FAQ
Orders & Shipping
1.How does my order get processed?
After we receive the order, we will contact the buyer to confirm the order (after placing the order, please pay attention to your inbox for the confirmation email from us), after getting your confirmation reply, the parcel will be sent out from the local warehouse in UK, and the delivery time varies according to the location of your country, and it usually takes 2-7 business days.
2. How can I change or cancel my order?
If you want to change or cancel your order, please contact us as soon as possible. Your order could be modified or refunded only before we ship out the item. As sent packages cannot be intercepted,we do not support cancellation of orders after the package has been sent from our warehouse . If you insist on canceling the order, please return the parcel to our warehouse after you receive it (the parcel status cannot affect the second sale), and all the transportation costs will be borne by you.
3. Do I need to pay for the shipping and taxes/duties?
KuKirin provides free shipping to all electric scooters(excluding accessories), and taxes/duties will be covered.
4. My order never arrives. What should I do?
If you haven't received your package within the standard delivery times, please follow the steps below.
Check the status of your order with the tracking number first
Contact our customer service immediately for assistance.
5. Missing items or damaged items?
Please contact us without any hesitation. It would be appreciated if that notify us of any missing item or mistake within 3 business days of receiving the order so that we would effectively make it right for you.
6. Can I return the scooter if I don't want to keep it anymore?
We accept returns if the scooters have gone faulty due to defects in materials/workmanship within 7 days from the date of delivery.
7.Should I keep the original box?
Yes, please keep the original box and protective inserts if you have space. They help protect your scooter if it needs to be shipped back for a return, repair or replacement. If you no longer have them, please contact us before arranging a shipment so we can advise you on suitable packaging.
Specs & Functions
We have a FB group to solve pre-sales and after-sales problems, post your questions in the group and KuKirin's engineers will get back to you with answers.
Join Community1. What tyre pressure should I use?
Recommended tyre pressure may vary depending on the scooter model and tyre fitted. Always follow the tyre-pressure specification provided for your particular model or tyre. Check tyre pressure regularly when the tyres are cold.
2. What will affect the e-scooter range?
The actual range depends on a variety of factors such as battery status,
tire pressure, load, temperature, wind speed, road conditions, and
riding habits.
3. What is the maximum rider weight?
Maximum load capacity varies by scooter model. Please check the specifications for your particular KuKirin scooter before riding. Exceeding the specified maximum load can affect acceleration, range, braking and handling.
4. How long will the battery last?
Battery lifespan depends on usage, charging habits, temperature, storage conditions and battery condition. Lithium-ion batteries gradually lose capacity over time rather than suddenly failing after a fixed number of charges. Correct charging, use and storage can help maximise battery lifespan.
Riding & Maintenance
Battery Range Disclaimer：
The listed range is based on test conditions under the following standard: 60 kg rider, 25°C temperature, an average speed of 20 km/h, and smooth city road conditions. Actual battery performance and range may vary depending on factors such as rider weight, terrain, temperature, and riding style. It is normal for the real-world range to differ from the published data. If the reduced range is caused by a battery defect, we will take responsibility and handle the issue promptly.
1. Can I ride my scooter in the rain?
KuKirin scooters are not waterproof. Water-resistance ratings may vary by model. Avoid riding in heavy rain, standing water or flooded areas, and never submerge the scooter or its electrical components. Always check the official IP rating and user guidance for your specific model.
2. How do I arrange a repair or warranty service in the UK?
If you experience a problem with your KuKirin scooter, please contact KuKirin UK after-sales support with your order details and information about the fault. The support team will assess the issue and advise you on the appropriate repair, replacement-part or warranty procedure.
3. What should I check before riding?
Always wear appropriate protective equipment, including a helmet. Before riding, check the brakes, tyres, handlebars, folding mechanism and battery level. Take extra care in poor weather or on slippery surfaces and always follow applicable local laws and regulations.
4. Can I ride my scooter in snow or freezing conditions?
Riding in snow or icy conditions is not recommended due to reduced traction and increased stopping distances. Low temperatures can also temporarily reduce lithium-ion battery performance and available range.
5. Can I leave my scooter charging overnight?
Use only the supplied or manufacturer-approved charger. Charge the scooter in a dry, well-ventilated area away from flammable materials. Do not leave the scooter charging unattended for extended periods, and disconnect the charger once charging is complete. Never charge the scooter using damaged charging equipment.
6.Can performance decrease when the battery level is low?
Yes. As the battery charge decreases, available voltage can also decrease, particularly under heavy load. This may result in reduced acceleration or maximum performance at low battery levels. The effect can vary depending on the scooter model, riding conditions and battery condition.
