Repair Policy

We acknowledge that frustrations may arise when issues occur, and we assure you that the Mearth technical team is dedicated to assisting you to the best of our capabilities.

As we strive to address your concerns, we kindly ask for your patience, as the repair process for your e-scooter may take some time.

Please be informed of certain charges that may apply to enhance our service quality. Below are important details for customers requesting repairs for their electric scooters:

    1. Repair Timeline: The evaluation and repair process may take up to 5 weeks, contingent upon the repair queue and potential shipping delays.
    2. Initiating a Repair Request: To commence a repair request, customers must provide a video demonstrating the issue with the e-scooter. We recommend enlisting the help of another individual to film the e-scooter in operation to prevent accidents. Mearth will review the submitted video within 2 business days and propose a resolution. This may involve providing instructions for self-repair, replacing parts, sending the e-scooter to a repair partner or shop, or replacing the entire e-scooter, depending on the severity of the issue.
    3. Troubleshooting Assistance: Following the review of the video, the Mearth technical team will reach out to the customer to assist with troubleshooting, if necessary.
    4. Responsibility for Fees: Customers are encouraged to follow the recommended troubleshooting steps. If the Mearth technical team determines that no issue exists with the e-scooter, the customer will be responsible for shipping and evaluation fees.
    5. Warranty Considerations: If the e-scooter is beyond its warranty period, the customer will be liable for shipping fees, parts replacement, and labor costs.
    6. Packaging Requirements: Proper packaging is essential when returning the e-scooter for repair to prevent damage during transit. Mearth will not cover damages incurred due to inadequate packaging by the customer. If the e-scooter arrives in poor condition as a result of insufficient packing, Mearth reserves the right to refuse repairs or void the warranty.
    7. Replacement Packaging: Should the original box and foam be unavailable, customers must utilize packaging of similar dimensions. Mearth can provide new boxes and foam for a nominal fee; please contact us for assistance.
We wish you the best with your e-scooter and appreciate your understanding and cooperation.

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