please do not arrange a third-party repair or send anything back before you have our written authorisation. Unannounced parcels are hard to match to an order, and third-party repairs can affect your cover.
Who pays
Everything we sell has two layers of protection. When neither applies, we can usually still repair it, at a price you approve first.
EU consumer law
It cannot be limited. Where it differs from our commercial warranty, the statutory guarantee wins.
Free, on top
Separately bought parts and accessories are not part of a vehicle's commercial warranty, but the statutory guarantee applies to them.
We quote first
No chargeable repair begins without your approval. If our commercial warranty has ended, the statutory guarantee may still apply, so ask us first.
Local help
Any qualified e-scooter or e-bike workshop can fit the genuine isinwheel parts we ship. That is handy for out-of-warranty repairs, or if you would rather not fit a part yourself.
The results come from Google Maps. They are independent businesses, not isinwheel partners, and we do not vet them, so ask about their experience with e-scooters or e-bikes before you book.
Fix it yourself
Order the genuine part and fit it yourself, or have a qualified workshop fit it. Spare parts are delivered in 2–5 working days and carry the two-year statutory guarantee.
Model not listed or part not found? Email us your model and the part you need, and we will send you a quote. info@isinwheelscooter.com
Video makes it faster
Then we can post you the part instead of asking you to pack up and ship the whole product. This is what to film:
Ten to thirty seconds is enough: the noise, the light that stays off, the brake that rubs, the motor that cuts out.
Switch on and keep the camera on the display long enough for any error code to be readable.
Film close to the source. Lift the wheel and turn it by hand, or ask someone else to film. Never film while riding.
Film the charger light while it is plugged into the product, and the charging port up close.
Take a sharp photo of the serial number label and of any cable, connector or part that looks damaged, in good light.
Send a download link from your cloud storage instead of attaching the file.
Repair FAQ
For an approved claim under our commercial warranty or a claim under the statutory guarantee, you pay nothing for parts and labour. Email us before anything else, because a repair or return needs our written authorisation first.
We reply within 24 business hours. When the fix is a part, spare parts are delivered in 2–5 working days. When a workshop repair is needed, eligible repairs are normally completed within 3–14 business days after the product reaches an authorised facility.
Usually not. Most faults are identified from photos and a short video, and we post the part. If the complete product does need to come back, we tell you how, and we may ask for photos or video of it before packing and once packed. Please keep the original packaging if you can.
Yes, any qualified workshop can fit the genuine parts we ship, for example for an out-of-warranty repair. If the fault may be covered by the guarantee or our warranty, email us first: we need to authorise the repair in writing, and a repair by an unauthorised person can affect your cover.
Usually yes, subject to parts availability. We quote parts and labour before any work starts, and nothing chargeable begins without your approval. Check with us first, because the two-year statutory guarantee may still apply after our commercial warranty ends.
Yes. Spare parts and accessories carry the two-year statutory guarantee. Parts you buy separately are not part of a vehicle's commercial warranty.
Normal wear and consumables such as tyre tread, inner tubes, brake pads and grips; damage from misuse, collisions or ignoring the manual; water damage from immersion or pressure washing; and unauthorised modification, including raising the speed limit. None of these exclusions applies if the product was already faulty at delivery: then the statutory guarantee applies.