Returns & Refunds

This policy explains how to cancel an order, return a THOR product or request a refund when you buy directly from this website. It does not affect your statutory rights.

Pre-orders

If you have pre-ordered a THOR scooter, you can cancel at any time before it is dispatched and we will refund you in full.

Changed your mind?

You can cancel your order without giving a reason by telling us within 14 days of receiving it. You then have a further 14 days to send the goods back to us.

To start a return, email sales@philex.com with your order number and the item you are returning.

Unless we agree otherwise, you are responsible for the cost of returning goods when you have changed your mind.

THOR scooters contain a lithium-ion battery, so please contact us before sending yours back. We will advise you on how to pack it and which couriers can carry it.

You can examine your scooter as you would in a shop. If it has been handled beyond what is needed to check it, for example ridden outdoors, we may reduce your refund to reflect any loss in value.

Faulty, damaged or incorrect goods

If your THOR scooter arrives faulty or damaged, develops a fault, or is not what you ordered, contact us as soon as possible at technical@philex.com or on +44 (0) 1234 263737.

We will explain whether a repair, replacement or refund applies and, where required, arrange the return or reimburse your reasonable return costs. Please don't dismantle or attempt to repair the scooter before speaking to us.

Refunds

If you cancel within the cancellation period, we will refund the price you paid for the product and any standard delivery charge. If you chose a more expensive delivery option, the extra cost is not refundable.

We will refund you to your original payment method within 14 days of receiving the goods back, or of you giving us evidence that you have sent them, whichever is earlier. We may hold the refund until the goods or proof of return reach us.

Your bank or payment provider may take a few extra days to show the refund on your account.

Changing an order before dispatch

If you need to change your order, contact us as soon as possible. We will help where we can, but once an order has been dispatched we may not be able to change it.

Model cancellation form

If you'd like to, you can complete and return this form to cancel your contract. Send it to Philex Electronic Limited at the address below or email it to sales@philex.com.

To: Philex Electronic Limited, Philex House, Kingfisher Wharf, London Road, Bedford, Bedfordshire, MK42 0NX, United Kingdom. Email: sales@philex.com

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*],

Ordered on [*] / received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate.

Contact us

Philex Electronic Limited
Company number 03391238
Philex House, Kingfisher Wharf, London Road, Bedford, Bedfordshire, MK42 0NX, United Kingdom
Email: sales@philex.com
Telephone: +44 (0) 1234 263737
Opening hours: 8am to 5pm, Monday to Friday