Warranty Policy

Warranty Info

KUGOO provides a reliable warranty that is processed in the most hassle-free way possible. Please refer to the chart below for the warranty timelines of various products, as warranty periods differ according to models.

 

Each dealer is under contractual obligation to offer a warranty certificate. If your KUGOO product has a warranty related issue, you must retain the original purchase receipt, your Limited Warranty, and eligible warranty claims to verify your warranty eligibility.

 

KUGOO offers 12 Months warranty (6 months for the battery)  against defects in workmanship and/or materials from the date of purchase, we are responsible for troubleshooting, and offering free repair service or sending replacement parts to fix issues, not including issues caused by any personal behaviors, abuse, misuse, negligence, or accident (ie riding in wet conditions, dropping the board, etc.).

KUGOO offers the following solutions.

  1. We'll ship replacement parts by regular mail and walk you through with instructions.
  2. We’ll exchange the scooters that have gone faulty due to defects in materials/workmanship within 7 days from the date of delivery.
  3. We'll exchange the defective accessories with functionally equivalent ones which are equivalent to the original parts in performance and reliability.
  4. For customers from European Union countries, we provide repair and maintenance services if things cannot be diagnosed and repaired by phone or email.

KUGOO ensures free replacement of wear parts—such as inner tubes, tires, brake discs, pads, and fenders—covered by a 14-day warranty from the receipt date. 

 

After Sales Service - Europe Center

All repairs (labor fees) and parts will be chargeable if not covered under warranty (for example, in situations like e-scooter/e-bike failure due to water ingress or misuse). Customer will be liable for both the inward and return freight charges.

Where the scooter is not repairable or spare parts are not available we reserve the right to return the scooter back to your address until parts become available.

 

Process: 

● Buyer must provide sufficient proof of purchase. 

● KUGOO must document what happens when buyers troubleshoot the product.

● The defective item’s serial number and/or visible proof depicting the defect are required.

● It may be necessary to return an item for quality inspection.

● For defective items that KUGOO needs to have returned, warranties on those replacements are voided if the wrong item is returned to KUGOO or if the defective item is not returned. 

● You must include your defective Product within the original packaging or dealers’ approved packaging.

 

Valid proof of purchase: 

● Order number from online purchases made through KUGOO or KUGOO’s authorized resellers.

● Purchase receipt, your Limited Warranty, and eligible warranty claims.

● Dated sales receipt from an authorized KUGOO reseller that shows a description of the product along with its price.

 

Please note that more than one type of proof of purchase may be required to process a warranty claim (such as receipt of money transfer and confirmation of address item was originally shipped to).  

 

THE WARRANTY SHALL BE VOID AND ALL RIGHTS FROM IT SHALL BE LOST IN THE FOLLOWING SITUATIONS:

●The product hasn’t been commercialized by KUGOO or any of its authorized dealers. 

●The product was modified or repaired by unauthorized technicians or/and by using faulty, modified, or unoriginal equipment / accessories. 

●The product has suffered accidents or damages caused by external factors, atmospheric conditions or any other such events. 

●The faults are caused by dirt, impurities, water, foreign bodies, etc., where applicable. 

●The product was used in the rain and/or driven through a body of water with a depth bigger than 4 cm. 

●Product or parts identification series / codes / marks etc. that are deleted / illegible, marking or embossment crafted, made for various purposes Spare parts or original pars show dents, mechanical shock, thermal or other fractures, cracks, etc. not attributable to them. 

●Damage and defects due to improper handling and transport made by the buyer. 

●Changes to the original condition of the product by natural influences (corrosion, condensation, etc.) due to improper storage conditions. 

●The product has not been used according to the conditions of the user manual. – link Product’s faults are caused by vandalism or similar causes. 

●The warranty duration has expired.

●The product is lost or stolen.

●The product was obtained for free or as a complimentary item.

●Buyers cannot provide adequate proof of purchase for the products.

 Unsupported software or firmware has been installed on the product.

 

Support: 

For technical support please contact the retailer or online store from where you bought the scooter. 

If you can’t get in touch with the reseller from where you bought the scooter, you can contact us directly at support@kugoo.eu