Refund and Returns Policy

Scope of this Policy

This Policy applies to:

• availability enquiries submitted through prysez.com;
• questions sent to the Prysez website team about cancellations, returns or refunds;
• purchases where RETAIL MARKETING GROUP LIMITED is expressly identified in the final order documents as the seller;
• assistance provided by the website operator when a separately identified seller is responsible for the purchase.

If another company is identified as the seller in the order confirmation, invoice, payment record or sales terms, that company is responsible for the sales contract and its own compliant cancellation, return and refund process.

Nothing in this Policy limits rights that cannot lawfully be excluded or restricted.

Website operator

The Prysez website is operated by:

Legal name

RETAIL MARKETING GROUP LIMITED

Company number

05310251

Company type

Private limited company

Registered office

Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, England, BH16 6FA

Jurisdiction

United Kingdom

LEI

2138006968RKOG9JEM70

Email

[email protected]

Telephone

+44 7946 762341

Availability enquiries

Submitting the Prysez availability form:

• does not take payment;
• does not create an order;
• does not reserve a product;
• does not create a pre-order deposit;
• does not create a purchase contract;
• does not oblige the visitor to buy;
• does not oblige a seller to supply a product.

Because no money is collected at the enquiry stage, there is no payment to refund.

You may ask us to close or delete an enquiry by contacting [email protected]. Personal-information requests are handled in accordance with the Privacy Policy.

Identifying the seller

Before making any payment, check the final order documents for:

• the seller’s complete legal name;
• the seller’s address and contact details;
• the company number, where applicable;
• the exact product and quantity;
• the total price payable;
• delivery costs and timing;
• cancellation rights;
• the return address and return-cost arrangements;
• warranty information;
• the method by which the order is accepted.

The company shown on the invoice, order confirmation or payment receipt will normally be the first organisation to contact about a return or refund.

Change-of-mind cancellation

Where a qualifying consumer purchase is completed at a distance, the consumer will generally have the right to cancel without giving a reason.

Unless a statutory exception applies, the consumer should inform the seller of the decision to cancel within 14 days after the day on which the goods are received.

After notifying the seller, the consumer should return the goods without undue delay and normally no later than 14 days after the cancellation notice was given.

A clear statement is sufficient to communicate cancellation. The consumer does not lose a statutory cancellation right merely because a particular internal return-authorisation number was not requested first.

Subject: Notice of cancellation

                                        I am notifying you that I wish to cancel my contract for the following goods:

                                        Product:
                                        Order number:
                                        Order date:
                                        Delivery date:
                                        Customer name:
                                        Customer address:
                                        Customer email:
                                        Customer telephone:

                                        Please confirm the correct return instructions and return address.

                                        Date:
                                        Customer name:

The actual seller must provide any legally required model cancellation form and pre-contract information before the purchase is completed.

How to request a return

Sending a product to an unauthorised address may cause delay, failed delivery or additional transport costs.

Condition of returned products

A consumer may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning, broadly as they could in a physical shop.

Opening packaging solely to inspect the product does not automatically remove a statutory cancellation right.

When returning a change-of-mind purchase, include where reasonably possible:

• the scooter;
• the charger and charging cable;
• keys, tools and supplied accessories;
• manuals and safety information;
• protective packaging;
• the order or return reference.

The seller may be entitled to make a lawful deduction where the value of the product has been reduced by handling beyond what was reasonably necessary to inspect it.

Examples that may require assessment include:

• outdoor riding beyond a reasonable inspection;
• recorded mileage or substantial wheel wear;
• scratches, impact damage or water damage;
• missing parts or accessories;
• unauthorised repairs or modifications;
• damage caused by unsuitable return packaging.

Any deduction must be lawful, proportionate and based on the actual reduction in value. It must not be used to remove mandatory rights relating to faulty or misdescribed goods.

Return delivery costs

An electric scooter contains a lithium battery and may be subject to carrier restrictions. Do not select an ordinary postal method without first confirming that the carrier accepts the product and that the packaging complies with the carrier’s instructions.

How refunds are paid

Where a qualifying distance cancellation applies, the responsible seller will normally refund:

• the price paid for the returned goods;
• the cost of the least expensive standard outbound delivery method offered by the seller;
• other sums that must legally be refunded in the circumstances.

An additional amount paid for express, premium or other upgraded delivery does not normally have to be refunded beyond the cost of the standard delivery option.

The seller may withhold a change-of-mind refund until:

• the returned goods have been received; or
• the consumer supplies evidence that the goods have been sent back,

whichever occurs first, where the applicable regulations permit this.

The refund should normally be made using the same payment method used for the purchase unless another method is expressly agreed. A refund fee should not be imposed merely for issuing a required refund.

Where the applicable cancellation rules apply, the refund should normally be made within 14 days after the relevant refund timing point.

Faulty, misdescribed or unsuitable products

Mandatory consumer rights are separate from the change-of-mind cancellation right.

Where UK consumer law applies, goods supplied by a trader must generally be:

• of satisfactory quality;
• fit for a purpose made known to the seller;
• as described.

A consumer may have a short-term right to reject qualifying faulty goods during the first 30 days after delivery.

After that initial period, repair or replacement may normally be the first appropriate remedy before a price reduction or final rejection, depending on the circumstances and applicable law.

A commercial warranty does not replace statutory consumer rights.

When reporting a suspected fault, provide:

• the seller and order number;
• the product serial number, where available;
• a clear description of the fault;
• when and how the fault appeared;
• photographs or video where useful and safe;
• information about any warning, unusual heat, smell, smoke, swelling or charging problem.

Damage, missing parts or incorrect delivery

If the product appears damaged, incomplete or incorrect on delivery:

1. take clear photographs before assembly or use;
2. retain the packaging and delivery label;
3. record which parts or accessories are missing;
4. contact the seller promptly;
5. avoid using or charging a product that may be unsafe.

Reporting the problem promptly helps preserve evidence, but an internal reporting deadline must not be used to remove statutory rights that continue to apply.

Battery and transport safety

Electric scooters contain rechargeable batteries that require appropriate handling and transport.

Before returning a scooter or separate battery:

• switch the product off;
• disconnect the charger;
• do not include loose metal objects near terminals;
• protect the product from movement inside the packaging;
• follow the authorised carrier and seller instructions;
• disclose known battery damage before arranging transport.

Pre-orders and delayed supply

The current Prysez enquiry form is not a paid pre-order.

If a separate seller later offers a paid pre-order, the customer should receive clear written information before payment about:

• the legal identity of the seller;
• whether the full price or a deposit is taken;
• the estimated availability or dispatch period;
• whether the date is guaranteed or only estimated;
• the procedure if supply is delayed;
• the right to cancel before dispatch;
• the refund timing and method.

A seller must not retain payment indefinitely where it cannot supply the product and has no lawful basis to keep the money.

Exceptions to change-of-mind cancellation

Certain statutory exceptions may apply to particular goods or services, including some:

• personalised or custom-made goods;
• perishable goods;
• sealed goods that are unsuitable for return for genuine health or hygiene reasons after unsealing;
• sealed software or recordings after unsealing;
• services fully performed in qualifying circumstances.

A standard electric scooter is not automatically excluded from distance-sale cancellation merely because its packaging was opened.

An exception will only be relied upon where it legally applies and the required information was provided before the purchase.

These exceptions do not remove rights relating to goods that are faulty, unsafe, misdescribed or otherwise do not conform to the contract.

Business purchases

Statutory consumer cancellation rights generally apply to individuals acting mainly outside their trade, business, craft or profession.

A purchase made wholly or mainly for business purposes may be governed by separate business terms and may not include the same change-of-mind rights.

Any mandatory rights that apply to a business transaction remain unaffected.

Proof of purchase and refund recipient

The seller may request reasonable proof that the product was purchased from it.

Suitable evidence may include:

• an order confirmation;
• an invoice or receipt;
• a payment-provider record;
• a bank statement showing the transaction;
• the original delivery information.

A refund will normally be issued to the original purchaser using the original payment method, subject to applicable law and agreed alternatives.

Where a product was received as a gift, the original buyer may need to contact the seller unless the seller agrees another arrangement.

Complaints and unresolved returns

If a return or refund issue is not resolved, send a written complaint containing:

• your name and contact details;
• the seller’s legal name;
• the order number;
• the product and amount paid;
• the date of purchase and delivery;
• a chronology of the issue;
• copies of relevant correspondence;
• the remedy you are requesting.

Where a separate seller is responsible for the purchase, the complaint should be sent directly to that seller.

UK consumers may also seek independent advice through the Citizens Advice consumer service or the corresponding consumer service in their part of the United Kingdom.

Contact the Prysez website team

Contact us if you need help identifying the organisation that received your enquiry or if your order documents specifically identify RETAIL MARKETING GROUP LIMITED as the seller.