Returns and Refunds Policy

At kukirin-escooter.eu, we strive to provide a satisfying shopping experience for every customer. If you need to request a return or refund after placing your order, please review our official policy below.

Quick Summary for Returns:

Window: 14 days from the date of delivery.

Shipping & Fees: We pay for quality issues; the customer pays for personal choice returns. Used items with visible wear are subject to a Used Product Value Adjustment.

Required Details: Order number, photos of the original packaging, and clear photos of the scooter (specifically the foot deck and tires).

Contact: support@kukirin-escooter.eu

Return Location: Complete scooters must be returned to our Poland warehouse. Spare parts must be returned to their original shipping location.

1. Applicability

This policy applies exclusively to orders placed directly on our official website (kukirin-escooter.eu).

If you purchased through other website or third-party platforms (e.g., Amazon, eBay, AliExpress) , this policy does not apply. Please contact your seller directly to follow their specific return process.

2. 14-Day Right of Withdrawal & Test Riding Rules

You have 14 days from delivery to request a return. You are welcome to inspect and test the scooter indoors as you would in a retail shop (e.g., powering on, checking appearance and basic functions). However, please avoid riding it on outdoor surfaces (such as asphalt) to prevent wear and tear, which may result in a value depreciation fee.

If returning for personal reasons, you are responsible for the actual shipping costs.

Dispatch & Return Origins: Complete scooters ship from our Poland warehouse. Returns must be sent back to their original dispatch location.

3. Second-Hand Resale Value Adjustment

Once a scooter has been ridden on the road, it cannot be refurbished or resold as new. Used units are handled through our second-hand buyback program. Upon receiving your return, our warehouse will inspect the item:

If the scooter was only tested indoors with zero signs of use or damage, no Used Product Value Adjustment will apply.
If visible wear is detected (e.g., road marks on tires, dirty foot deck, odometer mileage), we will share photo/video proof with you, and a reasonable amount (based on lost resale value) will be deducted from your final refund. The adjustment amount depends on the condition of the returned scooter and the expected resale value.

4. Spare Parts Return Policy

Individual spare parts can be returned within 14 days provided they are unused and in original packaging. We cannot accept returns for parts with installation marks, cut wires, soldering damage, or missing packaging.

5. Battery Range Disclaimer

Please note that advertised riding ranges are based on standard testing conditions:

Rider weight: 60 kg | Temperature: 25°C | Average speed: 20 km/h | Terrain: Flat urban roads.

Actual range will vary based on rider weight, terrain, temperature, and riding habits. Variations between tested and real-world range are normal. However, if a genuine battery defect causes abnormal range reduction, we will provide full support.

6. Return Application & Shipping Process

Customer Responsibility: If a return is initiated for personal reasons (change of mind), the customer is responsible for the return shipping cost. Return shipping costs vary depending on the customer’s location and the actual shipping service required. Please contact our customer support team for the estimated return cost before shipping.

Our Responsibility: If the return is due to our error (such as damaged goods, manufacturing defects), we will cover the return shipping cost.

To ensure a smooth return via UPS, please follow these steps:

 Step 1: Submit Request

Email support@kukirin-escooter.eu with your order number and clear photos of the scooter (focusing on the foot deck and tires) and original packaging.

 Step 2: Confirmation & Pickup Arrangement

Once both parties confirm the return details and refund amount, our team will arrange a carrier pickup and send all required shipping documents to your email.

  Step 3: Pack Securely

Pack the scooter in its original packaging with all accessories and manuals. For lithium battery safety, please ensure the device is powered off and the packaging meets transport requirements.

  Step 4: Pickup / Drop-off

Wait for the carrier to collect the parcel on the scheduled date, or drop it off at a nearby UPS Access Point. Return labels are valid for 7 days from the date of issue

  Step 5: Inspection & Refund

Once the parcel arrives at our warehouse and passes inspection, we will issue your refund.
During peak seasons, complete return process usually takes approximately 3–4 weeks, including return shipping, warehouse inspection, and refund processing.

7. Recommendations for Exchanges

Before Shipment: Simply contact our customer support team to switch to your desired model. We will adjust the order and process the price difference (refund or supplementary payment) directly.

After Shipment: We recommend placing a new order directly on our website, allowing you to receive your new scooter within 3 to 6 business days. In contrast, the traditional exchange process requires waiting for the returned item to arrive at our warehouse and pass inspection, which takes approximately 3 to 4 weeks before a replacement unit can be dispatched.

8. Order Cancellation

Before Shipment: If your order has not shipped (no tracking number generated), you may cancel for an immediate full refund at no cost.

After Shipment: Dispatched packages cannot be intercepted. You may either refuse delivery upon arrival, or exercise your 14-day return right after receiving the parcel.
Please note: if you use the scooter outdoors and cause visible wear, Used Product Value Adjustment will apply. Round-trip shipping costs for personal-reason cancellation will be deducted from your refund.

9. Refund Processing

Processing Time: As soon as we receive notification that the warehouse inspection is completed, we will immediately contact you to confirm the final statement/refund amount and initiate your refund.
Payment Method: Funds are credited back to your original payment method (Credit Card, PayPal, etc.).
Bank Clearance: Depending on your financial institution, it may take an additional 3–5 business days for funds to appear on your statement.

10. Customer Support

For returns, exchanges, or after-sales assistance, contact our Email: support@kukirin-escooter.eu