Customer care
Returns & refund policy
We want you to love your Inokim. If something isn't right, here's exactly what you can expect. This policy doesn't limit your rights under South African law.
1. Changed your mind? 7-day cooling-off
If you bought online (website card payment, EFT or WhatsApp order), you may cancel and return your scooter within 7 days of delivery for any reason, as allowed by the Electronic Communications and Transactions Act.
- The scooter must be unused (no more than a short test on delivery), undamaged and complete with charger, accessories, manuals and original packaging.
- You pay the cost of returning it to our Johannesburg showroom, or you can drop it off yourself.
- If the scooter has been ridden, scratched or is missing parts, we may deduct the cost of restoring it to sellable condition.
2. Faulty scooter? 6-month defect protection
Under the Consumer Protection Act, if your scooter has a manufacturing defect within 6 months of delivery, you can choose a repair, a replacement or a refund. We collect faulty scooters at our cost.
After 6 months, your scooter remains covered by our 12-month warranty on the motor, battery, controller and frame.
3. Wrong or damaged on delivery
Please check your scooter when it arrives. If it's damaged in transit or not what you ordered, tell us within 48 hours with photos, and we'll collect it and send the correct or a new scooter at no cost to you.
4. What isn't covered
- Normal wear and tear: tyres, tubes, brake pads and grips.
- Damage from crashes, misuse, water submersion, jumps or unauthorised modifications or repairs.
- Opened helmets and personal-fit accessories, for hygiene reasons (unless faulty).
5. How to request a return
- Contact us on WhatsApp, call +27 73 442 1130 or email info@inokim.co.za with your order number, name and the reason for the return.
- We'll confirm within 2 business days and arrange collection or drop-off.
- Once we've received and inspected the scooter, we'll confirm your refund, repair or replacement.
6. Refunds
- Approved refunds are paid within 30 days of us receiving the scooter, usually much sooner.
- Card payments are refunded to the same card; EFT payments to the bank account they came from.
- For a change-of-mind return, the original delivery cost isn't refunded. For faulty or wrong items we refund in full.
- Finance purchases through Merchant West are cancelled or settled with them directly.