Free UK Shipping | Warranties | UK Customer Service | 0% Finance Available

12 Months European Warranty

KUGOO Product & Parts Warranty Scope and Duration

 

ALL WARRANTY SCOPE IS NOT COVERED UNDER ACCIDENTAL DAMAGE.

Product Type Accessories Warranty Time Guarantee Description
Fuselage structure Frame 12 Months Natural cracking, de-soldering and breakage can be replaced free of charge, and for any accidental damage, an additional fee will be required
Folded components 12 Months Replaceable if its non-functional
Handlebar 12 Months Replaceable if its non-functional
Folding stem 12 Months It is not covered under accidental damage
Disc brakes 12 Months It is not covered under accidental damage
Front Fork 12 Months Natural cracking, de-soldering and breakage can be replaced for free
Front Fork 12 Months Natural cracking, de-soldering and breakage can be replaced for free
Accelerator 12 Months Replaceable if its non-functional
Brake Device 12 Months Replaceable if its non-functional
Electronic Accessories Battery 6 Months Battery can be replaced while there are more than 50% attenuation. (It is not applicable for any accidental or water damage)
Controller 12 Months Replaced only in Dysfunction condition (It is not applicable for any accidental or water damage)
Displaying Meter 12 Months Replaced only in Dysfunction condition (It is not applicable for any accidental or water damage)
Motor 12 Months Replaced only in Dysfunction condition (It is not applicable for any accidental or water damage)
Charger 6 Months Replaced only in Dysfunction condition (It is not applicable for any accidental or water damage)
Remote Controller 12 Months Replaceable if its non-functional
Front Light 12 Months Replaceable if its non-functional
Rear Light 12 Months Replaced only in Dysfunction condition
Wearing parts Handlebar Grip 14 Days Warranty valid for 14 days
Saddle 14 Days Warranty valid for 14 days (It is not applicable for any accidental or water damage)
Wheels 14 Days Warranty valid for 30 days (It is not applicable for any accidental or water damage)
Foot Pad 14 Days Warranty valid for 14 days
Bumper Strip 14 Days Warranty valid for 14 days
Battery Hatch Cover 12 Months Replaced only in Dysfunction condition (It is not applicable for any accidental)
Other Accessories 14 Days Warranty valid for 14 days
Front and Rear Hubs 12 Months New replacement, valid for 90 days (It is not applicable for any accidental or water damage)

B.Special after-sales problem description

1. Product Appearance Problems

Painted surfaces and scratches should be confirmed at the time of signing. The logistics company will not be responsible after acknowledgement receipt has been signed.

Free repair service can be considered depending on the severity of the scratch if reported within 14 days of the purchase.

2. Human Factors

Product collision, unauthorized modification, electronic device water ingress, overloaded use, commercial leasing, etc., is deemed to be damaged by human factors and is not covered by the warranty.

3.Product Specification Updates

KUGOO products will be continuously updated and while the it updates without affecting the main function:
A Due to product upgrades, parameter changes will no longer be notified to customers.
B After upgrading the product, the customer will be deemed to have confirmed 14 days after signing.

4. Unauthorized Disassembly

A. Disassembly of batteries, controllers, motors, etc. is prohibited, and private disassembly and modification will not be guaranteed.
B Special circumstances require the manufacturer's consent.

5. Customer Returns And Exchanges

A accepts the return of new products within 14 days, and the second-hand products must be deducted the corresponding damage fee within 14 days for return.
B Special circumstances: return within 14 days / return due to man-made damage

6. Product Mileage

A During the product test, our tester used 55kg weight, traveled straight on the flat road at a constant speed, and braked less than 3 times to make the battery discharge uniformly and obtain the corresponding test parameters.
B Due to different usage conditions such as load, riding habits, speed, road conditions, temperature, etc., it is normal for the cruising range to deviate.
C For the cruising range during the warranty period, please refer to the warranty table and warranty description "Battery Regulations"

7. The Product of Giving Gifts

Gift items are not covered by warranty

8. Judgment and Controversy on Quality Issues

Customers who encounter product quality problems first need to provide effective pictures and videos based on customer service guidance.
For product quality disputes, customers need to send the product back to the manufacturer for testing, and ultimately the manufacturer's testing results or a third-party testing agency shall prevail. Non-quality problems, the round-trip freight is borne by the customer.

 

For exchanges, the processing time for the replacement will be between 5-10 business days, upon receiving your item back, and depending on stock availability.

For repairs, it will take between 15-30 business days depending on the item and the manufacturers stock of the spare parts.

 

Warranty Exemptions and Notes

1. Natural product degradation through wear and tear, along with breakage/damage during use,is solely the customer's responsibility and is not covered by our warranties.

2. If the customer has damaged/misused the item(s), the product's warranty is immediately rendered void. No compensation is available in such cases. However, customers are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.

The customer voids the warranty if they:

- Open the body in an attempt to fix the device
- Modify, remove, customize, or swap parts of the product
- Use the device in a way that it is not originally intended for
- Continue to use the item once a fault occurs and causes more damage
- Fails to contact us when the problem first occurs

3. All returns must first be authorised by the Green eScooters UK Support Team prior to return. Green eScooters UK  reserves the right to refuse any compensation. If the customer has returned the package without prior authorisation (RMA form), sends to the wrong address, returns an incorrect item, or submits an empty package, then again we reserve the right to refuse any compensation.

4. All returns will be inspected by our technical team upon arrival. If the returned item cannot be repaired, Green eScooters UK will offer an alternative solution.

Special Notes:

1. The shipping fee for returning the product back will be paid by the customer and is non-refundable except for in 7 day Dead On Arrival situations.

2. During the return shipping, the customer is responsible for any and all customs charges, duties or tariffs during the items return to our warehouse. In these cases, we will deduct the customs fees from your authorised refund amount.

3. Green eScooters UK will by default resend the item to the customer via Flat Rate Shipping. If the customer wants to utilize a faster shipping method, the relevant shipping fee is applicable.

4. In case of any misuse, any and all repairs, accessories and shipping fees, both ways, are fully the customer's responsibility and are at their own expense

 

Exceptions / non-returnable items 
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

We will offer parts replacement, technical support or repair if there were any faulty components, Green Electric Scooters UK will work with the manufacturer to rectify any quality issues should the above conditions apply.

 

Dead on Arrival (DOA)

Customers should contact our Customer Service Department within 7 days upon receipt of goods for DOA situation.

The outer packing is broken or out of shape.

- Immediately file a case upon the broken package to the courier company and get a confirmation in a form of a paper proof with stamp on it.

- Send us the pictures of the received items/package with detailed information describing the issue, along with the aforementioned paper proof and case number with which we can quickly confirm the case.
- After verifying all the required information, we will either provide a replacement or a full refund, depending upon your requirement.

 

The outer packing is in a good shape while the item is not working.
- Send us the pictures of the received items/package with detailed information describing the issue.
- After verifying all the required information, we will either provide a replacement or a full refund, depending upon your requirement.

Contact Phone Number: 07376257448
Contact Email: Sales@greenescooters.com

 

Loading...