Return & Refund Policy
We value your shopping experience and are committed to making the return and refund process as smooth and transparent as possible. Please read the following policy carefully before initiating a return or canceling an order.
1. Order Changes and Cancellations (Before Shipping)
1.1 How to Apply
If you would like to change or cancel your order, please contact us at service@kukirinescootereu.com within 12 hours of placing your order.
1.2 Processing Time
Our customer service team will confirm your request within 1–2 business days.
1.3 Refund Method
If approved, your payment will be refunded to your original payment method within 3–5 business days.
1.4 Important Note
Once your package has been shipped, your order cannot be changed or canceled.
2. Return Eligibility (After Shipping)
Products purchased on www.kukirinescootereu.com are eligible for return under the following circumstances:
2.1 Quality Defects (Within 7 Calendar Days After Delivery)
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Eligibility: If your scooter shows a quality defect within 7 calendar days of delivery, you may request a return.
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How to Apply: Email service@kukirinescootereu.com with your order number and photos or videos of the product damage.
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Response Time: We will reply within 2 business days.
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Return Instructions: Use the original packaging and include all accessories and manuals. We will provide a return shipping label after approval.
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Cost: KuKirin will cover all shipping costs.
2.2 Received the Wrong Product
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Eligibility: If you received an incorrect product, please contact us within 3 calendar days after delivery.
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Cost: KuKirin covers the return shipping costs.
2.3 Change of Mind or Unwanted Product
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Returns due to change of mind or non-quality reasons are generally not accepted.
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If you still wish to return the product:
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The item must be unopened and in original condition.
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The request must be made within 3 calendar days after delivery.
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You are responsible for the shipping costs, ranging from 100 to 400 EUR.
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Please contact Customer Service before sending the product back.
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2.4 Product Damaged After Use
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Used and damaged products cannot be returned. Only repair services are available.
2.5 Product Disassembled or Slightly Used but Not Damaged
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If the product is undamaged but has been disassembled or shows signs of use:
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A 50% refund of the original product price will be issued.
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Round-trip shipping costs will be deducted.
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If you return the product yourself, only the original shipping cost will be deducted.
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2.6 Returns Due to Logistics Issues
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If delivery fails due to courier error, we will resend or refund the product at our expense.
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If the address provided by the customer is incorrect:
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The customer must pay the reshipping fee.
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If the customer refuses delivery:
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Both original and return shipping costs (100–400 EUR) will be deducted from the refund.
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2.7 Incorrect Accessories Ordered
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Customers are responsible for return shipping of incorrectly ordered accessories.
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Refunds will be processed after deducting the original shipping fee.
3. Return Process
3.1 Submit a Return Request
Email service@kukirinescootereu.com with your order number and reason for return.
3.2 Approval
Our team will confirm the eligibility and provide the return instructions and address within 2 business days.
3.3 Ship the Product
Ship the item within 3 calendar days of receiving approval. Use original packaging and include all accessories and manuals.
3.4 Provide Tracking Information
Send us the tracking number, shipping label, and carrier details for tracking purposes.
3.5 Inspection and Refund
Once the returned item and its serial number are verified:
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You will receive an approval or rejection notice within 3 business days.
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If approved, the refund will be issued to the original payment method within 3–5 business days.
4. Additional Information
4.1 Return Address
Room 804, Yisheng Building, No. 13 Zhongxing Road, Buji Sub-district, Longgang District, Shenzhen, China
4.2 Packaging Responsibility
Customers are responsible for properly packaging return items to avoid damage.
Items damaged due to poor packaging may result in partial refunds or rejection of the return.
5. Contact Us
For questions about returns, refunds, or cancellations, please contact:
📧 Email: service@kukirinescootereu.com
🕐 Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (CST)
Thank you for your understanding and cooperation.