Refund policy
Last updated: 1 November 2026
At kukirinbuy.com, the Authorized KuKirin Online Store, we aim to provide a clear and practical return and refund process for customers purchasing directly through this website.
If you wish to request a return, exchange or refund, please review the conditions below before sending any product back to us.
Returns at a Glance
- Return period: 14 calendar days from the date you receive the product, where the applicable right of withdrawal applies.
- Restocking fee: no administration or restocking fee.
- How to start: contact us through our Contact Us page or email support@kukirinbuy.com.
- Return shipping: we cover eligible return costs when the return results from our error, transport damage or a confirmed product defect. For a change-of-mind return, the customer pays the direct carrier cost where permitted by applicable law. Estimated return shipping for a scooter from mainland Europe to our Poland return centre is €50–€150; the exact cost depends on the collection country, scooter size and carrier requirements for lithium batteries. See Section 3 for how the exact charge is confirmed.
- EU return centre: authorised returns for supported European orders are processed through our logistics centre in Poland, European Union.
1. Scope
This policy applies only to products purchased directly from kukirinbuy.com.
The website is operated by KUKIRIN GLOBAL LIMITED. A valid order number or other proof of purchase may be required to process your request.
2. Return and Exchange Conditions
Where the applicable right of withdrawal applies, you may request a return within 14 calendar days after receiving the product.
A return or exchange may also be requested in situations including:
- Damaged or defective product: the product arrives damaged or has a manufacturing defect.
- Incorrect product: the item received does not match the product confirmed in your order.
- Change of mind: you no longer wish to keep the product.
- Quality issue during initial use: a manufacturing defect becomes apparent during initial product testing.
For a change-of-mind return, you may unpack and inspect the product only to the extent reasonably necessary to establish its nature, characteristics and normal functioning.
Returned products must be clean, complete and securely packaged, and must include the supplied accessories, charger, keys, manuals, tools and other original items. Original packaging should be used where reasonably possible.
If the product has been handled or used beyond what is reasonably necessary to inspect it, any lawful refund reduction may reflect the actual reduction in value of the product.
3. Return Shipping Costs
Customer responsibility: for a change-of-mind return, accidental order or incorrectly selected model, the customer is responsible for the direct return shipping cost where permitted by applicable law.
Our responsibility: if the return results from our error, transport damage, a confirmed manufacturing defect or an incorrect product being sent, we will cover eligible return shipping costs or arrange the return transport.
For a scooter returned from mainland Europe to our Poland return centre, the estimated direct carrier cost is €50–€150 per scooter. The exact amount depends on the collection country, parcel size and weight, and the carrier’s lithium-battery requirements. For islands or other non-mainland locations, ask us for a location-specific estimate before purchasing.
You may use a carrier that accepts this type of shipment and pay that carrier directly. If we arrange collection for a change-of-mind return, we will tell you the exact carrier charge and obtain your agreement before arranging it or deducting it from a refund. We do not add a handling or restocking fee.
Because electric scooters are large, heavy products containing lithium batteries, please do not arrange or send a return shipment before receiving instructions from our customer service team.
4. EU Return Address
Authorised returns for supported European orders are processed through our logistics centre in the European Union:
BLC POLAND
ul. ubiska 14, Ramp No. 38
05-532 ubna
Poland
Important: this is our European logistics return address. Before sending any product, please contact our customer service team to obtain return authorisation and the instructions applicable to your order.
Please do not send a scooter, battery, charger, accessory or spare part without prior confirmation from our customer service team.
The registered office of KUKIRIN GLOBAL LIMITED in Hong Kong is not a return address.
5. Situations Not Covered
A return, exchange or refund may be refused or reduced where permitted by applicable law if:
- the product has been damaged through misuse, accident or unauthorised modification;
- the product shows substantial use or high mileage unrelated to a manufacturing defect;
- accessories, components, keys, chargers, manuals or other supplied items are missing;
- the serial number or identification label has been removed, altered or made unreadable;
- a spare part has been installed, used or damaged by the customer; or
- a used or refurbished product was clearly identified as such and special conditions were disclosed before purchase.
These conditions do not limit mandatory consumer rights where a product is defective or otherwise covered by applicable consumer law.
6. Advertised Range and Battery Performance
Advertised riding-range figures are measured under particular test conditions. Actual riding range may vary depending on factors including:
- rider weight;
- riding speed;
- hills, gradients and terrain;
- outside temperature;
- tyre pressure;
- selected riding mode;
- frequent acceleration and braking; and
- battery condition, age and charging history.
A difference between a range measured under test conditions and the range observed in actual riding conditions does not by itself establish that the product or battery is defective.
If the battery has an actual fault that causes abnormal loss of capacity or performance, our customer service team will provide the appropriate assistance.
7. How to Request a Return
To help us process your request efficiently:
- Contact us: use our Contact Us page or email support@kukirinbuy.com.
- Provide your order details: include your order number, the product concerned and the reason for the request.
- Provide supporting evidence where relevant: for damaged, defective or incorrect products, include clear photographs or a short video showing the product, packaging and shipping label.
- Receive authorisation and instructions: our team will confirm the return procedure, return destination and any packaging or carrier requirements.
- Pack the product carefully: include the product, accessories, charger, keys, manuals and other supplied items.
- Send the product: after receiving our instructions, send the product to the confirmed return destination and provide the tracking number.
After shipment, please send us the tracking number and tracking link where available.
8. Refund Processing
Refund Timing
Where a statutory right of withdrawal applies, reimbursement will be made without undue delay and within the period required by applicable law.
Where permitted by applicable law, we may withhold reimbursement until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.
For eligible returns, the refund normally reaches your original payment method within approximately 12 calendar days after we receive the returned goods or evidence that you have sent them back, whichever occurs first. This estimate includes our processing and the usual payment-provider posting time. We will not delay a statutory refund beyond the deadline required by applicable law; where permitted, we may withhold reimbursement until we receive the goods or evidence of shipment.
Refund Amount
Where an entire order is returned under an applicable right of withdrawal, the price paid for the returned goods will be refunded.
Where required by applicable law, any original standard delivery charge paid for the order will also be refunded. Additional costs resulting from selecting a delivery method more expensive than the standard option are not refundable unless required by law.
For a change-of-mind return, the direct cost of returning the product remains the customer's responsibility where permitted by applicable law.
Product Inspection
We do not charge an administration fee or restocking fee.
However, where the product has lost value because it was handled or used beyond what was reasonably necessary to establish its nature, characteristics and normal functioning, the refund may be reduced to reflect the actual diminished value.
This may include:
- significant mileage;
- extended outdoor use;
- scratches, dents or staining;
- missing parts or accessories;
- modifications to the product; or
- damage caused by misuse.
Any deduction will be based on the actual condition and reduction in value of the returned product.
Refund Method
Refunds will normally be issued to the same payment method used for the original order, unless another method is expressly agreed where legally permitted and does not result in additional fees for the customer.
We do not charge a fee for processing an approved refund.
Bank Processing Time
After we issue a refund, your bank, card issuer or payment provider may require additional time before the funds appear in your account.
Damaged, Defective, Incomplete or Incorrect Products
Where a product is confirmed to be damaged, defective, incomplete or different from the product ordered, the appropriate resolution may include, depending on the circumstances:
- technical assistance;
- replacement parts;
- repair;
- product replacement;
- price reduction; or
- full or partial refund.
Where the issue is our responsibility, eligible return shipping costs will be covered or arranged by our customer service team.
9. Order Cancellation
Before shipment: if the order has not been dispatched and no tracking number has been generated, you may request cancellation.
If the order can still be cancelled, the payment will be refunded without an additional cancellation fee.
After shipment: once the parcel has been handed to the carrier, interception cannot be guaranteed.
You may need to wait for delivery and then request a return under this policy.
If the return is due to a change of mind, the direct return shipping cost remains the customer's responsibility where permitted by applicable law.
10. Purchases from Other Sellers
This policy applies only to products purchased directly from kukirinbuy.com.
If you purchased a KUKIRIN product through Amazon, another marketplace, another online store or a third-party reseller, please contact the seller identified on your invoice or order confirmation.
Return, refund and warranty procedures may differ between sellers.
11. Customer Service
For questions about returns, exchanges or refunds, contact:
Email:
support@kukirinbuy.com
Customer service hours:
Monday to Friday, 09:00–18:00
CET / CEST
For information about the website operator and legal business details, please see our Legal Notice.
Nothing in this policy excludes or limits mandatory consumer rights available under applicable law.