TRUE Refund & Exchange Policy
At TRUE, we aim to deliver the highest quality electric mopeds and transparent customer care. Our
refund and exchange policy complies with UK consumer law, and is designed to give you clarity and
peace of mind.
For Purchases (Buy or Rent-to-Own Plans)
We follow the Consumer Rights Act 2015, which entitles you to the following protections:
- 30-Day Fault Policy:
If your moped is found to be faulty, not as described, or not fit for purpose within 30 days of
purchase or delivery, you have the right to reject the vehicle and request a full refund. - Up to 6 Months:
If a fault emerges between 31 days and 6 months, we will offer a repair or replacement. If the issue
cannot be resolved after a reasonable number of attempts, you may request a partial or full refund. - Beyond 6 Months:
For faults arising after 6 months, we will assess on a case-by-case basis. You may still be entitled
to a repair, replacement, or partial refund if the issue can be shown to have been present at the time
of purchase. - Misrepresentation:
If the product is proven to have been misrepresented or critical information was withheld at the time
of sale, you may be eligible for a full refund under the Consumer Protection from Unfair Trading
Regulations 2008.
Note: We do not offer refunds if you simply change your mind after an in-store purchase.
For Rentals
Once a rental agreement has been signed and the moped handed over, we are unable to offer a full
refund. - If you experience any mechanical or electrical issues, we will swap your moped for another
available unit at no additional cost. - Our team will ensure that you are back on the road as quickly and safely as possible.
All rental mopeds are inspected before each handover to ensure quality and safety.
Additional Notes - Refunds (where applicable) will be processed within 14 days of agreement.
- Proof of purchase and the original agreement must be presented.
- This policy does not affect your statutory rights.
