Return & Refund Policy

We want you to be happy with your KuKirin. This policy explains how to cancel an order, return a product and get a refund. It does not limit your statutory rights.

1. Cancelling or changing an order before dispatch

Email us at support@kukirinofficial.com as soon as possible with your order number. If your order has not been dispatched yet, we will change it or cancel it and refund you in full. Once an order has been dispatched it can't be changed, but you can still return it under section 2.

2. 14-day right to return (change of mind) – EU and UK customers

If you live in the EU or the UK, you can withdraw from your purchase within 14 days of receiving your order (for orders delivered in several parcels, from the day you receive the last one) without giving a reason.

  • To withdraw, send us a clear statement, for example an email to support@kukirinofficial.com with your order number. You can use the model withdrawal form below, but you don't have to.
  • Return the product within 14 days of telling us you are withdrawing.
  • You may inspect the product as you would in a shop. Opening the box does not remove your right to return. If the product has been ridden or handled beyond what is needed to check it, we may deduct the loss in value.

US customers: we do not accept change-of-mind returns for orders delivered in the United States. You can still cancel an order free of charge before it is dispatched (section 1), and faulty, damaged or incorrect products are always covered (section 5) together with our 12-month warranty.

3. Return shipping costs

For change-of-mind returns you pay the direct cost of sending the product back. Electric scooters are large, heavy and contain lithium batteries, so they can't be returned by normal post: the cost is estimated at €100–400, depending on the model and your country. Small parts and accessories can usually be returned by normal post.

If the product is faulty, damaged or not what you ordered, we pay the return costs (see section 5).

4. Refunds

We refund you within 14 days of receiving your withdrawal notice. We may wait until we have received the product back, or you have shown us proof of return, whichever comes first.

  • The refund includes the original standard delivery cost when you return the whole order. Extra costs of a more expensive delivery method you chose are not refunded.
  • We refund to your original payment method, free of charge.
  • If you return a scooter, any 24-month warranty extension or accident protection plan bought with it is refunded too.

5. Faulty, damaged or incorrect products

If your product is faulty, arrives damaged or is not what you ordered, email support@kukirinofficial.com with your order number and photos or a video of the issue. We will arrange a repair, replacement or refund and cover the return shipping costs.

Every scooter comes with our 12-month warranty (see the Warranty Policy). In the EU and the UK you also have statutory rights for goods that are faulty or not as described – in the EU the legal guarantee lasts at least two years. Our warranty does not limit these rights.

6. Delivery problems

  • If a delivery fails because of a courier error, we will resend your order or refund you at no cost.
  • If an incorrect address was entered at checkout, re-delivery costs are paid by the customer.
  • Refusing a parcel is not the same as withdrawing. Please email us first. If you refuse delivery and withdraw, the direct cost of returning the parcel to us may be deducted (see section 3).

7. How to return a product

  1. Email support@kukirinofficial.com with your order number and the reason for the return (for change-of-mind returns no reason is needed).
  2. Within 2 business days we will send you the return address and packing instructions. Please don't send products back without contacting us – returns are handled by our local warehouse (EU, UK or US).
  3. Pack the product securely, preferably in the original packaging, with all accessories and manuals. A missing original box alone does not prevent a return.
  4. Send us the tracking number once the parcel is on its way.

Model withdrawal form

(EU and UK customers: complete and return this form only if you wish to withdraw from the contract.)

To: KuKirin Official Store, support@kukirinofficial.com
I hereby give notice that I withdraw from my contract for the sale of the following goods: ……
Ordered on / received on: ……
Order number: ……
Name: ……
Address: ……
Date: ……

Contact

support@kukirinofficial.com · Monday–Friday, 9:00–18:00 (UTC+2)