Return & Refund Policy
Thank you for choosing Kukirin's products. We are committed to ensuring the satisfaction of every customer and provide the following return and refund policy:
I. Scope of application
This policy applies to all products purchased through our official website (https://kukirin-scooter.co.uk/). For products purchased through other channels, please refer to the return and refund policy of the corresponding platform or store.
II. Return Policy
Return period: You can apply for a return within 14 days from the date you receive the product.
Return conditions:
Unused and in new condition: The product should be unused and in its original condition, without signs of odor, dirt, stains, dust, etc., and must include all items in the box (charger, keys, tools, pump gifts, labels, accessories, and instructions, etc.) and the original packaging carton. You also need to provide the corresponding proof of purchase (such as order number, purchase receipt, invoice, etc.)
Product defect or transportation damage: If the product has a manufacturing defect or is damaged during transportation, please provide relevant photos or videos as proof.
Approved by the seller: Unauthorized returns or cash on delivery without the seller's consent will be rejected.
Return process:
Apply: Fill out and send the return application form to keteles.com@gmail.com within the return period, and attach photos or videos of product damage (if applicable).
Review and approval: Our customer service team will review your application after receiving it and provide the return address.
Return shipping:
Non-quality issues: You will be responsible for the return shipping.
Quality issues or transportation damage: We will bear the return shipping.
Return period: After receiving the return address, please send the product back within 7 days and provide the tracking number and query link. Otherwise, the return request will be deemed expired.
III. Refund policy
Refund process:
- Confirm receipt: After we receive and inspect your returned product, the refund will be processed within 14 working days.
- Refund method: The refund will be refunded to your original payment method.
Refund amount:
- Full refund: For returns due to product defects or transportation damage.
- Partial refund: For returns not related to quality issues, the initial shipping fee or other related fees may be deducted.
Ⅳ. Order cancellation policy
- Unshipped orders: If your order has not been shipped, you can apply for cancellation. We will process the refund within 14 working days.
- Shipped orders: If the order has been shipped and cannot be intercepted, you can apply for a return after receiving the product. Please note that you will be responsible for the relevant return shipping costs.
Ⅴ. Pre-order orders
For all pre-order orders, your debit or credit card will be charged immediately when the order is placed. Regardless of when the product is expected to be shipped, the payment will be processed immediately without delay. After payment, you can refer to the "Order Cancellation Policy".
Ⅵ. Second-hand goods
We do not accept returns of used goods unless they are severely damaged or faulty in extreme cases.
VII. Contact Us
If you have any questions or need further help, please contact us through the following methods:
Email: sales@kukirin-scooter.co.uk
Address: Xin'an Street, Bao'an District, Shenzhen, GD, 518300, CN.
We are committed to providing you with quality services, thank you for your understanding and support.