Process returns clearly and securely
Returns & withdrawal
Explain the cancellation, assign the return correctly and prepare the products or batteries safely for the return journey.
Which case is present?
Distinguish between cancellation, voluntary returns and defects
Legal revocation
Consumers can generally revoke a distance selling contract within 14 days without giving reasons. For goods, the period generally begins when possession is obtained.
Voluntary returns
Outside of a legal entitlement, a return is only possible after individual confirmation. Please do not return goods without notification.
Defect or defect
In the event of a defect, the statutory warranty rights apply. Report errors, order number and serial number before shipping the product.
Distance selling
Your legal right of withdrawal
Consumers can generally withdraw from a contract concluded online, by telephone or outside of business premises within 14 days without giving reasons. In the case of a sales contract, the period generally begins on the day on which you or a third party named by you who does not act as a carrier receives the goods.
To meet the deadline, it is sufficient if you send the clear declaration of revocation before the deadline expires. The declaration is not bound to any particular form. You can use ours Sample cancellation form use, but you don’t have to.
This is how you declare your revocation
Send a clear statement by email or post to:
Vienna E-Scooter e.U.
Neustiftgasse 113, 1070 Vienna
support@phscoo.at
For a quick assignment, name, address, order number, ordered item, date of order or receipt and a clear statement that you are revoking the contract will help. Keep proof of timely dispatch.
Returns and refunds
- Once you have declared your cancellation, you should generally return the goods you have received immediately and within 14 days at the latest, unless collection has been agreed.
- Pack the product, accessories and documents completely and securely for transport. Photograph serial number and condition before packing.
- Consumers bear the direct return costs if they were properly informed about this before the contract was concluded and we did not promise to take over.
- We will generally refund the payments received, including the costs of the cheapest standard delivery offered, no later than 14 days after receipt of the declaration of cancellation.
- For goods, we may withhold reimbursement until the goods have been received or you have provided proof of return, unless we have offered collection.
Consumers only have to pay for any loss of value if this is due to handling that was not necessary to check the nature, properties and functionality.
When the right of withdrawal can be excluded
The law knows exceptions. This may include, in particular, clearly personalized goods or goods made according to customer specifications, unsealed goods with special hygiene or health protection reasons, as well as fully provided services if the legal requirements and express declarations are met.
Whether an exception applies depends on the specific contract. An e-scooter or battery is not automatically excluded from revocation simply because of its product type. The legal requirements and the information before the contract is concluded are decisive.
Do not send batteries or damaged devices unannounced
Lithium batteries are subject to special transport conditions. Do not charge, use, or ship a battery that is damaged, bloated, hot, leaking, or smelling unusual without prior consultation.
Contact us before packing a complete scooter or battery. We will clarify whether shipping, personal delivery or another secure processing method is required. This security agreement does not restrict the timely sending of your cancellation notice.
Deficiency is not the same as withdrawal
In the case of defective or non-conforming goods, statutory warranty rights may apply. The costs of a necessary return of defective goods are to be assessed differently than the costs of a return after a mere revocation.
Legal basis and further information
Sections 11 to 18 of the Austrian Long Distance and Away Transactions Act are particularly relevant. The information on this page provides a general overview and does not replace legal advice in individual cases.
Template directly on this page
Sample cancellation form
You can use this template, but you don’t have to. What is crucial is a clear statement stating which contract you want to cancel.
To: Vienna E-Scooter e.U., Neustiftgasse 113, 1070 Vienna, Austria
support@phscoo.at
I hereby revoke the contract I have concluded for the purchase of the following goods or the provision of the following services:
Goods or services: ______________________________
Ordered on / received on: ______________________________
Name: ______________________________
Address: ______________________________
Date: ______________________________
Signature: only in the case of a communication on paper
Assign cancellation or return
Submit order number, item and desired operation. If there is any damage, please attach clear photos.