Return & Refund

We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get full refund. We cannot cancel the order if the product is already shipped out.

 

I. If for personal reason you do not want your item within 14 days of receiving it, you need to contact us for a return and refund. Kindly note that in such cases the return shipping fee is the customer's responsibility and is non-refundable. Items MUST be returned in their original packaging, unassembled in order to qualify for a product refund.

II. How to Return an Item.

  • Step 1：Contact us via message or send an email to support@gkogoo.com.
  • Step 2: After the order return be confirmed, you will receive an email with label. Print and state it outside the box.(please cover the original label).
  • Step 3: Waiting for courier picker to pick up the package.
  • Step 4: After the warehouse receive and check the package,Your refund will be returned through the original payment method within 2-5 business days.

Before shipping out the product, please write a note what's the problem with the product on the carton, or you can write on paper and stick it to the carton, so that our engineers can quickly check about the issue and do improvements accordingly. ( No need if for personal issue. )

III. Return Instruction.

Items and accessories should be placed inside their original shipping box in order to prevent any damage that may occur during transportation.
The package should be shipped from your location within 7 days of receiving this email, otherwise, the return label will be expired.

Important: After you have shipped out the product, please write an email to inform us, so that we can track on your package without delay.

IV. Receive Refund.

Once our warehouse has received the returned product(s) and checked to confirm it meets our return conditions, the refund will be credited back to the original payment method within 1-2 days (the processing time depends on your payment method and bank). The original shipping fee & return shipping fee will not be refunded.

V. Accepted Return.


Return accepted if the item is defective, damaged upon receiving or missing items, wrong items, or incorrect packages sent. We will afford all the cost it caused like shipping fee, returning shipping fee and re-stock fee. We will deduct the shipping fee of $200-$250/pc when we are making a refund.For example, if your KUGOO V5 order value $1599， you will receive 1599-250=$1349.


Items not Eligible for Return:

  • Non-defective used or installed items
  • Items with unauthorized maintaining
  • Products from Unauthorized Resellers
  • The damage is caused by human
  • Special or custom orders 
  • Sale items or free items
  • Items with visible wear and tear

 

Returns and Compensation Process:

1. PayPal refunds may take up to 48 hours to process and appear in your account.
2. Credit card refunds will take between 7-14 business days to appear in your account. This delay depends entirely on your credit card company and any intermediaries.


Return Shipping Charges 
We'll pay for the return shipping due to an error by the manufacturer or our site(defective or damage products, missing accessories etc.)

E-bike & E-scooter Safety.


Please read carefully before proceeding with your purchase.

1. gkugoo's e-bike is not to be operated by anyone under the age of 16. Children under the age of 16 may lack the necessary judgment and skill to safely operate the e-bike, potentially resulting in damage to the e-bike, damage to other property, serious injury, and/or death. You assume the responsibility to ensure the age of the operator is at least 16 years old and comply with your local laws and regulations regarding operator age and other qualifications.

2. Riding any bike, e-bike, e-scooter, or similar vehicle without a helmet puts you at a very high risk of serious head injury or death. Always wear a properly fitted helmet that covers the foreheads. Many locations require specific safety devices. You assume full responsibility to familiarize yourself and ensure the operator and any passengers adhere to applicable helmet and safety laws or regulations where you ride.


3. Any bike, e-bike, e-scooter, or similar vehicle is subject to wear and tear, and certain components and fasteners can stretch or loosen with the vibrations and stress of normal operation. You must check your e-bike/e-scooter before each ride and according to the other checklist contained in your e-bike/e-scooter’s owner’s manual. Failure to do so could result in property damage, serious injury, or death. You assume full responsibility to perform a pre-ride safety check on the e-bike/e-scooter before each ride.

4. Riding any bike, e-bike, e-scooter, or similar vehicle involve certain risks, including but not limited to the risk of serious injury or death. You assume full responsibility for the risks involved in your use of the e-bike, e-scooter, or related merchandise and related activities.

5. Incorrect assembly, maintenance, or use of your e-bike/e-scooter can cause component or performance failure, or loss of control. Serious injury, or death. You must read and understand the entire owner’s manual that came with your e-bike/e-scooter and any documentation provided for subassembly or accessories before riding. Unless your e-bike/e-scooter was assembled by gkugoo’s retail or service team, you assume full responsibility for the proper maintenance and the proper assembly and/or reassembly of your e-bike/e-scooter.

6. Using a damaged battery or charger can damage additional components or create a fire hazard. Stop using your battery and charger and contact gkugoo if any of the following occur:

(1) your charger's flexible power cord or output cable or any of the electrical cables on your e-bike/e-scooter is frayed, has broken insulation, or any other signs of damage;

(2) your battery or charger is physically damaged, non-functional, or performing abnormally;

(3) your battery or charger experienced a significant impact from a fall, crash, or shipping damage, with or without obvious signs of damage;

(4) your battery was submerged in liquid or had extensive water exposure or damage;

(5) your charger becomes too hot to touch (it’s designed to get warm with normal use), make an unusual smell, makes a popping sound, or shows other structures and, as soon as possible, recycle or otherwise dispose of it according to local rules.

You agree to RELEASE AND HOLD HARMLESS gkugoo from all liabilities, causes or actions, claims, and demands that arise in any way from any injury, death, loss, or harm that you sustain or that any other person or any property sustained as a result of your use of the e-bike/e-scooter. This RELEASE includes but is not limited to claims based on negligence, or defects in the design, manufacture, maintenance, assembly, or inspection of the e-bike/e-scooter.

Components and Accessorie.

Component and accessory are not available for return and refund for personal reason.

 

Late or missing refunds (if applicable)

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 support@gkugoo.com.

Please contact our Customer service at Email address matching the domain name to get the returned address.

【Note: According to bank regulations, the minimum time period allowed for consumer refunds is 14 days after receipt.】