Returns & Complaints
Returns & complaints
I received the wrong item - what to do?
My return has not been refunded yet, what should I do?
When will I receive my refund?
How long do I have to return items?
Can I return items from several orders together?
How does the battery deposit work?
Will I get a notification when my return arrives?
How can I return my order?
Returns
You want to return an item because it doesn’t fit or you just don’t like it? No problem. Here’s what you need to know.
- What are the conditions for a return?
To ensure your return is accepted, the following conditions must be met:
- The delivery date of the item is no more than 30 days ago.
- The item is new and unused (not installed, no scratches or damage from installation).
- The item is in its original, undamaged packaging, which is neither damaged nor taped. Please always use a sturdy shipping box to protect the original packaging during return.
- What documents do I need to enclose with a return?
Always include a copy of your invoice and write the reason for the return on it (e.g. "Doesn't fit", "Don't like").
- Who pays for return shipping?
You are responsible for the return shipping costs. Please note that we cannot accept freight collect packages. These will be returned to you.
- Will I get an exchange or a refund?
Returns are generally refunded. An exchange for another item is not possible.
- How long does it take to process a return?
We carefully inspect every return. Processing can take up to 14 days from the day we receive your return.
- What if my return does not comply with the regulations?
Items that do not meet our return conditions or are improperly returned will be sent back to the sender. Ignoring our return conditions may also result in additional fees.
- How can I prove that I sent the return?
We strongly recommend keeping the return receipt with tracking number until the return is fully processed. This serves as proof of shipment in case of questions.
- Which address should I send my return to?
Please send your return to the following address:
Streetbuzz Distribution GmbH
RETOUREN
Brachalmeth 4
66271 Kleinblittersdorf
Kleinblittersdorf
Germany
My item is damaged, what now?
Complaints (defect, damage)
Have you received an item that is damaged, does not match the description or has a defect? We're sorry about that! Here's how to file a complaint.
- How do I report a complaint?
Report the issue immediately by email to our customer service. This allows us to handle your case quickly and send you the necessary information for a possible free return.
E-mail: info@maxiscoot.com
Important: Include your order number and specify exactly which item(s) are affected. We also need a detailed description of the issue and ideally some photos showing the damage.
Damage or defect complaints must be reported within 30 days of receiving your delivery.
- When is a return shipment free of charge in case of a complaint?
We cover the return costs in the following cases:
- The item is incorrectly listed in our online store.
- The item was delivered damaged.
- The item differs significantly from the product description.
- The item has a manufacturing defect.
Important: You must contact us before sending the item back. We will then provide you with return instructions that allow free return shipping. If you pay for return shipping yourself without prior approval, we cannot reimburse you.
- What documents do I need to enclose with a complaint?
Always include a copy of the invoice. If the item is defective or incomplete, please also add a short handwritten note on the invoice copy describing the defect.
- Do I get a refund or an exchange for a complaint?
Complaints are generally refunded. A direct exchange is not possible.
- What about the manufacturer's warranty in case complaints?
All products are sold with the manufacturer’s warranty applicable to each product. We check whether your issue falls under this warranty.
- How long does it take to process my complaint?
We reserve the right to inspect each complaint thoroughly. Processing may take up to 14 days from receipt of the return.
- What if my complaint does not meet the requirements?
Items that are not received properly or do not comply with our complaint policy will be returned to the sender. Non-compliance may also incur additional fees.
- How can I prove I sent a complaint return?
We recommend keeping the return receipt including the tracking number until your complaint is fully processed. This serves as proof in case of further questions.
I received the wrong item - what to do?
You received the wrong or an incorrect item? That shouldn’t have happened — sorry! We'll sort it out quickly.
Just email us at info@maxiscoot.com and include the following information:
- Your order number
- The item number of the incorrectly delivered product
- The item you received instead
- A photo of the item you received
This helps us process your case quickly.
My return has not been refunded yet, what should I do?
Please check your return tracking number to confirm if your return has already been delivered to us. Normally, we process returns within 5 business days after we receive them. If your return has been delivered for more than 5 business days and you haven't received an email about your refund yet, please contact us by email: info@maxiscoot.com
Please provide the following information:
- Your order number
- Item numbers of the returned items
- The return tracking number and the name of the shipping service you used
- A copy of the return receipt (as PDF or JPG)
When will I receive my refund?
Refund after return
We refund the amount using the same payment method you selected when ordering.
If you paid by Klarna invoice, we will issue a credit note. If you’ve already paid Klarna, Klarna will handle your refund directly.
Important: We have no access to Klarna’s internal processing. Please contact Klarna directly if you have questions about the refund.
Can I exchange an item?
We do not currently offer exchanges. Please place a new order.
For return information, see the section "How can I return my order".
How long do I have to return items?
You have 30 days to return items. The period begins the day you receive your order. Important: The return must be shipped out by the 30th day at the latest.
Can I return items from several orders together?
Yes, you can return items from multiple orders in one shipment.. Please make sure that the respective order also includes
In this case, please include a separate copy of the invoice for each order and note the reason for return on each (e.g. “Doesn't fit”, “Don't like it”).
You can find information on returns under "How can I return my order".
How does the battery deposit work?
When you order a battery from us, we automatically include a battery deposit voucher worth €7.50 in the package.
This is how you get your deposit back:
- Return the old battery to an official recycling or disposal center.
- Have the deposit slip stamped there.
- Send us the stamped slip by e-mail or post.
- We will then refund the €7.50 deposit.
Important: Please do not send any batteries back to us - used batteries are considered dangerous goods and must not be sent by post.
Will I get a notification when my return arrives?
No, we do not send a separate confirmation when your return is delivered. Once the return has been processed and the refund issued, you will automatically receive an email from us.