Return & Refund Policy

Last updated: August 6, 2026

Applies to orders placed on or after August 6, 2026.

Certified Refurbished Devices Are Sold As Described

Every device we sell is pre-owned, professionally refurbished, and graded for cosmetic condition. Grade, wear, and any disclosed imperfections are listed and photographed on the product page before you buy. Because the condition of a used device cannot be re-established once it has left our facility, change-of-mind returns are limited to unused devices returned within 7 days and are subject to a restocking fee — see below. Please review the grade description and photos carefully before ordering, and ask us anything first — we answer within 1 business day and would far rather talk you into the right device than process a return.

Orders placed before the date above are governed by the return terms that were in effect when the order was placed. If you ordered before that date, contact us and we will honour them.

This policy covers retail purchases from InMotion Service Centre. Repair services are governed by our Warranty Policy, and dealer or wholesale orders are governed by separate agreed terms.

Your 7-Day Arrival Guarantee

You have 7 days from the date your order is recorded as delivered by the carrier to inspect your device and tell us if anything is wrong. We recommend unboxing and photographing your device as soon as it arrives — it protects you, and it lets us resolve almost every issue the same day.

If your device is faulty, damaged in transit, isn't what you ordered, or doesn't match the cosmetic grade it was listed under, tell us within 7 days and we will make it right at no cost to you. Send a photo or a short video of the issue — it resolves most cases the same day.

In most cases you will not need to ship anything back. These devices are heavy and freight is expensive, so wherever we can put the problem right where the device already is, we will. If a return genuinely is the right answer, we issue a prepaid label and cover shipping in both directions. You are never asked to pay freight on a device that arrived faulty.

Every unit is inspected and documented immediately before it ships. Claims are assessed against that record.

After Your 7-Day Arrival Guarantee

After 7 days we can no longer accept cosmetic claims — we have no way to establish whether wear occurred before or after delivery, which is why the arrival guarantee matters.

Functional faults may still be covered by our 30-Day Parts Warranty, which supplies the replacement part at no charge for failures of the motor, battery, controller, or mainboard within 30 days of delivery. Warranty claims are resolved by replacement parts rather than a refund, and labour and shipping are not included. Cosmetic wear, consumables, and damage from crashes, water, or modification are not covered. See the Warranty Policy for the full terms.

Cancelling or Returning an Order

What applies depends on where your order is.

Purchased but not shipped (cancellation)

Orders cancelled before shipment incur a 3.6% credit card or 4.4% PayPal processing fee. Payment processors do not return their transaction fees when an order is refunded, so this cost cannot be recovered.

Purchased and shipped (cancellation)

  • A 3.6% credit card or 4.4% PayPal processing fee applies.
  • Additional costs apply for recalling packages already in transit.
  • Refunds are processed once the package is returned to us and the recall costs are confirmed.
  • If the return is caused by the customer, the customer is responsible for the shipping cost, based on the carrier used. If the return is due to our error — for example a damaged or incorrect item — the customer is not responsible for any shipping cost.
  • Packages refused at delivery, and packages returned to us undelivered because the address supplied was incorrect or delivery was not accepted, are handled under this section as customer-initiated cancellations.

Delivered — something is wrong with your device

Covered by your 7-Day Arrival Guarantee above. If your device is faulty, damaged in transit, is not what you ordered, or does not match the cosmetic grade it was listed under, tell us within 7 days and we will make it right at no cost to you.

Delivered — change of mind (unused)

If you simply change your mind, you may return an unused device within 7 days of delivery. To qualify:

  • the device must be unused — not ridden beyond an initial power-on check — and returned in the condition it left us, complete with all original accessories and packaging;
  • a 10% restocking fee applies, reflecting the cost of re-inspecting, re-grading, and re-listing a used device;
  • the 3.6% credit card or 4.4% PayPal processing fee applies;
  • the customer is responsible for return shipping. If your order shipped free, the actual outbound freight we paid is also deducted from the refund; and
  • a return authorisation (RMA) number must be obtained in writing before anything is shipped. Unauthorised returns are refused at the door.

Devices that have been ridden are not eligible. Mileage and battery cycle data is recorded by the device itself and is checked when a return is received.

Change-of-mind returns are not accepted more than 7 days after delivery.

The processing fee does not apply to refunds for defective items, incorrect shipments, or warranty claims.

Please treat a change-of-mind exception as genuinely exceptional rather than as a fallback. On most of our devices, round-trip freight approaches or exceeds the value of the device itself — which is usually a worse outcome for you than for us.

Parts & Accessories

Parts that arrive faulty or incorrect are replaced or refunded free of charge — tell us within 7 days and in most cases we will not ask for the part back. Parts that have been installed, opened, or fitted cannot be returned except under warranty. We do not accept change-of-mind returns on parts; shipping a small part in both directions routinely costs more than the part.

Not Eligible

  • Change-of-mind returns on devices that have been ridden, or requested more than 7 days after delivery
  • Anything reported more than 7 days after delivery, other than warranty claims
  • Grade C devices — final sale on pickup, including any non-critical parts noted as broken
  • Devices with damage, modification, or wear that occurred after delivery
  • Installed or opened parts
  • Items marked Final Sale
  • Devices purchased from any seller other than InMotion Service Centre, and devices that have since been resold or transferred to another owner

How to Start a Claim

  1. Email customers@inmotionworld.com within 7 days of delivery with your order number, a description of the issue, and photos. Photos or a short video resolve most cases same-day and usually save you shipping anything at all.
  2. We respond within 1 business day with a diagnosis and the remedy.
  3. If — and only if — a physical return is required, we issue a Return Merchandise Authorization (RMA) number and a prepaid label. Units sent without an RMA cannot be processed.
  4. Refunds are issued within 5–7 business days of the claim being resolved.

Refund Method

Approved refunds are issued to the original payment method. Your bank or card provider typically posts the credit 3–10 business days after we initiate it.

Questions?

customers@inmotionworld.com — we respond within 1 business day.