Complaints Policy

Website: https://megascootz.uk/
Email: [email protected]
Phone: +44 7715 971109

Our commitment

We will treat complaints fairly, investigate the relevant evidence and explain the outcome in clear language. Making a complaint does not affect your statutory rights.

1. How to complain

Email [email protected] or telephone +44 7715 971109 during Monday to Friday, 9:00 a.m. to 5:00 p.m. UK time. Email is recommended because it creates a clear record.

• Your full name and preferred contact details.
• Order number, product model and serial number where relevant.
• A clear description of what happened and when.
• The outcome you are asking us to consider.
• Relevant photographs, videos, correspondence or other evidence.

2. What happens next

1. We normally acknowledge a written complaint within 2 business days.
2. A team member reviews the order, policy, communications and relevant technical evidence.
3. We may ask proportionate follow-up questions or arrange safe troubleshooting or inspection.
4. We aim to issue a final response within 14 calendar days. If the matter is complex or depends on an external inspection, we will explain the reason for delay and provide an updated timeframe.

3. Urgent safety concerns

For an immediate fire, smoke or injury risk, move away from the product if safe and contact emergency services. Do not ship a damaged or unsafe lithium-ion battery. Then notify us as soon as possible so we can provide product-specific instructions and assess whether a wider safety action is necessary.

4. Outcomes

Depending on the facts and your legal rights, an outcome may include an explanation, apology, correction, troubleshooting, repair, replacement, collection, refund, price reduction or another proportionate resolution. We will explain any evidence relied on and any next step.

5. Review of the complaint

If you disagree with the first response, reply explaining what you believe was missed and ask for a review. Where reasonably possible, a different person will review the material and provide a final internal response.

6. Alternative dispute resolution

We do not currently commit to participate in a particular alternative dispute resolution scheme. If a complaint remains unresolved and applicable law requires us to provide the name and website of a certified ADR entity, we will do so in our final response and state whether we agree to use that entity. This does not prevent you from obtaining independent advice or using the courts available to you.

7. Accessibility and representatives

Tell us if you need a reasonable adjustment to communicate your complaint. You may ask another person to act for you, but we may need your written authority before sharing personal or order information with them.

8. Complaint records and privacy

We keep complaint information only as long as reasonably necessary for resolution, legal compliance, safety monitoring and legal claims, as described in our Privacy Policy. We use complaint trends to improve products and service.

Contact and merchant information

Legal name: OÜ MEGASCOOTZ
Trading name: MegaScootz
Company number: 17564557
Registered in: Estonia

Registered business address:
Harju maakond, Tallinn, Kesklinna linnaosa
Tartu mnt 67/1-13b
10115 Tallinn
Estonia

Email: [email protected]
Phone: +44 7715 971109
Website: https://megascootz.uk/

Support hours: Monday to Friday, 9:00 a.m. to 5:00 p.m. UK time, excluding public holidays.
Retailer Disclaimer: MegaScootz (OÜ MEGASCOOTZ) is an independent retailer and is not the manufacturer, brand owner, or rights holder of the products sold on this site. All brand names, trademarks, and product images remain the property of their respective owners; stated range, speed, and performance figures are manufacturer estimates under ideal conditions and real-world results may vary.