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Worry-Free Purchase & Protection Plan

Ⅰ. Service Description

📦 What is the Worry-Free Purchase Protection? (Especially for the EU)
Worry-Free Purchase is our comprehensive insurance product that combines Package Protection into a single plan. By selecting this service at checkout, you are covered for both transit damage and eligible returns throughout the specified coverage period.

Package Protection (Powered by Seel)
Seel is the official logistics insurance partner of Mangosteenscooter. This coverage provides triple protection against:
- Package Loss
- Package Damage
- Delivery Delay
Covered regions: EU

📦 What is the Package Protection Service?
Seel is the official logistics insurance partner of Mangosteenscooter. By selecting the protection service when placing your order, you will get triple protection against loss, damage, and delay (hereinafter referred to as "Protection Service").

Covered regions: Canada, New Zealand, Australia, Germany, France, United Kingdom, Spain, Italy, Netherlands, Belgium, Austria, Portugal, Ireland, Hungary, Greece, Czech Republic, Poland, Lithuania.

❗ Important Purchase Rules

  • ✅ Must be purchased at checkout - Cannot be added after shipment.

  • ✅ Effective at the time of shipment, premiums are non-refundable after the effective date.

  • ✅ Cancellation only before shipment - Contact customer service to cancel.

  • ✅ Please return in the original packaging.

Covered regions: EU

Ⅱ. Coverage & Compensation Rules

🔍 1. Package Loss
Q: When is a package considered lost?

  • ebike/scooter/echopper orders: Not received / no tracking updates > 30 days after shipment.

  • Accessories orders: No receipt/tracking updates > 60 days after shipment.

  • Immediate claim if tracking shows "lost".

  • Pre-orders/out-of-stock orders are not included.

Q: Required evidence (at least one ofthe following documents):

  • ✅ Official loss proof from the courier

  • ✅ Surveillance video showing non-delivery

  • ✅ Written proof from a third-party authority

  • ✅ Police report

Compensation: Full refund of order value (excluding shipping/insurance fees).

📦 2. Package Damage
Q: What kind of damage is covered?

  • Product damage caused by logistics within 7 days of receipt.

Required proof:

  • ✅ Clear photos of damaged outer packaging

  • ✅ Close-up photos of the damaged item(s)

Compensation: Seel will assess based on severity, up to full order value (excluding shipping/insurance fees). If the proposed amount doesn’t meet expectations, you may continue negotiating with Seel on the claim page.

⏳ 3. Delivery Delay
Q: When is a delay claim valid?

  • ebike/scooter/echopper orders: Not delivered within 15 days of shipment

  • Accessories orders: Not delivered within 30 days of shipment

Compensation: Fixed €5.

Q: Can I still claim for loss/damage after a delay claim?

  • ✅ Yes! Delay claims don't affect other claims.

Ⅲ. Key Claim Guidelines

⏰ Claim Deadlines

Type Deadline
Package Loss Anytime conditions are met
Package Damage Within 7 days of receipt
Return Shipping Within mangosteenscooter's return period/policy

Note: For pre-orders exceeding 90 days, you may still contact Seel to file a claim, subject to review.

📝 How to File a Claim

For Package Issues (Loss/Damage/Delay):

  1. Go to https://resolve.seel.com

  2. Submit an “Issue” report（Please log in using your order email address.）

  3. Select product(s), upload required documents

  4. Wait for Seel's review

For Return Shipping: (Especially for Worry Free purchase)

  1. First: Submit a return request via mangosteenscooter → Get approval
  2. Then, if the return request is approved by mangosteenscooter, we will send a prepaid label to ship back

Ⅳ. FAQs

General Questions

Q: Can I buy protection after placing the order?
🚫 No, it must be purchased at checkout.

Q: Can I get a refund for the service?
🚫 Not after shipment (service becomes active once shipped).
✅ Refunds are only possible before shipment via customer service.

Package Protection

Q: If I already claimed for delay, can I still claim for loss/damage later?
✅ Yes! Delay claims do not affect loss/damage claims.

Q: What proof do I need for damage claims?
✅ Photos of damaged packaging and item.

You can refer to our warranty policy by clicking here.

 

💡 Important on Receipt

  1. Inspect the package upon delivery! Refuse if damaged and take photos.

  2. Keep the shipping label and unboxing video as proof.

⏳ Take Action Now
Eligible? Click here to file a claim → Apply Now（Please log in using your order email address.））

More questions? Contact: support@seel.com

Ⅴ. Important Reminders

- 📦 Upon Delivery
- 🔍 Inspect the package immediately
- 🚫 Refuse if damaged (take photos!)
- 📹 Keep unboxing video as proof
- 🏷️ Save shipping label

🤝 Service Boundaries

Seel handles:
- Package loss/damage/delay claims
- Extended warranty claims

Mangosteenscooter handles:
- Return approvals and policies
- Product quality issues
- Usage questions and support
- Logistics status inquiries

Ⅵ. Take Action & Contact

⚡ Ready to Claim?
For package issues: click here

📞 Need Help?
Seel Support: support@seel.com  
Mangosteenscooter Support: Support Center
Return Policy: click here

⚠️ Final Note
The same issue cannot be claimed with both Seel and Mangosteenscooter.  

About Seel

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