Refunds & Returns
If you would like to return your product for a refund, please review the return policy below to ensure all conditions are met. If you discover what you believe is a product defect, please refer to the Limited Warranty Policy and follow its procedures.
Products purchased from kugooescooters.com can only be returned in one of the following cases:
Unopened items in original condition at the time of delivery or pickup (customer is responsible for returning or taking the item back to the store), must request a return within 7 days of delivery/pickup, you will be responsible for the return shipping of the item, thank you Understand support.
If the return or exchange is due to a product problem (eg: incorrect product, product quality problem), we will provide you with a full refund;
If the return is due to buyer reasons (example: didn't like/want the item, ordered wrong product/size, rejected item), buyer should pay original shipping, return shipping and/or refurbishment (if required) 160-230 EUR (varies by model and shipping).
The item shipped is wrong/doesn't match what is shown on the website. Returns must be requested within 7 days of delivery/pickup.
Opened, defect-free item, showing no signs of damage or use. Must be requested within 7 days of delivery/pickup. (The customer is responsible for returning or bringing the item back to the store).
All product returns require our approval.
You need to provide the following information:
Reason for requesting return
your order number
Model number, tracking number and order number of the returned product (any returns must match the serial number of the original sale and will also be verified upon receipt of the returned product)
No Returns on Parts:
All sales are final on parts (including batteries) regardless of whether the merchandise has been opened.
Damages and issues:
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
You will be responsible for all shipping costs and must bear any risk of loss or damage of the product in transit to us. Because the product contains a lithium-ion battery, it must be shipped in accordance with applicable regulations. Please notify the battery carrier prior to shipment. We recommend using a traceable shipping service and purchasing shipping insurance. In most cases, we can also provide you with a return label and deduct the fee from your final refund.
Once your returned product has been received and inspected and its serial number verified, we will notify you to approve or deny your refund. If the return is approved, we will refund the original payment method. You should receive your refund within 2-7 business days. Returns are subject to the above restocking fee and return shipping fee.
Note: Due to the new policy issued by Paypal, if you want to cancel the purchase, the processing fee is 5% of the total order value.
We always do our best to take care of our customers and treat you fairly; we ask that you, our customers, treat us fairly as well. Sometimes we may not accept returns.
To initiate a return, please contact us at firstname.lastname@example.org with your order number and your specific circumstances.
Note: Accessories do not accept refunds (except for logistics reasons and product quality)