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:

1. Customer means a customer who purchases a Product in the United Kingdom.
2. Evolve UK means Mobocom Ltd (Company No. 08653456) trading as Evolve Skateboards UK of Unit A, Kingsfield Close, Northampton NN5 7QS, United Kingdom.
3. Fault means an error or malfunction causing the Product to function other than in good operating order.
4. Product means any product sold by Evolve UK.
5. Sale Terms and Conditions means the terms published by Evolve UK from time to time at www.rideevolve.co.uk/pages/store-policies.
6. Service means any diagnostic, repair or maintenance work undertaken by Evolve UK to return a Product to good operating order.
7. Service Assessment means the diagnostic procedure undertaken by Evolve UK at the request of the Customer to identify a Fault.
8. 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).
9. Service Documents means any document Evolve UK requires to be completed before a Service Assessment, which may include a Work Authorisation Form.
10. Service Fee means the fee payable by the Customer for any Service performed outside warranty coverage.
11. Unauthorised Modification has the meaning given in clause 5.3.
12. Warranty means the warranty terms set out in the Warranty Policy.
13. Warranty Policy means the policy published by Evolve UK at www.rideevolve.co.uk/pages/warranty-policy.
14. Work Authorisation Form means the form issued by Evolve UK for completion prior to a Service Assessment.

2. Service Policy

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

1. the procedures followed by Evolve UK; and
2. the requirements and expectations of the Customer,

when a Product is to be serviced by Evolve UK. This policy must be read alongside the Sale Terms and Conditions, the Warranty Policy, and any other relevant policies published by Evolve UK.

3. Service Communication and Initial Contact

If a Customer believes a Product has developed a Fault, please contact our Northampton Service Centre via email or phone:

support@rideevolve.co.uk  |  01604 962022

A representative will advise on troubleshooting steps and whether the Product should be returned for assessment. Proof of purchase (invoice or receipt) may be required at any stage. The Customer must provide clear and accurate information. Evolve UK is not responsible for delays or damage caused by incorrect details. All communication must be courteous and professional.

4. Providing Products for Service Assessment

• The Customer is responsible for delivering the Product to Evolve UK at their own cost and risk unless agreed otherwise. A Service Assessment Fee may apply.
• Unless otherwise requested, the Product must include the complete board, remote, and charger set.
• Evolve UK will provide any required Service Documents, which must be completed and returned with the Product. Failure to do so may result in refusal of assessment.
• If documents are submitted electronically, ensure the physical package is clearly marked with the Customer name, return authorisation number (if applicable) and tracking details.
• The Product must be safely and securely packaged—preferably in its original box. Insufficient packaging may incur repacking costs for safe return shipment.
• Customers are strongly encouraged to use a tracked and insured courier service. Evolve UK cannot accept responsibility for loss or damage in transit due to improper packaging or courier handling.
• The Customer must ensure the Product is safe for transport and complies with current transport regulations (including for lithium-ion batteries). Evolve UK is not responsible for non-compliant shipments.

5. Service Process

• Products are processed in the order received. The current standard assessment turnaround time is approximately 1 – 10 working days from receipt; this is an estimate only.
• Customers must not attempt self-repair. The Warranty may be void if Evolve UK reasonably believes unauthorised repairs have been attempted.
• If the Product is found to have Unauthorised Modifications (including altered wiring, third-party components or other unsafe alterations), Evolve UK may refuse service and return the Product after payment of the Service Assessment Fee.
• Evolve UK will determine whether the Fault is:
  1. Covered by Warranty – the Product will be serviced free of charge under the Warranty Policy; or
  2. Not covered by Warranty – a written quotation for the Service Fee will be provided for Customer approval.
• No out-of-warranty work will commence without prior written authorisation. If the Customer declines, the Product will be returned after payment of the Service Assessment Fee.

6. Fees

• A Service Assessment Fee applies where no Warranty coverage exists. The amount will be confirmed in advance and forms part of the Service Documents. The fee is payable upfront and includes assessment plus return shipping (excluding insurance).
• Where a Service Fee is quoted and accepted for non-warranty work, it is payable in addition to the Service Assessment Fee.
• All invoices relating to:
  1. the Service Assessment Fee;
  2. any Service Fee; and
  3. any other reasonable costs incurred,
  must be paid in full before the Product is released.
• Except for the upfront Service Assessment Fee, all invoices must be paid within 14 days of issue.
• Failure to pay within 14 days may result in a holding fee being applied. If unpaid after six (6) months, ownership of the Product may transfer to Evolve UK unless otherwise agreed in writing.

7. Return of Serviced Products

• Once payment is received and the Service is complete, Evolve UK will:
  1. return the Product in good operating order with the reported Fault rectified;
  2. dispatch promptly, although courier/postal delays are beyond our control;
  3. provide documentation detailing the assessment and any repairs performed;
  4. ship boards and batteries by road courier and all other items via standard post;
  5. issue tracking details where available; and
  6. ensure suitable packaging for safe transport.
• Evolve UK recommends shipping insurance for all returns. Customers may request insured shipping at their own cost.

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Contact: For all service or warranty enquiries, please email support@rideevolve.co.uk or call 01604 962022.

This policy is governed by the laws of England and Wales. Nothing in this policy affects your statutory rights under UK Consumer Law.