Evolve Skateboards UK – Service Policy

Entity: Evolve Skateboards UK – Mobocom Ltd (Company No. 08653456)
Address / Service Centre: Unit A, Kingsfield Close, Northampton, NN5 7QS, United Kingdom
Website: www.rideevolve.co.uk
Email: support@rideevolve.co.uk
Phone: 01604 962022

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1. Definitions

In this policy:

Customer means a customer who purchases or owns a Product in the United Kingdom.
Evolve UK means Mobocom Ltd (Company No. 08653456) trading as Evolve Skateboards UK of Unit A, Kingsfield Close, Northampton NN5 7QS, United Kingdom.
Fault means an error or malfunction causing the Product to function other than in good operating order.
Product means any product sold or serviced by Evolve UK.
Sale Terms and Conditions means the terms published by Evolve UK from time to time at www.rideevolve.co.uk/pages/store-policies.
Service means any diagnostic, repair or maintenance work undertaken by Evolve UK.
Service Assessment means the diagnostic procedure undertaken by Evolve UK at the request of the Customer to identify a Fault.
Service Assessment Fee means the fee payable by the Customer for a Service Assessment, including return shipping of the Product to the Customer (excluding insurance).
Service Documents means any document Evolve UK requires to be completed prior to a Service Assessment, including a Work Authorisation Form.
Service Fee means the fee payable by the Customer for any Service performed outside Warranty coverage.
Unauthorised Modification means any repair, alteration, or modification not approved in writing by Evolve UK.
Warranty means the warranty terms set out in the Warranty Policy.
Warranty Policy means the policy published by Evolve UK at www.rideevolve.co.uk/pages/warranty-policy.
Work Authorisation Form means the form issued by Evolve UK for completion prior to a Service Assessment.

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2. Service Policy Overview

This policy outlines Evolve Skateboards UK’s commitment to high-quality service and defines:

• the procedures followed by Evolve UK; and

• the requirements and responsibilities of the Customer

when a Product is submitted for service, assessment, or repair.

This policy must be read in conjunction with the Sale Terms and Conditions, the Warranty Policy, and any other policies published by Evolve UK.

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3. Service Communication and Initial Contact

If a Customer believes a Product has developed a Fault, they must contact our Northampton Service Centre via:

Email: support@rideevolve.co.uk
Phone: 01604 962022

A representative will advise on initial troubleshooting and whether the Product should be returned for assessment. Proof of purchase may be required at any stage.

The Customer must provide accurate and complete information. Evolve UK is not responsible for delays, misdiagnosis, or loss arising from incorrect or incomplete information provided by the Customer.

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4. Providing Products for Service Assessment

4.1 The Customer is responsible for returning the Product to Evolve UK at their own cost and risk, unless expressly agreed otherwise in writing.

4.2 A Service Assessment Fee may apply and will be confirmed in advance.

4.3 Unless otherwise requested, the Product must be returned complete, including the board, remote, and charger.

4.4 All required Service Documents must be completed and submitted prior to assessment. Failure to do so may result in refusal of service.

4.5 Where documents are submitted electronically, the physical package must clearly display the Customer name, return reference number, and tracking details.

4.6 Packaging Requirements:
The Product must be safely and securely packaged for transit, preferably in its original packaging or equivalent protective packaging suitable for high-value electronic goods.
Inadequate packaging may result in additional repackaging charges or refusal of assessment.

4.7 Courier and Insurance:
The Customer is strongly encouraged to use a tracked and insured courier service. Evolve UK accepts no responsibility for loss or damage in transit to us, including where caused by inadequate packaging, courier handling, theft, or misdelivery.

4.8 The Customer must ensure the Product complies with all applicable transport regulations, including lithium-ion battery shipping requirements. Evolve UK is not responsible for non-compliant shipments.

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5. Service Process

5.1 Products are processed in the order received. Standard assessment turnaround is approximately 1–10 working daysfrom receipt (estimate only).

5.2 Customers must not attempt self-repair. Unauthorised repairs may void Warranty coverage.

5.3 If Unauthorised Modifications are identified, Evolve UK may refuse service and return the Product following payment of the Service Assessment Fee.

5.4 Following assessment, Evolve UK will determine whether the Fault is:

• Covered by Warranty, in which case service will be provided in accordance with the Warranty Policy; or

• Not covered by Warranty, in which case a written quotation will be issued for approval.

5.5 No out-of-warranty work will commence without written authorisation. If declined, the Product will be returned following payment of the Service Assessment Fee.

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6. Fees and Payment

6.1 Where applicable, the Service Assessment Fee is payable upfront and includes assessment and return shipping (excluding insurance).

6.2 Any Service Fee for non-warranty work is payable in addition to the Service Assessment Fee.

6.3 All invoices must be paid in full prior to release of the Product.

6.4 Except for upfront assessment fees, invoices are payable within 14 days of issue.

6.5 Failure to pay may result in storage fees. Products unpaid for six (6) months may be disposed of or retained to recover costs, subject to applicable law.

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7. Return of Serviced Products

Once Service is complete and payment is received, Evolve UK will:

• return the Product in good operating order;

• dispatch promptly, subject to courier availability;

• provide documentation detailing assessment and repairs;

• ship boards and batteries by road courier and other items by standard post;

• provide tracking details where available; and

• ensure suitable packaging for outward shipment.

Customers may request insured return shipping at their own cost.

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Returns in Transit – Risk and Liability

When returning Products to Evolve UK for service, assessment, warranty inspection, or refund, the Customer remains fully responsible for the Product until it is physically received by us.

The Customer must ensure the Product is suitably packaged for transit and sent via a tracked and, where appropriate, insured courier.

Evolve UK is not liable for any loss or damage occurring during return transit, including but not limited to loss or damage arising from inadequate packaging, courier handling, theft, or misdelivery.

A courier’s acceptance of a package at the point of collection does not transfer liability to Evolve UK, nor does it imply that the Product was suitably packaged for transport.

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8. Governing Law and Consumer Rights

This policy is governed by the laws of England and Wales.

Nothing in this policy limits or excludes the Customer’s statutory rights under UK consumer protection legislation, including the Consumer Rights Act 2015.