'As New' Returns
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food or magazines cannot be returned.
To complete your return, we require a receipt or proof of purchase as well as your order number.
Please do not send your purchase back to the manufacturer (unless instructed to do so by Speedy Feet)
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery (unless already approved in writing)
Speedy Feet has a 2 Year Warranty, which has given many 1000's of customers peace of mind. It's reliant on evaluating the item in question by us to see if it falls under our warranty. Remember - We will always try and help if possible irrespective if it falls under warranty or not.
Standard Warranty for wheels is 6 months on the battery/s and 12 Months on all other parts from manufacturing defect.
Speedy Feet has tried to take this a leap forward, and has done a blanket 2 year warranty. This of course is reliant on good care being taken of the machine and of a 'reasonable' riding style (riding down stairs, jumping the machine or dropping off more than an expected amount of curbs each day for example would be classed as not reasonable).
If a machine is all scratched up / battered or plain dirty then this would highlight misuse. We get machines back sometimes crammed full of mud, or smashed panels, cracked inner shells etc - this is a sure sign that due care and attention have not been given to the machine in question, and customers appreciate this when we highlight it and roll - nice pun - with the decision / course of action we advise.
We can of course work with owners on getting them back on the road, but some common sense has to be applied in the fact the machine would be expected to not last long under these circumstances, the warranty is not as simple as a washing machine or computer - its complicated and case by case because there is some bloke or lass stood on a machine, bearing down on it in a huge array of riding conditions and environments, and with a wide range of applications and usage requirements.
Speedy Feet doesn't have to offer a 2 year warranty, in fact at one point we didn't, it was brought in for peace of mind for the buyer. On the whole it has received massive support an all of the above just runs smoothly with understanding on both sides. Peripheral items are also included in the 2 year warranty when directly related to the machine in question e.g. a charger that came with the unit.
Things that would be outside warranty, but by no means an exhaustive list, just an example of things that would be outside the warranty:
1. Flat tire
2. Damage from a fall
3. Damage from mud, dirt, sand, water (light rain is fine - but don't ride through a lake of water for example, and even take caution with puddles, not only because its nasty water, but because it could be hiding a pot hole, leading to you having a point 2 event).
4. Damage from non use. If your wheel has done 1-250 miles in 12 months then batteries can heavily degrade, they will not be getting enough charge cycles for that sort of low usage, and you can expect dead cells or complete battery units.
5. Damage from heavy use. On the flip side of point 4, doing 2000+ miles a year of course will be accelerating the shortening of the life span of the wheel considerably.
6. Use of third party chargers
7. General wear and tear - hard to list them all, but things like a tire wearing out, grip tape on the footplates wearing off.
8. Burnt board from over powering the unit / going too fast. We did have someone lean against a wall once and push forward as hard as possible to get a power output reading for their wheel; yeah, you guessed it, thats not covered by warranty, thats stupid. You can also blow a board by simply going too fast. Taking the unit up to the top speed advertised by the manufacturer is the same as taking a car up to its top speed - you run the risk of something going very wrong. Most wheels, (not all) will warn at 80% power output to slow (either with beeps or voice warning), but some people turn off these alarms or tape over them to stop them having to hear it, then they get into trouble when something goes wrong.
As above, it's not an exhaustive list, and in part it's down to our discretion once we have the unit back to inspect. If you dont agree with this then DO NOT PURCHASE from us.
Our customer service is well recognised because we do always try and go the extra mile to get you on the road, its our passion to have people riding, and its sad when that doesn't go to plan. If you are a rare case of it not going to plan, we are actually here to help you, and are willing to do so. It will usually all get sorted, and a lot of the time at our own cost despite being out of our warranty requirements. Sometimes its sorted quickly sometimes it isnt - it depends on parts to hand, and response times from other business's involved in the repair process. Please remember, Speedy Feet is a small business with actual real people here, we have heightened our responsibilities with our 2 year warranty to help, not to hinder. It doesn't always mean you will get exactly what you want, but it should mean at a basic level we will do all we can to get you on the road again.
Communicate regularly and we usually (not always!), reply with 24/48 working hours (Mon-Fri 9am-5pm). Our analytics show on average our response times are actually within 6 hours, and often we are replying out of hours. (Stats are from the last few years that we have been using the current system which allows us to see these stats).
A note on battery degradation: We follow loosely the Nissan groups EV warranty when it comes to degradation of the batteries. Of course they have a life span which depends on a usage pattern. If normal use (see above - not to low miles and not drastically high) then we would expect over the 2 years no more than 30% loss of range against new range and in same conditions (remember winter can naturally see up to a 50% loss, especially in the cold climates: 21c is optimum and is the temp that a lot of manufactures use as a bench test on range). There are some factors specific to wheels - if you put on 5 stone over the course of a year, guess what, you range is going to drop. I think you get the idea!
Its a case by case decision and may not be applicable in all cases.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item if an email is required. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to:
Speedy Feet LTD, Unit C, Building 13.2, Vantage Point Business Village Mitcheldean GB GL170DD - once authorisation has been given.
Return Shipping will be at the cost of the purchaser.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to: Speedy Feet LTD, Unic C, Building 13.2 Vantage Point Business Village Mitcheldean GB GL170DD
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £30, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
If faulty from a manufacturing defect and within 6 months, at our discretion we may either fully reimburse by way of store credit reasonable shipping cost back to ourself or some of the return shipping cost once proof of cost is supplied by a copy of the receipt for example. Its a case by case decision and may not be applicable in all cases.