Refund policy
Last updated: 8 September 2026
At kukirinmobility.com, an online store dedicated to KUKIRIN electric scooters for supported European markets, we aim to provide a clear, practical and transparent return and refund process.
If you wish to request a return, exchange or refund after placing an order, please review the terms below.
Quick Summary
- Change-of-mind return period: 14 calendar days from the date you receive the product.
- Defective or non-conforming products: handled separately under applicable statutory rights and our Warranty Policy and are not limited by the 14-day change-of-mind period.
- Restocking fee: No administration fee or restocking fee.
- How to start: Contact us through our Contact Us page or email support@kukirinmobility.com.
- Return shipping: We cover eligible return costs when the return is caused by our error or a confirmed product defect. For a change-of-mind return, the customer is responsible for the direct return cost unless applicable law requires otherwise.
- Return centre: Authorized returns for supported European orders are handled through our EU logistics network.
1. Scope
This policy applies only to products purchased directly from:
kukirinmobility.com
This website is operated by KUKIRIN GLOBAL LIMITED. Proof of purchase or a valid order number may be required to process a return, exchange or refund request.
2. Return and Exchange Conditions
For change-of-mind returns, you may request a return within 14 calendar days after receiving the product, subject to the conditions in this policy and any mandatory rights available under applicable law.
If a product is damaged, defective, incomplete, incorrect or otherwise not in conformity with the order, please contact us as soon as reasonably possible. Such claims are handled in accordance with our Warranty Policy and any applicable statutory consumer rights and are not limited by the 14-day change-of-mind return period.
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 all supplied accessories, chargers, keys, manuals, tools and other original items where reasonably applicable. Original packaging should be used where reasonably possible.
For change-of-mind returns, extended use, significant mileage or clear signs of outdoor use may result in a lawful reduction of the refund amount corresponding to the actual diminished value of the product.
3. Return Shipping Costs
Customer responsibility: If the return is for personal reasons, including a change of mind, accidental order or incorrectly selected model, the customer is responsible for the direct return shipping cost unless applicable law requires otherwise.
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.
Because electric scooters are large and heavy products containing lithium batteries, please do not arrange or send a return shipment before receiving instructions from our customer support team.
4. EU Return Address
Authorized returns for supported European orders are handled through our EU logistics centre:
BLC POLAND
ul. Łubińska 14, Ramp No. 38
05-532 Łubna
Poland
Important: This is a European logistics return address. Before sending any product, you must contact our customer support team to obtain return authorization and the specific return instructions applicable to your order.
Do not send a scooter, battery, charger, accessory or spare part to this address without prior confirmation from our support team.
The registered office of KUKIRIN GLOBAL LIMITED in Hong Kong is a corporate registration address and is not a return address. Returns must only be sent to the return location confirmed by our customer support team.
5. Situations Where a Return May Be Refused or Reduced
For change-of-mind returns and other returns not based on mandatory statutory rights, a return or refund may be refused or reduced where permitted by applicable law, including where:
- the product has been damaged through misuse, accident or unauthorized 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 any mandatory statutory rights where a product is defective, damaged, incorrect, non-conforming or otherwise protected by applicable consumer law.
6. Advertised Range and Battery Performance
Advertised range figures are measured under controlled test conditions and may be based on conditions such as:
Rider weight: approximately 60 kg
Temperature: approximately 25°C
Average speed: approximately 20 km/h
Road conditions: flat, suitable riding surface
Actual riding range may vary significantly 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 the 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 support team will provide appropriate assistance in accordance with our Warranty Policy and applicable consumer law.
7. How to Request a Return
To help us process your request efficiently, please follow these steps:
- Send your request: Contact us through our Contact Us page or email support@kukirinmobility.com.
- Provide the necessary information: Include your order number, the product concerned and the reason for your request.
- Provide supporting evidence: For damaged, defective, incomplete or incorrect products, include clear photographs or a short video showing the product, packaging and shipping label where relevant.
- Receive authorization and instructions: Our team will confirm the return procedure, packaging requirements and, where necessary, carrier information.
- Pack the product carefully: Place the product, accessories, charger, keys, manuals and other supplied items in suitable shipping packaging.
- Send the product: After receiving our instructions, send the product to the confirmed return centre 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 the returned goods have been received or until you provide evidence that the goods have been sent back, whichever occurs first.
After the returned product is received and inspected, the refund is normally processed by us within 5–7 business days, subject always to any shorter period required by applicable law.
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, the original standard delivery charge will also be refunded. Additional costs resulting from selecting a delivery method more expensive than our standard delivery option are not refundable unless required by law.
Where kukirinmobility.com provided free standard delivery, there is no original standard delivery charge to deduct from the refund.
For a change-of-mind return, the direct cost of returning the product remains the customer's responsibility unless applicable law requires otherwise.
Product Inspection
We do not charge an administration fee or restocking fee.
For change-of-mind returns, 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 where permitted by applicable law.
This may include, where relevant:
- 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 and will not limit mandatory statutory rights relating to defective or non-conforming goods.
Refund Method
Refunds will 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 service provider may require an additional 3–5 business days or longer to display the funds 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 and applicable law:
- technical assistance;
- replacement parts;
- repair;
- product replacement;
- price reduction;
- partial refund; or
- full refund.
Where the issue is our responsibility, eligible return shipping costs will be covered or arranged by our customer support team.
Nothing in this section limits any mandatory statutory remedy available under applicable consumer law.
9. Order Cancellation
Before shipment: If the order has not been dispatched, you may request cancellation as soon as possible.
We will make reasonable efforts to cancel the order before dispatch, but cancellation cannot be guaranteed once warehouse processing, packing or dispatch has begun.
If the order can still be cancelled, the payment will be refunded in full 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 unless applicable law requires otherwise.
Nothing in this section limits any mandatory cancellation or withdrawal rights available under applicable consumer law.
10. Purchases from Other Sellers
This policy applies only to products purchased directly from kukirinmobility.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
KUKIRIN GLOBAL LIMITED
For questions about returns, exchanges or refunds, contact our team:
Email:
support@kukirinmobility.com
Phone:
+86 173 3529 3333
Customer service hours:
Monday–Friday, 09:00–18:00 CET/CEST
For information about the website operator and complete legal business details, please see our Legal Notice.
Nothing in this policy excludes or limits mandatory consumer rights available under applicable law.