Terugbetalingsbeleid

We know returning an electric scooter can feel like a big job. Start by telling us what happened. Our support team will explain the correct return address, available return method, who pays the shipping cost, and what happens next.

Last updated: 3 July 2026

1. Cancelling Before Dispatch

Contact us as soon as possible if you need to cancel or change an order.

If the order has not yet been dispatched, we will make reasonable efforts to stop or amend it. Any eligible refund will be returned to the original payment method.

Once the order has been dispatched, it can no longer be handled as a pre-dispatch cancellation. After delivery, you may request a return under this policy.

2. Your 14-Day Right to Cancel and Return

If you place an eligible online order for delivery to an EU country, you may tell us within 14 calendar days after delivery that you wish to cancel and return the order, without giving a reason. Similar rights apply in other countries where required by law.

To start the return, email support@kukirinmobility.com within the 14-day period and include your order number. A normal email saying that you wish to cancel and return the order is enough. You do not need special legal wording.

After telling us, you normally have a further 14 calendar days to send the product back. We will confirm the correct European return address and transport instructions before you send it.

The date of your request is the date on which you send your cancellation email. Waiting for our return address or instructions does not make an on-time request late.

3. How to Start a Return

1. Email support@kukirinmobility.com .
2. Include your order number, product model, and reason for return.
3. For damage, a fault, an incorrect item, or another product issue, send clear photos or a short video where reasonably available.
4. Wait for our written instructions confirming the correct return address, packaging guidance, available return methods, and who pays the shipping cost.
5. Choose either a return label provided by our support team or arrange a suitable trackable carrier yourself in accordance with our instructions.
6. Pack the product securely and use the confirmed return method.
7. Keep the tracking number and carrier receipt until the return and refund are complete.

4. What to Return and How to Pack It

Please return everything originally supplied with the order, where applicable:

• The electric scooter or other main product;
• The charger and keys;
• The user manual and product documents;
• Tools and supplied accessories; and
• Any other components included with the product.

You may inspect and test the product only as much as reasonably necessary to understand its nature, main features, and basic operation, similar to what would normally be permitted in a physical shop.

Original packaging is strongly recommended because electric scooters are large, heavy, and need secure transport. Not having the original packaging does not automatically remove a statutory return right, but the product must still be packed safely enough to avoid transport damage.

5. Product Condition and Any Reduction in Value

We do not charge a restocking fee.

Where permitted by law, a proportionate deduction may be made if the product has been handled or used beyond what was reasonably necessary for inspection and this has caused a real reduction in value.

The warehouse may consider:

• Recorded riding mileage;
• Tyre, wheel, or brake wear;
• Road dirt or other evidence of outdoor use;
• Scratches, impact marks, or cosmetic damage;
• Assembly, disassembly, modification, or repair marks;
• Missing parts, accessories, documents, or protective materials;
• Water exposure;
• Cleaning or repair required before resale; and
• Loss of new-product resale condition.

A deduction will not be based on mileage alone. It must reflect the documented overall condition and actual reduction in value. We will explain the reason and basis for any deduction.

6. Change-of-Mind and Other Non-Quality Returns

A non-quality return includes changing your mind, ordering the wrong model, no longer needing the product, or another reason unrelated to a product defect or our fulfilment error.

For these returns, the customer is responsible for the direct return shipping cost.

Electric-scooter return shipping is commonly estimated at €30–€120. The actual cost depends on the model, parcel size, weight, return origin, destination, carrier, and designated European return warehouse. This is an estimate, not a fixed fee.

You may ask us to provide a return label, or you may arrange a suitable trackable carrier yourself. If you choose your own carrier, follow the confirmed return address, packaging, battery-transport, and tracking instructions and keep the carrier receipt.

Choosing who books the shipment does not decide who pays for it. For a change-of-mind or other non-quality return, the customer pays the direct return shipping cost. If we provide the label, we will tell you the actual carrier charge before issuing it, and that amount may be deducted from the eligible refund.

7. Damaged, Defective, Incorrect, or Non-Conforming Products

Contact us promptly if the product:

• Arrived damaged;
• Appears defective;
• Is materially different from the description; or
• Is not the model or regional version ordered.

Send the order number, model, a clear description, and relevant photos or a short video where reasonably available. For transit damage, photographs of the packaging and shipping label are especially helpful.

Not being able to provide one particular photograph or video does not automatically remove a mandatory legal right.

Where required by law, an eligible defective or non-conforming product will be repaired or replaced at no cost. If repair or replacement is impossible, unavailable within a reasonable time, or would cause significant inconvenience, an appropriate price reduction or refund may apply.

Depending on the case and with your agreement, we may also offer troubleshooting or a replacement part where this is a practical and suitable solution.

8. Who Pays the Return Shipping?

Where legally permitted, documented additional logistics costs may apply when they are caused by incorrect customer information, refusal or failure to collect the parcel, use of an incorrect return address, inadequate packaging, or failure to follow confirmed transport instructions.

9. Use Only the Return Address We Confirm

The correct return location may depend on the order number, product model, condition, delivery country, warehouse capacity, and available logistics arrangements. For that reason, we must confirm the return address and transport instructions before the product is sent, even if you book the carrier yourself.

Unless we confirm otherwise in writing, do not return a product to:

• Our Hong Kong registered business address;
• The sender address printed on the original parcel;
• An address shown on an invoice or product label;
• An address found on another website or search result; or
• An address previously used for a different order.

Products sent to the wrong address or without adequate tracking may be delayed. Additional documented carrier or recovery costs caused by an incorrect address, inadequate packaging, or failure to follow confirmed instructions may be deducted where legally permitted.

10. Refund Timing and Payment Method

Eligible refunds are issued to the original payment method unless another method is expressly agreed.

Where the statutory 14-day cancellation right applies, reimbursement will be made without undue delay and no later than 14 calendar days after we are informed of the cancellation. We may wait until:

• We receive the returned product; or
• You provide evidence that the product has been sent back.

In normal practice, once the designated warehouse receives and records the return, we complete the inspection and process the eligible refund within 3–5 business days. This does not extend any earlier deadline required by applicable law.

We will email you with the return status, inspection result, refund status, and the reason for any documented adjustment.

Banks, card issuers, PayPal, and other payment providers may need additional time to display the refund after we have processed it. Contact us if more than 15 business days have passed since our refund confirmation.

11. Original Delivery Charges and Refund Adjustments

Where required by law, cancellation of an entire eligible order also includes reimbursement of the original standard delivery charge.

Any additional amount paid for a delivery method more expensive than the standard option is not refundable unless required by law.

An eligible refund may be adjusted for:

• Return shipping costs for which the customer is responsible;
• Missing items;
• Documented reduction in value caused by handling or use beyond reasonable inspection; and
• Other documented amounts that may lawfully be deducted.

We will explain the reason and basis for any adjustment.

12. Exchanges, Late Requests, and Purchases From Other Sellers

We do not normally exchange one model or version directly for another. To buy a different model, return the eligible original product and place a separate order. This does not affect a legal right to replacement for a damaged, defective, incorrect, or non-conforming product.

A change-of-mind return requested after the applicable 14-day period may be declined unless mandatory law provides otherwise.

Products that have been materially modified, improperly repaired, substantially disassembled, or damaged may be subject to a reduction-in-value assessment and may also affect voluntary commercial warranty coverage. Mandatory legal rights remain unaffected.

This policy applies only to purchases made directly through kukirinmobility.com. Products purchased through Amazon, another marketplace, another retailer, or another website must normally be handled by the seller named on the order confirmation.

13. Contact Us

14. Business Information

Nothing in this policy limits mandatory consumer rights available under applicable law.