General
Yes, we are a UK company and based in West Midlands, UK
Yes, all of the scooters and self-balancing boards that we sell come with a 1-year warranty.
We’re sorry if we haven’t responded to you yet – rest assured, we haven’t forgotten you!
We aim to reply to all of our customers as quickly as we can. Usually we’re able to respond within 24 hours, however occasionally it can take a little longer – for example, if we’re experiencing high volumes.
If you have sent us an email and not heard back, please check your junk/spam folder as sometimes our responses can end up there.
We do not recommend that someone under the age of 14 rides an adult-sized e-scooter, unless specifically recommended by the brand.
As privately-owned e-scooters are illegal to ride on public highways in the UK at the moment, it is not possible to get insurance on them for use outside of your home or on private land.
For use at home they can be covered under your standard home insurance policy. If you are unsure if yours is covered, please check with your insurance provider.
We don’t recommend that you use an e-scooter if you’re close to or over the weight limit. E-scooters are designed to work properly and safely up to a maximum weight – often called a ‘maximum load’. Usage beyond this weight (e.g. a 95kg rider with a 10kg backpack riding an e-scooter rated to carry up to 100kg) can be hazardous and void the warranty, while increasing wear and tear on important components.
You can filter our electric scooters by maximum load on our collection pages: Adult E-scooters.
Payment & Orders
Currently, we are able to securely process payments from Paypal, Visa, MasterCard, Diners_club, American_express, Discover etc.
Additionally, we have a financing partnership with Klarna. Be sure to choose Klarna at checkout to apply for financing options for your e-scooter or hoverboard to pay over installments.
You can have direct access to Klarna financing through our partnership with Klarna. Now, you can pay for your next e-scooter or hoverboard with installment payments after being approved for financing. Be sure to select Klarna at checkout and you will be taken to their secure payment process.
1.If you order more than one item, it will be shipped by different tracking number. Because the shipment weight is overweight, we usually ship them separately. So both reach at different day and time. Please don’t panic and just keep tracking the item in your orders window or your email. If you still can not find it please contact us.
2. Also, accessories ordered with hoverboards and e-scooters may come in separate deliveries since it come from different warehouses, including helmet, seat or something else.
Please contact us before it is shipped. Please note that we CANNOT change or cancel orders which have been shipped out.
If you want to cancel an order that has already been shipped out, please refuse to sign the package, and we will issue the refund after the package returning to us.
We're sorry to hear you're having issues when trying to purchase on our website.
If your card is being declined when attempting to make a payment we recommend contacting your bank, unfortunately we hold no control over the payment method used.
If your bank have sent you an authorisation text message, you may need to respond to this in order for your order to be processed successfully.
We aim to deliver all e-scooters and hoverboards and accessories next working days, once your order is dispatched you can expect to receive a tracking link via email. This link will allow you to track the status of your delivery. Track Your Order
If it has been more than three working days since you placed your order and you have not received this tracking link, please check your junk/spam folder as sometimes the emails can end up there.
If you still can't find this, please email support@ihoverboard.com with your order number in the subject line and our team will get back to you as soon as we can.
Please note that we are not dispatching on weekends or bank holidays.
Product prices can change from day to day – moving up and down according to a number of factors. If you bought your product and then the price changed soon after outside of a promotion or sale period, you will be charged the amount shown at point of purchase, as agreed in good faith.
Sometimes prices can drop for a specific promotion, planned sale period, or in response to market fluctuations. We’re very sorry if you bought your item then found it at a reduced price soon after. We sincerely appreciate any frustrations, but because promotions and sales are limited events, they fall outside of our Price Match Promise terms, so unfortunately we cannot offer a price match.
Paying with Klarna is easy. All you need to do is follow these steps:
1) Add your product(s) to your basket
2) Proceed to checkout
3) Enter address details
4) Enter shipping method
5) Proceed to payment method
6) Select ‘Pay with Klarna’
7) Click ‘complete order’
You’ll then be taken through to the Klarna portal where you’ll be asked to choose which Klarna payment option you wish to go with. Please bear in mind that not all finance options are available on all products.
Unfortunately we do not currently offer student discount, however we recommend keeping an eye on the website as we do offer great discounts regularly.
If you've not received an email order confirmation, please check your junk/spam folders – sometimes confirmation emails can end up there!
If you still can’t see it there, please contact us at support@ihoverboard.com. It’s possible that there’s a typo in your contact email address, in which case we can easily rectify this.
Shipping & Delivery
Unfortunately due to the speed at which we process orders, it’s not possible to change the delivery address once an order has been placed. If you ordered within the last hour it may be possible for your order to be cancelled so you can re-order to the correct address, however we cannot guarantee this.
If you would like to cancel your order, please email support@ihoverboard.com with the word “cancel” and your order number in the subject line and one of our customer service agents will look into this for you.
Please note, we can usually only amend or cancel orders within the 30 minutes of the order being placed.
Delivery to UK on our hoverboards or e-scooters is FREE and in 1-3 working days by DPD or DHL or Yodel.
For certain regions our delivery services maybe impacted by COVID and slightly delayed.
Note:Accessories ordered with hoverboards and e-scooters may come in separate deliveries since it come from different warehouses and the accessories usually will take about 3-10 working days to arrive.
If you miss your delivery the courier will attempt another the following day. If you miss two redelivery attempts, the items will be returned to our warehouse.
If the driver is having issues delivering to your address, it’ll be marked on the tracking information page. If you find that this is the case, we recommend contacting the courier directly, using your tracking number for reference.
If the package is lost, we will send a new one for you.
Due to express failure to deliver the hoverboards or e-scooters as required during transportation, parts of the wear and scratch may cause by the parts crashing together, although we have packed all the parts to prevent these situations as much as we can. Please send us the related pictures or videos which would help us check the condition and solve the problems.
We’re sorry to hear that you’re having issues with your delivery.
Please rest assured, we take cases like this very seriously and we will instruct our logistics team to undertake a full investigation. They’ll contact the couriers for photographic evidence of both the delivery at the address and geo-locking data of when and where they left the parcel. If they conclude that there was foul play, they will inform the police and report an act of theft.
Packages might be delivered to your front door or signed by your neighbors. Please contact any neighbours before asking us to investigate to make sure that that they do not have your parcel. Or you can check with the shipping company with your tracking number. If possible, please check and provide us with your surveillance video which may help us solve the problems.Then, please let us know if you would like us to proceed with an investigation.
Due to the size of our parcels, it is easy for small parts to be hidden and appear missing.
If you’re struggling to locate the screws for your e-scooter, these are often kept in a small bag taped to the e-scooter. It’s worth checking the handlebar grips for an attachment, just in case.
Chargers are often packaged within a small cardboard box inside the packaging, so be careful not to throw these away.
If you ordered accessories as well as an hoverboard or e-scooter, dependent on their size they may have been shipped separately or may be tucked inside the box with your larger item.
If you are still having trouble locating part of your order, please get in touch with us by emailing support@ihoverboard.com, including your order number in the subject line.
We’re sorry to hear you have received the incorrect charger. Please take a photo of the charger you have received and email this to support@ihoverboard.com, including your order number in the subject line. A member of our team will then be in touch to help resolve this soon.
We’re sorry to hear that the wrong item has been delivered. Before contacting us, please double check your order confirmation and the item received to ensure that you ordered a different item to the one received.
If this is the case, please email support@ihoverboard.com with your order number in the subject line and include pictures of the item received. A member of our team will then be in contact to help resolve the issue.
Returns & Refunds
In order to obtain a full refund, you’ll need to inform us you'd like to return your items within 30 days of receiving them, and they’ll need to be in an as new condition. iHoverboard defines “as new condition” as unridden (max 1km), with all parts, manuals and accessories included in the original box and packaging.
Returned items will be checked by one of our specialists to ensure that they meet the criteria set out in this returns policy. Please ensure all items are packed in the original box safely and securely. It is important to ensure that adequate packaging is used, as any damage in transit may mean that we are unable to accept your return.
If your product is returned to us without all of the internal packaging, is damaged or shows signs that it has been used, we will not be able to accept this as a return. This product will then be sent back to you.
Refunds will be processed within 14 days of us receiving the returned item, using the same method of payment used for the original purchase. Credit and debit card refunds must be made to the card used for the original purchase. Please be aware that direct refunds can take up to five days to appear in your bank account depending on who you bank with. We are unable to offer any refund without a valid receipt. This does not affect your statutory rights.
To start a return, you can contact us at support@ihoverboard.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. iHoverboard is not responsible for the shipping cost of the package returned by the customers themselves.
If you would like to cancel your order please send an email to support@ihoverboard.com, including your order number and quoting “cancel” in the subject line.
Unfortunately, sometimes we are not able to cancel orders due to the speed at which we process them. In these cases, you will need to refuse the delivery so that the items are returned back to us free of charge.
Please note, we can usually only amend or cancel orders within the 30 minutes of the order being placed.
Please ensure you have fully charged your hoverboard or e-scooter before you attempt to use it. The light on your charger will turn from red to green once the e-scooter is ready to use.
To turn the e-scooter on you will need to hold the on/off button for three seconds. Many e-scooters come with a safety feature where they won’t start from a standstill. This is to stop you from accidentally hitting the throttle and the e-scooter potentially shooting out from under you.
When you're ready to use the e-scooter, to get the motor to work you need to kick off and be moving at a slow walking pace. A single firm push should be enough: simply press throttle and the motor will kick in.
Scooter still not turning on?
If you have followed the steps above and the e-scooter does not turn on, please contact us at support@ihoverboard.com, we’ll send you a return shipping label, as well as instructions on how and where to send your package.
As soon as we receive your e-scooter back to our depot, our technicians will fully assess the e-scooter and resolve this for you.
Once confirmation of the acceptance of the refund has been received, it takes up to 14 days to process the refund. Once it’s been processed, it can take up to a further five working days for the money to appear in your account.
Please note that all refunds go back to the same payment method that was used for purchase.
Refunds can take up to 14 days to be processed once received back at our workshop.
Once it’s been processed, it can take up to a further 5 working days for the money to appear in your account.
Please note that all refunds go back to the same payment method that was used for purchase.
If the money does not appear in your account within 5 working days, please contact your bank to confirm if they have record of the transaction, they should then be able to confirm when you can expect the money to appear. If your bank is unable to provide you with this detail, or you are still concerned about your refund, please email support@ihoverboard.com and one of our advisors will be in touch.
We're sorry for any inconvenience caused if we have cancelled your order.
All iHovebroard orders are subject to security checks; we use anti-fraud software that automatically voids orders considered ‘high risk’, based on a number of factors. Your details entered at checkout are analysed by this software, so please ensure these were all entered correctly.
It may help to have your order delivered to the billing address (or the address that the card is registered to) and we recommend that you use an email address that you regularly use for online purchases (if you haven’t already).
Alternatively, you can try another secure payment method such as PayPal.
If you have received a message that your order has been cancelled and voided, the funds for your order will show as a pending transaction temporarily while the payment is returning to your bank. Please rest assured that funds are only released when an order has been processed successfully, so these should be back in your account within five working days.
If you’re concerned, we recommend contacting your bank or card issuer because they have the facilities to track these transactions.
Product Support
i9/i9Pro Electric Scooter
1.E04 short circuit fault--Controller Error
Please return the scooter to us, we will repaire for you, please include your order number in your email. We’ll arrange for a pre-paid label for you to drop the product off at your local post office for return.
'How to Replace the Controller?'
https://youtu.be/hpDgQT_WU8E
2.E10 Controller/dashboard fault-Controller Error
Replace a new controller and dashboard.
3.E11 motor A-phase current sensor abnormal--Motor Error
4.E12 motor B-phase current sensor abnormal--Battery Error
5.E13 motor C-phase current sensor abnormal--Motor Error
The 3 errors all need to replace a new controller.
6.E16 Hall fault--Motor Error
Replace a new motor.
'How to Replace the Motor?'
7.E14 Accelerator Error
Replace a new accelerator.
'How to Replace the accelerator?'
8.E15 brake Error
Replace a new brake.
'How to Replace the brake?'
It maybe somthing wrong with the battery, need to replace a new battery.
'How to Replace the battery?'
https://youtu.be/iTj7QgTnrTo
It maybe somthing wrong with the battery, need to replace a new battery.
'How to Replace the battery?'
https://youtu.be/iTj7QgTnrTo
Please switch the scooter off and then press the accelerator. If E14 is displayed, it is a controller problem, if E14 is not displayed, the accelerator needs to be replaced.
It maybe somthing wrong with the brake, need to replace a new brake.
'How to Replace the brake?'
It maybe somthing wrong with the battery, need to replace a new battery.
'How to Replace the battery?'
https://youtu.be/iTj7QgTnrTo
It maybe somthing wrong with the battery, need to replace a new battery.
'How to Replace the battery?'
https://youtu.be/iTj7QgTnrTo
It maybe somthing wrong with the motor, need to replace a new motor.
'How to Replace the Motor?'
Please adjust the rear wheel brake pads for tightness.
'How to adjust the abnormal noise of scooter disc brake?'
https://youtu.be/571KKX8WWKM
'How to adjust a scooter brake failure?'
Please adjust the folder screw, clockwise for loosening, counterclockwise for tightening, if the scooter bars is loose, please adjust counterclockwise.
'How to adjust the folder?'
Please refer to the following link to adjust.
'How to adjust to align the bars with the wheel?'
'How to replace a scooter tail light and fender?'
'How to replace the scooter motor?'
'How to install the scooter seat?'
'How to replace the dashboard of a scooter?'
'How to replace the Front Fork of a scooter?'
'How to change the charging port on a scooter?'
https://youtu.be/B_wCzldWX8Y
'How to Replace the battery?'
'How to test if the accelerator works?'
'How to replace the rear wheel of a scooter?'
'How to replace the battery interface of the scooter?'
'How to change the front light on a scooter?'
H1/H2 Hoverboard
All of our hoverboards come with full CE certification so they are as safe as they can be. Further to this, we test every single board individually before we dispatch them.
We do not recommend using our products on carpet/dirt, it might struggle on thick rugs or cause damages to the internal elements of the hoverboard.
On full charge the length of time a board lasts depends on things such as the way it is used, where it is used and how it is used. For example, if it is being used at full speeds turning around corners constantly this will deplete the battery quicker. Also on rougher terrain the battery is depleted quicker. When the boards are used with the HoverKart attachment the battery life is reduced as this takes a lot more power to use.
The boards are designed for anybody over the weight of 20kg+.
The Bluetooth feature on our self-balancing boards are good for connecting to your phone to use it as a speaker for your music.
There is no limit to how far they can go. It depends on the battery life. Fully charged they will last around 40 minutes.
With our electric scooters there is no real age that you need to be to ride them. As long as you weigh enough the board is good for most ages as long as the user is at least 20kg.
This varies on the user. Some riders grasp it immediately and are off and running fairly quickly. Some take a little longer. However, there are tutorials on YouTube which can be used to help with this process.
Our chargers will have a green light appear on them once the board is fully charged. Once the board is fully charged the charger will automatically cut off to prevent it overheating.
All you have to do to stop the self-balancing board is step off it. Once you have stepped off the hovebroard press the power button and it will turn off automatically.
We do not recommend that you use the self-balancing board around any water. This is because water damage is not covered by the warranty so any faults caused as a result of water damage would make the repair chargeable.
Firstly, please put the hoverboard on a smooth surface, press and hold the on button until the left and right leaf lights of the hoverboard flash alternately with a beep beep beep beep beep, then switch off and on again to return to the balance state.
Here is the link for your reference to adjust it: https://youtu.be/bhF6gHFsLME
