Apr 8, 2026
We have your back: A Guide to Strutt Customer Support
We know you'd rather be out riding than reading manuals. To ensure your journey stays smooth, we've developed a simple guide on our customer support services.
From checking your warranty coverage and scheduling a repair to returning the Strutt ev¹c, here is a snapshot of our after-sales policies for purchases made directly through the Strutt website.
What Does the Strutt Warranty Cover?
We engineered our smart personal mobility vehicle for long-term durability. As long as you are using your Strutt ev¹c as intended (avoiding extreme off-roading, high-pressure washes or unauthorised modifications), our official warranty protects your investment against manufacturing defects.
Here is what we cover:
- Vehicle Frame (5-Year Warranty): The core of your vehicle is built to last. We cover the chassis, armrests, and seat structure for a full 60 months.
- Power and Smart Electronics (2-Year Warranty): Essential motors and smart components are covered for 24 months. This includes the front and rear wheel motors, battery, charging systems, screens, LiDAR, cameras, and smart driving modules.
- Damaged on Arrival (48-Hour Notice): Wear-and-tear items (such as tyres or mudguards) and comfort components (such as seat cushions) do not carry a long-term warranty. However, if anything arrives damaged or defective straight out of the box, please notify us within 48 hours of delivery for an immediate replacement.
If your vehicle requires a repair due to a covered manufacturing defect, Strutt will cover the costs of all replacement parts and shipping.
Out-of-Warranty Repairs and Support
We know that life happens. Whether your vehicle experienced an accidental bump or simply needs a tune-up after your warranty expires, our service team is ready to help.
Strutt offers comprehensive paid repair services using official Strutt replacement parts. We value full transparency; our certified technicians will provide a clear quote covering parts, labour, and shipping before starting any work. No surprises, just honest service to get your Strutt back on the road.
Strutt Order Cancellation Policy
We process vehicle orders quickly to get you moving faster, but we understand that plans change.
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Within 12 Hours
Cancelling your order within the first 12 hours is completely free.
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After 12 Hours (Unshipped)
If you cancel after 12 hours but before the item dispatches, a standard 5% cancellation fee applies.
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After Shipment
Once your order has left our facility, it falls under our standard return policy. This includes a 15% processing fee and return shipping costs. To ensure the return process is as smooth as possible, please accept the delivery and contact our team to generate a return label. As the vehicle requires specialised return logistics, we seek your understanding that declining the delivery at the door will incur an additional 10% handling fee.
How the Strutt Return and Exchange Policy Works
Buying a personal mobility device is a big decision. If your new product does not fit your lifestyle, our official return policy offers flexible options.
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The 14-Day Unactivated Product Return
If you decide the Strutt ev¹c isn't the right fit, you have 14 days from delivery to request a return. We will gladly process your return provided the vehicle meets these conditions:
- Not activated: The on-screen QR code has not been scanned to link the vehicle to your Strutt account.
- Looks brand new: The vehicle shows zero signs of wear.
- Ready to ship back: All original packaging, manuals, and accessories are included.
To help us offer this flexible trial period, we seek your kind understanding in covering the return shipping costs. -
The 30-Day Trial Return
We understand you may need a short test run to know for sure if the Strutt ev¹c is right for you. If you have activated your vehicle, you have a 30-day window to request a return provided it meets a few guidelines:
- Usage Limits: Total driving distance is kept under 10 km (6 miles) and power-on time is under 20 hours.
- Condition: The vehicle is returned free of scratches or structural damage.
- Shipping & Processing: To help us sustain this programme, we ask that you cover the return shipping costs. A 5-10% refurbishment fee may apply based on the vehicle's condition to help us transition it to our pre-owned fleet.
Strutt Product Exchanges
If you receive an incorrect configuration or encounter an unexpected performance issue within your first 30 days, please contact our support team immediately. We will prioritise sending a replacement so your daily routine is not interrupted.
Quick Tip: We highly recommend keeping the original Strutt packaging for the first 30 days. It’s custom-fitted to protect your Strutt ev¹c during transit, ensuring any potential return or exchange is as secure and hassle-free as possible.
How to Contact Strutt Customer Service
Getting in touch should be the easiest part of the process. Whether you need to file a warranty claim, ask a maintenance question, or initiate a return, our team is here for you.
Before sending any products back to our facility, please email us to request an official Return Merchandise Authorisation (RMA) code. Including the RMA code on your package helps our warehouse team process your return efficiently.
Simply reach out to us at service@strutt.inc, and our service team will respond to you within 2 business days.
Got Questions? We've Got Answers.
Navigating warranties, returns, and repairs doesn't have to be complicated. We've rounded up the most common questions from the Strutt community so you can find what you need and get back to enjoying the ride.
Warranty and Repairs
Q: How long is the warranty on my Strutt product?
A: Warranty lengths vary by component:
- 60 Months: Vehicle frame (chassis, armrest, seat structure)
- 24 Months: Front and rear wheel motors, battery, charging systems, and electronics (LiDAR, cameras, screen, sensors, smart driving modules)
- 48 Hours (Damaged on Arrival items only): Consumables (tyres, mudguards) and comfort parts (seat cushions)
Q: What does “Damaged on Arrival” (DOA) mean?
A: If your product arrives with obvious defects or shipping damage, please report it to our Strutt service team within 48 hours of receipt. Our team will confirm the issue and offer a free exchange, repair, or refund.
Q: Will my warranty start over if I get a replacement product?
A: The warranty period continues from the original purchase date. If your product is exchanged under warranty, the replacement unit will simply inherit the remaining warranty period of your original purchase.
Q: How do I initiate a return, exchange, or warranty claim?
A: To get started, please contact us at service@strutt.inc for a Return Merchandise Authorisation (RMA) code. Adding this code to your shipping package ensures our warehouse can seamlessly receive and process your request without any delays.
Order Cancellations
Q: Can I cancel my order before it ships?
A: Yes. If you cancel within 12 hours of placing the order, it is completely free. If you cancel after 12 hours but before it dispatches, a 5% processing fee will be applied to your refund.
Q: What if I want to cancel my order after it has already shipped?
A: For orders already in transit, a standard 15% processing fee applies, and we kindly seek your understanding in covering the return transit costs.
Note: To help us manage the specialised logistics of shipping the Strutt ev¹c, please accept the package upon arrival and contact us to start your return. Deliveries that are declined at the door will incur an additional 10% restocking and logistics fee.
Returns and Refunds
Q: How long do I have to return my product?
A: Your return window depends on whether you have set up the vehicle:
- 14 Days (Unactivated): If your Strutt ev¹c is unactivated, unused, and ready to ship back in its original packaging, you have 14 days from delivery to request a return.
- 30 Days (Activated Trial): If you have already activated the vehicle for a test run, you have up to 30 days to request a return, provided it has less than 10 km (6 miles) of use, under 20 hours of power-on time, and no damage. (Please note that we seek your understanding in covering return shipping costs, and a small refurbishment fee may apply for ridden vehicles.)
Q: Do I need to keep the original box?
A: Yes. All returns require the complete original packaging, accessories, and manuals. Strutt highly recommends keeping the original packaging for at least 30 days after your delivery.
Q: Do I have to pay for return shipping?
A: If you are returning a product due to personal preferences, we kindly seek your understanding in covering the return shipping costs. A 5-10% depreciation fee may apply for activated products. If the product has a quality issue or manufacturing defect, Strutt will cover the shipping fees.
Q: How long does it take to get my refund?
A: Once your returned product is received and our team completes the standard quality verification, we will process your refund to your original payment method within 7 to 15 business days.
