Returns, Exchanges & Refund Policy

At apolloscooters.ae, we are committed to supplying genuine Apollo products, accurately described and professionally supported throughout the Middle East.

Due to the nature, value, size, safety requirements and lithium-ion battery systems of electric scooters, we do not generally accept returns or exchanges for change of mind once an order has been dispatched.

This Returns, Exchanges & Refund Policy applies to purchases made directly through apolloscooters.ae, operated and managed by Monster Middle East FZE, the exclusive regional distributor and official brand representative for Apollo Scooters across the Middle East.

Nothing in this policy excludes, restricts or modifies any mandatory consumer right or remedy that cannot lawfully be excluded under applicable law.

1. General Return Policy

All sales through apolloscooters.ae should be considered final once the order has been dispatched, except where:

• The product is confirmed defective

• The incorrect product was supplied

• The product was materially damaged before or during delivery

• The product was materially incomplete when delivered

• A return, replacement, repair or refund is required under applicable consumer law

• Monster Middle East expressly authorizes a return in writing

We do not generally accept returns because a customer:

• Changes their mind

• No longer wants or needs the product

• Selects the wrong model, size, colour or specification

• Finds the product available elsewhere at a different price

• Decides after delivery that the product does not suit their personal preference

• Is unable to use the scooter because of local riding restrictions, permit requirements or changes in regulations

• Has used or ridden the scooter and subsequently decides not to keep it

Customers are encouraged to review product specifications, dimensions, performance information, local regulations and suitability carefully before completing their purchase.

2. Order Cancellation Before Dispatch

If you wish to cancel an order before it has been dispatched, contact us immediately:

apolloscooters@monsterme.com

We will make reasonable efforts to stop fulfilment.

Cancellation is not guaranteed once an order has entered warehouse processing, packing, courier booking or dispatch.

If an order has already been dispatched, it will generally be treated as a completed sale and this Return Policy will apply.

3. Used or Ridden Scooters

Used or ridden scooters are not eligible for change-of-mind return or exchange.

Evidence of use may include:

• Recorded mileage

• Tire wear

• Brake wear

• Road dirt or debris

• Scratches or cosmetic marks

• Product activation

• Signs of outdoor use

• Modification or alteration

This restriction does not affect mandatory rights relating to a confirmed defect or other rights that cannot legally be excluded.

4. Damaged, Defective, Incomplete or Incorrect Products

If your product arrives damaged, defective, materially incomplete or different from what you ordered, please contact us as soon as reasonably possible.

For visible shipping damage, we strongly recommend reporting the issue within 48 hours of delivery.

Please retain:

• Product

• Original carton and packaging

• Accessories

• Manuals and supplied components

• Shipping labels

• Proof of purchase

Take clear photographs or videos showing:

• Outer shipping carton

• Packaging condition

• Product condition

• Damage or defect

• Serial number

• Any missing or incorrect items

Contact:

apolloscooters@monsterme.com

Reporting visible transit damage within 48 hours allows us to investigate efficiently with our logistics partners. This reporting period does not remove any mandatory consumer rights that may apply.

5. Dead on Arrival Products

If your scooter is non-functional when first received, stop using it and contact us immediately.

Do not:

• Attempt unauthorized repairs

• Open the battery

• Open sealed electrical components

• Modify wiring

• Replace internal components

• Continue riding a scooter displaying a potentially serious fault

Our support team may conduct remote troubleshooting and request photographs, videos, diagnostic information, app data or other reasonable evidence before determining the appropriate next step.

6. Assessment Before Return Authorization

A reported issue does not automatically mean the complete product must be returned.

Depending on the issue, our technical team may first provide:

• Remote troubleshooting

• Technical guidance

• Software or configuration assistance

• Replacement component

• Spare part

• Authorized local repair

• Workshop inspection

Where appropriate, repairing or replacing the affected component may resolve the issue without requiring replacement of the complete scooter.

7. Available Remedies

Where a valid defect or other qualifying issue is confirmed, the appropriate remedy will be determined in accordance with the circumstances and applicable law.

Depending on the case, this may include:

• Repair

• Replacement component

• Replacement part

• Authorized service

• Exchange

• Replacement product

• Refund where required or otherwise approved

A full product replacement or refund is not automatically available where an issue can reasonably and lawfully be resolved through repair or replacement of the affected component.

Nothing in this section limits any remedy that must be provided under applicable law.

8. Return Authorization Required

Products must not be returned without prior written authorization.

To request assistance, contact:

apolloscooters@monsterme.com

Please provide:

• Full name

• Order number

• Contact number

• Country and city

• Product model

• Serial number

• Detailed description of the issue

• Clear photographs or videos

• Copy of purchase invoice or receipt

If purchased from an authorized retailer, please provide a copy of the retailer invoice showing the purchase date, model and seller details.

Products sent without authorization may be refused or experience processing delays where permitted by law.

9. Products Purchased from Authorized Retailers

If your Apollo product was purchased from an authorized retailer, dealer, marketplace or other approved sales partner, that seller's applicable return and refund policy will generally govern returns made directly to that seller.

For warranty support relating to Apollo products officially supplied by Monster Middle East, contact:

apolloscooters@monsterme.com

Valid proof of purchase from an authorized retailer will be required.

10. Inspection of Returned Products

Any product authorized for return may be inspected before a final resolution is approved.

Inspection may include:

• Serial number verification

• Product condition

• Mileage

• Tires and brakes

• Battery condition

• Electronics

• Physical damage

• Water exposure

• Signs of misuse

• Unauthorized modification

• Missing accessories

• Original packaging

If inspection determines that the reported issue resulted from misuse, accident damage, improper maintenance, unauthorized modification, water ingress, wear and tear or another non-covered cause, warranty or return approval may be declined where permitted by law.

11. Return Shipping Costs

For a confirmed defect, incorrect shipment or qualifying issue, shipping or collection costs will be handled in accordance with applicable law and the approved resolution.

Where Monster Middle East exceptionally agrees to accept a return that is not legally required, the customer may be responsible for:

• Original shipping cost

• Return shipping

• Courier charges

• Customs costs

• Handling charges

• Inspection charges

• Reshipping charges

Any applicable costs will be communicated before the return is authorized where practical.

12. Lithium Battery Transportation

Apollo scooters contain lithium-ion batteries subject to transportation and carrier safety requirements.

Customers must not independently ship a scooter or battery without receiving return instructions.

Never ship a battery that is:

• Swollen

• Leaking

• Punctured

• Physically damaged

• Overheating

• Showing signs of thermal damage

If you suspect a battery safety issue, stop using and charging the product immediately and contact:

apolloscooters@monsterme.com

13. Accessories, Spare Parts & Upgrade Kits

Accessories, spare parts and upgrade kits are generally non-returnable once:

• Opened

• Installed

• Used

• Activated

• Damaged

• Removed from sealed packaging where return would create a safety or resale concern

Incorrectly supplied or confirmed defective items will be handled in accordance with applicable law and warranty terms.

14. Non-Returnable Products

Except where required by applicable law or expressly approved in writing, we do not accept returns or exchanges for:

• Used or ridden scooters

• Change-of-mind purchases

• Installed spare parts

• Installed upgrade kits

• Used accessories

• Products damaged through misuse

• Products damaged through accident

• Products modified without authorization

• Products repaired by unauthorized parties

• Personalized or special-order products

• Clearance or final-sale products where legally permitted

• Gift cards or digital products where applicable

• Products without valid proof of purchase

15. Exchanges

Exchanges are not generally offered for change of mind.

Where an exchange is required by applicable law or expressly approved by Monster Middle East, replacement is subject to stock availability.

If the identical product is unavailable, an appropriate alternative resolution may be offered.

16. Refunds

Refunds are not generally provided for change-of-mind purchases.

Where a refund is required by applicable law or expressly approved, it will normally be returned to the original payment method.

Depending on the bank, card issuer, payment gateway, instalment provider or Buy Now, Pay Later provider, additional processing time may apply before funds appear in the customer's account.

17. Pre-Orders

Pre-order products may have specific cancellation and delivery conditions displayed at the time of purchase.

Customers should review those conditions carefully before placing a pre-order.

Once a pre-order has entered fulfilment or been dispatched, the standard provisions of this policy will generally apply, subject to mandatory consumer rights.

18. Refused or Undeliverable Orders

Refusing delivery does not automatically create a right to a refund.

If an order is returned because of:

• Refused delivery

• Incorrect delivery information

• Repeated missed delivery attempts

• Failure to collect the shipment

• Unreachable recipient

reasonable return shipping, storage, customs, handling or reshipping charges may apply or may be deducted from any amount otherwise refundable where permitted by law.

Please refer to our Shipping & Delivery Policy.

19. Local Riding Regulations Are Customer Responsibility

E-scooter laws vary across the Middle East.

Before purchasing, customers should confirm that the product is suitable for their intended use and understand applicable:

• Riding zones

• Speed restrictions

• Age requirements

• Permit requirements

• Registration requirements

• Road-use restrictions

• Local regulations

A customer's inability to use a scooter in a particular location because of applicable laws, restrictions, permit requirements or subsequent regulatory changes does not, by itself, constitute a product defect or create a right to a change-of-mind return.

Mandatory consumer rights remain unaffected.

20. Abuse, Fraud & Misrepresentation

To the extent permitted by applicable law, we reserve the right to investigate or decline claims where there is reasonable evidence of:

• Fraud

• Intentional product damage

• False defect claims

• Serial-number manipulation

• Component substitution

• Unauthorized modification

• Deliberate misuse

• Misrepresentation of product condition

This provision does not restrict legitimate warranty or statutory consumer claims.

21. GCC & Middle East Purchases

Return and consumer rights may vary by country.

Cross-border cases may additionally involve:

• Lithium battery transport restrictions

• Customs procedures

• Import or export documentation

• Duties and taxes

• Courier limitations

• Local consumer protection requirements

Where mandatory consumer protection laws applicable to a transaction provide rights beyond this policy, those mandatory rights will apply to the extent required by law.

22. Returns vs Warranty Claims

A return request and a warranty claim are not the same.

A return request concerns whether a product may be returned after purchase.

A warranty claim concerns a suspected manufacturing defect or other covered product failure.

A scooter that develops an issue during ownership will generally be handled through our Warranty & Support process rather than as a product return.

Please refer to our Warranty Coverage Policy for full details.

23. Consumer Rights

Nothing in this policy is intended to exclude, restrict or modify any mandatory right or remedy available under applicable consumer protection law.

Depending on applicable law, customers may have statutory rights where goods are:

• Defective

• Damaged

• Incomplete

• Incorrectly supplied

• Materially inconsistent with their description or agreed specifications

• Otherwise subject to a mandatory statutory remedy

Where this policy conflicts with a mandatory provision of applicable law, the mandatory legal requirement will prevail.

24. Contact Apollo Scooters Middle East

For returns, warranty assessment, product issues or order assistance:

apolloscooters@monsterme.com

Please include your order number, serial number, proof of purchase and relevant photographs or videos so that our team can assist efficiently.

Buy With Confidence

Purchasing through apolloscooters.ae means purchasing through the official Apollo Scooters Middle East channel, backed by Monster Middle East, genuine regional products, authorized support, genuine parts and regional warranty coverage.

Our objective is simple: resolve genuine product issues fairly and efficiently while maintaining the safety, quality and integrity expected from Apollo Scooters.