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E-vehicles
Depending on size and weight, our e-vehicles are shipped either by a forwarding agent or via DHL.
Accessories and spare parts
Accessories are shipped via DHL.
Batteries
Lead-gel batteries: via DHL
Lithium batteries: via DPD Dangerous goods
- Rolektro e-scooters that are delivered by a forwarding agent are pre-assembled. For most vehicles, this means that only the mirrors need to be fitted.
- Rolektro e-scooters delivered by Rolektro direct delivery are already fully assembled. No additional assembly is necessary here.
- The E-Joy, eco-Fun 20, E-Trike 6 and E-Quad 6 models are pre-assembled. The contents of the additional package, such as baskets, cases, mirrors, etc., must be fitted.
- The velix E-Kick 20 model is pre-assembled. Only the handlebars need to be screwed on.
Shipping by forwarding agent: The scooter is secured on a one-way pallet with cable ties and is additionally protected from damage with transparent film and an outer box.
Rolektro direct delivery: The scooter is delivered without a pallet and already fully assembled.
Shipping by DHL: The scooter is shipped in 2 parcels and is protected accordingly by the shipping carton.
After receiving your order, you will be contacted by Rolektro customer service by e-mail or telephone to check your delivery address and telephone number and to inform you about the shipping process.
Once the shipping details have been synchronised, we will hand over your ordered Rolektro electric scooter to our shipping partners IDS Logistik or DHL Freight. They will distribute your vehicle to a forwarding subcontractor if necessary.
You will then be contacted by the haulage company itself (by telephone or text message) to arrange a delivery date. Only the day of delivery can be agreed, not the exact time. Please also note that no deliveries are made on Saturdays, Sundays or public holidays!
The carrier will then arrive at the delivery address you have specified on the agreed delivery date. Please bear in mind that shipping by a forwarding agent is only free from kerbside, i.e. your e-scooter will be placed on a pallet in front of your front door. There is no final assembly or vehicle instruction on site!
Note: Before you accept the vehicle and confirm delivery to the carrier, you should always check your vehicle briefly but thoroughly for external delivery damage. To do this, please carefully remove the outer carton and the protective film. If there is any visible external freight damage (scratches, dents, etc.), please refuse acceptance. The carrier must then take the vehicle back. If no obvious damage is recognisable, you can accept the vehicle with a clear conscience. Please also read: What do I need to bear in mind when delivering my Rolektro e-scooter?
We have also summarised all the information for you in a video on the shipping process.
No. You should keep the pallet. It can save you a lot of waiting time if you need to collect your electric scooter (e.g. due to a repair) and the carrier can only collect it if the vehicle is secured on a pallet.
If you no longer have the pallet, we will send you an empty pallet by a haulage company if it is necessary to return it. Please note that the process will be delayed accordingly.
If you have no way of storing the pallet, you must dispose of it yourself. The carrier will not take it back with them.
If the e-scooter is delivered by a forwarding agent, please first carefully remove the outer carton and protective film and check the e-scooter for external damage. Please only sign for the delivery with the carrier if no damage is visible!
If you discover any damage, please refuse to accept the delivery!
If everything is in order, the electric scooter can be pushed off the pallet. To do this, remove the cable ties. The e-scooter does not need to be switched on. If necessary, get another person to help you.
The vehicle is delivered with a pre-charged battery, but the battery should be fully charged before the first journey.
Before using the scooter for the first time, read the manual supplied and familiarise yourself with your Rolektro model and its functions.
Please note that all Rolektro e-scooters (exception: E-Quad 6 and E-Trike 6) may only be used on public roads with a valid insurance licence plate!
Before you accept the vehicle and confirm delivery to the carrier, you should always check your Rolektro e-scooter briefly but thoroughly for external delivery damage.
To do this, carefully remove the outer carton and the protective film. If there is any visible external freight damage (scratches, dents, etc.), please refuse to accept the delivery. The carrier must then take the vehicle back.
If no obvious damage is recognisable, you can accept the vehicle with a clear conscience.
These Rolektro models are dispatched in 2 parcels by DHL.
Parcel 1 contains the e-scooter itself. Parcel 2 contains accessories such as the tool kit, mirror, basket, etc.
Both parcels are handed over to DHL at the same time. It can happen that the shipping service provider distributes these two parcels independently of each other and therefore both parcels arrive on different days.
Experience has shown that the second parcel will be delivered a maximum of two working days later. If it has not arrived after this time, please contact Rolekto customer service.
All information & conditions for delivery abroad can be found under the following link:
Delivery abroad - Shipping and payment
If you have any further questions, please do not hesitate to contact our support team.
If no other period is specified in the respective offer, the goods will be delivered in Germany within 1 - 3 working days for goods that can be sent by parcel post and 10 - 15 working days for goods that can be sent by forwarding agent; for deliveries abroad within 5 - 7 working days for goods that can be sent by parcel post after conclusion of the contract (if advance payment has been agreed, after the time of your payment instruction). Please note that there is no delivery on Sundays and public holidays. If you have ordered items with different delivery times, we will dispatch the goods in a single consignment unless we have agreed otherwise with you. In this case, the delivery time is determined by the item with the longest delivery time that you have ordered.
Further information can be found under the following link:
You have the option of paying for your order via instalment purchase by easyCredit. If you have any questions or problems with payment by instalments, please contact easyCredit customer service directly. Payment and payment processing is handled entirely by easyCredit.
Purchase on account is only possible in the Rolektro online shop via the payment provider Klarna. If you have any questions about payment via Klarna, please contact Klarna customer service directly.
For retailers, purchase on account is possible after a verified invoice authorisation. Please contact our B2B support in this regard at:
- Orders delivered by Rolektro direct delivery can always be paid for in cash. Please pay as appropriately as possible. Payment is made directly to the Rolektro supplier on delivery. The supplier will then provide you with the invoice. Rolektro only delivers to delivery addresses within a radius of 150 km from the company headquarters in 40699 Erkrath. Please note that we cannot accept €200 and €500 notes
- Orders that are delivered by a haulage company cannot be paid in cash to the haulier. Our forwarding partner IDS Logistik works with subcontractors throughout Germany, so you always pay your seller directly
- Orders that you collect yourself from our head office in Erkrath can be paid for in cash
If your chosen payment method has been declined, you have the following options:
- Place order again
- Check payment details
- Payment is still declined? Choose another payment method
- When paying via external providers(Klarna, easyCredit, PayPal), these providers may reject the payment (for various reasons). As these reasons are not communicated to us, please contact the relevant provider
- Do you receive a technical error message? Then please contact Rolektro customer service and provide us with as much information as possible (error code or similar). Take a screenshot of the error message
In the Rolektro online shop:
- PayPal
- Instant bank transfer
- Klarna purchase on account
- Prepayment (bank transfer)
- Cash payment on collection
- SEPA bank transfer
- Giropay
- Instalment purchase by easyCredit
- Credit card
Via the Rolektro customer hotline or e-mail:
- Cash payment on collection
- Prepayment (bank transfer)
- Cash on delivery (only applies to items that are dispatched with the shipping service provider DHL)
All information & conditions regarding payment and shipping can be found under the following link:
- Orders delivered by Rolektro direct delivery can always be paid for in cash. Please pay as appropriately as possible. Payment is made directly to the Rolektro supplier on delivery. The supplier will then provide you with the invoice. Rolektro only delivers to delivery addresses within a radius of 150 km from the company headquarters in 40699 Erkrath. Please note that we cannot accept €200 and €500 notes
- Orders that are delivered by a haulage company cannot be paid in cash to the haulier. Our forwarding partner IDS Logistik works with subcontractors throughout Germany, so you always pay your seller directly
- Orders that you collect yourself from our head office in Erkrath can be paid for in cash
You have the option of paying for your order via instalment purchase by easyCredit.
If you have any questions or problems with payment by instalments, please contact easyCredit customer service directly. Payment and payment processing is handled entirely by easyCredit.
Purchase on account is only possible in the Rolektro online shop via the payment provider Klarna. If you have any questions about payment via Klarna, please contact Klarna customer service directly.
For retailers, purchase on account is possible after a verified invoice authorisation. Please contact our B2B support in this regard at:
If your chosen payment method has been declined, you have the following options:
- Place order again
- Check payment details
- Payment is still declined? Choose another payment method
- When paying via external providers(Klarna, easyCredit, PayPal), these providers may reject the payment (for various reasons). As these reasons are not communicated to us, please contact the relevant provider
- Do you receive a technical error message? Then please contact Rolektro customer service and provide us with as much information as possible (error code or similar). Take a screenshot of the error message
You have a statutory right of cancellation of 14 days.
To return your order, please register your return via our returns portal.
You will then receive either a pre-paid DHL return label for items that can be sent by parcel post or further information for collection in the case of forwarding items.
Note: If you have placed your order with a Rolektro sales partner, please send your cancellation directly to the seller's customer service.
You can find all details about returns here. Further information can also be found in the cancellation policy.
You have the right to cancel your contract within 14 days without giving any reason. In the event of cancellation, you can use our sample cancellation form.
As a rule, the battery deposit will be refunded within 20 days of your refund request being checked. Please be sure to provide your bank details for the refund.
Further information can be found under the following link:
As a rule, the battery deposit will be refunded within 20 days of your refund request being checked. Please be sure to provide your bank details for the refund.
Further information can be found under the following link:
- Print out proof of disposal
- Disposal of the used battery
- Send confirmation of disposal
- Repayment of the battery deposit
Further information can be found under the following link:
- Print out proof of disposal
- Disposal of the used battery
- Send confirmation of disposal
- Repayment of the battery deposit
Further information can be found under the following link:
A test drive with all current Rolektro models is possible at our location in Erkrath. Simply make an appointment for a test drive by making an appointment online. Not in the neighbourhood? No problem! A Rolektro partner will be happy to help you
A warranty period of 24 months applies to all Rolektro models. A warranty period of 6 months applies to batteries and wearing parts.
This excludes defects or damage caused by
- Operational wear and tear
- Improper use
- Independent interventions without consultation
- Operating errors & negligent behaviour
In the event of a warranty claim: Always contact Rolektro customer service directly. A Rolektro technician will then discuss the next steps to solve the problem with you. Repairs carried out under warranty by independent workshops or Rolektro service partners without prior consultation with Rolektro customer service will invalidate any claim to reimbursement of costs.
Outside the warranty period: You can contact our service partners directly for repairs outside the warranty period; invoicing is then carried out directly by the respective service partner.
Use the dealer search to find all Rolektro service partners in your area who will carry out repairs in the event of damage. In this case, please also note the information on repair processing via a Rolektro service partner.
Not sure whether your damage is covered by the warranty? Contact Rolektro customer service. We will be happy to help you!
Everything else: 24 months warranty
In principle, all Rolektro e-scooters with a corresponding insurance licence plate are approved for use on public roads. You can find out exactly where you are allowed to ride your e-scooter (cycle path, pavement, pedestrian zone, etc.) here in the overview of legal regulations. Please note that all information depends on the model.
You can find out whether you must wear a seatbelt or use a seatbelt here in the overview of the legal provisions for Rolektro e-scooters. Please note that all information depends on the model.
You can find out whether and which driving licence you need to use a Rolektro e-scooter here in the overview of the legal requirements. Please note that all information depends on the model.
Disposal of the used battery
Due to the Hazardous Goods Ordinance, it is not possible to return used vehicle batteries to us by post. We therefore offer two options for refunding the battery deposit:
- Personal return: Hand in your old battery/ batteries in person at our shop in Erkrath near Düsseldorf.
- Return to a waste disposal company: Dispose of your used battery/ies free of charge at one of the 200,000 collection points, e.g. municipal recycling centres.
Further information can be found at the following link:
Disposal of the used battery
Due to the Hazardous Goods Ordinance, it is not possible to return used vehicle batteries to us by post. We therefore offer two options for refunding the battery deposit:
- Personal return: Hand in your old battery/ batteries in person at our shop in Erkrath near Düsseldorf.
- Return to a waste disposal company: Dispose of your used battery/ies free of charge at one of the 200,000 collection points, e.g. municipal recycling centres.
Further information can be found at the following link:
According to §10 of the Battery Act, every company that puts starter batteries into circulation is obliged to charge a deposit of 7.50 euros if an old battery is not returned at the same time as a new starter battery is purchased (online).
Further information can be found here:
In the event of a warranty claim: Always contact Rolektro customer service directly. A Rolektro technician will then discuss the next steps to solve the problem with you. Repairs carried out under warranty by independent workshops or Rolektro service partners without prior consultation with Rolektro customer service will invalidate any claim to reimbursement of costs.
Outside the warranty period: You can contact our service partners directly for repairs outside the warranty period; invoicing is then carried out directly by the respective service partner.
Use the dealer search to find all Rolektro service partners in your area who will carry out repairs in the event of damage. In this case, please also note the information on repair processing via a Rolektro service partner.
Not sure whether your damage is covered by the warranty? Contact Rolektro customer service. We will be happy to help you!
Unfortunately, it is not possible to make a generalised statement on this, as the duration of the repair always depends on the type of damage. As soon as we receive your vehicle, our Rolektro technicians will gain an overview of the extent of the damage. The repair will then be carried out as quickly as possible depending on the damage. If you have any questions, please contact Rolektro customer service.
Use the dealer search to find all Rolektro partners (service and sales) in your area. Can't find a partner near you? Please contact Rolektro customer service on 02103-4960 or [email protected].
In the event of a warranty claim: Always contact Rolektro customer service directly. Repairs carried out under warranty by independent workshops or Rolektro service partners are not covered by the warranty. Please also refer to the note Who can I contact if I need service?
Outside the warranty period: You can contact our service partners directly for repairs outside the warranty period; invoicing is then carried out directly by the respective service partner.
Not sure whether your damage is covered by the warranty? Contact Rolektro customer service. We will be happy to help you!
We offer minor on-site repairs within a radius of approx. 150 km from our Rolektro workshop in Erkrath. However, this service is not available for all repair work. If it is a more complex repair, we will collect your vehicle and repair it in our Rolektro workshop in Erkrath.
Not in the neighbourhood? No problem! Our Rolektro service partners will be happy to carry out the repair. You can find a partner workshop in your area via the dealer search. Please refer to our information on repair processing via a Rolektro service partner.
You can find suitable spare parts for all Rolektro models here in the Rolektro online shop.
Click on the spare parts category. You can now use the filter options to select your vehicle model and will then be shown all spare parts that are suitable and compatible for your model. Do you only want to see a specific type of spare part, such as light bulbs? Then select the appropriate sub-category of spare parts. Here too, you can use the filter options to select your vehicle model and only the bulbs that fit your vehicle model will be displayed.
Note: We only offer spare parts for Rolektro vehicles, these are not compatible with vehicles from other manufacturers.
Rolektro e-scooters are basically maintenance-free and do not require a mandatory inspection. Nevertheless, certain functions such as the lighting system, brakes, brake fluid and tyre pressure should be checked regularly to ensure safe use. Do you need support or have you discovered a technical problem? Then contact Rolektro customer service or a Rolektro service partner in your area.
Please check the following points:
- Is the battery fully charged?
- Is the handbrake released?
- Is the ignition key in the ON position in the ignition lock?
- Is the main switch under the seat in the ON position?
If you can answer all questions with "Yes" and the e-scooter still does not work, please contact Rolektro customer service.
Please check the following points:
- Is the main switch under the seat set to ON?
- Is the charger connected to the battery or the charging socket?
- Is the charger connected to a functioning power supply?
- Is the charger intact?
If you can answer all questions with "Yes" and the e-scooter still does not work, please contact Rolektro customer service.
In the video section you will find a video with tips & tricks for battery care in winter.
You can read all about the two battery systems, lead-gel and lithium, as well as the advantages and disadvantages of the two batteries here.