Return & Refund Policy

We want you to love riding your GEN-E. If something is wrong with your order when it arrives, this is how we put it right.

When you can return a scooter

You can ask for a replacement or a refund within 7 days of delivery if:

• the scooter was damaged in transit or is defective on arrival;
• you received a different model or colour from the one you ordered;
• parts or accessories are missing from the box;
• it is not as described on our website; or
• it has a technical fault.

Please report transit damage, missing parts and wrong items as soon as you can, ideally within 48 hours of delivery, while the evidence is fresh and we can still take it up with the courier. A report made later, but within the 7 days, is still accepted. After the first 7 days, faults in the motor and battery are covered by our 6-month warranty.

Your rights under the law

The time limits and steps on this page describe how our returns process works. They do not limit your rights under the Consumer Protection Act, 2019. We do not refuse to take back, replace or refund a scooter that is defective, deficient, not as described or delivered late.

What is not covered

• Returns because you have changed your mind. We cannot take back a scooter that works as described and is free from defects.
• A model or colour you no longer want, when it is the one you chose at checkout.
• Damage that happened after delivery, whether from accidents, falls, misuse or water beyond the IP54 rating.
• Faults caused by modifications, or by repairs by anyone other than GEN-E. Fitting genuine GEN-E plug-and-play parts the way we describe is fine.
• Return requests made more than 7 days after delivery. After that, the warranty and your rights under the law still apply.

Unboxing video and other proof

Large parcels can get knocked about in transit, so we recommend recording a continuous, unedited video as you open your GEN-E. Start with the sealed box, with the shipping label in view, and keep recording until the scooter and all its accessories are out of the box.

A video is the quickest way for us to confirm a claim for transit damage, missing parts or a wrong item, but it is not required. Without one, we go by your photos, the courier's delivery record and our own inspection of the scooter. Not having a video is never on its own a reason for us to turn a claim down.

With every claim, please send:

• your order ID;
• clear photos of the problem, the outer box and the shipping label; and
• if the scooter has a fault, a short video showing it.

Please keep the original box and packaging for at least 7 days after delivery. It is the safest way to send the scooter back if it needs to come back.

How to request a return

1. Write to us. Email contact@ridegene.shop within 7 days of delivery with your order ID, what is wrong, and your photos and video.
2. We review it. We reply within 48 hours. Many faults can be diagnosed remotely. If a plug-and-play part such as the display, throttle or headlight is at fault, we can send you a new one free of charge, which is usually the quickest fix. If you would rather have the scooter replaced or refunded, tell us.
3. We collect it. If the scooter needs to come back, we arrange a free pickup through our courier partner. Pack it, in its original box if you still have it, with the charger and everything else that came with it.
4. We inspect it. Once it reaches us, we check it against your report and tell you what we found.
5. We put it right. Depending on the problem, we ship a replacement within 10 working days of approval or refund you in full. If the inspection does not confirm the problem, we explain why and send the scooter back to you.

If your order is late

Our Shipping Policy gives the delivery time for every order: up to 7 working days for most of India and up to 12 working days for remote areas, counted from the day you place your order.

If your order has not been delivered within that time, you can cancel it for a full refund, even if it has already been dispatched. Email contact@ridegene.shop with your order ID. The only exception is a delay caused by events beyond our reasonable control, such as natural disasters, epidemics or government orders. If the parcel reaches you after you have cancelled, you can refuse it at the door, or keep it unopened and we collect it free of charge.

Refunds

• Approved refunds are processed through Razorpay within 7 working days of approval, to the payment method you used: UPI, card, net banking or wallet.
• After we process a refund, your bank can take another 5–7 working days to show it in your account. UPI refunds usually arrive sooner.
• You get back the amount you actually paid. If you used a coupon, that is the discounted price.
• Refunds always go to the person who paid, including for orders sent as gifts.
• Orders cancelled before dispatch, and late orders cancelled as described above, are refunded in full within 7 working days. See cancelling an order.
• If you were charged twice for one order, we refund the extra payment within 7 working days.
• If money left your account but the order did not go through, it is normally reversed automatically within 5–7 working days. If it is not, email us with your order ID and we refund it.

Late or missing refunds

If a refund we have confirmed has not reached you yet:

1. check your bank account or UPI app again;
2. contact your card issuer, because card refunds can take a while to post; then
3. contact your bank, because there is often a short processing delay.

If it still has not arrived, email contact@ridegene.shop with your order ID. We will send you the refund reference number (ARN) so that your bank can trace the payment.

Return shipping

We arrange and pay for the pickup on every return we collect. If reverse pickup is not available at your PIN code, we will explain how to send the scooter back and pay you back reasonable courier charges when you send us the receipt.

Bought on Amazon or Flipkart?

Returns and refunds for orders placed on Amazon or Flipkart are handled by that marketplace, under its own policy. Our warranty still applies. Email us with your invoice.

Contact us

Not happy with how we handled your return? Our Grievance Officer acknowledges every complaint within 48 hours and resolves it within one month of receiving it.