Return Policy
Thank you for your purchase! We hope you are pleased with your new Phantom product. If for any reason you are not completely satisfied, you may return it for a full refund or exchange. Please review the details of our return and replacement policy below.
RETURNS
Eligibility: All returns must be postmarked within thirty (30) days of the purchase date. Returned items must be unaltered and in their original packaging.
Return Process: To initiate a return, email our customer service at cs@phantomgogo.com to obtain a prepaid return label. Once you receive the return label, securely pack the item in its original packaging and mail it to:
Phantom
Attn: Returns
15830 El Prado Rd. STE F
Chino, CA 91708
USA
REFUNDS
After we receive your return, please notify us, and we will process your refund or exchange. Please allow at least fifteen (15) days from receipt of the returned item for processing.
REPLACEMENTS
- One-Time Replacement: We offer a one-time replacement for defective scooters. Subsequent issues will be addressed through our standard warranty and return services. You may return the replacement unit for a refund if necessary.
- Inspection: Inspect your replacement scooter upon delivery and report any issues within 7 days.
- Further Assistance: If problems persist after the one-time replacement, refer to our warranty and return services.
EXCEPTIONS
The following items cannot be returned or exchanged:
- Products that have been altered, including repainting, modifications, or the addition of non-original parts, are subject to review. For defective or damaged products, please contact us to arrange a refund or exchange.
IMPORTANT NOTES
Original Packaging Requirement: To ensure the safe return of items, return products in their original packaging. If the original packaging is unavailable, you must provide a suitable box. This helps protect the product during transit.
Third-Party Fulfillment: For items fulfilled by third-party companies, follow the return and replacement policies of the original place of purchase.
30-DAY SATISFACTION GUARANTEE
If you are not fully satisfied with your purchase, you can return products purchased through authorized channels within 30 days for a refund. Note: Express shipping costs are non-refundable. Phantom is not responsible for lost packages or products damaged due to customer misuse.
LIMITED PRODUCT WARRANTY
Phantom warrants that all new products will be free from defects in materials and workmanship under normal use for the specified warranty period. We do not guarantee uninterrupted or error-free operation. Follow product instructions to avoid damage.
CONDITIONS FOR QUALIFYING FOR A REFUND
- Request a return label within 30 days from the receipt of shipment by contacting Phantom Customer Service at cs@phantomgogo.com.
- We will cover return shipping costs if you meet all terms.
- Retain your receipt and/or invoice as proof of purchase.
- The returned product must be in good physical condition and include all original accessories.
- Returns without a return label or missing parts may be refused.
REMEDIES
If a hardware defect is identified upon receipt and a valid claim is received within the warranty period, Phantom will either:
- Repair the product at no charge, using new or refurbished parts, or
- Replace the product with a new or refurbished one.
Replacement hardware is warranted for the remainder of the original warranty period or thirty (30) days, whichever is longer.
HOW TO OBTAIN WARRANTY SERVICE
- Request a Warranty Service Order within the warranty period by contacting Phantom’s Customer Service Team at cs@phantomgogo.com.
- Deliver the product in its original packaging or equivalent protection to the address specified by Phantom.
- Provide proof of purchase and/or comply with registration requirements if requested.
LIMITATION OF DAMAGES
Except as prohibited by law, Phantom is not liable for any incidental, indirect, special, or consequential damages, including but not limited to loss of profits, revenue, or data, resulting from any breach of warranty or other legal theory, even if advised of the possibility of such damages. Some jurisdictions do not allow these exclusions or limitations, so they may not apply to you.
MISSING ACCESSORIES OR BROKEN PARTS
If your item arrives with a missing accessory or broken part, please email a photo of the issue to cs@phantomgogo.com. We will ensure the correct accessory or replacement part is sent to you, subject to availability.
WARRANTY FOR PRODUCTS
Phantom guarantees that all new products and their primary components purchased from authorized Phantom dealers are covered under a one-year warranty against manufacturing defects. This warranty is valid only for the initial retail buyer.
QUESTIONS
For any questions regarding our return or replacement policies, please contact us via our website or at:
- Phone: 866-570-8755
- Email: cs@phantomgogo.com
