PART1 - WARRENTY POLICY

Warrenty Policy for OKAI

Electric Scooters brought in OKAI website come with a warranty covering parts due to manufacturing defects. Here are three guarantee standard for parts: 

If a defect arises during the warranty period, OKAI will repair the affected product at no charge, exchange with an equivalent refurbished replacement, or supply a replacement part if the problem is isolated and can be rectified with new part(s). 

To start a warranty claim, please follow these steps: 

  1. Apply a warrenty authorization number(WAN) by submitting a warrenty form.
  2. Receiving the mail of a WAN by OKAI.
  3. Packed the product securely in the original packaging.
  4. Marked your WAN clearly on the outside of the package or the item will be refused.
  5. A proof of your original purchase is required.

Battery Related Issues: Lithium-ion battery packs are a wear and tear component that can lose its charge capacity over time. 

Defective batteries are rare, but they are covered under warranty.  Receiving a defective battery would usually mean it can not be charged or operated inside the scooter.  If you believe your battery is defective, please upload photos of the battery’s serial number below. If due to manufacturers defect customers are issued either a 1 time replacement battery or scooter. 

Dead on Arrival: In the rare case where your scooter arrives defective, OKAI Inc will either replace the defective component, repair the scooter, or send a replacement unit at no charge.  In situations where the scooter needs to be sent back to us, we will provide a prepaid return label. Dead on Arrival claims must be made within the first 14 days.

Mulberry Extended Warranty The extended warranty is available to purchase at checkout or up to 30 days after purchase. 

For customers experiencing issues that fall outside the warranty period, we are still here to help. Feel free to leave us a message and we’ll get back to you ASAP.

International Customers

The same warranty and return conditions outlined above also apply for international orders shipped outside the US.  However, the buyer will be responsible for shipping and customs duties & taxes when shipping the product back for a return or repair.