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Returning your board

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Within 1 month of delivery – Brand new & unused

Unwanted / changed mind

Please contact our customer service team via email ([email protected]) within 30 days of receipt to let us know you intend to return the board. The board must be in a fully resaleable condition so, it must arrive in its original packaging, unused and unmarked for a full refund to be processed. To return the board, we recommend using an online parcel delivery company, such as Parcel2Go. We can provide a returns label but, there would be a charge of £12.95 for this service, which we will deduct from any refund once the board arrives back with us. Once received, we will assess the board in our workshop and, provided it is unused, we will issue the appropriate refund.

Unwanted but opened

Please contact our customer service team via email ([email protected]) within 14 days of receipt to let us know you intend to return the board. You are liable for any diminished value of the goods as a result of handling – particularly, if it goes beyond the sort of handling that would be allowed in a shop.

What type of handling will affect the refund?

  • Damaging the packaging
  • Using the board
  • Breaking manufacturers security seals
  • Marking or damaging the goods

Again, we would recommend using an online parcel delivery company, such as Parcel2Go, to return the board to us. The cost of returning the unwanted board is your responsibility. Once received, we will assess the board and calculate the refund – the refund can be affected by the handling.

Faulty / defective

If your board arrives faulty or, develops a fault within the first 7 days, please contact us straight away with a detailed description of the fault. Our technical team may direct you to our troubleshooting guides (which can be found here) as, there may be a simple fix for your issue.

If this is unsuccessful, please contact us again and we will issue a label for you to print, attach to the return and take to your local drop off point.

Please package the board back in the original packaging and, if that is not possible, please put in a suitable box with plenty of protection. There should be a collection point near you, so once the item is packaged up, just take it down to your nearest or most convenient outlet. Once received, we will assess the board in our workshop.

Our technical team will evaluate the fault and determine whether it is a manufacturing defect or, if the fault has been caused by the user.

  1. If the item is tested as faulty, we will repair (if it is a simple fix) and return it to you as quickly as possible. If the problem is more involved, we will issue you with a replacement board. If the board is no longer wanted, please let us know so we can process the appropriate refund or, provide a credit towards another product.
  2. If the board is tested as not faulty, we can repair the board but, may contact you with a quote for the repairs – depending on the significance of the damage caused by the user.
Wrong item received

If you have received the wrong item, please accept our apologies. Please contact customer service team by email [email protected]. We will send you a return label with full instructions of how to return and once the item has been sent, we will send the replacement board out straight away.

Within 1 month of delivery – Used Boards

Unwanted / changed mind

Once used, we are unable to accept a return as unwanted and cannot offer any reimbursements.

Faulty / defective

Please take a look at our troubleshooting guides here. There may well be a simple fix for your issue.

If you have followed this and definitely need to return your board, please contact us by raising a support request here with as much detail as can about the fault. The technical team will then issue a returns label for you to print and attach to the return parcel.

Please package the board back in the original packaging and, if that is not possible, please put in a suitable box with plenty of protection. There should be a collection point near you, so once the item is packaged up, just take it down to your nearest or most convenient outlet. Once received, we will assess the board in our workshop.

Once assessed, provided the problem is not due to user damage and is a manufacturing defect (covered by our warranty), we will repair if it is a simple fix and return to you as quickly as possible. If the problem is more involved, we may issue you with a new board provided we have stock available, if there is no like for like stock available, we will offer a comparable alternative.

If the issue is due to user error or has been damaged while in use, we will provide a quote for the repair and return delivery. Once the repair invoice has been paid, we will carry out the repair and return to you within 1 week. At this point, if you do not require repair, you can either collect from our workshop in Cornwall, or pay a one-off delivery cost of £12.95 to have us return the board to you in the same condition it arrived with us. Provided you agree to the repair, once paid, we will commence the work, fully test the board and return to you as soon as possible.

After 1 month of delivery

Faulty/damaged board

Please look at our troubleshooting guides here. There may well be a simple fix for your issue.

If you have followed this and definitely need to return your board, please contact us by raising a support request here with as much detail as can about the fault / damage. We recommend using an online parcel delivery company such as Parcel2Go to return it to us. We can provide a returns label, but there would be a charge of £12.95 for this service which will be payable before we issue the label.

Once the board arrives back at our workshop, we will assess it and provide a report detailing what the problem is and whether the issue is covered by our warranty.

Once assessed, provided the problem is not due to user damage and is a manufacturing defect (covered by our warranty), we will repair if it is a simple fix and return to you as quickly as possible without charge. At this point we would also refund the return postage to you.

If the issue is due to user error or has been damaged while in use, we will provide a quote for the repair and return delivery. Once the repair invoice has been paid, we will carry out the repair and return to you within 1 week. At this point, if you do not require repair, you can either collect from our workshop in Cornwall, or pay an additional delivery cost of £12.95 to have us return the board to you in the same condition it arrived with us.

If the problem is more involved, we may replace the board. However, we will use our discretion to make this decision, based on how the board has been treated and it’s condition. Please note: if we do choose to replace the board, the unit will be of a similar age and condition to your previous board so, it may not be brand new.

N.B. Once the board has been with the purchaser for more than 1 month (30 days), there is no option for refund only repair.

After 1 Year of delivery

After owning a Fusion Board for more than one year it is no longer covered by our standard warranty. There are times when we have offered an extended warranty which is clearly stipulated at time of purchase and will be noted on your purchase file with us. We only started offering extended warranties from November 2017 so if you purchased your board prior to this, it will only have the standard 1 year warranty as outlined in our warranty information here.

For faulty or damaged boards, please take a look at our troubleshooting guides here. There may well be a simple fix for your issue.

If you have followed this and definitely need to return your board, please contact us by raising a support request here with as much detail as can about the fault / damage. We recommend using an online parcel delivery company such as Parcel2Go to return it to us. We can provide a returns label, but there would be a charge of £12.95 for this service which will be payable before we issue the label.

Once the board arrives back at our workshop, we will assess it and provide a report detailing what the problem is and whether the board / issue is covered by our warranty. If the repair is not covered by warranty, we will provide a quote for the repair and return delivery. Once the repair invoice has been paid, we will carry out the repair and return to you within 1 week. At this point, if you do not require repair, you can either collect from our workshop in Cornwall, or pay an additional delivery cost of £12.95 to have us return the board to you in the same condition it arrived with us.

Warranty / repair notes

Examples of our current prices for repair and delivery / collection are as follows: New battery £30 – New main circuit board £25 – New gyro circuit board £9 – 1 x New wheel (inc motor) £20 – New complete shell – £35 – UK mainland collection £12.95 – UK mainland delivery £12.95 – Labour £15 / hour (we can usually fix most issues within the first hour).

As an example, a board that has been ridden through water or mud will often have multiple short circuits, which can damage the battery, main circuit board and one or both wheels. So, including shipping this can often cost over £100 to fix.

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