Refund policy

Return and Refund Policy

ONECNA provides dedicated local support across North America and Europe. With operational warehouses in the United States, Canada, and the EU, we ensure efficient logistics and professional service while maintaining strict safety standards for electric scooter transportation.

1. Order Cancellation & Intercept

Pre-Shipment: You may cancel your order for a full refund before the tracking number is generated.
In-Transit Intercept: If the unit has already been processed or picked up by carriers, a fixed Intercept Fee applies: $120 USD / $165 CAD / €110 EUR.
Refused Shipments: If a shipment is refused at delivery without prior ONECNA authorization, the customer is responsible for double the original shipping cost (outbound and inbound).

✅ Quality Issues (Within 14 Days)

If your ONECNA electric scooter exhibits a manufacturing defect confirmed by our technical team within 14 days of delivery (including EU 14-day mandatory right of withdrawal):

Shipping Costs: ONECNA will cover 100% of the return shipping costs.
Resolution Options: Free repair, replacement parts, or a full refund/exchange.
Terms: You must provide video/photo evidence. The odometer must read under 10 miles (16 km).

2. Non-Quality Returns (Change of Mind)

If you wish to return your electric scooter for any personal or subjective reasons—including "Change of Mind" or "Purchased by mistake"—within 14 days, the following terms apply:

Restocking Fee: A flat $130 USD / $180 CAD / €130 EUR Restocking Fee applies per unit.
Return Shipping Fee: A $160 USD / $220 CAD / €150 EUR fee will be deducted from the refund amount.
Original Shipping: Outbound shipping costs are non-refundable.
Odometer Limit: Scooter must be in "As-New" condition with less than 10 miles on the odometer.
⚠️ For accessory orders: Returns are NOT allowed if there are no quality defects. We will not issue any refund if you send back accessories without authorization for non-quality reasons.

📦 Mandatory Packaging & Safety Compliance

*Reference the "Standard Packing" on the left. Distorted or bulging boxes (right) will be rejected.

Lost Original Packaging: You MUST purchase a heavy-duty, double-walled corrugated box from a shipping center (e.g., The UPS Store).

Anti-Bulging Surcharge: If the package is bulging due to improper packing, a $150 USD / $210 CAD / €140 EUR Logistics Surcharge will be deducted from your refund.

3. Returns After 14 Days

After 14 days, your scooter is covered under the ONECNA Warranty Policy. Refunds are not accepted unless authorized for exceptional cases.

Return Shipping Fee: $160 USD / $220 CAD / €150 EUR.
Depreciation: A 20% - 30% Fee will be deducted based on mileage/wear.
HARD LIMIT: No returns are accepted if the odometer exceeds 20 miles or if there is water damage.

4. The RMA & Refund Process

Request: Email support@onecnascooter.com for an RMA number.
Verification: Submit 5 photos of the sealed box and a clear photo of the odometer.
Bundled Items: All original accessories and "Free Gifts" must be returned. Missing items will be deducted at their full retail value.
Payout: Once inspected (3-5 days), refunds are issued to the original payment method within 10 business days.