Metro America — Policies

Refund & Return Policy

Effective January 1, 2026

14-Day Untouched Return

You may return your scooter or accessory within 14 days of the delivery date, as long as it has not been turned on, charged, or ridden and remains in its original packaging.

Once a scooter has been powered on or ridden, it is considered used and is no longer eligible for a refund — from that point on, it's covered by our standard parts warranty instead.

01

Eligibility requirements

To qualify for a refund, your item must be:

  • Untouched and unused — never turned on, charged, or ridden
  • In its original condition, with no scratches, scuffs, or signs of use
  • In the original packaging, including all protective foam, boxes, and inserts
  • Returned with all included accessories, manuals, charging cables, keys, and documentation
  • Accompanied by proof of purchase (order number or receipt)
02

Non-returnable items

  • Scooters that have been turned on, charged, or ridden
  • Items missing original packaging or accessories
  • Items showing signs of wear, damage, or modification
  • Gift cards and promotional items
03

How to start a return

  • Email support@metro-america.com within 14 days of delivery with your order number and reason for return.
  • Our team will confirm eligibility and send return instructions, including the return address.
  • Repackage the item carefully in its original packaging to prevent transit damage.
  • Ship the item back using a trackable method and keep your tracking number until the refund is processed.
04

Return shipping costs

If the return is due to a change of mind, return shipping costs are the customer's responsibility. If the item arrived defective or we made an error with your order, we'll cover return shipping — see Damaged or Defective Items below.

05

Refund processing

Once your return is received and inspected, we'll notify you of the approval or rejection of your refund. Approved refunds are issued to your original payment method within 5–10 business days of inspection. Original shipping fees are non-refundable, except for defective items or shipping errors on our part.

06

Damaged or defective items

If your scooter arrives damaged or defective, contact us within 48 hours of delivery with photos of the issue. Damaged or defective items are handled separately from this return policy and are covered by our 1-year parts warranty, which includes free replacement parts and shipping. Metro America is not responsible for damage resulting from accidents, misuse, or unauthorized modifications.

07

Exchanges

We currently don't offer direct exchanges. To get a different model or color, return your eligible item for a refund and place a new order.

08

Order cancellations

Need to cancel an order? Contact us as soon as possible. Orders that have already shipped can't be cancelled and must instead follow the return process above once delivered.

09

Questions

Reach our team at support@metro-america.com or visit our Contact page.