Warranty Policy

Overview

Vig Scooters come with our “1+Life” warranty, the best available in Canada, and a 30-day return and refund policy allows you to buy with peace of mind. The warranty covers the following components:

• Hub motor(s)
• Battery pack
• Controller
• Throttle and display
• Charger
• Frame
• Stem
• Electrical wiring and components

Year 1

The components above and any labour to replace/repair them is covered.

Year 2

Replacements for all components are available at cost, and the labour for all repairs is available at a 25% discount.

Years 3+

Replacements for all components (excluding batteries) are available at a 25% discount.

Details

This Limited Warranty covers all defects in material and workmanship of the  Vig Electric Scooter (the “Product”) arising or occurring as a result of your normal and ordinary use of the Product. This Limited Warranty is applicable under the following terms and conditions:

• This Limited Warranty extends to the original purchaser (name listed on the shipping address) of the Product only, beginning on the date of purchase of the Product (“Warranty Period”). An original purchase receipt is required to proceed with warranty repairs.
• The warranty is non-transferable and applies to the extent permitted by law and unless restricted or prohibited by law.

This warranty is limited to the repair or replacement of defective items and said repair and replacements are the sole remedies of the warranty.

Items damaged due to normal wear and tear (such as flat tires, worn brakes, joints loosening), are not covered under this warranty. However, parts can be purchased directly from our website in these situations.

Vig reserves the right to determine eligibility of products for warranty claim. Claims for manufacturing defects of parts will be solely determined by Vig’s professional technicians. Claims may be denied if damages reported are not manufacturing defects but due to misuse and/or improper care.

Vig reserves the rights to deny or void any new or existing warranty claims if Vig has provided 4 or more complimentary replacement parts/repairs during the first twelve months of ownership and has provided reasonable care to the customer throughout the warranty coverage period.

Limited Warranty During the First 12 Months

During the first 12 months following the purchase of the Product(s), Vig warrants that the following component parts (“Components”) of the Product (only) are free from defects in material and workmanship:

• Hub motor;
• Battery packs (see below);
• Controller;
• Throttle and display;
• Charger unit;
• Scooter frame;
• Scooter stem;
• Electrical wiring and components.

During the first 12 months, Vig or its authorized service centres will repair or replace, at Vig’s SOLE DISCRETION, any defective Components with new or factory rebuilt replacement items, and return the Products to the customer in working condition, provided that the terms and conditions of this Limited Warranty are met. All defective Products or Components that have been replaced shall become the property of Vig.

The cost of supplying and shipping replacement parts to the customer or an authorized service centre will be borne by Vig.

It is the customer’s responsibility to deliver the scooter to an authorized service centre unless the customer will perform the repairs.

If the customer is required to ship the product to Vig or an authorized service centre for repairs, then the customer is responsible for all costs to ship the Product to the service centre. Once repairs are complete, the cost to ship the product back to the customer is the responsibility of Vig.

Products and/or components that have been repaired or replaced pursuant to the above will be covered by this Limited Warranty for the balance of the initial 12-month warranty period.

Limited Warranty During Months 13 to 24

During months 13 to 24 months following the purchase of the Product(s), Vig will provide a replacement of any component of the Product at the same price that Vig purchases the product (including all shipping, customs, duties and taxes). Therefore no profit will be assumed on replacement parts in this period, nor shall any loss be assumed.

If the customer will replace the part themselves, it is up to the customer to ship the component being replaced to Vig, at the customer’s cost. Replaced components become the property of Vig once received.

Customers may opt to deliver the scooter to Vig or an authorized service centre for repair or replacement. It is the customer’s responsibility to deliver the scooter to an authorized service centre.

The cost of supplying and shipping replacement parts to the customer or an authorized service centre shall be the responsibility of the customer.

If the customer is required to ship the product to Vig or an authorized service centre for repairs, then the customer is responsible for all costs to ship the Product to the service centre. Once repairs are complete, the cost to ship the product back to the customer is the responsibility of the customer.

All labour performed by Vig or an authorized service centre to replace or repair a Product will be discounted by 25% from the service centre’s normal retail price for such repair services.

After 24 Months

At 25 months following the purchase of the Product(s) and beyond, Vig will provide a replacement of any component of the Product at a 25% discount off the normal retail price. This discount does not apply to shipping costs, and all taxes, customs, duties and brokerage fees (if any) are the sole responsibility of the customer. This discount does not apply to replacement battery products.

What This Limited Warranty Does Not Cover

• Normal wear and tear of any covered component. This includes cosmetic damage such as scratches, dents and the removal of protective coatings that are designed to diminish over time, unless such damage occurred due to a defect in materials.
• Products used for commercial purpose(s) including but not limited to leasing/hiring, use in competitions etc
• Any logistical costs of returning the Product to Vig or an authorized service centre for servicing or the cost of returning the Product to the customer after servicing.
• Defects or damages resulting from use of the Product(s) other than its normal and customary manner as stated in the user manuals accompanying the Products.
• Accidental or crash damage, abuse, misuse, attempting tricks, water damage, neglect, exceeding the weight limit, changing settings or anything else that results in damage caused by the user is not covered by the warranty.
• Battery failures resulting from water damage (including exposure to moisture or dampness), improper charging, power surges, aftermarket chargers, lack of proper winter storage, seals of the battery enclosure or cells being broken or tampered with, and/or the battery was used in equipment other than its intended use.
• Damage due to improper assembly or maintenance.
• Defects or damages from improper storage, exposure to moisture or dampness, modifications, connections, misuse (including but not limited to exceeding manufacturer’s published weight limit), neglect, abuse, accident, alteration, improper installation, or other acts which are not the fault of Vig, including damage caused by dropping, blown fuses, spills of food or liquid.
• Loss of screws or stripped screws due to over forcing.
• Repairs performed at unauthorized service centres.
• Damage due to the installation of incompatible parts or accessories or installation of parts or accessories that were not intended for or compatible with the product
• Failure to perform maintenance or service at appropriate intervals
• Product rusting, blemishes, and/or loss of colour due to sun exposure and usage.
• Defects or malfunctions of the product not notified by the customer during the initial 12-month warranty period.
• Any orders that have received a chargeback.
• Products that have had their serial numbers removed or tampered with.
• Products that have has their odometers reset.

Customer Responsibility

As the device’s owner, you are responsible for the performance and maintenance of your device. You may be denied a warranty claim if routine maintenance cannot be determined. In particular, you may be denied warranty coverage if the Product or a component part has failed due to abuse, neglect, improper maintenance, or unapproved modifications. Routine maintenance includes but is not limited to checking and replacing brake pads, brake rotors, tires, inner tubes (when applicable), tightening and/or replacing screws, proper charging and storage, and so on. Some of these component parts should be routinely checked and replaced based on the owner’s usage and are not constructed or intended to last the lifetime of the device.

If the customer is required to ship the product to Vig or an authorized service centre for repairs, then the customer is responsible for all costs to ship the Product to the service centre. Products must be shipped in either the original packaging, or suitable replacement packaging that will keep the Product from being further damaged during shipping. All risk of loss, theft or damage is the responsibility of the customer. We encourage all customers to retain all original packaging the Product can be transported to the authorized service centre via car or other means (or pickup/dropoff service is available).

Obtaining Warranty Service

To file a warranty claim, create a support ticket on the website.Attach relevant videos, images and order information. It is important to be as detailed as possible. Videos/Images are MANDATORY if requested. Failure to provide requested supporting documentation may lead to a denied warranty claim.

For each warranty service request, the customer is responsible for all packaging and shipping costs associated with sending the Product to an authorized service centre. The Limited Warranty covers the one-way return shipping cost on all approved warranty services.

An authorized service technician will conduct an inspection of your Product. If they determine that the problem is not covered under the Limited Warranty, Vig will notify you and inform you of service or replacement alternatives that are available to you on a fee basis.

If your claim is not approved or is deemed as non-warranty then two-way shipping is charged to the customer along with fees and cost of labor and parts, subject to the provisions detailed above.

Lithium Ion Batteries

Lithium-ion battery packs are consumable products that can lose charge capacity over time. Defective batteries are rare, but they are covered under warranty. Receiving a defective battery would usually mean it can not be charged or operated inside the scooter.

Because charge capacity of batteries diminishes over time, this warranty does not over the gradual degradation of the battery. The battery is considered normal and not defective if it still holds 75% of a charge within the first year.

Warranty is Non-Transferable and Non-Renewable

This Limited Warranty extends to the original purchaser (name listed on the shipping address) of the Product only.

Limitations of Liability

The remedies described above are your sole and exclusive remedies and our entire liability for any breach of this limited warranty. Our liability shall under no circumstances exceed the actual amount paid by you for the defective product, nor shall we under any circumstances be liable for any consequential, incidental, special or punitive damages or losses, whether direct or indirect.

Return and Refund Policy

The Vig 30-Day Money-Back Guarantee

• If you buy a personal electric vehicle which does not meet your expectations, you may return the product within 30 days of purchase for a full refund or exchange under the condition that the product is brand new, unused and returned in the original package with all components.
• The buyer is responsible for costs associated with return shipping, and takes all responsibility for loss, damage or theft during shipment (shipping insurance is recommended).
• The refund is determined after our team has received and inspected the item.
• The refund will be processed within 5 to 7 business days upon receiving the item.

Used Merchandise Returns (Electric Scooters Only)

• Electric scooters may be returned for a refund within 30 business days of delivery, under the condition that it has less than 10km of usage recorded by the vehicle.
• Riding up to 10km on an electric scooter is a reasonable distance to determine whether or not the electric scooter is right for you. If you experience issues with your electric scooter, reach out to our Customer Support team.
• A 20% restocking fee will be applied upon successful return.
• Merchandise must be returned undamaged and in the original packaging with all original components.
• The restocking fee and any other fees related to your return will be deducted from the total refund amount before the refund is complete.
• We cannot offer refunds or exchanges on the following:
  • Items that have been modified by the customer after delivery.
  • Items that have been used for greater than 10km or with noticeable wear commensurate with riding farther than 10km, as judged by and at the sole discretion of Vig Scooters Inc.
  • Parts that are installed on electric vehicles or used on electric vehicles that are not originally purchased from Vig.
• The refund is determined after our team has received and inspected the item.
• The refund will be processed within 5 to 7 business days upon receiving the item.

Full Refund on Non-Shipped Items

If your electric vehicle has not been shipped, we will offer a full refund within 24 hours of cancellation.

Pre-Order Cancellations

• All pre-order cancellations paid with a credit card will be charged a 3% cancellation fee.
• All pre-orders paid via AfterPay will incur a 6% cancellation fee.
• The cancellation fee is not applicable if the product is delayed more than 30 days after the latest stated delivery time.