I ordered what I thought was a new swegway (as sold on the phone). I received it and it had visible scratches on the board and marks on the wheels. The battery was not working either. After a number of calls and emails to the so called customer service department they agreed to take it back. I had to pay £20 to send it back, but was reimbursed. I have received what I thought would be a new swegway today (one week after my sons birthday) and it is not new at all they have just updated the battery and sent the old one back. DO NOT USE THIS COMPANY TO BUY YOUR CHILD A SWEGWAY..