Returns & Refunds
Return guidance, refund checks and support steps.
Returns and refunds
Three clear paths, all started from our Returns & Repairs page. 7-Day Change of Mind: return an unused, unridden board in its complete original packaging within 7 days of delivery for a full refund - we arrange the collection. Damaged / Faulty on Arrival: report within 7 days with photos and video; if the fault is genuine we cover the courier both ways and you choose a refund, replacement or repair. Service & Upgrades: ridden, out-of-warranty or user-damaged boards are handled as paid service work, quoted before anything happens.
Return condition
The board, charger, remote, packaging and included parts must be returned together. A board that has been ridden outdoors no longer qualifies as a change-of-mind return - it moves to the paid Service route. Damage from riding, terrain, water, negligence or modification is not returnable.
How to start
Log your ticket on the Returns & Repairs page with your order number - you’ll get a reference number and instructions to email your photos or video. Assessment happens within 3-5 working days of the board reaching us; approved refunds go back to your original payment method within 7-10 working days.
Need help choosing a board? Contact us before ordering and we’ll guide you to the right Journ-E model.