Avoid this shop if you might ever need to return something
Avoid this shop if you might ever need to return something.
Short version:
Wanted to return a scooter under EU 14 day return law because of missing upgrades, seller then reassured me per email that this scooter was not missing any upgrades compared to the new batches, because of that I took it for a 4.4km test ride but found a clear missing upgrade (handlebar turn signals), cleaned it, repacked it, sent it back - seller responded with inflated "diminished value" claims, offered only 60% refund, I offered a 100 EUR deduction, they refused, I opened a PayPal Buyer Protection case and PayPal ruled fully in my favor.
Full review:
I ordered a Nami Klima MAX from robbo.si during their pre-season sale. The price was good and the initial contact friendly. That's where the positives end.
To be clear: under EU law I needed no reason to return this scooter within 14 days, and I'm not claiming the website misrepresented the product — it didn't. The problem began only after I notified the shop I wanted to return. I'd read online that some older batches are missing important upgrades and mentioned that as my personal reason for returning (which I wasn't required to give).
The sales contact replied in writing. He confirmed the chassis was made "at the end of 2023" — marked on the scooter, never hidden. What he claimed, as fact, was that "there were no updates since the launch of the second generation" and that my late-2023 unit was already part of the upgraded batches. That written reassurance is the only reason I then assembled the scooter and took it for a short test ride. On that ride I found the handlebar turn signals were in fact missing — an upgrade present on newer versions, and something I will need under Austrian traffic law from May 2026. Total distance: 4.4 km. I cleaned the scooter, repacked it in the original packaging, and shipped it back.
After receiving the return, the shop refused a full refund — invoking Directive 2011/83/EU Art. 14(2) and arguing the 4.4 km test ride exceeded "standard inspection," making me liable for diminished value. Their first offer was a 60-65% refund. When I rebutted point by point, they didn't move toward me — they moved against me, dropping to 60% as "final settlement."
Their justifications:
- "Evidence of wear" from 4.4 km on a vehicle built for thousands, when the odometer was already at 0.5 km on arrival (by their own logic, they sold me a "used" scooter as new)
- "Unauthorized tampering" because screws were "removed". Those screws ship loose in a plastic bag and the manual instructs the buyer to use them during assembly. They were never screwed in to begin with.
- "Inadequate packaging," even though I reused the exact box and protective material they shipped it in.
- Photos that, under poor lighting, made leftover styrofoam transit particles look like dirt. My own dated photos taken right before shipping showed the scooter spotless.
The tone then shifted into legalistic posturing and accusations of bad faith. At that point, conceding their argument that the brief ride did have some diminished-value cost, I offered a 100 EUR deduction as a fair compromise. They refused and held firm on 60%. I opened a PayPal Buyer Protection case. PayPal ruled fully in my favor and I received my money back — minus the same 100 EUR I had offered the shop and they had refused. I could have requested the full amount.
To other buyers: the products may well be fine, and if everything goes smoothly you probably won't have an issue. But the moment you try to exercise a perfectly legal EU return, be prepared for inflated "diminished value" claims and fabricated accusations of "unauthorized tampering". Document everything with your own dated photos before you ship anything back, keep the packaging materials, and don't rely on email "reassurances".
I will not be ordering from this shop again.
