Terms of service

Article 1 - General Provisions

These general terms and conditions of sale (the "General Terms and Conditions of Sale") apply to Urban Native Lab, a limited liability company (SARL) with a capital of €1,000, headquartered at Rua da Farrapa, nº 154 G, 4755-212 Fornelos, Braga, Portugal, egistered with the Conservatória do Registo Comercial of the Braga district under number
518594319, with VAT number PT 518594319 ("URBAN NATIVE").
Urban Native designs and sells a high-end electric scooter, the T9, as well as accessories (the "Products"). Urban Native sells its Products exclusively to end consumers, individuals, excluding any resale for professional purposes.

 

Article 2 – Purpose and Acceptance of the General Terms and Conditions of Sale

2.1 These General Terms and Conditions of Sale define the conditions for online purchase of the Product on www.urbannative.com (the "Site") and its delivery to consumers located in Europe, and, upon request to info@urbannative.com, to other countries (the "Client").
They apply to any online order on the Site for delivery within a country covered by URBAN NATIVE (i.e., Europe). For any request for delivery outside this territory, the Client is invited to contact customer service at
info@urbannative.com.

2.2 The Client acknowledges having read and accepted without reservation these General Terms and Conditions of Sale before placing the order by ticking the designated box during the purchase process. Order confirmation implies full acceptance of these General Terms and Conditions of Sale.
The General Terms and Conditions of Sale applicable to the sale are those in effect on the date the order is placed. Any deviation from these Terms and Conditions will only be valid after prior written agreement from URBAN NATIVE.

2.3 URBAN NATIVE reserves the right to modify these General Terms and Conditions of Sale at any time. The applicable Terms are those in effect on the date of the order.

 

Article 3 – Products Offered for Sale on the Site

3.1 Product Description
The Client can consult the complete escription and essential characteristics of the Products on the Site. The essential characteristics are listed on the product page. URBAN NATIVE takes great care in presenting the Products on the Site. However, photographs and graphics illustrating the Products are for reference only and may vary. In case of a clear discrepancy between the Product’s characteristics and its representation, URBAN NATIVE’s liability cannot be engaged.
The Client is invited to consult the Product description on the Site and contact URBAN NATIVE Customer Service at info@urbannative.com for additional information if needed.

3.2 Product Availability
Products are offered on the Site while stocks last. URBAN NATIVE cannot guarantee the availability of Products displayed on the Site.
If a Product becomes unavailable after an order is placed, the Client will be informed by email at the address provided during the order, and the price of the missing Product(s) will not be charged or will be refunded to the Client's bank account.
For pre-orders, the Client will be charged 10% of the total VAT-inclusive price at the time of the pre-order.

 

Article 4 - Ordering and Pre-Ordering on the Site

4.1 The Client must be of legal age, have legal capacity, and possess a valid payment method. Data recorded on the Site constitutes proof of the transaction between the Client and URBAN NATIVE.

4.2 After selecting a Product, the Client validates delivery and payment information before confirming the order. By clicking "Pay," the Client definitively confirms the order and acknowledges their payment obligation.

4.3 Pre-orders
URBAN NATIVE may offer the Client the option to "pre-order" a Product. Pre-ordered Products will only be delivered during the period indicated by the brand, which the Client expressly accepts when placing the pre-order.

After selecting pre-order Products on the Site and adding them to the cart, the Client clicks "Pre-order," provides delivery and payment information, and clicks "Next."

A summary of selected Products is presented in the form of a "Pay" quote.

A 10% advance payment of the Product price is required to confirm the pre-order and reserve the Product.

Once the Product is available, URBAN NATIVE will email the Client to finalize the order and pay the remaining balance.

The Client may cancel the pre-order at any time by emailing sales@urbannative.com or contacting customer support, providing their name and order number. The Company will refund payments within ten (10) days of receiving the cancellation request.

Pre-orders are strictly personal and may not be transferred or assigned in any way.

4.4 Orders
After selecting Products on the Site or confirming pre-ordered Products, the Client provides or validates delivery and payment information.

A summary of selected Products is presented, including nature, quantity, VAT-inclusive price, Client details, delivery address, chosen delivery method, and total order price. The Client clicks "Next" if the summary is correct.

The Client accepts this quote by clicking "Pay." The order is final upon payment, subject to URBAN NATIVE’s acceptance.

Clicking "Pay" constitutes an electronic signature, equivalent to a handwritten signature, proving the order and payment obligation.

Subject to stock availability, URBAN NATIVE will confirm the order and shipment by email so the Client can track it.

Before clicking "Pay," the Client can verify and edit their order. Any changes after confirmation require URBAN NATIVE’s acceptance.

URBAN NATIVE reserves the right to refuse any order for legitimate reasons, particularly if quantities ordered are abnormally high or if the Product is unavailable.

 

Article 5 - Payment & Prices

All orders must be paid online in euros using the authorized payment methods on the Site. Payment methods are specified at the start of the order process. URBAN NATIVE uses Shopify with 3D Secure for payment security.

The Client is charged 10% at pre-order and 90% upon order confirmation.

The Client guarantees authorization to use the chosen payment method. Any payment issue will result in automatic cancellation or suspension of delivery.

Prices include VAT. Delivery fees are indicated at the time of selection. For requests outside covered territories, the Client should contact info@urbannative.com.

URBAN NATIVE reserves the right to modify prices but guarantees the price at the time of order.

No installment payments are offered.

 

Article 6 – Delivery and Risk Transfer

6.1 Delivery Location
Delivery: Products are delivered by URBAN NATIVE within Europe. URBAN NATIVE reserves the right to refuse any delivery requests outside the covered territories. For delivery requests outside Europe, the Client is invited to contact URBAN NATIVE Customer Service by email: info@urbannative.com or by phone: +33 1 84 80 86 07. Delivery times and costs may vary depending on feasibility, the available carrier, and the destination country.

When an order is shipped, URBAN NATIVE notifies the Client by email. Products are delivered to the delivery address provided during the ordering process, no later than 7 business days from order confirmation by URBAN NATIVE for standard delivery within mainland France.

Depending on the destination country, the Client may benefit from a delivery facilitation service. The Client will then receive an email offering six on-demand options: collect the package at a pick-up point, reschedule delivery, change the delivery address, leave the package with a neighbor, leave the package in a secure location, or hold the package for up to 30 days from the originally scheduled delivery date.

For any order not received at the provided address, reshipping costs will remain the Client’s responsibility. For example, if the package was not collected or if the provided delivery address was incomplete or invalid, resulting in the return of the package to URBAN NATIVE. URBAN NATIVE cannot be held responsible for damages resulting from errors in the information provided by the Client (loss of the Product, delivery delays, etc.).

6.2 Delivery Time
Delivery of the T9 typically takes between 5 and 7 business days within Europe. Once the order leaves our warehouse, the Client receives a full tracking link to monitor its progress.

In case of a delay in shipping the Product(s) within the timeframe indicated on the Site, URBAN NATIVE will notify the Client by email. URBAN NATIVE cannot be held responsible for delivery delays caused by shipping services.

Before the Product is shipped, the Client may cancel their order. For pre-orders, the Client acknowledges that URBAN NATIVE cannot guarantee a specific availability date at the time of pre-order and may cancel the pre-order at any time until full payment is made.

6.3 Transfer of Ownership and Risk
The Product, delivered to the Client by a carrier selected by URBAN NATIVE, travels at URBAN NATIVE’s risk. URBAN NATIVE retains full ownership of the Products sold until full payment is received.

 

Article 7 - Product Receipt and Returns

It is the Client’s responsibility to check the condition of the Product(s) and packaging upon delivery.

In case of damage to the package or any visible anomaly (damaged, opened package, etc.), the Client must make a note of it with the carrier at the time of delivery and notify URBAN NATIVE Customer Service.

Depending on the situation, URBAN NATIVE may, after inspection of the Product(s), exchange or refund the Product if it does not correspond to the order, at the Client’s choice. Delivery costs for a replacement Product will be borne by URBAN NATIVE.

To request an exchange or refund due to transport damage, the Client must make a claim within 10 days of receiving the package by emailing info@urbannative.com. Claims submitted after this period will be rejected, and URBAN NATIVE will not be held responsible.

URBAN NATIVE will then arrange pickup at the Client’s delivery address or another address if specifically requested by the Client.

Returns of the T9 will only be accepted if the Product is returned:

• in its original, unopened packaging;
• properly protected, with all original accessories, manuals, and documentation;
• accompanied by the sales invoice so URBAN NATIVE can identify the Client (order number, name, address) and issue the corresponding credit or refund (purchase price excluding any shipping costs);
• provided the T9 shows no signs of use or irreversible personalization (engraving, etc.).

URBAN NATIVE will cover the costs and organization of the return. If the above conditions are not met, particularly if the Product has irreversible personalization, is incomplete, damaged, or excessively soiled, URBAN NATIVE will be unable to refund the Product. URBAN NATIVE will fully inspect the Product and its condition before any exchange or refund.

Products purchased online may, in certain cases, be serviced at an authorized partner retailer, provided prior confirmation from URBAN NATIVE. However, no returns or refunds can be processed in physical stores for Products purchased online.

 

Article 8 - Right of Withdrawal

8.1 Exercising the Right of Withdrawal
In accordance with Articles L. 121-20-12 and following of the French Consumer Code, the Client has the legal right to withdraw from the purchase within fourteen (14) calendar days from the date of receipt of the Product purchased on the Site, without providing any reason, by sending an unequivocal statement to URBAN NATIVE Customer Service at info@urbannative.com.

This right does not apply if the Product has undergone irreversible modifications or personalization, such as engraving.

To exercise the right of withdrawal, the Client must provide their name, postal address, phone number, email, and an unequivocal statement of withdrawal, along with the T9 serial number if applicable.

If the withdrawal request is sent online before the deadline expires, URBAN NATIVE will send a confirmation of receipt by email as soon as possible. The withdrawal must follow the return procedure described in Article 7.

8.2 Effects of Withdrawal
URBAN NATIVE will arrange pickup at the delivery address or another address upon request. The Client will receive an email from the carrier to select a suitable pickup time.

The Product must be returned in resale condition (no personalization, unopened, undamaged, clean).

If these conditions are met, URBAN NATIVE will refund all amounts paid for the returned Products, including any delivery costs based on the chosen delivery method, to the client’s bank account used for the purchase, within fourteen (14) days from either the recovery of the returned Products or receipt of proof of dispatch.

In case of partial delivery due to the unavailability of a Product, the withdrawal period starts from the receipt of the last Product.

 

Article 9 - “30-Day Trial – Satisfaction Guaranteed” Offer

9.1 Terms of the 30-Day Trial Offer
Under the “30-Day Trial – Satisfaction Guaranteed” offer, the Client has thirty (30) calendar days from receipt of the T9 to try it and decide whether to keep or return it, subject to the following conditions.

To exercise this right, the Client must provide their name, postal address, phone number, email, T9 serial number, and an unequivocal statement indicating their wish to benefit from the 30-day trial offer.

The offer applies only if the T9 is returned:

• properly protected in its original packaging, with all accessories, manuals, and documentation;
• accompanied by the sales invoice to allow URBAN NATIVE to identify the Client and issue the corresponding refund (purchase price excluding shipping);
• free from signs of use or irreversible personalization.

Light signs of normal use are acceptable. Damage resulting from abnormal use, drops, shocks, water exposure, or lack of maintenance may result in refusal of refund or a reduction in the reimbursed amount.

9.2. Effect of the “30-Day Trial – Satisfaction Guaranteed” Offer
URBAN NATIVE will send a confirmation of receipt as soon as possible. The return must follow the procedure in Article 7.

URBAN NATIVE will arrange pickup at the original delivery address. The Client will receive an email from the carrier to select a pickup time.

The Product must be securely packaged in its original packaging.

If these conditions are met, URBAN NATIVE will refund all amounts paid for the returned Products, minus estimated return shipping costs depending on the delivery country, within fourteen (14) days of Product recovery or proof of dispatch.

Product condition will be verified before refund approval.

 

Article 10 - Legal Guarantees

The company URBAN NATIVE LAB, located at Rua da Farrapa, nº 154 G, 4755-212 Fornelos, Braga, Portugal, Email: info@urbannative.com, guarantees the conformity of the Products sold and their coverage for hidden defects.

All claims under legal conformity or hidden defects guarantees must be addressed to URBAN NATIVE Customer Service. These guarantees do not cover normal wear and tear under standard usage (e.g., brakes, tires).

10.1 Hidden Defects Guarantee
The Client may invoke the hidden defects guarantee under Article 1641 of the French Civil Code within two (2) years from discovery. The Client may return the Product for a refund or keep it and receive a price reduction under Article 1644 of the Civil Code. Claims must be made by email to info@urbannative.com.

10.2 Legal Conformity Guarantee
URBAN NATIVE is responsible for defects existing at delivery or resulting from packaging, assembly instructions, or installation performed under its responsibility. The Product must:

• The Product must be suitable for the normal use expected of a similar product and, where applicable (correspond to the description provided by URBAN NATIVE and possess the qualities presented to the Client - have the qualities that a reasonable buyer could legitimately expect based on public statements made by URBAN NATIVE, including in advertising or on its website);
• Or possess characteristics mutually agreed upon by the parties, or be suitable for any specific use requested by the Client , communicated to URBAN NATIVE, and explicitly accepted by URBAN NATIVE.

The Client may return the Product to URBAN NATIVE, which is responsible for ensuring the Product’s conformity in accordance with Articles L. 217-4 et seq. of the French Consumer Code.

When exercising the legal conformity guarantee, the Client has a period of two (2) years from delivery to act. For any conformity defect appearing within twenty-four (24) months from delivery, the Client is not required to prove that the defect existed at the time of delivery, unless URBAN NATIVE provides contrary evidence.

The Client may choose between repair or replacement of the Product. If repair or replacement is impossible, cannot be carried out within one month of the claim, or would cause significant inconvenience to the Client given the nature of the Product and its intended use, the Client may return the Product for a full refund at no cost or keep the Product and receive a partial refund.

URBAN NATIVE ensures that exercising the conformity guarantee incurs no cost for the Client. Refunds will be processed within fourteen (14) days following the request and subject to URBAN NATIVE receiving the returned Product.

The sale cannot be rescinded if the defect is minor.

Return shipping costs are covered by URBAN NATIVE, provided the following conditions are met:

• The Client must submit the claim by email to info@urbannative.com;
• URBAN NATIVE will arrange collection at the delivery address or another address if requested; the Client will receive an email from the carrier to select a convenient pickup slot;
• The Product must be returned properly protected, in its original packaging, with all accessories, manuals, and documentation, and accompanied by the sales invoice so URBAN NATIVE can identify the Client (order number, name, address) and process the corresponding credit/refund (purchase price excluding shipping), without any visible damage;
• The shipment should preferably be sent via tracked delivery. URBAN NATIVE will reimburse return shipping costs (up to the standard applicable rate) after receiving the returned Product.

 

Article 11 - Limitation of Liability

URBAN NATIVE shall not be held liable for any indirect loss or damage suffered by the Client or third parties due to the Products or their use.

URBAN NATIVE guarantees that the Products comply with applicable European legislation but cannot be held responsible for non-compliance with laws in the Product’s delivery country.

URBAN NATIVE shall not be liable for failure to fulfill the order due to force majeure, such as disruptions, total or partial strikes, transport or communication interruptions, fire, flood, or similar events.

 

Article 12 – Spare Parts

In accordance with Article L.111-4 of the French Consumer Code, the Client is informed that essential spare parts necessary for the use of the Product will be available for five (5) years from the date of delivery.

 

Article 13 – Warranty

13.1 Warranty Scope
Urban Native guarantees the T9 frame and all original components against manufacturing or material defects for five (5) years from the date of delivery.

13.2 Conditions of Application
The commercial warranty requires an annual maintenance visit at an authorized Urban Native service center. A free inspection may be carried out between the 4th and 7th month after delivery.

13.3 Warranty Coverage
The warranty is limited exclusively to the replacement of defective frames or components. This warranty constitutes the sole remedy for covered defects.

All claims must be submitted to the Customer Service of the country of purchase, accompanied by proof of purchase.

13.4 Exclusions
The warranty does not cover:

• Damage resulting from incorrect assembly, non-compliant installation, or normal wear;
• Use of non-original parts or accessories;
• Damage caused by accidents, misuse, abuse, or negligence;
• Any modification, alteration, disassembly, reverse engineering, or unauthorized intervention on the Product or its components. Any modification of the frame or components voids the warranty. URBAN NATIVE shall not be liable for indirect or consequential damages.

13.5 Transferability
In the event of resale of the T9, this warranty remains transferable to the new owner for the remaining duration.

13.6 Battery and Power Supply
The T9 battery and power supply are covered for three (3) years or 1,000 charge cycles, whichever occurs first, from the date of delivery. The battery is tested to retain at least 80% of its initial capacity during this period, within the stated cycle limit.

 

Article 14 - Customer Service

URBAN NATIVE Customer Service is available Monday to Friday, 10:00–18:00 CET:

• Email: info@urbannative.com
• WhatsApp: +34 669 66 30 55
• Phone: +33 1 84 80 86 07

 

Article 15 - Partial Invalidity

If one or more provisions of these Terms and Conditions of Sale are held invalid or declared void under law, regulation, or final judicial decision, the remaining provisions shall retain full force and effect.

 

General Terms of Use updated on January 1, 2026.