Refund policy

Return Time Frame, Fees and Refund Summary

The following summary explains our main return time frame, cancellation conditions, return shipping responsibility, restocking fee policy, return address process, refund method, and refund processing time.

• Return window: Eligible returns may be requested within 14 calendar days after delivery.
• Cancellation before dispatch: Orders may usually be cancelled before they have been shipped or dispatched.
• Restocking fee: KuKirin Mobility does not charge a restocking fee.
• Non-quality returns: For change of mind, wrong model ordered, or no longer needed, the customer is responsible for return shipping costs unless KuKirin Mobility confirms otherwise in writing.
• Quality-related returns: For confirmed defective, damaged, or incorrect items, KuKirin Mobility will cover the eligible return shipping cost, provide a prepaid return label where available, or offer another suitable solution.
• Return address: The correct return warehouse address will be provided by email after the return request is approved. The return address may be located within our European warehouse network depending on the order and return case.
• Refund method: Approved refunds are issued to the original payment method used for the order.
• Refund processing time: Refunds are usually processed within 3–5 business days after approval. Banks, card issuers, PayPal, or payment providers may need additional time to post the refund to the customer’s account.

Cancellation Before Dispatch

Please contact us as soon as possible if you need to cancel or change your order. Because orders may be processed quickly, cancellations or changes are usually only possible before the order has been shipped or dispatched.

If the order has not yet been shipped or dispatched, we will help cancel the order and arrange the eligible refund to the original payment method.

If your order has already been shipped or dispatched, it can no longer be cancelled as a pre-shipment cancellation. You may request a return after delivery under the return conditions below.

Return Within 14 Days After Delivery

You may request a return within 14 calendar days after delivery. The return window starts from the delivery date, not the order date.

To be eligible for a return, the item should meet the following conditions:

• The item is new, unused, or has only been reasonably inspected or tested.
• Main accessories, keys, charger, user manual, documents, and important parts are included.
• Original packaging is strongly recommended if available, especially for safe return transport.
• The item has not been heavily used, abnormally used, damaged by misuse, modified, disassembled, or repaired without authorization.
• The product must be returned according to the return instructions confirmed by our support team.

We do not charge a restocking fee. However, if the returned item is damaged, missing accessories, missing important components, or shows value loss beyond reasonable inspection, an appropriate deduction may apply.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it is delivered. If the item is defective, damaged, or if you receive the wrong product, please contact us promptly so that we can review the issue and provide a suitable solution.

For damaged, defective, or incorrect items, please provide:

• Your order number.
• Clear photos or videos showing the product issue.
• Photos of the outer packaging and shipping label if there is transit damage.
• Serial number, frame number, or product code if available.

After reviewing the case, we will offer a suitable solution. Depending on the situation, this may include replacement parts, repair support, return support, replacement, refund, or another fair solution.

Return Address

The return address may vary depending on your order, product model, product condition, warehouse arrangement, and return reason. For this reason, please contact us before returning any item.

After your return request is reviewed and approved, we will provide the correct return warehouse address and return instructions by email. The return address may be located within our European warehouse network, depending on the order and return case.

Please do not return products to our business registration address or to any address shown on parcels, invoices, labels, shipping labels, or company information pages unless our support team has confirmed that address for your return.

Items sent back without first requesting and receiving return approval may be delayed, refused, or not eligible for refund or return shipping support.

Return Shipping

Please contact us before sending anything back. We will confirm the return address, eligibility, return method, and who is responsible for return shipping before the product is returned.

If delivery or return issues are caused by incorrect customer information, refusal of delivery, failure to collect the package, wrong return address, or failure to follow confirmed return instructions, additional shipping or return costs may apply.

Important: Do not send any product back without prior confirmation. Unapproved returns, returns sent to the wrong address, or returns that do not follow our confirmed instructions may be delayed, refused, or not eligible for return shipping support.

Exceptions / Items Not Eligible for Return

Returns may not be accepted, or a deduction may apply, in the following situations:

• The return request is made after the 14-day return window.
• The product has been heavily used, damaged by misuse, or used in an abnormal way.
• The product has been modified, disassembled, repaired, or altered without authorization.
• Main accessories, charger, keys, documents, or important parts are missing.
• The item is returned without prior approval from KuKirin Mobility support.
• The item is returned to an unconfirmed or incorrect address.
• The product was not purchased directly from KuKirin Mobility.

Your legal consumer rights are not affected.

Exchanges

We do not offer direct exchanges. If you want another model or version, please contact us first. In most cases, the eligible item must be returned according to this policy, and the new model should be placed as a separate order.

European Union 14-Day Cooling-Off Period

If your order is delivered to a European Union country, you may have the right to cancel or return your order within 14 days after delivery without giving a reason, subject to applicable consumer protection rules.

After notifying us of your withdrawal, you should send the item back within 14 days according to the return instructions confirmed by our support team.

The item should only be inspected or tested in a reasonable way. Main accessories, charger, keys, documents, and important parts should be included, and the original packaging is strongly recommended if available.

Please contact us before returning any item so that we can confirm the correct return address, return method, and return instructions. Your legal consumer rights are not affected.

Refunds

After the returned item is received and inspected, we will notify you by email whether the refund has been approved.

If approved, the refund will be issued to the original payment method used for the order, such as the original card, PayPal account, or other payment method used at checkout. Refunds are usually processed within 3–5 business days after approval.

Please note that your bank, card issuer, PayPal, or payment provider may need additional time to process and post the refund to your account after we issue it.

The refund amount is based on the eligible returned item and the condition of the return. If the item shows value loss beyond reasonable inspection, is returned with missing accessories, or is returned in a condition different from the approved return request, an appropriate deduction may apply.

Where mandatory consumer law requires a different refund timeframe, the applicable legal timeframe will apply. If more than 15 business days have passed since your refund was approved, please contact us at support@kukirinmobility.com.

How to Start a Return

To start a return, please follow the steps below:

1. Contact Support: Email us at support@kukirinmobility.com with your order number, product model, and return reason.
2. Send Evidence: For damaged, defective, or incorrect items, please share clear photos, videos, packaging photos, and serial information if available.
3. Get Instructions: We will review your request and confirm eligibility, return address, return method, return shipping responsibility, and next steps.
4. Send the Item Back: Send the item back only after receiving our return approval and follow the confirmed return instructions.
5. Receive Refund: After the returned item is received and inspected, the approved refund will be processed to the original payment method.

Customer Support

If you have any questions about returns, refunds, cancellations, damaged items, or warranty support, please contact us with your order number:

Email: support@kukirinmobility.com

Phone: +852 64888494

Live Chat: Available on this website, usually at the bottom-right corner of the page.

Response Time: We usually reply within 24 hours on business days.

Business Information

Store Name: KuKirin Mobility

Website: kukirinmobility.com

Operated By: HONGKONG XINGHAIFANZHOU LIMITED

Business Address:
Unit 127, Room 701, 7/F, Tower B
New Mandarin Plaza
No. 14 Science Museum Road
Tsim Sha Tsui, Kowloon
Hong Kong

Important Notes

• This policy applies only to purchases made directly from KuKirin Mobility.
• For marketplace or third-party purchases, please contact the original seller first.
• Returns must be reviewed and approved by our support team before being sent back.
• Please do not return products to our business registration address unless our support team confirms it for your return.
• The return warehouse address and return instructions may vary depending on your order, product condition, warehouse arrangement, and return reason.
• If delivery or return failure is caused by incorrect customer information, refusal, failure to collect, wrong return address, or failure to follow confirmed instructions, additional shipping or return costs may apply.
• Your legal consumer rights are not affected.