Terms & Conditions
Please read these General Terms and Conditions (the "Terms") carefully before accessing and using the website (the "Website") or ordering any products via the Website.
The products marketed and sold via the Website are sold and invoiced by STEP Belgium, a company organized under the laws of Belgium with registration number 0756951970, VAT number BE0756951970, and having its registered address at Brixtonlaan 9/10, 1930 Zaventem ("STEP", "we", "us", "our").
For information regarding orders, deliveries, and general purchase inquiries, please contact STEP's customer service at
1.1 These terms and conditions are applicable to all customers who purchase a device.
1.2 STEP reserves the right to refuse or cancel any order, for any reason, for example, out of stock, incorrect pricing, or any reason not aligning with STEP’s business policies and terms. If your order is canceled, we will contact you to find a solution or issue a full refund and will notify the customer without delay.
By ordering the products via the website you hereby confirm that you fully understand, agree, and comply with these terms and you have understood all the information given during the purchase procedure.
2.1 STEP sells the products displayed on the website when each order is confirmed and submitted by the customer.
2.2 Products can be ordered by completing the checkout process at our website and Bol.com. Once the checkout process is completed, we will send you an Order Confirmation. The Order Confirmation will contain a specification of the Products ordered, the main characteristics of the Products, instructions for the use and maintenance of the Product, detailed information concerning the price, terms of payment, and a copy of the applicable version of these Terms.
2.3 The customer is responsible for providing the correct contact information. Any incorrect data if noticed by the customer must be notified us without undue delay.
2.4 We will not process incomplete or incorrect orders or orders concerning Products that are no longer available. If we do not process an order, we will notify you by email and specify the reasons thereto. If the order has been placed and payment has been made for Products that are no longer available, we will refund the amount paid for the ordered products without undue delay.
3.1The Customer is aware that all the Products are new, yet out of the box i.e “Open-box”. The Customer accepts that a Product may or may not have packaging.
3.2 We do our best to ensure that the images and colors we show on our website are accurate.
3.3 Please be advised that for some of the Products, the Customer may download an app for mobile devices. For some of the Products, this app will not be provided by STEP but by a third party. If the Customer chooses to download such an app, please be informed that STEP is not a party to any agreements between the Customer and the third party and is not liable for any claims arising from the Customer's use of the app.
3.4 The Customer acknowledges and agrees that product images and product descriptions provided on the Website are provided for information purposes only and that such images and product descriptions may not be representative of all of the specifications of each Product.
3.5 Customers may (depending on the circumstances) have the right to return defective Products and request that such Products are repaired, replaced, or refunded within 14 days of the receiving date. You may also have the right to terminate the purchase agreement, claim a price reduction, and claim compensation for damages.
3.6 Consumers are advised to dispose of the Product, once it has expired, at a recycling station as these are categorized as electric waste.
4. Price and payment
4.1 All prices mentioned on the website are inclusive of VAT and sales tax.
4.2 All additional costs and expenses, such as delivery costs, will be clearly indicated prior to check-out and your placement of an order.
4.3 Payment of ordered Products can be made by using one of the payment methods offered from time to time on the Website.
4.5 The price for the product and all services mentioned above will be charged to the chosen payment method when the checkout process is completed.
5. Delivery terms
5.1 Ordered Products will be delivered to the address indicated by the Customer in the order. For more information regarding deliveries, please contact our customer support at email@example.com.
5.2 STEP will deliver the Product without undue delay. However, please be advised that all delivery times on the Website are estimates.
5.3 For the delay in delivery (and you have not caused this delay), you can inform us:
You still want the order so that we deliver the Products. Where the delivery at a certain time, taking into account the prevailing conditions at the time of purchase, is of material importance to you, or you have notified STEP, at the time of purchase, that delivery of the Product no later than a specified date was crucial for you to purchase the Product – you may terminate the agreement.
5.4 We are not liable for delay in delivery for unavoidable circumstances which are not under STEP’s control like lockdown, strike, epidemic outbreak, any calamities, or any law changes which could not be foreseen.
6.1 The Customer is aware and accepts that STEP does not provide any warranty unless otherwise expressly stated in these Terms.
6.2 STEP will not be liable for any damage or harm suffered by the Customer as a result of using the Electric scooter.
6.3 Any delay caused by force majeure, such as strikes, lockouts or lack of operating resources or raw materials, which are beyond STEP's control and could not be foreseen when the agreement between you and us was concluded shall not bring about liability for STEP.
7.1 If you have availed of warranty, please note that you must notify our team of any defect within a reasonable time from noticing the defect, but no later than six (6) months from the date upon which you received the Product. If STEP has been grossly negligent or has acted in bad faith, or if the Product is so defective that use of the Product involves a clear danger to life or health, you have the right to return the defective Product after more than six (6) months. We recommend that you notify us of defects as soon as possible and at least within one (1) month from the date upon which you noticed the defect.
7.2 For our investigation of the defect, we may request a description of the defect and how the defect occurred. You may also be requested to provide visual evidence in the form of images or videos clearly showing the defect.
7.3 For the return of the defective Products, you should send the defective Products (at your own cost) to our office address: Avenue Jules Bordet 13, 1140 Evere, Belgium.
7.4 If our investigation shows that the Product was defective, we will reimburse you for the reasonable costs, replace or repair the device. However for a defect under conditions like misused, abused, or subjected to neglect, improper or inadequate care, carelessness, damage, or abnormal conditions; accident or damage due to an incorrect attempt of alteration or repair; used contrary to applicable manuals or instructions for the Product; deteriorated through normal wear and tear after delivery by us will be categorized as non-defective Product. To the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges, or expenses arising due to the request to repair, replace or refund such non-defective Product.
8. Right of Withdrawal
8.1 This section is applicable to customers who are legally entitled to withdraw from any purchase of products (for any reason, without penalty, and without having to provide an explanation) within fourteen (14) days from the delivery date of the Products.
8.2 The right to withdrawal can be exercised by being in touch with us via firstname.lastname@example.org for an early response.
8.3 Under the right of withdrawal, the Consumer must send the Product back to us within fourteen (14) days from the date upon which the Consumer notified us that he or she wishes to exercise the right of withdrawal.
8.4 The customer must return the original product with all its original parts, charger, and all the documents.
8.5 Please be advised that the Consumer will be responsible for paying the delivery costs for returning the Products and bears the risk in connection with the return shipping. For the avoidance of doubt, we do not accept any responsibility for Products damaged, stolen, or lost while in transit, or, in any case, in relation to such Products' return shipping.
8.6 STEP will refund the entire amount paid for the returned Products, within fourteen (14) days from the date of the withdrawal. Please be advised that we may withhold the refund until the Products are properly received by us or until the Consumer is able to demonstrate that the Products have been properly returned, whichever date is earlier.
8.7 No amount will be charged in relation to the refund. It will be refunded using the same means of payment used in the initial transaction unless otherwise specified.
8.8 STEP is entitled to deduct an amount equivalent to the Product's decrease in value due to use to a greater extent. In such a case, the customer will be notified by email of the amount that we will deduct from the refunded amount, unless the Consumer elects to have the Products sent back to him or her (at the Consumer's own cost) in the same condition in which they were returned.
8.9 If the right of withdrawal is forfeited, we will send back the purchased product, and charge the relevant delivery costs.
9.1 The terms and conditions are subjected to change from time to time keeping in mind the undergoing changes, legality, and other reasons. The new amendments will be effective as of the date of publication on our website.
9.2 Amendments will not affect orders confirmed by us prior to the effective date of new or amended Terms.
9.3 Please note that we might not undertake to archive historic versions of these Terms. As such, we recommend that you store and print the copy of these Terms which is included in the Order Confirmation.
10.1 STEP considers the protection of your personal data to be important. How we protect your personal data is explained in our Privacy Statement. Questions or remarks in this regard may be addressed to email@example.com
11. Applicable Laws and Disputes
11.1 Belgian law applies exclusively to the Subscription and the General Terms and Conditions.
11.2 All disputes arising from or connected with the Subscription will only be submitted to the competent court of Brussels.