Return & Refund Policy

KuKirin – Quality Guarantee and Return Policy

KuKirin ensures the highest quality of every product sold and delivered, striving to meet and exceed customer expectations. If for any reason you are not fully satisfied with your purchase within 7 days, we will be happy to assist with an exchange or refund (this applies only to purchases made on the kukirin-scooters.com website).

Orders can be returned within 7 days of receipt (in accordance with the current logistics timeline).

I. Return Without Stating a Reason

  1. The customer has the right to return the product without stating a reason within 7 days from the date of receipt, provided that the return policy requirements are met. The customer bears the shipping costs in both directions.
  2. The product must be in an undamaged condition – unused, with the complete set of accessories, original packaging, user manual, labels, etc.
  3. Upon receiving the returned product, Kukirin will conduct a quality check and verification. If the product meets the return conditions, Kukirin will refund the customer the money minus the shipping costs.

II. Product Quality Issues

1. Within 7 days of receipt:

  • If the product is damaged or defective, the customer must report the issue within 7 days, attaching photos or videos as proof.
  • After Kukirin confirms the issue, the customer may receive a full refund.
  • It is recommended to record the unpacking of the package. In case of missing items, errors, or packaging damage, you must contact Kukirin within 7 days and provide:
    • Product code (SKU/frame number/parcel number)
    • Photo/video documentation or package weight
  • After verification, Kukirin may offer: delivery of missing parts, partial refund, exchange, or full refund.

2. From 7 days to 12 months after receipt:

  • If a quality issue arises, Kukirin will provide free replacement parts and maintenance at no cost to the customer.

3. Consumable Parts:

  • Wear parts (e.g., Tire/tire/front wheel/tubeless tire/brake lever/brake cable/disc brake/brake pads/brake disc/fixed disc brake pads) have a 7-day warranty period. After this period, or in case of wear during use, the customer bears the cost of their replacement.

4. After the 12-month warranty period expires:

  • Kukirin offers paid post-warranty service. The customer covers the cost of parts, repairs, and transportation.

III. Warranty Exclusions (Kukirin Bears No Responsibility)

The following situations are not considered product defects and are not eligible for free repair:

  1. Damage caused by rain, submersion in water – including batteries, displays, wire connections, etc.
  2. Damage caused by overloading, prolonged uphill travel, or riding on uneven terrain.
  3. Failure to comply with the user manual and maintenance guidelines.
  4. Unauthorized modifications or changes to the product’s structure/appearance without Kukirin’s approval.
  5. Use or storage in improper environmental conditions.
  6. Missing or inconsistent invoice, warranty card, or serial number.
  7. Accidents or other events that violate local laws.

IV. Return Process

  1. The customer submits a return request, providing: order number, return parcel number, return address, and reason for return.
    • In the case of returns due to product defects, photos or videos must be attached as proof.
  2. After the request is approved, Kukirin will create an RMA order and generate a return label:
    • Self-arranged shipping by the customer: The customer must provide a valid tracking number. Cash-on-delivery shipments are not accepted.
    • Kukirin label: The customer prints the label and drops off the package at the designated courier’s collection point.
  3. Upon receiving the package and verifying the product’s condition, Kukirin will initiate the refund or repair process.

V. Logistics Issues

  1. If the package is returned due to a customer error (e.g., incorrect address, refusal to accept delivery), the customer bears the shipping and return costs.
  2. In the event of a lost package or lack of logistics information, the customer may request a re-shipment or refund.
  3. If an order is canceled or the address is changed after the package has been shipped, Kukirin does not guarantee the ability to intercept the package. The customer bears all associated costs.

For products purchased on kukirin-scooters.com:

  • Purchased but not yet shipped (cancellation): The full order price will be refunded to your account within 14 business days of receiving the return form.
  • Product shipped (cancellation): After the package has been shipped and cannot be intercepted, contact our support team to initiate a return once the package is received. Please note that you will be responsible for any associated shipping fees.
  • Pre-launch orders and pre-launch cancellations: After making payment, you may refer to the earlier section regarding the return process.
  • Product delivered: (Returned packages must be new and unopened. After use, we do not accept returns without a reason, unless there is a quality issue.)

If the product has a manufacturing defect or was damaged during transportation, KuKirin will cover the return shipping costs. The refund of the original purchase price will be processed within 14 business days of receiving the returned product.

Used Items:

We do not offer returns for used items, except in cases of severe damage or malfunction.

For products not purchased on kukirin-scooters.com:

Please refer to the return and refund policy of the platform or store where the purchase was made. For detailed information, contact the seller.

Note: This website only accepts purchases made on kukirin-scooters.com. This means that if you purchased a product on other platforms such as Amazon, Aliexpress, Geekbuying, Geekmaxi, etc., you must contact them for a refund.

Return Notes:

When submitting a return request, please provide a valid proof of purchase, such as an order number, receipt, invoice, etc. The returned product must be undamaged and packed in its original packaging, along with all accessories, instructions, and additional items.

We do not offer returns for used items, except in extreme cases of damage or malfunction. Returned packages must be new and unopened.

All labels and logos on returned items must not show signs of tampering or alteration.

Unauthorized returns or cash-on-delivery shipments without the seller’s consent will be rejected. The return policy applies only to direct purchases made on the kukirin-scooters.com website.

Contact us

Email

Contact us via service@kukirin-scooters.com , and we will get back to you ASAP.

Phone

We are ready to answer all your questions regarding our products and services at:

+86 13653020288(business inquiry) Office Hours: GMT+8 Mon-Fri 9 am-6 pm

Address

Company name: Shenzhen Tengruijie Technology Co., Ltd.

Company address: Unit D4, 517, Yating Mingyuan, Ailian Community, Longcheng Street, Longgang District, Shenzhen