General
Pure Electric E-Scooters are designed to safely work up to a maximum weight (often called a ‘maximum load’) of 120KG.
Usage beyond this weight (eg a 115KG rider with a 10KG backpack) can be hazardous, reduce overall performance and increase the level of wear and tear on your product.
Whilst there is currently no legal age restriction, we do not recommend that anyone under the age of 16 should ride an E-Scooter.
This recommendation matches the restrictions set by the government on the rental E-Scooter trials.
First time on an E-Scooter? Just follow the simple steps below and we’ll have you moving in no time!
- Firstly make sure the Scooter is fully charged and you have checked the tyre pressure to ensure its inflated to 36 PSI.
- Next find a quiet, safe and paved space and turn on your Pure Electric E-Scooter by pressing the power swich located on your dashboard.
- Finally, put one foot on the product and, using the other foot, push off the ground to gains some forward momentum.
- Once rolling forward, make sure both feet are planted safely on the E-Scooter and gently push the accelerator. The harder you depress the accelerator the faster you will move.
If the accelerator doesn’t kick in, it means you didn’t get enough forward momentum - Try again but push off harder from the ground to increase forward momentum.
Finally… enjoy the freedom and fun of riding your first E-Scooter
For everyday battery life:
The total range you will achieve from a single charge will depend on a number of factors:
The product purchased – Typically the further up the range you move, the greater the battery capacity and therefore maximum range. More details can be found on the product information pages.
The riding conditions – Rider wight, tyre pressure, number of hills and ambient temperatures all of which can contribute to a reduction in range achieved.
For the life of the battery before it needs replacing:
Pure Electric E-scooter batteries are lithium ion-based. This is the same basic technology as used in mobile phones and laptops. They have a long lifespan and do not suffer from ‘battery memory’.
As a guide, most lithium ion batteries will last for 1,000 charge cycles before you see a noticeable drop in performance. This can change based on how you are using the product it and whether you are using good practices to extend the battery health.
We’ve created a helpful guide to make your battery last longer and can be found here: How To Make Your Electric Scooter Battery Last Longer | 6 Easy Ways
The time to fully charge your E-Scooter will vary based on the size of the battery and therefore the model purchased, however all Pure Scooters have a charge time of between 7 to 9.5 hours.
You can find details of specific charge times on the product pages located on the Pure Electric website as well as in the user manual.
As an important rule of thumb with all e-scooters or e-bikes, you should never leave them unattended whilst on charge.
Other important battery and charging safety notes
- If you notice any damage on the charger or cables, do not use it, and contact Pure Electric
- Avoid charging in temperature extremes. Only charge the e-scooter or e-bike in temperatures between 5°C and 40°C
- Always charge the e-scooter or e-bike in a safe and well ventilated area (e.g. away from flammable materials, children and pets and out of direct sunlight). Always unplug the charger when charging is finished.
- Only use the original charger purchased with this e-scooter, or an official Pure Electric replacement or upgraded charger, to charge your e-scooter or e-bike
- If you are not going to use your e-scooter for a long period, we recommend giving the e-scooter or e-bike a full charge at least once every month, to help maintain battery health.
You can find out more about how to make your e-scooter battery last longer in the manual you will receive with the product and here: Battery Maintenance
Delivery
So that we can look into this for you, please make sure you have checked with other in your household and your immediate neighbours, as they may have accepted the parcel on your behalf.
If you are still unable to locate your parcel, please contact us directly on sav@rlvnt.fr with your order number and delivery address.
All our orders are tracked and we will raise an investigation with the courier on your behalf to check the exact location of delivery (supported by photographic evidence) to help you find your order.
Depending on the model there can be a small amount of set up or assembly to complete before you head out for your first ride. Don’t worry - In all cases it’s simple, quick and can be completed by virtually anybody!
Pure Electric Generation 2 (Go, Air, Pro, LR) and Air3 Models:
Your scooter will have been checked and part assembled by our technicians. All that remains for you to do on arrival is to connect the handlebar assembly to the stem using 4 bolts and an Allen key, all of which will be supplied in the box.
Once assembled, we strongly recommend you complete a quick tyre pressure check using the pump supplied, adding additional pressure to reach 36PSI where necessary.
You’re now ready to take your first ride.
Pure Electric Advance and Advance Flex Models
No assembly required however we strongly recommend you complete a quick tyre pressure check using the pump supplied, adding additional pressure to reach 36PSI where necessary.
That’s it, you’re ready to go!
Damaged in transit
We’re very sorry to hear that your product has arrived damaged and we’ll roll our sleeves up to help as quickly as possible.
To help us make this right, please send an email to sav@rlvnt.fr including your order number (beginning PS), photos of the product that show the damage incurred alongside a short description.
We’ll be in touch with next steps on how we will rectify the situation.
Missing Items
Due to the size of our parcels, it is easy for small parts to be hidden and appear missing.
If you’re struggling to locate the screws for your e-scooter, these are often kept in a small bag taped to the e-scooter.
Chargers are often packaged within a small cardboard box inside the packaging, so be careful not to throw these away.
If you ordered accessories your e-scooter, dependent on their size they may have been shipped separately or may be tucked inside the box with your larger item.
If you are still having trouble locating part of your order, please get in touch with us by emailing sav@rlvnt.fr, including your order number (beginning PS) in the subject line and a short description of what is missing and we’ll be in touch with next steps on resolving the issue.
Orders, Billing, & Payments
Prices for our products may change from time to time however, any price changes will not affect an order that has already been confirmed via email, as agreed in good faith.
Occasionally, prices may drop due to promotions or sales periods. We understand that it can be frustrating to purchase a product only to see it offered at a reduced price shortly thereafter. These promotions are limited-time events, and unfortunately, we are unable to offer a price match in such instances.
Product Support
Your Pure E-Scooter has 3 different models:
Normal Mode (S icon on dashboard is WHITE)
This is the standard setting and should be used for everyday riding, balancing performance with battery usage to get a longer range ride
Performance Mode (S icon on dashboard is RED)
This setting should be used for enhanced hill climbing and maximum acceleration to reach top speed. Note this will drain the battery faster and reduce overall range achieved
Pedestrian Mode (S icon on dashboard is OFF)
The speed is limited to 6 KPH and the headlight flashes on and off to provide a visual warning to pedestrians
If your E-Scooter top speed is restricted to 6 KPH and the lights are flashing then you have the product set to pedestrian mode.
To switch between modes, simply double press the power button.
The handlebars have been designed to lock into firmly into place. As a result they can occasionally stick if you’ve been riding over particularly rough terrain or if you ‘let go’ of the toggles when they are fully pulled back rather than smoothly slotting them into place.
The good news is that its typically a quick fix, just:
- Take the product OFF the kickstand
- Push FIRMLY down on the handlebars 3-4 times
This should ease the mechanism back into a neutral position and allow you to slide the toggles again.
If this hasn’t resolved your problem, please contact our service team on sav@rlvnt.fr with your order number (it will look like PS12345) and brief details of the issue you’re experiencing and we’ll be in touch to get the problem resolved.
E-Scooter won’t switch on / dashboard doesn’t light up
Let’s try the basics first (sometimes it’s a nice, easy fix!).
- Check your e-scooter is definitely charged (Yes, we know… but you’d be surprised how often this is the solution!).
- Check the charger – when plugged in and turned on, is there a red or green light? If not then it’s likely there’s an issue with your charger. In this instance contact the customer team to organise a replacement.
- Once your scooter is fully charged, hold the On/Off button for three seconds.
If these checks don’t help, then you’re in need of more expert help. Please contact our customer team at sav@rlvnt.fr with your order number (it will look like PS12345) and the details of the issue you’re experiencing and we’ll be in touch to get the problem resolved.
E-Scooter turns on but won’t accelerate
Pure Electric E-Scooters have a safety feature that prevents them from starting from standstill. This is to stop you accidentally hitting the throttle and causing the e-scooter to potentially move unexpectedly from under you.
When you're ready to go, all you need to do is “kick-off” with a single firm push getting the E-Scooter to a walking pace. Once going, depress the throttle and the motor will kick in.
Still not starting?
Your e-scooter’s problem might be a little more rare, but don’t worry! We’re on hand to fix it and get you back on the road quickly.
Please contact our customer team at sav@rlvnt.fr with your order number (it will look like PS12345) and the details of the issue you’re experiencing and we’ll be in touch to get the problem resolved.
Let’s try the basics first (sometimes it’s a nice, easy fix!)
- Check your charger is properly plugged into both the wall and your e-scooter and that its turned (Yes, we know… but you’d be surprised how often this is the solution!).
- When plugged in and turned on, is there a red or green light? If not then it’s likely your charger is broken.
What next?
If your E-Scooter is still under its warranty period, contact our sav@rlvnt.fr customer team on with your order number (it will look like PS12345) and the details of the issue you’re experiencing and we’ll be in touch to get the problem resolved.
If your E-Scooter is outside of the warranty period, you can buy a replacement charger here.
Just like electric cars, electric scooter range can be affected by many different factors.
For example, electric cars have a maximum range but going up steep hills, adding more weight / passengers or driving fast will all contribute to faster battery usage and therefore a reduction in the true range achieved.
The same applies to E-Scooters, the key factors that will impact the range you achieve are:
- The model you bought (Typically E-Scooters higher up the range have greater battery capacity and longer range)
- The average speed you ride at (‘Normal / Eco mode’ will have a greater range than the ‘Performance’ drive setting)
- Weight of the rider (A 70KG rider requires less energy to move than a 120KG rider)
- Whether you are riding up-hills vs riding on level surfaces
- Your tyre pressure (Tyres below the optimal 36PSI cause more drag when moving and can reduce range vs fully inflated tyres)
- The temperature (Just like electric cars and mobile phones, batteries perform optimally in warm weather. Battery performance will be lower during the colder winter months)
- The terrain you ride on (Smooth surfaces have less friction)
Pure E-Scooter range claims are based upon standard testing regulations with a 75KG rider at 25 degrees Celsius on a stable surface.
The most common cause for an E-Scooter to under-perform is having underinflated tyres causing the scooter to work much harder, which will inevitably cause your battery to drain faster. The tyres should be pumped to 36PSI, we recommend completing this as a first step to extend your range.
Being in Eco mode will also have an positive impact on the scooter’s performance. To switch through the modes, simply double tap the power button. You should then notice a difference.
We’d also advise charging your scooter to full capacity before any journey. This will be shown when the indicator on your charging unit turns green.
Additional information for Air3 and Pure Advance owners
Your E-Scooter is dispatched with the battery in a hibernation mode to give it maximum protection.
In order to fully “wake it”, the scooter should ideally be fully discharged and then recharged to 100%. You only need to do this once.
Looking for further support?
If the above tips haven’t helped, please contact our customer team at sav@rlvnt.fr with your order number (it will look like PS12345) and the details of the issue you’re experiencing and we’ll be in touch to get the problem resolved.
We're sorry to hear you’re having issues with your pin code.
This is usually due to an out of date version of the app being installed on your device. Please make sure you have downloaded the latest version from the App / Google Play store and try again.
If problems persist, please contact the customer team at sav@rlvnt.fr.
If you’re struggling to locate the screws for your e-scooter, these are usually found in a small white bag taped to your e-scooter.
These can occasionally work loose during transit in which case conduct a thorough search of the box.
In the very rare circumstance the bolts are missing, please email the customer team at sav@rlvnt.fr. quoting your order number (this looks like PS12345) and they will get a set posted to you immediately.
Pairing with the Pure Electric E-Scooter app is quick and simple. To connect, follow these steps:
- Turn your E-Scooter on
- Make sure Bluetooth is enabled on your mobile device
- Open the Pure Electric App and select your E-Scooter
- You will then be guided through the initial set-up steps to link your E-Scooter to your account and set a PIN number
That’s it! You should now be connected and able to update software and add additional security to your E-Scooter.
Note:
In rare cases, Gen 1 and 2 Pure Air electric scooters are discoverable on the Bluetooth connection screen, but can’t connect successfully. This has been known to affect iPhone models: 11, 12 and SE (Gen 2).
If this occurs, we suggest asking a family member or friend with an Android or older iPhone to install the app, log into your account and complete the firmware update on the E-Scooter. Once completed you should then be able to connect from your own phone.
Still having issues?
We’re on hand to fix it and get you back on the road quickly. Just complete the contact form here and provide the following information to help us diagnose and resolve your problem swiftly:
- Any error information on the app
- What happened when the error occurred
- Optional: Any photos of videos of the error (This helps us solve your problem faster)
We’re really sorry if anything has come up. But we’re hopeful it’s just a simple fix so we can get you riding again quickly!
Pure Electric Generation 2, Air³, Advance and Advance Flex Models
You can switch between MPH and KPH using the Pure Electric App available from either the Apple App or Google Play store.
For more details on how to set-up the Pure App, click here.
Pure Air Pro – Generation 1
For owners of our original E-Scooter, the steps are slightly different:
On the dashboard display, press the top and bottom button together to enter the menu (Light button and Change Mode button)
Press the middle (ON/OFF) button to change modes, until you see PO2 on the screen
Use the middle button again to toggle between mph/kph
Press the top and bottom buttons together to exit the menu
Power down the scooter and turn it back on again
The battery gauge on Pure Electric E-Scooters displays estimated battery remaining based on how hard the battery is working at that time.
For example, if the e-scooter is running for prolonged periods, at high speed, up hills or at colder temperatures, you’re likely to see the battery cells drop quickly. Once the battery has been rested, the cells will start to increase again.
Rest assured, as long as the e-scooter has been fully charged (where the light indicator on your charging unit has gone green) your e-scooter will continue to power to its full range.
The most common cause for an E-Scooter to under-perform is having underinflated tyres causing the scooter to work much harder, which will inevitably cause your battery to drain faster. The tyres should be pumped to 36PSI, we recommend completing this as a first step to extend your range.
For more information on the factors that can effect range and tips to improve your battery performance can be found here.
The battery gauge on Pure Electric E-Scooters displays estimated battery remaining based on how hard the battery is working at that time.
For example, if the e-scooter is running for prolonged periods, at high speed, up hills or at colder temperatures, you’re likely to see the battery cells drop quickly. Once the battery has been rested, the cells will start to increase again.
Rest assured, as long as the e-scooter has been fully charged (where the light indicator on your charging unit has gone green) your e-scooter will continue to power to its full range.
The most common cause for an E-Scooter to under-perform is having underinflated tyres causing the scooter to work much harder, which will inevitably cause your battery to drain faster. The tyres should be pumped to 36PSI, we recommend completing this as a first step to extend your range.
For more information on the factors that can effect range and tips to improve your battery performance can be found here.
Spares, Repairs, & Maintenance
Note: The following information is only applicable to Pure Electric generation 2 products: Go, Air, Pro and LR.
Over time and use, the front wheel can fall slightly out of alignment with the handlebars – whilst not a safety issue it can be annoying and is easily fixed.
In order to complete the work you’ll a 5 or 6mm allen key (depending on which fits your model of E-Scooter)
Now follow our simple step by step video and you’ll be back up and running in no time.
Note: The following information is only applicable to Pure Electric generation 2 products: Go, Air, Pro and LR.
We’re sorry to hear that your rear mudguard is broken, the good news however is that it’s relatively easy to replace.
In order to complete the work you will need the following:
- A flat blade screwdriver
- A crosshead screwdriver
- A 2.5mm allen key
- Either a 3mm or 4mm allen key
- A 8mm socket and ratchet
- A replacement mudguard – you can buy a spare direct from Pure Electric here
The “how to” video guide can be found here. We strongly recommend watching all the way through to decide if you want to complete the repair yourself.
Don’t want to get your hands dirty?
If you don’t want to do it yourself, contact your local bike shop or scooter repair agent - most will be willing and able to do this on your behalf for a fee.
Note: The following information is only applicable to Pure Electric generation 2 products: Go, Air, Pro and LR.
We’re sorry to hear that your back light is broken, the good news however is that it’s relatively easy to replace.
In order to complete the work you will need the following:
- A flat blade screwdriver
- A crosshead screwdriver
- A 2.5mm allen key
- Either a 3mm or 4mm allen key
- A 8mm socket and ratchet
- A replacement light – you can buy a spare direct from Pure Electric here.
The “how to” video guide can be found here. We strongly recommend watching all the way through to decide if you want to complete the repair yourself.
Don’t want to get your hands dirty?
If you don’t want to do it yourself, contact your local bike shop or scooter repair agent - most will be willing and able to do this on your behalf for a fee.
Pure Electric e-scooter tyres should be inflated to a minimum of 36PSI.
This ensures that you achieve the maximum range from your e-scooter and reduce the risks of puncture through ‘pinch flats’ (where the inner tube gets squeezed between the tyre and the rim) as well as debris on the road.
To keep your Electric Scooter in tip top condition we recommend the following maintenance schedule:
Before every ride
- Check tyre pressure
- Check wheels and handlebars turn smoothly
- Check any hinges for unexpected vibration or movement
- Look for any loosened nuts, bolts and fasteners
- Check lights and indicators function
Alternatively you can watch our short video guide here.
Every 1 month OR every 300KM
- Check both tyres for damage
- Check the bell function
- Clean with damp cloth and inspect for damage – Click here for our handy video on how to deep clean your product
- Check all cables, charger and charger cable for any signs of damage
Every 6 months, or every 1,500KM
- Tighten bolts to correct torque
- Adjust brakes
- Clean with damp cloth and check for chassis & fork damage
Every 12 months, or every 3,000KM
- Check headset and wheel bearings for damage; grease where appropriate
- Service all folding points, re-grease where appropriate
Error codes can often occur for many reasons Some require simple fixes to get you back up and running and some can require more complex work that requires a trained technician.
Please find below link to a list of all error codes and the actions we recommend to resolve the issue:
Say goodbye to pesky punctures and maintenance headaches with the Weldtite Tubeless Sealant that ensures reliable self-sealing, time and time again on tubeless tyres!
The tubeless sealant is designed to never 'clog' up, making maintenance and topping up a breeze. Simply inject it into valve stems after removing the core for hassle-free application.
Please Click here to purchase the recommended Weldtite Tubeless Sealant from our website
Please note: This product is specially designed for tubeless tires and may not be suitable for the 1st and 2nd generations of Pure Air e-scooters.
Ready to experience the future of puncture prevention? Click here to watch our exciting video guide on how to install the tubeless tyre sealant.
Punctures and tyres are unfortunately not covered under our Pure Electric warranty.
All tyres (including those filled with puncture prevention fluid) are subject to wear and tear from factors beyond our control, such as surface conditions, the pressure you inflate them to, and how far they've been ridden.
This is no different to other forms of wheeled transport (like a bike) and just like those products, they are designed to be fixed by the rider or a local repair shop.
How to avoid punctures
- Check your tyre pressure every week and make sure your tyres are inflated to the recommended pressure. Pure Electric products should be filled to 36PSI.
- Fill your tyre / inner tube with puncture protection fluid, available from most bike stores.
Got a flat tyre?
Click here for all the information on how to fix it
Over time and use, the stem latch can become loose, creating some ‘play’ or wobble in the stem. The good news is that its very simple to get it tightened up and back to being solid and stable.
Pure Air³ and Pure Advance/Flex
In order to complete the work you’ll need the following:
- 3mm Allen Key
- A flat blade screwdriver
- 3mm Allen Key bit
- Torque Wrench
- Safety Gloves
Now just follow our simple step by step video and you’ll be back up and running in no time.
Pure Electric Generation 2 ( Pro & LR)
In order to complete the work you’ll need the following:
- A flat blade screwdriver
- A 2mm or 2.5mm Allen key
- Safety Gloves
Now just follow our simple step by step video and you’ll be back up and running in no time.
We get it, punctures are the worst and fitting a solid rubber tyre can seem like the ideal solution to prevent it happening.
However, after extensive testing, Pure Electric does not recommend the use of solid rubber tyres on e-scooters unless specifically recommended by the manufacturer.
Fitting a solid rubber tyre reduces the level of vibration that would typically be absorbed by a air filled tyre.
That increased vibration not only reduces ride comfort but can also lead to excessive wear and damage to the components including the chassis and battery. Both of which are critical to maintaining the safety of the vehicle.
As rider safety is our number one concern, we strongly advise the use of pneumatic tyres only.
If you have previously fitted a solid tyre to your Pure Electric scooter, we recommend you revert to pneumatic tyres, which can be purchased from our website here.
A video guide on how to change your tyre can be found here.
Whilst you are changing the tyre we recommend a visual inspection of your battery pack to ensure no damage has been caused.
Note: The following information is only applicable to Pure Electric generation 2 products: Go, Air, Pro and LR.
We’re sorry to hear that your deck has been damaged, the good news however is that it’s relatively easy to replace.
In order to complete the work you will need the following:
- A flat blade screwdriver
- A 2.5mm allen key
- Either a 3mm or 4mm allen key
- A replacement deck – you can buy a spare direct from Pure Electric here.
The “how to” video guide can be found here. We strongly recommend watching all the way through to decide if you want to complete the repair yourself.
Don’t want to get your hands dirty?
If you don’t want to do it yourself, contact your local bike shop or scooter repair agent - most will be willing and able to do this on your behalf for a fee.
To keep your Electric Scooter in tip top condition and looking good, we recommend regular cleaning of your scooter.
The Quick Clean - This 90 second "day to day" clean that should be completed after every ride in winter (in the summer you can get away with completing this less often). Watch the guide here.
The Deep Clean - This 15 minute deep clean is recommended at least once every month. Watch the guide here.
Warranty, Repair & Information
You will be unable to use your warranty if:
- The requested work is to repair consumable items which are not covered by warranty, these include: Tyres, innertubes, brake cables, brake pads, grips, bungs, rubber footpads and cosmetics (eg paint, decals and stickers).
- The part submitted for repair or maintenance demonstrates signs of misuse or handling that is contrary to the instructions set out in the user manual. Including, but not limited to, inappropriate use or incorrect maintenance and storage, or signs of crash damage.
- The submitted repair work is needed due to the E-Scooter having been involved in an accident or reckless / intentional damage.
- The E-Scooter has been opened, disassembled or modified with non-licensed or non official parts, and/or by a non-Pure Electric qualified individual
- The requested work is to repair normal wear and tear, surface or cosmetic damage
- You do not have original proof of purchase that validates the E-Scooters warranty
For more information on your E-Scooter warranty please consult the user manual or the warranty information on this page.
No, punctures and tyres are not covered under the Pure Electric warranty.
All tyres (including those filled with puncture prevention fluid) are subject to wear and tear from factors beyond our control, such as surface conditions, the pressure you inflate them to, and how far they've been ridden.
This is no different to other forms of wheeled transport (like a bike) and just like those products, they are designed to be fixed by the rider or a local repair shop.
How to avoid punctures
- Check your tyre pressure every week and make sure your tyres are inflated to the recommended pressure. Pure Electric products should be filled to 36PSI.
- Fill your tyre / inner tube with puncture protection fluid, available from most bike stores.
Got a flat tyre?
Click here for all the information on how to fix it
Return
We're sorry to hear you have a fault with your item and want to help you resolve the issue as quickly as possible.
Please email us at sav@rlvnt.fr including your order number (beginning PS), the product / model purchased and relevant details of the fault such as:
- A brief description of the fault.
- What part of the E-Scooter is affected.
- Error codes located on the E-Scooter display screen or app if applicable.
- Any photos that clearly demonstrate the issue (this will help us solve the issue faster). Please find following a link to a pdf with example photos of what we need Photos required for returns.
We’ll be in contact and work with you to resolve this problem as soon as possible.