Return & Refund Policy

Dualtron USA

At Dualtron USA, we stand behind our products and aim to provide clear and fair policies. Due to the nature of high-performance electric scooters, returns are limited and subject to the conditions outlined below.

Order Cancellations (Before Shipment)

• Orders may be canceled at no cost prior to shipment.
• Once an order has shipped, it is no longer eligible for cancellation and will fall under the return policy below.

Returns – Unused Products Only

Dualtron USA accepts returns on unused scooters only, subject to the following conditions:

• Return request must be submitted within 15 days of delivery
• Scooter must be unused and unridden
• Scooter must be free of dirt, debris, wear, or any signs of use
• Scooter must be returned in original packaging with all included components

Any signs of use — including outdoor riding, tire wear, dirt, or cosmetic marks — will make the scooter ineligible for return.

Restocking Fee

All approved returns are subject to a 15% restocking fee, which will be deducted from the refund.

Shipping Costs

• Original outbound shipping costs incurred by Dualtron USA will be deducted from the refund, even on orders that qualified for free shipping
• Return shipping is the responsibility of the customer

We strongly recommend using a trackable and insured shipping method. Dualtron USA is not responsible for items lost or damaged during return transit.

Return Authorization & Inspection

All returns must be approved in advance.

Returned products are subject to inspection upon arrival. Dualtron USA reserves the right to:

• Deny returns that do not meet eligibility requirements
• Apply additional fees if the item is not returned in original condition
• Refuse returns that are improperly packaged or damaged in transit

Unauthorized returns will not be accepted.

Used / Ridden Scooters

We do not accept returns on scooters that have been ridden or used.

If a scooter shows any signs of use, it will not qualify for return under any circumstance.

If you are unsure about a model, we strongly recommend contacting us prior to purchase.

Defective or Damaged Products

• Contact us within 48 hours of delivery
• Provide photos and/or video of the issue

Most issues can be resolved quickly through parts replacement and technical support.

If a return is required for a verified defect, Dualtron USA will provide instructions and coordinate the resolution.

Refund Process

Once a return is received and inspected:

• Approved refunds will be issued to the original payment method
• Please allow 3–7 business days for processing after approval

Refunds will include:

• Original purchase price
• Minus the 15% restocking fee
• Minus original outbound shipping costs incurred by Dualtron USA

How to Request a Return

To request a return, please contact:

support@dualtronusa.com

Include:

• Order number
• Reason for return
• Photos (if applicable)

Important Notes

Electric scooters are performance products that require proper setup, operation, and maintenance. Dualtron USA is committed to supporting every customer, but returns are limited to protect product integrity and ensure fairness.

If you have any questions before purchasing, we’re happy to help guide you to the right model.