🚚 Return & Cancellation Policy – Electric Scooters & Bikes
At KUGOO AE, we understand that unexpected situations may arise. We aim to support you through order changes, returns, or cancellations while ensuring transparency and quality.
We strongly encourage customers to contact our customer support team before purchase for product information, guidelines, and test drives, to make informed decisions and minimize the need for returns.
✅ Return Eligibility
To qualify for a return:
- The product must be unused, unassembled, and in brand-new condition
- You must ship the item back within 2 days of receiving it
- The item must be returned in its original packaging, including:
- Outer box
- Manuals
- Accessories
- A valid proof of purchase (invoice or receipt) is required
🚫 Returns Will Not Be Accepted If:
- The product has been used, assembled, or ridden
- The return request is made after 2 days of delivery
- The original packaging or accessories are missing or damaged
- The item was sold as final sale, clearance, or as part of a garage sale
🛠 Damaged Scooters During Return
If a returned scooter is improperly packaged and arrives damaged, the item will:
- Be ineligible for return or refund
- Incur repair costs and return shipping charges, to be paid by the customer
We strongly recommend secure and protective packaging and using trackable shipping when sending your return.
💳 Return Shipping & Refunds
- Customers are responsible for all return shipping costs
- Original delivery charges are non-refundable
- If the return is approved, a refund will be issued to your original payment method
(minus any applicable shipping or restocking fees, if applicable)
🔁 Order Cancellations
If you need to cancel your order:
- You must request cancellation on the same day the order is placed
- Once the order is processed or shipped, it is treated as a return and subject to the above return policy
- We will make every effort to stop the shipment, but cannot guarantee it can be intercepted in time
- If cancellation is successful before dispatch: No return shipping fee will be charged
- If shipment cannot be stopped: The order will follow our standard return process
📞 How to Initiate a Return or Cancellation
To begin a return or cancellation request:
- Contact our support team
- Include your order number and reason for the return/cancellation
- Our team will confirm your eligibility and provide instructions
