Refund Policy

1. Cancel order:

Before shipment:

Free order cancellation, if the customer ordered the wrong model and wants to place a new order, there will be no handling fee for cancellation of the original order.

Customers must email the kootu bike customer service team regarding any order cancellations. Once the order cancellation request is approved, kootu bike will send a cancellation notification email to the customer via email.

After shipment:Order cannot be canceled

2. Order modification

Before shipment:
Modify orders for free

Change of address: No fee.

Change to other models: No handling fee

After shipment:Sorry we cannot modify the order after it has been shipped.

3. Easy exchanges and returns

Note: To be eligible for an exchange or return, the bike must be unused, free of dirt, dust or odor of any type, and in the same packaging and condition as when you received it.

If the customer wants to exchange for another bicycle model and the total amount is significantly lower than the original order, we will refund the price difference and deduct the shipping cost if we are required to provide a return label. If the customer returns the bicycle by himself, the customer will bear the return shipping cost.
If the price of the replacement bicycle is higher than the previous order price, then we will charge the difference price, and the customer will be responsible for the shipping cost of returning the original bicycle.


14 days free returns:

Our policy is valid for 14 days. If more than 14 days have passed since shipment, unfortunately we are unable to offer you a refund or exchange.

Note: To be eligible for an exchange or return, the bike must be unused, free of dirt, dust or odor of any type, and in the same packaging and condition as when you received it.

In order for us to better understand the problem and solve it effectively, photos and/or videos are needed as evidence, please send to our email:, we will send you a return label after confirmation

Note: If the customer returns the goods by themselves, we need to confirm before processing, otherwise we will reject the package.

US warehouse return address: Rockbros USA LLC
758 Lidgewood Avenue,
New Jersey 07202,

European Warehouse Return Address: Staré Hradište 187, Sava Bicycles Sp. z o.o., Staré Hradište 533 52 CZ

Note: The following situations will be considered normal situations and the free exchange or refund policy does not apply.

A) The outer packaging is slightly damaged.
B) There are minor scratches or peeling paint on the product.
c) Parts or consumable parts are damaged after excessive use.
d) Parts or wearing parts are damaged after being used for a certain period of time or a certain number of times.

If your bike is still under warranty we will send you suitable replacement parts free of charge, please see our warranty policy for details

Items that are non-returnable include but are not limited to:

1) Bicycle accessories
2) Used bicycles, clearance bicycles
3) Used items

4. Refund (if applicable)
In some cases, only a partial refund or a reduction in return shipping costs (if applicable) is available:

A. Any items not in original condition, damaged or missing parts are not our fault
b. Return or exchange due to the buyer's personal reasons, such as where to go for a cheaper price, etc.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you that your refund has been approved.
If you're approved, your refund will be processed and automatically credited back to your credit card or original method of payment within a certain number of days.

Late or missing refunds (if applicable)
If you haven't received your refund yet, please check your bank account again first.
Then contact your credit card company, it may take some time for your refund to be officially posted.
Next contact your bank. There is usually some processing time before a refund is issued.
If you've done all this and still haven't received your refund, please contact us at

About signing in
- When your package arrives, please inspect the product for visible damage and the outer packaging for damage. Please provide photos and contact our customer service as soon as possible.

You will be responsible for paying your own shipping costs for returning the item. Shipping charges are non-refundable. If you receive a refund, return shipping charges will be deducted from your refund. (Applicable to buyers’ returns for personal reasons, please contact us before returning)

Depending on where you live, the time it may take for your replacement product to reach you may vary.

If you are shipping items over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee receipt of your returned item.