Refund & Returns Policy

Summary

• 14-day return window on all in-stock products (M4, M4 Pro, A6).
• No restocking fee — full refund of the product price.
• £1,000 X12 / X12 Pro deposits refundable within 14 days of payment.
• 2-year warranty on every XSTO product we sell.
• Faulty goods: repair, replace or refund under the Consumer Rights Act 2015.

1. Your right to cancel (14 days)

Under the UK Consumer Contracts Regulations 2013 you may cancel your order for any reason within 14 days of receiving the goods. To exercise this right, email sales@sablemotion.comwith your order reference and we will issue return instructions.

Returned items must be unused, in their original packaging and in a re-saleable condition. Refunds are issued to the original payment method within 14 days of us receiving the returned item.

2. Restocking & return shipping

We do not charge a restocking fee. For change-of-mind returns, the buyer is responsible for arranging safe return carriage; we are happy to recommend insured couriers experienced with mobility equipment.

3. Pre-order & build-slot deposits

The £1,000 deposits taken for the XSTO X12 and X12 Pro reserve a build slot in the next production batch. Deposits are fully refundable within 14 days of payment. After 14 days the deposit is non-refundable, as your unit is allocated and tooling is committed. The remaining balance is invoiced before dispatch.

4. Warranty (2 years)

All XSTO products sold by Sable Motion include a 2-year warranty covering manufacturing defects under normal use. Some consumable or wear components (tyres, brake pads, grips) and certain third-party electronic accessories may carry a shorter manufacturer warranty — full details are included with each product.

5. Faulty or misdescribed goods

Your statutory rights under the Consumer Rights Act 2015 are unaffected by this policy. If a product develops a fault or does not match its description we will, at our discretion and within the timescales set by the Act, repair, replace or refund the item. Contact us as soon as the issue arises and we will arrange collection at no cost to you.

6. Non-returnable items

For hygiene and safety reasons, items that have been used outdoors, soiled, or modified cannot be returned for a change-of-mind refund. This does not affect your rights for faulty goods.

7. International returns

We ship to the EU, US, Canada, UAE, Saudi Arabia, Australia, New Zealand, Switzerland, Norway, Japan, Singapore and Hong Kong. The same 14-day right to cancel and 2-year warranty apply to every international order.

Return shipping: for change-of-mind returns from outside the UK, the buyer arranges and pays for insured return carriage to our UK facility. We will quote a collection price on request if you'd prefer us to organise it (deducted from the refund). For faulty or misdescribed goods, we cover return shipping worldwide — contact us and we will book and pay for the collection.

Duties & taxes: import duties, VAT or sales tax paid at delivery are levied by your local customs authority, not by us. Where these are recoverable on a returned export (most EU countries, UAE, Australia, etc.) we will assist with the paperwork, but the refund of duties is made by your customs authority, not by Sable Motion. The product price itself is always refunded in full.

Refund currency: refunds are issued in GBP to the original payment method. Your bank or card network applies the prevailing exchange rate on the refund date — small differences vs. the original charge are normal and outside our control.

Condition on arrival: returned items must arrive unused, in original packaging and in re-saleable condition. Please photograph the unit and packaging before despatch — this protects you if the courier damages the parcel in transit.

8. How to start a return

Email sales@sablemotion.com with your order number, the item, and the reason for return. A specialist will reply within one working day with collection or drop-off options.