KUGOO spares no efforts to serve our customers. If you are not satisfied with the purchase, we will be happy to help you. The following will list the procedures and conditions for return and refund, as well as all relevant information you should know:

Please kindly contact us if you want to change or cancel your order before the order has been processed (typically within 12 hours). Your order could be modified or refunded before we ship out the item. The refund will be processed after our staff has confirmed the situation with you.

• Return
  Conditions for items that are eligible for return are:
  The scooters that have gone faulty due to defects in materials/workmanship within 7 days from the date of delivery.

If there are any manufacturing defects when the board is fresh out of the package (not common), we are responsible for troubleshooting, and offering free repair services or sending replacement parts to fix issues, not including issues caused by any personal behaviors. For more details, check our WARRANTY POLICY.

If you want to return the product, contact us at service@kugooscooter.uk to initiate the return request and obtain authorization for return. Send the product back to us in the original packaging.

• Refunds
  Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
  
  · We do not accept returns for "change of mind".
  Returns and Refunds can take up to 1-4 weeks but typically are resolved much sooner. Once we receive your items, we will notify you if your request has been approved or denied.
  If you are approved for a refund, your refund will then be processed through your original payment method within 5-10 workdays.

Late or missing refunds
If you haven't received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you've done all of this and you still have not received your refund yet, please contact us at service@kugooscooter.uk.

Shipping instructions:
Repack merchandise securely in the original packing box.
Please include all original packaging including labels.
We must receive your return merchandise within 12 weeks from the return & refund approval date.
If we have not received your return by this time, your return & refund approval will be voided.

Return shipping address:
No. 1007, ChuangHui Building, Bantian Street, LongGang District, Shenzhen, Guangdong Province, China

Return Shipping cost
You will be responsible for paying for your own shipping costs for returning your item.
Shipping costs charged by your purchase are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. You may choose any carrier (DPD, FedEx, DHL, etc.), but we do require a method that supplies a tracking number.

We always do our best to take care of customers and deal with you fairly; we ask that you, our Customers, treat us fairly as well. From time to time we may not accept a return.
Please allow 2-3 business days for us to process your return or refund. If you are due a refund, please allow 1-2 business days for processing.
For further instructions, feel free to reach out at:
Email: service@kugooscooter.uk (Recommend)
Phone: +86 186 8979 3673 (Answerable time: UTC/GMT+08:00 Mon-Fri 9am-6pm)