Return & Refund
We are committed to ensuring that every customer is satisfied with their purchase. If you request a refund or return after placing an order, please refer to the following policy.
Scope of Application
This policy applies to all products purchased directly on kukirin-escooter.co.uk.
Return and Refund Conditions
- Damaged or Defective Products: If you receive a product that is damaged or defective, please contact us within 7 days of receiving the product.
- Incorrect Product: If the product you received does not match your order, please contact us within 7 days of receiving the product to arrange a return or replacement.
- Unopened Products: Unopened and unused products can be returned within 7 days of receipt.
- Quality Issues: If you discover a quality issue during use, you can apply for a replacement within 7 days of purchase.
We do not accept returns or issue refunds for opened products unless there is a confirmed quality issue.
Situations Not Eligible for Return or Refund
- Products that have been obviously used or damaged.
- Products missing original packaging.
- Products marked as non-returnable (such as scooter spare parts and second-hand scooters).
Battery Range Disclaimer
The listed range is based on test conditions under the following standard: 60 kg rider, 25°C temperature, an average speed of 20 km/h, and smooth city road conditions. Actual battery performance and range may vary depending on rider weight, terrain, temperature, and riding style. A difference between real-world range and published data is normal. If the reduced range is caused by a battery defect, we will take responsibility and handle the issue promptly.
Return Process
- Submit your return request to our customer service, including your order number and product photos.
- After approval by KuKirin, Customer Support will provide the return address. Products must be returned in original packaging with all accessories and manuals. Customers are responsible for proper packaging.
- Return the product within 7 days after approval and provide the tracking number to KuKirin. Otherwise, the request will be considered expired.
- Refund or replacement will be arranged after we receive and inspect the returned product.
Return Shipping Fees
- If the return is caused by a quality issue or incorrect product, KuKirin will cover the return shipping cost.
- If the return is due to customer reasons (such as change of mind), the customer will bear the shipping cost.
Refund Process
- Refund Time: Refunds will be processed within 5 to 7 business days after we receive the returned product.
- Refund Method: Refunds will be issued to the original payment method.
- After initiation, it may take 3 to 5 additional business days for the refund to appear in your account, depending on your bank.
Order Cancellation
- Cancellation after dispatch: Once a parcel is dispatched and cannot be intercepted, please contact our support team to arrange a return upon receipt. Customers are responsible for round-trip shipping fees.
- Cancellation of Pre-orders: If you cancel a pre-order before shipment for personal reasons, you will be responsible for the transaction fee.
Purchases Not from Our Website
This policy applies only to purchases made directly from kukirin-escooter.co.uk. For products purchased through other platforms or authorized resellers (such as Amazon, AliExpress, Geekbuying, Geekmaxi), please refer to their respective return and refund policies.
Contact Us
If you have any questions or require assistance with your return or refund, please contact our customer service team at support@kukirin-escooter.co.uk.
We reserve the right to update this policy at any time. Please review the latest version before making a purchase.