Warranties & after-sales
Learn how our warranties work, the coverage conditions, and our after-sales service to support you when you need it.
Warranty and after-sales process
If something breaks down or stops working properly, our priority is to get you sorted as quickly as possible, at the lowest cost and with as little hassle as possible for you.
For any warranty, fault or repair request, always start by creating a support ticket from your customer account, before going to any shop. Attach a diagnostic video that clearly shows the total mileage (ODO), the vehicle serial number and the problem you have observed. Our team helps you remotely whenever possible, or refers you to the approved shop nearest to you.
Support at an approved shop
We work with a network of specialist electric scooter shops across France. Our team refers you to one of them after reviewing your support ticket.
Always create a support ticket before going to a shop
Before going to an approved shop, always create a support ticket on our website. We open your warranty case, review your diagnostic video and tell you which shop to contact if a repair is needed.
An approved shop may refuse a scooter that was not referred to it by our team. If you go there without a support ticket and the shop turns you away, we cannot be held responsible.
Once our team has referred you, simply drop off your scooter with your purchase invoice. The shop carries out the diagnosis and repair on site, with no shipping costs and no paperwork for you.
See the map of Authorised VOLT repairers to find the service points near you. The shop to contact is always confirmed in your support ticket.
Always create a support ticket before going to a shop
Before going to an approved shop, always create a support ticket on our website. We open your warranty case, review your diagnostic video and tell you which shop to contact if a repair is needed.
An approved shop may refuse a scooter that was not referred to it by our team. If you go there without a support ticket and the shop turns you away, we cannot be held responsible.
Once our team has referred you, simply drop off your scooter with your purchase invoice. The shop carries out the diagnosis and repair on site, with no shipping costs and no paperwork for you.
See the map of Authorised VOLT repairers to find the service points near you. The shop to contact is always confirmed in your support ticket.
Remote diagnostic video
Every support ticket must include a diagnostic video. It lets us review your request quickly, without you having to travel.
Why send a video?
The video lets us assess the condition of the vehicle accurately and make an initial diagnosis without you having to travel or ship the scooter.
In around half of cases, the problem can be resolved entirely remotely, with no workshop visit required.
When a physical repair is needed, the video is the supporting document used to open the after-sales case. We pass it on to the approved shop we refer you to and, if needed, to the manufacturer to back your claim.
Mileage reading (ODO)
Total mileage is essential for assessing how worn the vehicle is and determining the applicable cover conditions.
It appears 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 can vary by model.
It ensures full product traceability, simplifies dealings with insurers and confirms the authenticity of the vehicle during any technical intervention.
Why send a video?
The video lets us assess the condition of the vehicle accurately and make an initial diagnosis without you having to travel or ship the scooter.
In around half of cases, the problem can be resolved entirely remotely, with no workshop visit required.
When a physical repair is needed, the video is the supporting document used to open the after-sales case. We pass it on to the approved shop we refer you to and, if needed, to the manufacturer to back your claim.
Mileage reading (ODO)
Total mileage is essential for assessing how worn the vehicle is and determining the applicable cover conditions.
It appears 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 can vary by model.
It ensures full product traceability, simplifies dealings with insurers and confirms the authenticity of the vehicle during any technical intervention.
Warranty cover and duration
Every new electric vehicle bought from FōhzShop comes with 24 months of manufacturer warranty against manufacturing defects. The battery has a separate 12-month warranty.
What the warranty covers
Electric scooters bought new from FōhzShop are covered for 24 months against any manufacturing defect or latent defect that affects proper operation.
The battery has a specific 12-month warranty. Gradual wear linked to charge cycles and how intensively it is used is considered normal and remains the owner's responsibility.
We cover technical faults that occur during use that follows the manufacturer's recommendations and is reasonable given the vehicle's characteristics.
Our authorised partners have the right tools and work directly with manufacturers, which means accurate diagnostics and effective repairs.
What the warranty does not cover
The following are excluded from the warranty: damage resulting from an 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, any modification of the electronic system or any intervention not approved in advance by our technical team results in immediate and permanent cancellation of the warranty.
FōhzShop reserves the right to refuse cover whenever one of these exclusion conditions is identified during diagnosis.
Preventive maintenance
Strictly following the service schedule is essential if you want to keep your warranty rights throughout the cover period.
The first service must be carried out between 500 and 900 km. How often later services are due depends on your actual usage and the intervals recommended by the manufacturer.
Some manufacturers require proof of servicing before accepting any warranty claim. Without these documents, cover may be refused in part or in full.
What the warranty covers
Electric scooters bought new from FōhzShop are covered for 24 months against any manufacturing defect or latent defect that affects proper operation.
The battery has a specific 12-month warranty. Gradual wear linked to charge cycles and how intensively it is used is considered normal and remains the owner's responsibility.
We cover technical faults that occur during use that follows the manufacturer's recommendations and is reasonable given the vehicle's characteristics.
Our authorised partners have the right tools and work directly with manufacturers, which means accurate diagnostics and effective repairs.
Preventive maintenance
Strictly following the service schedule is essential if you want to keep your warranty rights throughout the cover period.
The first service must be carried out between 500 and 900 km. How often later services are due depends on your actual usage and the intervals recommended by the manufacturer.
Some manufacturers require proof of servicing before accepting any warranty claim. Without these documents, cover may be refused in part or in full.
What the warranty does not cover
The following are excluded from the warranty: damage resulting from an 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, any modification of the electronic system or any intervention not approved in advance by our technical team results in immediate and permanent cancellation of the warranty.
FōhzShop reserves the right to refuse cover whenever one of these exclusion conditions is identified during diagnosis.
Other options if you cannot travel
If there is no approved shop near you, our team works out a solution with you in your support ticket, suited to your situation and location.
Assistance and repair
Once we have analysed your diagnostic video, we can offer remote technical help for simple faults, or refer you to the nearest authorised partner.
Which solution we choose depends on the nature and complexity of the diagnosed fault, where you are and how quickly you need the work done.
Collection by carrier
As a last resort, when no other option is feasible, we can arrange collection of your scooter from your home by a carrier that specialises in shipping electric vehicles.
In that case, shipping costs remain your responsibility, whatever the type of intervention: warranty repair, paid out-of-warranty repair or return under the right of withdrawal.
We have preferential rates negotiated with our regular carriers. Create a support ticket to get a personalised quote before any shipment.
Tracking, returns and withdrawal
We keep you informed at every stage of the work, from receipt of the vehicle through to its return. Repairs carried out under warranty are entirely free of charge. Outside warranty, a detailed priced quote is always sent to you before any work starts.
Every vehicle goes through a series of real-world tests before being returned to its owner, to make sure all repaired systems are working properly.
FōhzShop accepts returns within 14 days of the date of receipt, in line 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 recommend dropping it off at the approved shop named in your support ticket, with no return costs for you. For a postal return (withdrawal, spare parts order or no shop nearby), 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 you ship yourself, the shipping cost varies depending on the model and the carrier chosen. Write to us at retour@fohzshop.fr before any shipment so we can give you the applicable instructions and terms.
Assistance and repair
Once we have analysed your diagnostic video, we can offer remote technical help for simple faults, or refer you to the nearest authorised partner.
Which solution we choose depends on the nature and complexity of the diagnosed fault, where you are and how quickly you need the work done.
Tracking, returns and withdrawal
We keep you informed at every stage of the work, from receipt of the vehicle through to its return. Repairs carried out under warranty are entirely free of charge. Outside warranty, a detailed priced quote is always sent to you before any work starts.
Every vehicle goes through a series of real-world tests before being returned to its owner, to make sure all repaired systems are working properly.
FōhzShop accepts returns within 14 days of the date of receipt, in line 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 recommend dropping it off at the approved shop named in your support ticket, with no return costs for you. For a postal return (withdrawal, spare parts order or no shop nearby), 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 you ship yourself, the shipping cost varies depending on the model and the carrier chosen. Write to us at retour@fohzshop.fr before any shipment so we can give you the applicable instructions and terms.
Collection by carrier
As a last resort, when no other option is feasible, we can arrange collection of your scooter from your home by a carrier that specialises in shipping electric vehicles.
In that case, shipping costs remain your responsibility, whatever the type of intervention: warranty repair, paid out-of-warranty repair or return under the right of withdrawal.
We have preferential rates negotiated with our regular carriers. Create a support ticket to get a personalised quote before any shipment.
Need help?
Always start with a support ticket. Our team helps you remotely whenever possible, or refers you to an approved shop near you.
Open a support ticket
For any warranty, fault or repair request, create a ticket from your customer account. This is always the first step, before going to any shop. You can attach your diagnostic video and track the progress of your case.
Go to your Support tickets to create a new ticket and exchange with our team.
For a product return or a 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.
Authorised repairers
We work with a network of specialist partner shops across France. We refer you to one of them after reviewing your support ticket.
Do not go to a shop without a support ticket. Once our team has told you which shop to go to, bring your scooter and your purchase invoice, with no return costs and no extra charge for you.
See the map of Authorised VOLT repairers to find the service point nearest to you.
Open a support ticket
For any warranty, fault or repair request, create a ticket from your customer account. This is always the first step, before going to any shop. You can attach your diagnostic video and track the progress of your case.
Go to your Support tickets to create a new ticket and exchange with our team.
For a product return or a 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.
Authorised repairers
We work with a network of specialist partner shops across France. We refer you to one of them after reviewing your support ticket.
Do not go to a shop without a support ticket. Once our team has told you which shop to go to, bring your scooter and your purchase invoice, with no return costs and no extra charge for you.
See the map of Authorised VOLT repairers to find the service point nearest to you.