Question 1

I've just placed my order, what happens next?

Accepted Answer

After you've ordered, you will receive a confirmation email. In this email, you will find a link to the status page of your individual order. On this page, you will see all updates of your order and the expected delivery date. Usually, the delivery time is three to eight weeks after receipt of payment. However, this may vary in individual cases and under certain circumstances.

Question 2

Who will deliver my scooter?

Accepted Answer

Your scooter will be delivered to you by our delivery partner DHL Freight. Our delivery partner will deliver the scooter at the delivery address you gave us in your order and will take the packaging back with them.

Question 3

What times can the delivery take place?

Accepted Answer

Our delivery partner will contact you and schedule a delivery appointment. 
Every Country has its specific delivery time windows - please consult the FAQs of the country you will purchase your unu Scooter Classic in.

Question 4

What do I need to prepare for on the day of delivery?

Accepted Answer

The day of delivery has been agreed upon with our delivery partner. The delivery partner will deliver a large box, unbox the scooter and take away the packaging.

Make sure to inspect the scooter for transport damages, and immediately report them to our customer advocacy team if you find something is wrong.

The scooter arrives fully assembled, you only have to mount the mirrors with a tool that is provided with your scooter.
The battery of your unu Scooter Classic always arrives charged half-way.

Make sure you also check all vehicle documents which you can find in the black envelope under the seat.

Question 5

What about returns?

Accepted Answer

If you would like to return your scooter, please get in touch with our team in writing as soon as possible to see if you are still eligible according to the terms and conditions of the purchase.

Note that you will have to pay for the cost of the return shipping – this averages around 150 €.

Question 6

How do I insure my unu Scooter Classic?

Accepted Answer

During the purchasing process on our website, you have the option to add an insurance for your scooter. 
This insurance is offered by our insurance partners in our markets. 
Every Country has its specific process - please consult the FAQs of the country you will purchase the unu Scooter Classic in.

Question 7

Can I still take out insurance after the purchase of my unu Scooter Classic?

Accepted Answer

Yes, this is possible. Send us an email support@unumotors.com and we'll send you all the information you need to take out an insurance.

Question 8

How does the registration of my unu Scooter Classic work?

Accepted Answer

Every Country has its specific process - please consult the FAQs of the country you will purchase the unu Scooter Classic in.

Question 9

Does my unu Scooter Classic come with a license plate?

Accepted Answer

Every Country has its specific process - please consult the FAQs of the country you will purchase the unu Scooter Classic in.

Question 10

How do I take care of my unu Scooter Classic?

Accepted Answer

Cleaning your unu Scooter Classic:
You can best clean the unu Scooter Classic with warm water and a sponge or a microfiber cloth. If there is a little more dirt you can always use mild soap, but make sure not to use aggresive detergents, as they could cause damage to the body.

Winter care:
Your battery doesn't like the cold when it isn't in use. Make sure to take your battery inside and keep it warm in cold winter nights (below 0°). In general, the battery can manage temperatures down to -10°C. Your unu Scooter Classic itself doesn't mind the cold, but you can always protect it from weather and frost by covering it or storing it in a garage.

Battery care:
If you are not using your unu Scooter Classic for a while, make sure to still take care of your battery. It should be fully charged every two months in order to prevent deep discharge. That way, you also keep your battery's guarantee.

Question 11

Where can I bring my unu Scooter Classic for repairs and inspections?

Accepted Answer

You can find all of our service partners on the garage map on our support page. There, you can look for the closest garage in your area.

Question 12

What happens if I don't live near an unu service partner?

Accepted Answer

We try to cover as many areas as possible with our service network. If there is no garage in your area, we have already asked you before your purchase if you mind a longer way to the next service partner. 
However, feel free to suggest new garages to us, if you know that they want to become a partner in our network.

Question 13

What do I do in case of a breakdown?

Accepted Answer

If you should ever experience a breakdown, we prepared some guidelines on how to deal with the situation and send us the most inportant details of your incident. Please use <a href="https://unu.getfeedback.com/r/hceusa6I">this survey</a> to report the breakdown to us.
Do you need a pick up? Consult our service partner map for the nearest pick up solution. Please note that unu only reimburses for pick ups in case you are still within your warranty and whenever the cause of the breakdown is not relatable to a fault from your side.

Question 14

My unu needs a repair, what do I do?

Accepted Answer

If you experience any damages, difficulties or problems with your unu Scooter Classic, you can always contact us via <a href="mailto:[email protected]">[email protected]</a> for assistance and describe your issue as detailed as possible. Or go to your nearest garage, which you can find on our <a href="/en/support#garage-locator">garage map</a>.
If you think you are eligible of a guarantee claim, check out the Inspections & Guarantee section for more information.

Question 15

How does the guarantee work on my scooter?

Accepted Answer

Both your unu Scooter Classic and its battery are placed under a two year guarantee. This guarantee is subject to conditions, including but not limited to the due performance of a yearly inspection. You may read all the conditions for the guarantee <a href="/en/terms-and-conditions/guarantee">here</a>.

The guarantee starts from the day of delivery of your unu.

Question 16

How do I get an inspection performed on my unu Scooter Classic?

Accepted Answer

To get an inspection performed on your unu Scooter Classic, you can head to any of our service network partners with your scooter and your inspection booklet. Your inspection booklet is delivered with your unu Scooter Classic, and is placed in a black envelop under the seat.

The process of the inspection is detailed in the booklet. The garage must check the steps, and sign and stamp the last page of the booklet as a proof of passing the inspection.

Once your inspection has been passed, we ask that you inform us about this and send us a picture of the last page of your manual to <a href="mailto:[email protected]m">[email protected]</a>.

Question 17

How much does an inspection cost?

Accepted Answer

The average public price of an inspection is 60€. Depending on the location and the season, the price of the inspection can vary between approximately 50 € and 90 €.

Question 18

How do I place a guarantee claim?

Accepted Answer

To place a guarantee claim, you can get in touch directly with our customer advocacy team. After verifying that your scooter is compliant with the guarantee terms and conditions, including but not limited to the performance of the inspections, you can get in touch with our customer advocacy team with all the elements (photos, videos, ...) that can help establishing the origin of the guarantee claim.

Question 19

What happens to the guarantee if I sell my scooter?

Accepted Answer

The two (optionally, three) year guarantee starts from the day of delivery of your unu Scooter Classic.

If you sell your scooter before the end of the guarantee period, and if you have complied with the <a href="/en/terms-and-conditions/guarantee">terms and conditions of the guarantee</a>, the guarantee carries over for the remaining amount of time.

Make sure to let us know that you sold the scooter, and if the new owner would like to get in touch with us!

Question 20

Can I prolong my guarantee?

Accepted Answer

While your unu Scooter Classic is still under guarantee, you can chose to extend your guarantee for one more year. The cost of this service is 125€, please get in touch with our customer advocacy team to extend your guarantee.

Question 21

How do I redeem the inspection that I've earned through referrals?

Accepted Answer

After your inspection has been carried out in one of our service partner workshops, you first pay the invoice directly to the workshop.
Once that's done, please send us a photo of your inspection booklet with the stamp of the workshop and your bank details to <a href="mailto:[email protected]">[email protected]</a>. As soon as we have received the e-mail, we will transfer the credit of 60€ to your account.

Question 22

What accessories are compatible with my unu Scooter Classic?

Accepted Answer

All the add-ons that we offer in the checkout are compatible with the unu Scooter Classic. We advise you not to use any other batteries or chargers with your scooter.
If you're looking for other compatible accessories, i.e. windshields or top boxes, please get in touch with us via email: <a href="mailto:[email protected]">[email protected]</a>

Question 23

How can I order unu add-ons (battery, charger, helmet)?

Accepted Answer

Just send us an informal email stating what you want to order to support@unumotors.com. If you want to order a helmet, don't forget to add your size. Your order will be delivered to your doorstep within a few days. The invoice will be included in the package.

Question 24

How do I mount my mirrors?

Accepted Answer

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