Return and Refund
Return & Refund Policy
1) Introduction
This Return & Refund Policy applies to purchases made on kugookirin.ae. It is designed to align with the UAE Consumer Protection Law (Federal Law No. 15 of 2020 and relevant executive regulations). By purchasing from our website, you agree to the terms below.
2) Eligibility for Return or Exchange
- Return request submitted within 7 calendar days of delivery.
- Product is unused, undamaged, and in original packaging with all accessories/manuals intact.
- Valid proof of purchase (invoice or order number) is provided.
- Item was purchased directly from kugookirin.ae (authorized channel).
Used or assembled items are not eligible for change-of-mind returns.
3) Non-Returnable / Non-Refundable Items
- Opened/used scooters, e-bikes, or batteries (unless a factory defect is verified).
- Consumables: tires, inner tubes, brake pads, cables, bulbs/lights, displays, grips.
- Damage from misuse, accidents, improper maintenance, water ingress, overloading, or off-road use (if not intended).
- Items bought from unauthorized sellers or fitted with non-genuine parts.
4) Defective or Damaged on Arrival
If your item appears defective or damaged on arrival, contact us within 48 hours of delivery with photos/video.
Inspection & Remedies
- Bring or ship the product to our authorized service center for inspection.
- If a manufacturing defect is confirmed, we will provide a free repair or a replacement.
- If repair and replacement are not possible, we will process a refund via the original payment method.
- If the issue is not a manufacturing defect (e.g., puncture/impact), a paid repair will be offered with a transparent quotation.
5) Return Procedure
| Step | What to do |
|---|---|
| 1 | Contact After-Sales via WhatsApp or email within the return period with order number and reason. |
| 2 | Provide photo/video evidence (if damaged/defective). |
| 3 | Bring/ship the product to our service center for inspection. |
| 4 | Upon approval, we will process a replacement or refund within 7 working days. |
For non-defective returns (eligible unused items), customer bears delivery/courier costs.
6) Refund Conditions & Timelines
- Refunds issued only for eligible unused returns or verified factory defects where replacement is not possible.
- Refunds reflect within 7–14 working days depending on bank/payment provider.
- Completed services (delivery, installation, custom work) are non-refundable.
7) Order Cancellation
- Orders can be cancelled before shipment. Contact us promptly.
- If dispatched, you may refuse delivery; applicable delivery fees will be deducted from any refund.
8) Warranty vs Return
The factory warranty on products sold through our website covers Motor and Battery for 12 months only. For details, please see our Warranty Disclaimer. Returns are limited to unused products within 7 days or confirmed factory defects following inspection.
9) Contact
Authorized Service Center: Deira Banyas, Dubai.
Email: sales@kugookirin.ae
Phone: +971 56 71 67 994
Website: kugookirin.ae
10) Governing Law
This policy is governed by the laws of the United Arab Emirates. Disputes will be handled by the competent UAE consumer authority or courts in accordance with applicable legislation.