After-sales service

After-sales Help and Information
After-sales service

In order to respond to any incident, you must register it directly from your customer account:

  •  Access your account from our website.
  • Go to the order history and select the defective product.
  • Select the product to be returned, the quantity and the solution you want.
  • Add a brief description of the incident and click on the Make a return receipt button

Our After-Sale Service will attend to your request via the email returns@iwatmotion.co.za (this service does not have telephone service). You must provide all the information required according to the type of return (see Types of Return) and in the subject of the email write your reference number. If you need any advice, you can contact our customer service department directly on telephone 0208 089 0134.

Types of Return

Due to damage during shipment
In the case of receiving a product damaged during transportation, the customer should inform the post-sales department of receipt of the shipment (registering any damage caused during transportation), through their customer account within 48 hours. When recording the incident, the post sales department will request the following information via email:

  • 01.Detailed description of what happened, indicating everything that helps to clarify the facts and demonstrate the failure of the carrier service, causing the breakage / malfunction of the product.
  • 02.Photographs in which the material defects are clearly identified.
  • 03.Photographs of the packaging where "flaws / blows / breaks" can be clearly seen. This field is very important since, if the carrier's failure is not clearly demonstrated, the claim may not be considered.
  • 04.Photographs of the carrier label in which the entire product on which the claim is being made is also seen.

You should reflect during this process that the system has generated an incidence. iWatMotion will process the claim and inform you at all times of its status. Keep in mind that any incomplete notifications or notifications formulated by other means will not be considered nor will your date of notification be valued for the purpose of a later claim by the correct means.

We recommended that if any damage to the packaging of your order can be seen upon receipt that you make a note on the delivery-man’s delivery note (this will facilitate proceedings when processing any subsequent claim).

Error or omission of any product in the shipment
If you do not receive a product, the product differs from that ordered or does not meet the characteristics ordered or detailed on the website. The customer has a period of 24 hours from receipt to notify the after-sales department (process a return) of the failure / error of delivery through their customer account and provide all the required documentation detailed below by emailing: returns@iwatboard.com

  • 01.Detailed description of what happened, indicating everything that helps clarify the facts and demonstrate the incident.
  • 02.Photographs that help identify the incident. Examples: Take pictures / screen shots to prove website / product description faults. For the non-reception of a product, take photographs in which the order is identified with all the products received positioned as received, with the padding if any, within the corresponding box. This field is very important since, if the incident is not clearly demonstrated, the claim may not be considered.

Product defect (Warranty)
If the product received presents some type of defect or functional deficiency, we will proceed to repair or change it following the following process:

  • 01.Register the incident through your customer account.
  • 02. A return will be generated by our system to be processed.
  • 03.A "collection management email" will be sent to you in which you will be asked for a series of documentation to help us understand the incident. Before proceeding to collection, you will be offered indications that in many cases will help you to solve the incident.
  • 04.Once the process has been completed, we will provide a pick-up date. iWatMotion will proceed to repair or replace the item and will assume the shipping costs as well as return. On the contrary, if once the product is received it is found to be in perfect condition, in this case being a false incident, the customer will assume the costs of collection and return (£44.95 incl. VAT).

Important: We advise that before processing the return, be sure to carry out the pertinent tests to verify that the product actually does not work, since if the product is received and is found to function correctly, and the reason for the return is due to the lack of knowledge on how to use the product, the customer will assume all the shipping costs. In addition, the customer should not use the defective product until our technical team can provide a solution.

If you need any technical advice, you can contact us through our Customer Service form.

Withdrawal of purchase
We accepted the return of our products (withdrawal of purchase), within 14 days of receipt of the product, as long as the product is in perfect condition (the product must be returned with all its accessories). Returning the product in any packaging other than the original will entail a depreciation of the product. It must be returned in perfect condition. If the products received are dirty, smeared, smell, mistreated or damaged the value will undergo a depreciation.

The customer will be responsible for the costs of return, see the table below. Once the product is received, iWatMotion will refund the value of the product or give a voucher for the next purchase as agreed with the customer.

Table of return costs:

iWatBike iCity £59.95
iWatBike iRider / iWatScooter / iUrban £49.95
iWatShoes / iWatSpace / iWatCycle / Accessories £21.95
iWatStreet / iWatRoad £39.95
iWatBoard £29.95
iWatSkate £29.95

*If the products being returned for any reason not attributable to iWatMotion, were initially purchased with free shipping, the amount corresponding to the shipment will be deducted from the customer, depending on the material / weight / number of packages returned. You should follow the steps below:

  • 01.Register the incidence from your account for withdrawal of purchase and indicate what solution you would like:
  • 02.iWatMotion will answer your request by email, always reflecting the reference number that the system generates.

Particularities of the withdrawal of purchase:

Once all the requested documentation has been received, our team will confirm whether the product is in the correct state and whether your request for withdrawal can be accepted or not and will indicate a pick-up date. When the material is received at our facilities, the status of the package and the product will be verified and reviewed by our Technical Service and once confirmed that everything is correct, iWatMotion will proceed accordingly to issue the voucher or refund the amount of the product, less the cost of the return. The voucher will be activated within 24 – 48 hours and the estimated term for the refund will be without undue delay within 14 calendar days of the date on which the decision to withdraw from the consumer contract was informed.

In exceptional circumstances, demerits will be applied (to be determined in each case) on the value of the product on those occasions in which a product does NOT comply with any of the conditions on which the right of withdrawal is accepted and iWatMotion decides to admit the return of the same applying the corresponding penalty. A clear example are those parts which have deteriorated due to use by the customer (if any) and that consequently is not covered the manufacturer’s warranty.

Important: We advise that before processing the return, be sure to carry out the pertinent tests to verify that the product actually does not work, since if the product is received and is found to function correctly, and the reason for the return is due to the lack of knowledge on how to use the product, the customer will assume all the shipping costs. In addition, the customer should not use the defective product until our technical team can provide a solution.

If you need any technical advice, you can contact us through our Customer Service Form.

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