SUNNIGOO · RIDE ANYWHERE, LIVE HAPPIER

Frequently Asked Questions

Everything you need to know before and after your order — delivery, warranty, returns, road legality and support across Europe.

Buying an electric scooter online should not feel like a leap of faith. This page collects the eight questions we hear most often from riders in Germany, France, the Netherlands, the UK and beyond — answered in plain language, with no asterisks hiding in the fine print or the margins. If your question is not here, a real person at service@sunnigoo.com will answer it within 24 hours, Monday to Friday, in English, French or German. Delivery, warranty, legality, parts, payments and the realities of winter riding — each answer below says what happens, when it happens, and exactly who to write to if it does not.

Orders & Delivery

1. Where will my order be shipped from?

Stock is held in our European warehouses — Germany (Berlin and Düsseldorf), the Netherlands, Poland and the UK. Your order ships from the warehouse closest to you, which is why there are no customs forms, no import duties and no surprises on delivery. Most orders dispatch within 24 hours of being placed, and a tracking link arrives by email within one business day. Nothing about your scooter crosses an ocean after you buy it — it is already here, waiting. Order confirmation arrives within minutes of checkout; if it has not, check the spam folder for a message from service@sunnigoo.com before writing to us — nine times out of ten it is waiting there. Orders placed on Friday evening leave the warehouse on Monday morning, which still lands most parcels inside the standard delivery window.

2. How long does delivery take?

3–5 working days for Germany, France, the Netherlands, Belgium, Italy and Spain. 5–7 working days for more remote regions, islands and some rural postcodes. The scooter arrives in its retail box, 95% assembled: unfolding the stem, tightening the folding clamp and checking tyre pressure is the entire assembly job. The first charge takes a few hours, and the manual walks you through it in English, French and German. If the carrier's tracking shows a delay, our support team sees it too and will reach out before you have to ask. Working days are Monday to Friday, so a Thursday order usually arrives the following Tuesday. On delivery day the carrier attempts the drop-off twice if you are out; after that the parcel waits at a nearby pickup point, usually for a week, and the tracking link shows exactly where. The box contains the scooter, charger, the tools for the two-minute stem check, printed manuals in English, French and German, and the warranty card. Before the first ride: set tyre pressure, test both brakes at walking speed, and give the battery a full charge — it ships at around 60% for safety.

Warranty & Returns

3. What does the warranty cover?

Two years on the scooter, 18 months on the battery. That covers the frame, motor, controller, display, brakes and charging hardware against manufacturing defects. If something fails inside the warranty window, original replacement parts ship from our EU warehouse free of charge — batteries, controllers, brake discs, inner tubes, the parts most likely to need attention over years of daily riding. Full terms are on the Warranty page. One honest note about the battery: capacity fades slowly over hundreds of charge cycles, and natural ageing is a fact of lithium chemistry rather than a defect. We publish the cycle-life numbers so you know what to expect in year one and year three. Making a claim is deliberately short: one email to service@sunnigoo.com with the order number, a photo or short video of the fault and a sentence about when it started. A technician confirms the diagnosis, the part leaves the EU warehouse, and fitting instructions follow by email — most repairs are a ten-minute job with two screws. Wear items such as brake pads and tyres are not defects; water damage beyond the stated rating and crash damage are not either. For battery health: charge monthly, store between 10°C and 25°C, and avoid leaving the pack empty for weeks, and it will behave for years.

4. Can I return the scooter if I change my mind?

Yes. Under EU consumer law you have 14 days from delivery to return an unused scooter in its original packaging. We arrange the pickup and cover the shipping cost — you do not need to find a box, a printer or a courier. Refunds are issued to your original payment method once the return reaches the warehouse. If something is wrong with the scooter rather than with your enthusiasm for it, the warranty route is faster: tell us the symptom, we ship the part or organise a repair instead of making you repack the whole machine. The process: write to us within the 14-day window, we book the carrier for a date you choose, and the refund is issued when the parcel is scanned at the warehouse — typically 2–3 business days later, plus whatever your own bank adds. Opened accessories and spare parts can go back the same way; only used, damaged or incomplete scooters fall outside the window, and we tell you so before the pickup rather than after.

Legality, Parts & Support

5. Is the scooter road-legal in my country?

Models sold with road approval carry the CE mark and, where applicable, German ABE approval or compliance with the French 25 km/h speed-limit classification. Country-specific details are listed on each product page, because the honest answer is that rules differ across Europe — a setup that is fully registered in Germany may need a different configuration in France or the Netherlands. We sell each model in the configuration that matches the market it ships to, so the version you receive is the version that belongs on your streets. If you are between two countries or moving, ask us before ordering and we will confirm the right variant. A snapshot of how different the map really is: in Germany, approved scooters carry a small insurance sticker and a minimum riding age; in France, the 25 km/h classification determines where you may ride; the Netherlands treats the same class like a moped for insurance purposes; the UK currently permits private-land riding while public-road rules evolve. None of this is legal advice, and none of it is guesswork either — it is the reason each product page names the approval for the market it ships to, and why asking us first is cheaper than assuming.

6. Where can I find spare parts?

Battery, controller, brake disc, inner tube and tyres are listed under Spare Parts on each product page — including complete 48V battery packs, chargers, LCD meters and accelerator units for the models we build in-house. All parts ship from EU stock with 2–3 day delivery and carry the same 2-year warranty as the scooter itself. This is the quiet advantage of buying from a brand that also manufactures: we are not reselling a catalogue, we hold the production line that made your scooter, and the parts exist for as long as the model does. As a rule of thumb, budget for consumables: tyres every few thousand kilometres, brake pads more often if your commute is hilly, and an inner tube or two per year if your city loves kerbs. A five-minute monthly check — tyre pressure, brake bite, stem clamp, loose screws — catches almost everything early. When you email about a part, include the model name and, if visible, the version sticker under the deck: it lets us ship the exact match on the first attempt.

7. How do I reach customer support?

Email service@sunnigoo.com. Replies land within 24 hours, Monday to Friday, in English, French and German. Include your order number and a photo or short video of the issue and most problems are diagnosed in a single exchange — a three-line email with a picture of the display beats a week of back-and-forth, and our technicians read every message themselves. Riders report the fastest outcomes when they describe what happened, when it started and what they have already tried. We are a support team, not a ticket queue. Outside those hours email still works — messages queue up and are answered in order the next working morning. For urgent delivery problems a same-day reply is normal, because carrier issues are visible on our side too. If a first answer does not solve it, reply directly in the same thread rather than opening a new one: the history stays with the technician who already knows your case. Write in whichever of the three languages is most comfortable — the answer comes back in the same one, and nothing is lost to translation on either side.

8. Which payment methods do you accept?

Visa, Mastercard, AmEx, PayPal, Klarna and Apple Pay. Klarna lets you split the cost across instalments for larger builds, and the checkout shows the exact schedule before you confirm anything. All transactions are processed over encrypted connections — we never see or store your card details. For bulk or B2B orders, please contact our sales team directly at business@sunnigoo.com so we can prepare an invoice with VAT, company details and consolidated freight. Prices on the site include VAT for EU customers, and the checkout shows the final figure before payment — no duty, no surprise fees, because your scooter ships from inside the EU. Company buyers can request a VAT invoice for accounting. Instalment schedules, and any currency conversion your bank applies, are shown by the payment provider at the moment of payment, not discovered afterwards.

Winter, Charging and Daily Life

Cold weather is the question underneath half of all support emails. Lithium chemistry simply delivers less when the thermometer drops: expect 15–20% shorter range between November and February, and a slightly slower charge in an unheated garage. Park the scooter indoors where you can, charge at room temperature where you cannot, and remember that the same battery returns to full behaviour in spring without any lasting effect. Wet roads rather than deep water are the honest limit for riding; check your model's water rating on its product page, and treat standing water as a walking moment regardless of what the sticker says.

Charging etiquette is simpler than the forums make it sound: full charges are fine, storage at 100% for weeks is not, and a monthly top-up keeps an idle battery healthy. Most riders simply charge at the office or overnight and stop thinking about it — a full charge takes 4–6 hours on commuter models, and the charger's light does the thinking. Ride a 15 km round trip daily and one overnight charge every two or three days covers it with margin to spare, which is the whole point of a 60 km rating.

Security is the last practical habit. A folded scooter under a desk is the best anti-theft device ever invented; when locking in public, use a D-lock through the frame and a fixed point, and photograph the serial number (on the sticker under the deck) the day the scooter arrives. If the worst happens, that serial number is exactly what we and your insurer will ask for.

Still Wondering?

If your question was not one of the eight above — tyre pressures for winter, charging etiquette, which model suits a 15 km hill commute — write to us directly. Answering questions before you buy is part of the job, not an interruption to it. Ride Anywhere, Live Happier, and let the boring logistics be our problem. The seasonal questions arrive every November and leave every March — winter range, wet roads, battery storage — and they all have plain answers, above.

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Comparing electric scooter delivery times in Europe, warranty terms, the 14-day return window, or CE and ABE road-legal certification before you order? This page covers all of it — and service@sunnigoo.com covers the rest.