Return & Refund Policy

We value your satisfaction and aim to make returns, cancellations, and refunds as simple and transparent as possible. Please review the following terms carefully before submitting a request.

1. Order Changes & Cancellations (Before Shipment)

1.1 How to Request
If you need to cancel or modify your order, please email us at support@kugooescooter.com within 12 hours of placing your order.

1.2 Processing Time
Our support team will confirm your request within 1–2 business days.

1.3 Refunds
If approved, your refund will be returned to your original payment method within 3–5 business days.

1.4 Important Notice
Once your order has been dispatched, it can no longer be canceled or changed.

2. Return Eligibility (After Delivery)

Products purchased through kugooescooter.com are eligible for return under the conditions below:

Defective Products (Within 7 Days of Delivery)

  • Eligibility: If the product shows a manufacturing defect within 7 calendar days of delivery.

  • How to Apply: Contact - support@kugooescooter.com with your order number, plus photos or videos of the issue.

  • Response: Our team will respond within 2 business days.

  • Instructions: Items must be returned in their original packaging with all included accessories and manuals.

  • Cost: You will have to cover all return shipping fees.

Incorrect Product Delivered

  • Notify us within 3 calendar days of receipt.

  • Return shipping costs will be fully covered by us.

Change of Mind / Unwanted Product

  • Generally, we do not accept returns for non-quality reasons.

  • If accepted:

    • Item must be unopened and in its original condition.

    • Request must be submitted within 3 calendar days of delivery.

    • Return shipping costs (100–400 EUR) are the customer’s responsibility.

    • Contact Customer Service before returning the item.

Used or Damaged Products

  • Items that have been used and show damage are not eligible for return.

  • Only repair or service options are available.

Delivery or Logistics Issues

  • If delivery fails due to courier error, we will resend or refund at no cost to you.

  • If the address was entered incorrectly by the customer, reshipping fees must be paid by the customer.

  • If the customer refuses delivery, both the outbound and return shipping fees (100–400 EUR) will be deducted from the refund.

Incorrect Accessories Ordered

  • Customers are responsible for return shipping costs on incorrectly ordered accessories.

  • Refunds will be issued minus the original shipping fee.

Return Procedure

Submit a Request
Email: support@kugooescooter.com with your order number and reason for return.

Approval
Our team will review eligibility and provide instructions and the return address within 2 business days.

Shipping the Item
Send the product within 3 calendar days of approval. Use the original packaging and include all manuals and accessories.

Provide Tracking Details
Share the tracking number, courier name, and shipping label with us for verification.

Inspection & Refund

  • Once the returned product is inspected and serial number verified, you’ll be notified of approval or rejection within 3 business days.

  • If approved, your refund will be processed to the original payment method within 3–5 business days.

Additional Information

Packaging Responsibility
Customers must ensure proper packaging to prevent damage in transit. Returns that arrive damaged due to poor packaging may result in partial refunds or rejection.

Contact Us

For any inquiries regarding returns, cancellations, or refunds:

Email: support@kugooescooter.com
Monday – Friday, 9:00 AM – 6:00 PM (UTC +2)

Thank you for your cooperation and understanding.