Returns & Refunds

Journ-E, Powered by BG Brothers Tech - Returns & Refunds Policy Effective date: 21/07/2026

We keep returns simple and honest. Every return, claim or repair starts on our Returns & Repairs page (/pages/returns), where you log a ticket and receive a reference number. There are three paths:

A. 7-Day Change of Mind (cooling-off) Under section 44 of the Electronic Communications and Transactions Act, online purchases carry a 7-day cooling-off period. You may return your order within 7 days of delivery for a full refund, provided the board is unused, unridden and undamaged, with all accessories, manuals and original packaging complete. Once your ticket is accepted, we arrange and pay for The Courier Guy collection. A board that has been ridden outdoors no longer qualifies as a change-of-mind return.

B. Damaged or Faulty on Arrival If your order arrives damaged, or a defect appears out of the box, log a Damaged/Faulty ticket within 7 days of delivery and email clear photos and a short video of the fault (and the packaging, if it arrived damaged) quoting your reference number. We pay the courier to bring the board back, and our certified electronics, battery and motor technicians assess it within 3–5 working days of arrival. If the fault is genuine, you choose a full refund, replacement or repair, and we pay the courier both ways. If the assessment shows the damage was caused by riding, impact, water, terrain, negligence or modification, the claim is declined — we will return the board to you or, if you prefer, quote you for a paid repair under Path C.

C. Service & Upgrades (paid) Boards that have been ridden, are out of warranty, or carry rider-caused damage are handled as paid service work — see the Warranty Policy for the full service terms. This path also covers wheel replacements and installs, and battery, motor and electronics repairs.

Refund processing Approved refunds go back to your original payment method. Allow 7–10 working days after approval, depending on your bank or payment provider.

What is not returnable Damage from riding, terrain, water exposure, reckless riding or negligence; boards with missing parts or packaging on a change-of-mind return; unauthorised repairs or modifications; and normal wear on wheels, grip tape, belts and bearings.

Your statutory rights Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002.

Questions? Email BGBrothersTech@gmail.com