Guarantees & after-sales service

Warranty and after-sales service process

In the event of a breakdown or malfunction, our priority is to get you back on the road as quickly as possible, at the lowest cost and with the minimum inconvenience for you.

For the vast majority of requests, the fastest and simplest solution is to visit a partner store with your proof of purchase. For cases handled remotely, a diagnostic video is essential. It must clearly show the total mileage (ODO), the vehicle serial number and the issue observed.

Support at a partner store

We work with an extensive network of electric scooter specialist stores across France.

The simplest and fastest route for your warranty claim

If you have a warranty issue with your electric scooter, visit one of our partner stores or an authorised repairer, bringing your proof of purchase and your vehicle.

The store opens the case directly with us, carries out an on-site diagnosis and handles all warranty-related procedures. You do not need to send your vehicle back by courier or manage any administrative formalities.

This approach saves you shipping costs, significantly speeds up the handling of your case and gives you a qualified local contact, with no extra charge compared with standard remote support.

See the map of partner stores and authorised repairers to find the service point nearest to you. The list and map are updated regularly as our network expands.

Remote diagnostic video

If you contact us before travelling, or if no partner is available near your home, this step can significantly speed up the handling of your case.

Why send a video?

The video allows us to assess the vehicle's condition accurately and make an initial diagnosis without you having to travel or physically send the scooter.

In around half of cases, the issue can be resolved entirely remotely, with no workshop intervention required.

When physical intervention is necessary, the video serves as supporting documentation to open the after-sales case and can be forwarded directly to the manufacturer to support your claim.

Mileage reading (ODO)

Total mileage is essential data for assessing the vehicle's wear level and determining the applicable support conditions.

It is displayed on the dashboard (display) or in the manufacturer's mobile app, depending on your scooter model.

Serial number (SN)

The serial number is usually engraved or affixed under the deck, on the motor housing or near the shock absorbers. Its exact location may vary depending on the model.

It ensures full product traceability, simplifies procedures with insurers and confirms the vehicle's authenticity during any technical intervention.

Warranty coverage and duration

Every new electric vehicle purchased from FōhzShop comes with 24 months of manufacturer warranty against manufacturing defects. The battery is covered by a separate 12-month warranty.

What the warranty covers

Electric scooters purchased new from FōhzShop are covered for 24 months against any manufacturing defect or hidden defect affecting their proper operation.

The battery is covered by a specific 12-month warranty. Its gradual wear, linked to the number of charge cycles and intensity of use, is considered normal and remains the owner's responsibility.

We cover technical failures occurring during use that complies with the manufacturer's recommendations and is reasonable given the vehicle's characteristics.

Our workshop and all our authorised partners are equipped with the appropriate tools and work directly with manufacturers, ensuring accurate diagnostics and effective repairs.

What the warranty does not cover

The following are excluded from warranty coverage: damage resulting from impact, a fall or an accident, oxidation and corrosion linked to use or storage conditions, normal wear of mechanical parts, punctures, consumables (brake pads, tyres, etc.) and deep or irreversible battery discharge.

Any unauthorised disassembly, modification of the electronic system or intervention not previously approved by our technical service results in immediate and permanent cancellation of the warranty.

FōhzShop reserves the right to refuse any support as soon as one of these exclusion conditions is identified during diagnosis.

Preventive maintenance

Strict compliance with the maintenance logbook is essential to maintain your warranty rights throughout the coverage period.

The first service must be carried out between 500 and 900 km. The frequency of subsequent services is determined by your actual usage and the intervals recommended by the manufacturer.

Some manufacturers require proof of maintenance before accepting any warranty claim. Without these documents, support may be partially or fully refused.

Other options if you cannot travel

When the partner network is not a viable option, our team remains available to explore an alternative suited to your situation and location.

Assistance and repair

After analysing your diagnostic video, we can offer several solutions: remote technical assistance for simple faults, an appointment at our workshop in Toulouse, or referral to the nearest authorised partner.

The solution chosen depends on the nature and complexity of the diagnosed fault, your geographical location and the desired intervention timeframe.

Collection by courier

As a last resort, when no other option is feasible, we can arrange collection of your scooter from your home by a courier specialising in electric vehicle shipping.

Shipping costs remain your responsibility in this case, regardless of the type of intervention: warranty repair, paid out-of-warranty repair or return under the right of withdrawal.

We benefit from preferential rates negotiated with our regular carriers. Feel free to contact us for a personalised quote before any shipment.

Tracking, returns and withdrawal

We keep you informed at every stage of the intervention, from receipt of the vehicle to its return. Repairs carried out under warranty are entirely free of charge. Out of warranty, a detailed quote is always sent to you by email before any work begins.

Each vehicle undergoes a series of real-world tests before being returned to its owner, to ensure all repaired systems are working properly.

FōhzShop accepts returns within 14 days of receipt, in accordance with the legal right of withdrawal, provided the product is intact, unused and returned in its complete original packaging.

For an electric scooter handled under warranty, we strongly recommend drop-off at a partner store: no return costs to expect. For postal returns (withdrawal, spare parts order or no nearby partner), shipping costs are your responsibility.

For returns of spare parts sent by post, a flat fee of €4 is deducted from the refund. For a scooter returned by yourself, shipping costs vary depending on the model and carrier chosen. Write to us at retour@fohzshop.fr before any shipment to obtain the applicable instructions and terms.

Need help?

Two options depending on your situation: support at a partner store for the fastest route, or our after-sales team for any questions before you travel.

Authorised repairers

We work with a network of specialist partner stores across France. This is the fastest and simplest solution for warranty support.

Visit a store with your proof of purchase and your scooter. The authorised repairer opens the case directly with us and handles all procedures, with no return costs for you and no extra charge.

See the map of partner stores and authorised repairers to find the service point nearest to you.

Contact us

A question before travelling, uncertainty about the progress of your case or need guidance towards the most suitable solution for your situation? Our after-sales team is here for you.

For any after-sales service request, write to us at sav@fohzshop.fr

For a product return or withdrawal request, contact us directly at retour@fohzshop.fr

You can also reach us via WhatsApp or by phone. All our contact details are available on the contact page.

Our commitment to you

At FōhzShop, we do everything we can to offer you the best possible experience with our electric scooters.

100% free delivery

No minimum purchase, everywhere in mainland France (excluding original spare parts).

Ultra-secure payment via Stripe

Credit card, Apple Pay, Google Pay, Klarna, PayPal, Link. 100% secure transactions.

Unbeatable prices guaranteed

The best prices on the market for quality scooters.

2 year warranty (1 year for batteries)

For all electric scooters and spare parts.

Ultra responsive customer service

Response in less than 1 hour, technical assistance 7 days a week.

Payment in installments or the following month

Spread your purchases over 2, 3 or 4 monthly payments at no additional cost, or pay the following month.