This Return Terms and Conditions is an integral part of Store.segway.com Sales of Goods Terms & Conditions ("Agreement"). It is provided herein for your convenience. Sales and/or purchase of products from store.segway.com shall be subject to the terms and conditions of Agreement, which includes the Return T&C. The Agreement is available at: https://store.segway.com/sales-of-goods-t-c. This Agreement and Return T&C only apply to transactions at Store.segway.com.
Your rights to cancel an order and/or return shall be governed by this Return T&C except to the extent that store.segway.com explicitly offers you different rights in writing in certain transactions and you accept it. For such a transaction (i.e., different terms offered and accepted), the Return T&C shall be deemed modified to the extent by such different terms and conditions, and the rest of Return T&C shall apply.
For clarity, the Return T&C shall NOT affect: (i) your product warranty rights, (ii) your right to return wrong product(s) delivered by store.segway.com due to its fault, (iii) your right to receive a full refund due to non-delivery, and (iv) any of your other legal rights that are not modified by this agreement and/or cannot be changed by this agreement.
This Return T&C does NOT apply to any product warranty claims. If you have a warranty claim for a product purchased from Store.segway.com, your warranty rights and claims shall be governed by the terms and conditions for product warranty sold at store.segway.com, which is an integral part of the Agreement, available at: https://store.segway.com/sales-of-goods-t-c.
(Note: the terms and conditions for product warranty sold at store.segway.com may be different from the manufacturer limited warranty furnished with the products when you purchase it, and in the event of conflict, the store.segway.com warranty terms shall prevail.)
If you purchase a Segway and/or Ninebot branded product from other persons,
| Scenario | What You Can Do | Fees & Refund | Notes |
|---|---|---|---|
| Self-service cancellation window (0.5-6.5 hours) | Log in to your account and click "Cancel Order" from 30 minutes after order to 6.5 hours. *Please wait 30 minutes after your order is confirmed for the cancellation button to appear. | Full refund. | You MUST cancel your order through self-service within 6.5 hours for a full refund. After this period, please refer to the "Order Processing & Shipping" section for applicable restocking fees. |
| Change shipping information or failure to apply a coupon | Cancel your order as described above. Then, place a new order with the correct shipping information or coupon code. | Full refund. | Same as above. |
| Scenario | What You Can Do | Fees & Refund | Notes |
|---|---|---|---|
| Order shipped but want to cancel | Refuse delivery at the time of receipt. | We will charge a restocking fee. The fee will be directly deducted from your refund. | Please notify us in advance. The package must be returned and inspected before the refund can be processed. |
| Refuse package | Refuse delivery, treated as return. | Same as above. | Same as above. |
| Shipping damage or loss (with third-party shipping protection) | Submit claim on shipping protection provider's platform with proof. | Free replacement or full refund by the provider (except for shipping and return protection fee). | If you have purchased third-party shipping protection with your order, please file your claim directly with the provider (e.g., Seel). All claims and refunds under such coverage are solely governed by the provider's own terms and conditions, not by Segway. |
| Shipping damage or loss (without third-party shipping protection) | Contact Customer Service. | Segway only pays the shipping fee for non-returned orders totaling $99 or more. However, Segway is not liable for any loss or damage that may occur during transit. Risk of loss or damage to your order passes to you after your product is tendered to the first carrier. For customers who did not purchase shipping protection and whose package is confirmed as lost during transit, Segway may, as a one-time courtesy and at its sole discretion, offer a promotional coupon equal to 20% of the total order value, capped at $100. | Such courtesy compensation does not constitute a refund, replacement, assumption of risk of loss, or admission of liability, and does not alter Segway's terms and conditions of shipping, return and refund. To safeguard your purchase, we strongly recommend adding shipping protection services or insurance, which provides coverage for loss, damage, or other shipping-related incidents. |
The return window starts on the FedEx "Delivered" date, which is counted as Day 1.
| Product Condition | Fees & Refund | Notes |
|---|---|---|
| Package unopened, product unused, original packaging intact (without third-party return protection). | We will charge a restocking fee. We will provide you a return shipping label. See Section 4 for details of the refund process. | Please contact Customer Service. After receiving the returned package, we will inspect the item before processing the refund. |
| Package unopened, product unused, original packaging intact (with third-party return protection). | Full refund by the provider, except for the shipping and return protection fee. | Please file a claim directly with the provider (e.g., Seel) and follow the provider's return instructions. |
| Package opened / Product used. | No return, no refund. | NA. |
| Malfunction, missing parts, damage. | Repair, replacement, or refund according to your product's warranty terms. Please find your product's warranty terms at: https://service.segway.com/. | Please contact Customer Service and provide photos/videos as proof for evaluation. |
| Wrong Model/Accessories Shipped. | Free replacement (swap required). A replacement will be provided after the originally shipped unit/accessory is returned. We do not send a new item until the incorrect item has been received and verified. | Please contact Customer Service and provide photos/videos as proof for evaluation. |
The following fees apply to returns of unopened and unused products. The restocking fee will be deducted from the refund amount. The restocking fee covers Segway's costs associated with handling your order, forward and backward shipping, and processing your returned product.
| Model | Restocking Fee |
|---|---|
| GT3 Pro | $405 |
| GT3 | $285 |
| Max G3 | $225 |
| Max G2 | $210 |
| ZT3 Pro | $195 |
| F3 | $150 |
| G30P | $150 |
| G30LP | $120 |
| E3 Pro | $105 |
| E2 Pro | $90 |
| E2 Plus II | $60 |
| DLX2 Pro | $75 |
| Ninebot S2 | $90 |
| C2 Pro | $45 |
| C2 | $35 |
| C2 Lite | $30 |
| GoKart Pro 2 | $405 |
We do not accept any returns or exchanges after 30 days from the delivery date. Any product concerns raised beyond this period will be handled exclusively under the applicable warranty policy.
Please note that Segway is not responsible for any loss or theft that occurs after delivery has been confirmed. In certain cases, customers who have already received and activated their products subsequently report them as stolen and request tracking assistance, remote disabling, or product replacement. Segway is unable to provide such services. Post-delivery theft falls outside the scope of the standard warranty, return, and refund policies.
Subject to Section 1 or unless otherwise required by law, there is no right to return for the following:
Excluded Products: A refund is available only if you cancel within the 0.5 to 6.5-hour cancellation window for the following items:
| Category | Returnable? | Notes |
|---|---|---|
| Accessories and Parts | ❌ No | If defective, please refer to the "After Receiving" section. |
| Gifts | ❌ No | No exchanges or refunds. |
| Flash Sale Items | ❌ No | Warranty applies only. |
| Items Marked "SOLD AS IS" | ❌ No | Sold in current condition. |
| Third-Party Shipping Protection (e.g. Seel Worry-Free Delivery®) | ❌ No | Must be cancelled within the 6.5-hour cancellation window together with your order. |
| Third-Party Return Protection (e.g. Seel Worry-Free Return) | ❌ No | Must be cancelled within the 6.5-hour cancellation window together with your order. |
Excluded Transactions: No right to return for the following transactions / reasons:
The entire refund process may take up to 25–30 business days after the returned item is received. Your payment method and bank processing time may affect the actual refund processing time.
If your original payment card or account has been closed or disabled, Segway will issue the refund via ACH. You will be asked to provide your bank account information to complete the refund.
| Stage | Action | Processing Time | Notes |
|---|---|---|---|
| 1. Receive Returned Item | Inspect condition & completeness. | 1–3 business days after Segway receives your returned item. | Refund amount may be reduced proportionally for any damage or missing parts. |
| 2. Initiate Refund | System processes compliant returns. | 1–10 business days. | Eligible refunds will be processed at this stage. |
| 3. Funds Credited | To original payment method. | 7–14 business days. | Actual credit time depends on the bank or payment processor. |
Please contact Customer Service to obtain an Authorization (such as a Work Order Number) before returning any item.
(a) Any special terms for a transaction, such as promotion, discount, free-shipping, different return T&C, extended warranty, other benefits, shall apply only to sales that are complete when such special terms are available. If a transaction having such special terms is cancelled or products are returned, such special terms will NOT be extended, carried over or reserved for a later transaction.
(b) Any coupon / store.segway.com credit used for payment will be refunded / returned by the same, and they shall not be refunded by cash.
(c) If you earn any benefits, such as Segway Mileage points, from purchases that are later cancelled or the products are later returned, such benefit shall be voided / forfeited.
Segway strives for safe and complete delivery of all orders. While Segway is not responsible for loss, damage, or delivery errors that occur during transit, our team will assist in guiding customers through the appropriate claims process when needed.
DISCLAIMER FOR SEEL WORRY-FREE PURCHASE®:
OPTIONAL SHIPPING PROTECTION AND RETURN PROTECTION SERVICES PURCHASED AT CHECKOUT ARE PROVIDED AND ADMINISTERED SOLELY BY INDEPENDENT THIRD-PARTY PROVIDER, SEEL INC. THESE PROTECTION SERVICES ARE SEPARATE FROM SEGWAY'S SHIPPING AND RETURN TERMS AND CONDITIONS. IF YOU HAVE PURCHASED SEEL'S PROTECTION SERVICES AND NEED TO FILE A CLAIM, PLEASE VISIT RESOLVE.SEEL.COM/SEGWAY. PROTECTION BENEFITS MAY INCLUDE COVERAGE FOR DAMAGED, LOST, OR DELAYED (DELAY COVERAGE IS CAPPED AT $10) SHIPMENTS, AND OTHER BENEFITS AS OUTLINED IN YOUR PROTECTION TERMS. FOR QUESTIONS ABOUT PROTECTION COVERAGE BEFORE FILING A CLAIM, PLEASE REVIEW YOUR CONFIRMATION EMAIL SENT BY SEEL FOR SPECIFIC TERMS.
(a) If damages / loss of returned products and/or failure to comply with the return terms and conditions are due to our fault, you will not be responsible for it.
(b) This Return T&C is NOT a warranty.
(c) We reserve all the right for the final explanation. We reserve the right to modify and change the Return T&C at any time.
Customer Service Hotline: 1-866-4SEGWAY (1-866-473-4929).
Customer Service Email: technicalsupport@segway.com.
Hours: Mon-Fri, 7AM to 4PM Pacific.