Damaged or missing items

Damaged in transit
We’re very sorry to hear that your product has arrived damaged and we’ll roll our sleeves up to help as quickly as possible.

To help us make this right, please send an email to help@pureelectric.com including your order number (beginning PS), photos of the product that show the damage incurred alongside a short description.

We’ll be in touch with next steps on how we will rectify the situation.

Missing Items
Due to the size of our parcels, it is easy for small parts to be hidden and appear missing.

If you’re struggling to locate the screws for your e-scooter, these are often kept in a small bag taped to the e-scooter.

Chargers are often packaged within a small cardboard box inside the packaging, so be careful not to throw these away.

If you ordered accessories your e-scooter, dependent on their size they may have been shipped separately or may be tucked inside the box with your larger item.

If you are still having trouble locating part of your order, please get in touch with us by emailing help@pureelectric.com, including your order number (beginning PS) in the subject line and a short description of what is missing and we’ll be in touch with next steps on resolving the issue.