Return Policy

General Return & Refund Guidelines
These are Segway-Ninebot's (“Segway-Ninebot”, “we” or “our”) General exchange Guidelines applicable only to products purchased by you directly from the If you purchase products through offline channels, please contact the final vendor who sells the products to you. All exchange must meet the overall guidelines in order for the individual return policy to apply.

All product exchange require a RMA service order number. You may obtain a service number by contacting Segway-Ninebot Support Hotline at 1800 070 031. (Monday to Friday from 09:00 am to 17:30 pm (Sydney Time). And you can also email us at
If you return items in which you've saved personal information, you must erase this information completely before sending the product back to us. For Segway-Ninebot Phone, you also need to log out Segway-Ninebot account before sending back to us.
Return shipping costs may be deducted from your refund depending on the reason for return. (i.e. if a return initiated for a defective product that powers on and works properly upon inspection).
Purchase of items (i.e. Ninebot KickScooter MAX), please keep the original package for at least 30 days within the return policy period in case any return or replacement request.
Products that are received by Segway-Ninebot in any of the following conditions are not eligible for return and will be rejected:
Any product not purchased from
Any product with missing, damaged, altered, or otherwise unreadable IMEI or serial number label, manufacturer model or part number label.
Any product that is returned without all original packaging is only applicable for change of mind returns. RMA/Warranty returns does not require original packaging. For accessories, including the manuals, cables and all other item originally included with the product are required for all returns.
Any product that exhibits physical damage.
Any product which appears tampered, customized, or altered in any way.
Any consumable product that already opened, such as towels, pillow, toothbrush, mask.
Standard Return Policy
For the products of proper quality or the products with manufacturing problems: return for refund or replacement within 30 calendar days from the invoice.

Return costs are free for refund and replacement returns of the same item within the return policy period, only provided the product are defective due to manufacturer reason.

Additional Return Information
Bundle Specials
Bundle Specials include two or more items that can be purchased together in order to receive a discount.

Items sold as part of the Bundle Specials may be returned individually for replacement within the applicable Return Policy Period for that individual item. Items sold as part of the Bundle Specials cannot be returned individually for a refund.

Promotional Items and Gifts
Segway-Ninebot may offer free promotional items with their products. To receive a full refund on a purchase that offers promotional items all items must be returned.

Change of Mind Policy
You may return or exchange your goods we delivered to you, you must be returned within 14 days from goods been delivered. The goods must with the original packaging, sealed and unopened. Refunds normally will be processed to your original payment within 3 business days or depend on your financial institutes.

Cancellation Policy
To cancel an order, please contact our Support team immediately at

Due to our commitment of fulfilling your orders in a timely manner, all orders are processed efficiently. There is no guarantee to be able to cancel the order once it have been placed.

No cancellation once your order is in process. You will have to receive your order and lodge a refund/ exchange request. For refund/exchanges, please refer to our return policy.

Once an order has been placed, no additional changes, modifications or edits can be made. Please place your order carefully.