We value your shopping experience and are committed to providing a clear and transparent return and refund process for all customers.

Please read the following policy carefully before placing an order or requesting a return.

This policy applies only to products purchased directly from: https://www.kukirin-escooters.com/

Products purchased through third-party marketplaces or distributors should be handled through the original seller or platform.

Operating Company

Shenzhen Honglan E-commerce Co., Ltd.

Room 139, Building 4, Shangshui Tiancheng
No. 299 Jihua Road, Shuijing Community
Jihua Subdistrict, Longgang District
Shenzhen, 518100, China

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@kukirin-escooters.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 https://www.kukirin-escooters.com/are eligible for return under the following circumstances:

2.1 Quality Defects (Within 14 Calendar Days After Delivery)

• Eligibility: If your scooter shows a quality defect within 14 calendar days of delivery, you may request a return.

• How to Apply: Email service@kukirin-escooters.com with your order number and photos or videos of the product damage.

• Response Time: We will reply within 2 business days.

• Return Instructions: Use the original packaging and include all accessories and manuals. We will provide a return shipping label after approval.

• Cost: KuKirin will cover all shipping costs.

2.2 Received the Wrong Product

• Eligibility: If you received an incorrect product, please contact us within 3 calendar days after delivery.

• Cost: KuKirin covers the return shipping costs.

2.3 Change of Mind or Unwanted Product

• Returns due to change of mind or non-quality reasons are generally not accepted.

• If you still wish to return the product:

  • The item must be unopened and in original condition.

  • The request must be made within 3 calendar days after delivery.

  • You are responsible for the shipping costs, ranging from 100 to 400 EUR.

  • Please contact Customer Service before sending the product back.

2.4 Product Damaged After Use

• Used and damaged products cannot be returned. Only repair services are available.

2.5 Product Disassembled or Slightly Used but Not Damaged

• If the product is undamaged but has been disassembled or shows signs of use:

  • A 50% refund of the original product price will be issued.

  • Round-trip shipping costs will be deducted.

  • If you return the product yourself, only the original shipping cost will be deducted.

2.6 Returns Due to Logistics Issues

• If delivery fails due to courier error, we will resend or refund the product at our expense.

• If the address provided by the customer is incorrect:

  • The customer must pay the reshipping fee.

• If the customer refuses delivery:

  • Both original and return shipping costs (100–400 EUR) will be deducted from the refund.

2.7 Incorrect Accessories Ordered

• Customers are responsible for return shipping of incorrectly ordered accessories.

• Refunds will be processed after deducting the original shipping fee.

2.8 Non-Original Packaging / Oversized Package Fees

To avoid transportation damage and additional logistics charges, customers must use the original packaging box when returning products.

If the customer returns the product without the original packaging, and the package becomes classified by the courier as an oversized, irregular, or non-standard parcel, KuKirin reserves the right to deduct an additional special handling fee of 50–200 EUR from the refund amount.

The exact fee depends on Courier company charges

3. Return Process

3.1 Submit a Return Request

Email service@kukirin-escooters.com with your order number and reason for return. Do not ship the item until you have received written approval and confirmed return instructions from our team.

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 to our Poland warehouse 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:

• You will receive an approval or rejection notice within 3 business days.

• If approved, the refund will be issued to the original payment method within 3–5 business days.

4. European Warehouse & Return Center

To improve delivery efficiency and after-sales support for customers in Europe, we cooperate with authorized warehouse and logistics partners within the European Union.

For approved returns, repairs, or warranty cases, customers may be instructed by our support team to return products to our designated European service warehouse.

Please do not return any package without prior authorization from our customer support team.

Designated EU Return & Service Warehouse (Poland)

Recipient: xixi+PS339
Address: Generała Mikołaja Bołtucia 8
City: Grodzisk Mazowiecki
Country: Poland
Postal Code: 05-827
Phone: +48532233262

This warehouse is used solely for logistics, returns handling, and after-sales support services and does not operate as the legal business entity of this website.

5.Important Notes

• Customers are responsible for ensuring returned products are properly packaged
• We recommend using a trackable shipping service for returns
• Refund processing times may vary depending on payment providers and banks
• Nothing in this policy affects statutory consumer rights under applicable laws

6.Contact Us

If you have any questions regarding returns, refunds, cancellations, or warranty support, please contact us:

Customer Support Email:
service@kukirin-escooters.com

Customer Support Hours:
Monday – Friday
9:00 AM – 6:00 PM (CET)