CRUZAA TERMS and CONDITIONS

Once an order has been cancelled or returned for a refund the process can take up to 28 working days.

• A. Please note we only accept returns from the person who brought the item(s).
• B. Please note if the item has been used or is damaged then we will not issue a refund. the item will be repaired under the 12 months warranty policy or replaced if deemed to have a manufacturer's fault.

FAULTY ITEMS

If an item is faulty when delivered you will need to inform the suppliers via e-mail to (life@cruzaa.com) or telephone at 0203 326 8888.

As part of the diagnostic process prior to the items being returned to us, we will request pictures and/or videos via email that will help us to determine the fault. This process must be followed in order for your reported faulty items to be dealt with. Only for the above instance, we will arrange the collection of the item(s).
Please note a repair or replacement may take up to 30 working days from the original date the item(s) were received.
If you have an item that you think is faulty then please use our reset and troubleshooting section within the troubleshooting section in the user manual which can be accessed on our website.
If the problem is not resolved by the following troubleshooting guide, then please refer to the section below. Please read the User Manual that your item(s) come with for further information and guidance.

DAMAGE CAUSED BY TRANSIT

Under the Consumer Rights Act 2015, if the goods purchased are found to be damaged upon arrival, and is proven not to be the fault of the customer, we will provide either a replacement or refund. This is provided we have first examined the item to check for any faults or damages.
Only the basic delivery charge will be refunded if it has been paid originally. If you choose to cancel your order at this point, you will receive a full refund with the basic delivery cost included. Please note it can take up to 28 days for a return to be processed once we have received your consignment

WARRANTY

Our electronic item(s) come with a 12 months manufacturer warranty to cover any internal electronic components and covers 6 months manufacturer’s warranty for the battery. The warranty starts from the date of delivery to the customer and is only valid in the UK.
Due to the nature of the item(s) we cannot be held responsible for the misuse of the item(s) or accessories. The warranty does not cover: damage due to misuse; theft, aesthetic damages, paint scratches, general wear, and tear, damage due to attempts of repairs; or modifying the item, components, or charger accessories in any way. Additionally, all seals must be intact on the item. Do not attempt to fix a faulty or damaged item as this will void the warranty. In the event of the above scenario, we will not accept any returns.

WRONG OR DAMAGED ITEM RECEIVED

If you’ve received the wrong item you must return the item in the same condition you received it in within 14 days to qualify for a replacement of the original order placed. If the item is slightly different from the description provided on our website, please refer to the ‘Product Descriptions’ section. For damaged item(s), please contact us via email at life@cruzaa.com or telephone within 24 hours of receiving the item. You will need to report the damage and provide pictures/videos of the damage. Please contact us first before returning any items, as any items returned without notification will be rejected. Do not attempt to fix a faulty or damaged item as this will void the warranty. In the event of the above scenario, we will not accept any returns.

ITEMS NOT RECEIVED

Please accept our apologies if you have not received your item. Before contacting us please leave a reasonable amount of time to allow your delivery to arrive (up to 28 days), our estimated delivery times are shown on our courier's tracking page, this information can be obtained by emailing us on life@cruzaa.com. Delivery may be delayed by couriers due to busy periods such as Christmas or Easter, or adverse weather conditions. To receive a refund or a replacement product you must allow 28 days from the order date for the delivery to complete before it can be deemed to be lost, however, any claims after 30 days from the order date will be rejected.

SAFETY NOTICE

Using any of our products, like all sports, recreational, or transportation equipment carries an inherent risk of injury, damage to property, or even death. You should always wear a helmet, pads, and any other protective equipment to limit your risk. You should use the product within your abilities. You should familiarise yourself to stop (sliding), mounting, riding, and dis-mount, and don’t use the item in traffic or other dangerous locations that may increase your risk of injury or causing damage.The safety instructions published on our website and within the user manual must be adhered to at all times. Failure to do so may increase the risk of injury, damage to property or even death, in which case Cruzaa will not be liable to cover any associated costs or damages arising from the negligence of the safety instructions.Please also note that under the 1835 Highway Act, the use of electric scooters is not permitted on public footways, pavements, cycle lanes, public parks, and roads; the only legal location for the use of these items is on private land.
Some of our products may be subject to transportation restrictions applied by third-party transportation bodies and organizations i.e. commercial airlines, freight companies, public railways, courier companies, etc. Cruzaa and /or Primary Electrics will not be liable for any damages whether related to financial loss, property, injury, or loss of life that arises from the failure to comply with the terms and regulations set out by third-party organizations.

LIMITATION OF LIABILITY

In no event shall Cruzaa or Primary Electrics be liable for any direct, indirect, punitive, incidental, special consequential damages, to property, injury or loss of life, whatsoever arising out of or connected with the misuse of its products.

USE OF CRUZZA.COM/PRIMARYELECTRIC.COM WEBSITE

All products are sold subject to the terms and conditions listed here. Please read them carefully before using the website or purchasing an item. By using the Cruzaa.com or primaryelectrics.com site you agreeing to be bound by these terms and conditions

EVENTS OUTSIDE OUR CONTROL

 We will not be liable or responsible for any failure to perform, or delay in performance of any of our obligations to you that is caused by events outside our reasonable control (a ‘Force Majeure Event’). A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes (without limitation) the following:

Riot, invasion, hostilities, war (declared and undeclared), acts of terrorism, the threat of terrorism, civil war, revolution, insurrection of any military or usurped power(s), compulsory acquisition by any government or government equivalent authority; any legal act(s), degree(s), legislation(s), regulation(s) or restriction(s) imposed by any government or government equivalent authority; Ionizing radiation, radiation from any nuclear fuel, waste or combustion, hazardous radioactive or biological properties of any explosive component; direct or indirect damage from any form of an explosive;
Pressure waves or damage due to aerial devices such as aircraft traveling at supersonic speeds; virtual inaccessibility of public or private transportation; virtual inaccessibility of any public or private telecommunications networks;
Floods, earthquakes, fire or any other physical natural disaster, epidemics; and
Strikes or industrial disputes at a national level; strike or industrial disputes not employed by Cruzaa at any level, including subcontracting, supplying or outsourcing at a moderate level.

DISPUTES & COMPLAINTS

We take all complaints very seriously and aim to deal with them as quickly and effectively as possible.
For any complaints please email us at life@cruzaa.com to assist us in dealing with your complaint, please detail all aspects of the complaint, your order number, and your contact details. Cruzaa retains the right to request the moderation and removal of any reviews posted on any reviews on social/ affiliated platforms, or any other third-party platforms at our sole discretion

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