Return & Refund

 

Order cancellation and full refund are only accepted before the shipment or production. Cancellation is not accepted if the product has been already shipped. 

 

I.  Return Policy

You has the right to return product within 14 days after receiving it from any personal reason. Items MUST be returned in original packaging and unassembled in order to be granted a refund. Shipping costs incurred during the return are borne by the customer and are non-refundable.

 

II.  How to Return an Item

 

Step 1：Contact as at support@kogooride.com.

 

Step 2: After accepting your return application, we will send you the shipping label to your inbox. Print it and stick it on the original shipping label.

 

Step 3: Courier will pick up the parcel from you.

 

Step 4: Refund will be processed only after the parcel reach our warehouse and confirm the condition of the returned products. The refund will be issued to the card used for the payment within 2–5 business days.

 

In case of any product defect please leave a note with the description by sticking it to the parcel, so that our engineers can immidiately handle this matter and carry out improvements accordingly.

In case product was returned for a personal reason you do not have to leave any note.

 

III. Return Instruction

 

All the items and accessories should be placed inside original box in order to prevent any damage that may occur during shipping.

Parcel should be shipped within 7 days after receiving email, otherwise the shipping label will expire.

 

Note: After shipping the parcel please inform us through email so we can track the package in real time.

 

IV.  Refund Process

Once our warehouse receive returned product(s) and confirm conditions meet our refund standards, the refund will be issued to the card used for the payment within 1–2 days (the time can differ depends on payment method and bank). Both, original and return, shipping fees are non-refundable.

 

V.  Return Acceptance Policy

 

Return is accepted only if (A) received product(s) had a defect; (B) received product(s) has been damaged during shipping; (C) items are missing; (D) received product(s) differ from the product(s) that have been ordered.

All the fees incurred upon returning of the product, such as shipping fee, returning shipping fee and re-stock fee will be covered by KUGOO. In case the product was returned from any personal reasons you will be charged 250 EUR re-stocking fee based on the price of the product you purchased.

 

Items not Eligible for Refund:

● non-defective used or installed items;

● products which underwent unathorized changes;

● products from unauthorized resellers;

● damaged items;

● customized orders;

● promotional products or products received for free;

● products that have visible signs of use.

 

VI.  Return and Compensation Process

 

1. PayPal refunds may take up to 48 hours to process before appearing in your account.

2. Credit card refunds will take between 7-14 business days to appear in your account. The time can vary depends on your bank or the card issuer.

 

VII. Return Shipping Fees

 

KUGOO will cover the return shipping fee in case an error occured on our or manufacturer side (such as defective or damaged products, missing accessories etc.).

 

VIII. Personal Mobility Devices Safety Precautions

 

PLEASE READ CAREFULLY BELOW POINTS BEFORE PROCEEDING WITH YOUR PURCHASE.

 

1.  KUGOO's personal mobility devices are intented only for users over the age 16 and should not be operated by children. Children may lack the necessary judgment and skill to safely operate such devices, potentially resulting in damage of the product, other people's property, serious injury and/or even death. By bying our products you ensure the final user is over the age of 16 and comply with local laws and regulations.

2.  User should take all necessary safety precautions before using any personal mobility devices and comply with local laws and safery regulations. To prevent any head injury and consequences that may be caused by such injuries user have to wear safety helmet when using personal mobility devices.

3.  Electric bicycles, electric scooters, and other personal mobility devices will gradually loss functions or efficiency, and product components may stretch and loosen due to vibrations caused by normal use. It is recommended to check your personal mobility device according to the enclosed manual before every ride. Failure to do so could result in property damage, serious injury, and/or even death. Responsibility for checking the safety status of the device is solely on the user side.

4.  Riding electric bicycle, electric scooter, or any personal mobility device involve certain risks, including but not limited to the risk of serious injury and/or death. User assume full responsibility to the risks involved in the use of personal mobility device, related merchandise and/or participated activities.

5.  Incorrect assembly, maintenance, or use of your personal mobility device can cause component or performance failure, loss of control, serious injury, and/or death. User have to read and comprehend enclosed manual, and any documentation that have been provided with the product, before riding. You must read and understand the manual provided with your personal mobility device and any documentation provided for subassembly or accessories before riding. Unless your personal mobility device was assembled by KUGOO's retail or service team, you assume full responsibility for the proper maintenance and the proper assembly and/or reassembly of the purchased product.

6.  Using a damaged battery or charger can damage additional components or create a fire hazard. Stop using your battery and charger and contact KUGOO if any of the following occur: (A) your charger's flexible power cord or output cable or any of the electrical cables in your personal mobility device is frayed, has broken insulation, or any other signs of damage; (B) your battery or charger is physically damaged, non-functional, or performing abnormally; (C) your battery or charger experienced a significant impact from a fall, crash, or shipping damage, with or without obvious signs of damage; (D) your battery was submerged in liquid or had extensive water exposure or damage.

7.  If your charger is overheating, makes unusual smell or popping sound, or shows other structures you should, as soon as possible, recycle or dispose it according to local rules.

8.  To ensure safety and extend the device's lifespan, we recommend using the original charger provided with the product rather than third-party chargers. Please ensure you use officially certified cables to guarantee the safety of the product.

 

IX.  Liability

 

KUGOO is not responsible for any injury, death, loss, or harm that arise from improper use of personal mobility device. You bear all the risks from using KUGOO products and release the company from all liabilities, causes or actions, and demands that arise in any way from injury as a result of your use of the product. This release includes but is not limited to claims based on negligence, or defects in the design, manufacture, maintenance, assembly, or inspection of the product.

 

X.  Components and Accessories

Components and accessories are not eligible for return or refund from personal reasons.

 

XI.  Late or missing refunds (if applicable)

In case you have not received refund yet, please check your bank account before taking any further steps. The time can vary depends on your bank or the card issuer. Please contact your bank or card issuer first to confirm the status. In case the refund take more then 14 business days please contact us at support@kugooride.com.

 

XII. OTHER

Return address

We provide our address for return only after contacting our Customer Service at support@kugooride.com.

Refund time

According to bank or card issuer regulations, the minimum timeframe for refund is 14 days from the date of receiving receipt.