Last Updated: September 2026

At kukirinescootereu.com, we aim to provide clear and practical return procedures while protecting the interests of both customers and our business.

This Return & Refund Policy applies to purchases made through our website.

Nothing in this policy is intended to exclude or restrict any mandatory consumer rights that cannot legally be excluded under applicable law.

1. Order Cancellation

1.1 Cancellation Before Shipment

Customers may request cancellation of an order before the order has been processed for shipment.

Please contact:

service@kukirinescootereu.com

as soon as possible after placing your order.

Cancellation requests are not automatically guaranteed. We will make reasonable efforts to stop the order before fulfillment or shipment.

If the order has not yet entered the fulfillment process, we will normally cancel the order and refund the payment to the original payment method.

1.2 Orders Already Processed or Shipped

Once an order has entered fulfillment or has been shipped, we may no longer be able to cancel or modify the shipment.

In this situation, customers should not refuse delivery without first contacting our customer service team.

However, where applicable law provides a statutory right of withdrawal, the customer may exercise that right in accordance with Section 2 of this policy.

2. 14-Day Right of Withdrawal

For consumers who are legally entitled to a statutory right of withdrawal for distance purchases, the withdrawal period is 14 days from the date on which the customer or a third party designated by the customer receives the goods.

The customer does not need to provide a reason for exercising the statutory right of withdrawal.

To exercise this right, the customer must notify us of the decision to withdraw by an unequivocal statement, such as an email sent to:

service@kukirinescootereu.com

The customer should provide:

• Order number;
• Name;
• Product purchased;
• Date of delivery;
• Clear statement that the customer wishes to withdraw from the purchase.

3. Condition of Returned Electric Scooters

Electric scooters are high-value electrical and mechanical products.

Customers may inspect and test an electric scooter only to the extent reasonably necessary to establish its nature, characteristics and functioning.

3.1 Unused and Unridden Products

For a statutory withdrawal, the product should be returned in substantially the same condition in which it was received, subject to the customer's lawful right to inspect and test the product.

Where the product has not been ridden or materially used and is returned complete and in resalable condition, the refund will normally be processed in accordance with applicable law.

3.2 Products That Have Been Ridden or Materially Used

An electric scooter that has been ridden, operated outdoors, materially used, modified, damaged, or otherwise handled beyond what is reasonably necessary for inspection or testing may have diminished value.

In such circumstances, we may deduct the actual reduction in value caused by the customer's handling or use, to the extent permitted by applicable law.

Depending on the condition and extent of use, the reduction in value may be substantial and may be up to 50% of the original product price.

The assessment will take into account factors including, but not limited to:

• Mileage;
• Tire wear;
• Brake wear;
• Scratches or cosmetic damage;
• Damage to the frame or components;
• Battery usage or degradation;
• Signs of outdoor riding;
• Missing accessories;
• Missing original packaging;
• Modifications or alterations;
• Other evidence of use beyond reasonable inspection or testing.

The final deduction will be based on the actual condition and resulting loss in value of the returned product.

A fixed deduction will not be applied where the applicable law requires the assessment to be based on the actual diminished value.

4. Returns Due to Change of Mind

Customers exercising a statutory right of withdrawal may return an eligible product within the applicable 14-day withdrawal period.

However, the customer is responsible for taking reasonable care of the product during the withdrawal period.

If the product has been used beyond what is necessary to inspect or test it, we may deduct the resulting diminished value from the refund to the extent permitted by applicable law.

For electric scooters, customers should therefore not ride the scooter outdoors or use it as a normal vehicle if they intend to exercise the right of withdrawal.

Testing the scooter in a manner that goes beyond reasonable inspection may result in a reduction of the refund.

5. Return Shipping Costs

Unless applicable law requires otherwise, the customer is responsible for the direct cost of returning a product when exercising a statutory right of withdrawal, provided that the customer was properly informed of this responsibility before purchase.

Because electric scooters are large and heavy products, return transportation costs can be significantly higher than ordinary parcel shipping.

The applicable return shipping cost will depend on:

• Product size and weight;
• Pickup location;
• Destination warehouse;
• Carrier;
• Transportation method;
• Applicable oversized or special handling charges.

We will inform the customer of the applicable return procedure and estimated return transportation cost before the product is returned where reasonably possible.

Where the return is required because we supplied an incorrect product or because the product is defective/non-conforming and applicable law requires us to bear the return cost, we will bear the applicable cost.

6. Refused or Failed Delivery

Customers should not refuse delivery simply because they have changed their mind.

If a customer refuses delivery after the order has been shipped, the package may be returned to our warehouse by the carrier.

In such circumstances, we reserve the right, to the extent permitted by applicable law, to deduct the reasonable and documented costs actually incurred as a result of the refused delivery.

Such costs may include:

• Original shipping costs;
• Return-to-sender transportation costs;
• Carrier handling charges;
• Oversized freight charges;
• Customs or clearance costs, where applicable;
• Other reasonable and documented logistics costs directly resulting from the refusal.

We will not automatically charge a fixed €100–€400 fee where the actual cost is lower.

Any deduction will be based on the actual and reasonable costs incurred.

If the customer refuses delivery because the product is damaged, incorrect, defective, or otherwise non-conforming, the matter will be handled under the applicable statutory consumer rights rather than this section.

7. Incorrect Delivery Address

Customers are responsible for providing an accurate and complete delivery address.

If delivery fails because the customer provided an incorrect or incomplete address, the customer may be responsible for reasonable additional transportation or redelivery costs, to the extent permitted by applicable law.

If the parcel is returned to us because of an incorrect address, we may deduct the actual reasonable costs incurred before issuing any applicable refund.

8. Defective or Non-Conforming Products

A product that is defective or does not conform to the sales contract is handled separately from a voluntary change-of-mind return.

If you believe that your product has a defect or does not conform to the sales contract, please contact:

service@kukirinescootereu.com

Please provide:

• Order number;
• Product model;
• Description of the problem;
• Photos or videos where reasonably necessary;
• Relevant error messages or diagnostic information.

We may ask the customer to perform reasonable troubleshooting steps before arranging a return, repair or replacement.

9. Statutory Consumer Rights

Consumers in the European Union may have statutory rights relating to goods that are defective or do not conform to the sales contract.

These statutory rights apply independently of our commercial warranty.

Where applicable law provides a statutory conformity period, our commercial warranty does not reduce or replace those statutory rights.

Depending on the circumstances and applicable law, statutory remedies may include:

• Repair;
• Replacement;
• Proportionate price reduction;
• Termination of the contract and refund.

Where repair or replacement is legally appropriate, we may first offer the applicable remedy before a refund is provided.

10. 1-Year Commercial Warranty

kukirinescootereu.com provides a 1-Year Commercial Warranty for eligible products according to the terms of our Warranty Policy.

This commercial warranty is an additional contractual benefit.

The 1-Year Commercial Warranty does not replace or limit any mandatory statutory consumer rights that apply under applicable law.

The commercial warranty applies only to defects and conditions covered by the applicable Warranty Policy.

Damage caused by misuse, accidents, unauthorized modification, improper maintenance, normal wear and tear, or use contrary to the product instructions may not be covered by the commercial warranty.

For full details, please refer to our Warranty Policy.

11. Damage Caused by Customer Use

The following may affect eligibility for a voluntary return or result in a deduction for diminished value:

• Riding the scooter on public roads when the product is not intended or legally approved for such use;
• Off-road riding;
• Water damage;
• Accident damage;
• Collision damage;
• Unauthorized modifications;
• Disassembly beyond reasonable inspection;
• Modification of electrical components;
• Modification of the controller, battery or motor;
• Removal or alteration of serial numbers;
• Continued use after a known serious defect;
• Damage caused by improper storage or maintenance.

Where such conduct causes damage or diminished value, the customer may be responsible for the resulting loss to the extent permitted by applicable law.

12. Missing Accessories or Components

A returned product should include all accessories and components supplied with the original order.

This may include:

• Charger;
• Tools;
• Manuals;
• Keys;
• Display components;
• Accessories;
• Other items supplied with the product.

If items are missing from a voluntary return, we may deduct the reasonable replacement cost or resulting reduction in value to the extent permitted by applicable law.

13. Original Packaging

Customers should retain the original packaging until they are certain that they will keep the product.

Electric scooters require suitable packaging because of their size, weight and mechanical components.

If a customer returns a product without suitable protective packaging and the product is damaged during return transportation as a result, the resulting loss in value may be deducted from the refund to the extent permitted by applicable law.

Where the original packaging is no longer available, customers should use packaging that provides reasonable protection equivalent to the original packaging.

14. Return Authorization

Customers must contact customer service before returning a product.

Do not send a product to an address obtained from a previous order, third party, carrier or other source without receiving return instructions from us.

We will provide the applicable return address and shipping instructions after reviewing the request.

This procedure helps us identify the correct warehouse and avoid unnecessary transportation costs or delays.

15. Return Procedure

Step 1 — Contact Us

Email:

service@kukirinescootereu.com

Include your order number and the reason for the return.

Step 2 — Review

Our customer service team will review the request and determine the appropriate return procedure.

Step 3 — Return Instructions

If the return is approved, we will provide the applicable return address and shipping instructions.

Step 4 — Return the Product

The customer must return the product using the specified shipping method and provide tracking information where applicable.

Step 5 — Inspection

After receiving the product, we may inspect:

• Product condition;
• Serial number;
• Mileage;
• Accessories;
• Packaging;
• Signs of use;
• Damage;
• Missing components.

Step 6 — Refund or Other Remedy

After inspection, we will process the applicable refund or other remedy in accordance with the applicable return basis and applicable law.

16. Refund Processing

Where a refund is due, it will normally be issued to the original payment method.

For statutory withdrawal returns, any refund will be handled in accordance with applicable law.

Where permitted by law, we may withhold reimbursement until:

1. We have received the returned goods; or
2. The customer has supplied evidence that the goods have been sent back,

whichever occurs first.

Where a reduction in value or legally recoverable return costs apply, these may be deducted from the refund.

17. Returns of Accessories and Spare Parts

For accessories and spare parts, customers may have a statutory right of withdrawal where applicable.

Products must be returned in appropriate condition.

If an accessory has been used beyond what is reasonably necessary for inspection and this causes diminished value, the resulting reduction in value may be deducted to the extent permitted by law.

18. Important Limitation

Nothing in this Return & Refund Policy limits mandatory rights provided to consumers by applicable law.

If mandatory consumer protection laws provide rights that are more favorable to the customer than this policy, those mandatory rights will apply.

All other conditions of this Return & Refund Policy remain applicable to the fullest extent permitted by law.

19. Contact Us

For return, refund, cancellation, warranty or product issue inquiries:

Email: service@kukirinescootereu.com

Service Hours:Monday to Friday, 9:00 AM – 6:30 PM (UTC+8)

Please contact us before returning any product.

Return Address

The applicable return address will be provided by our customer service team after the return request has been reviewed.

Please do not send products to an old or previously used return address without authorization from our customer service team.