Refund Policy

1. ORDER CANCELLATION

BEFORE SHIPMENT:

Order Cancellation:
If you cancel the bike order, the third party payment company will deduct 5% order transaction fees. So we will charge 5% transaction fees. If a customer ordered the wrong model and wants to place a new order, the original order will not be charged any processing fee.

Change of Address: No charge fee.

Replacements and exchanges: If the customer wants to change another bike model that total amount is significantly lower than the original order. We will refund the difference in price. If the price of the replacement bike is higher than the previous order price, then we will charge the difference in price.

AFTER SHIPMENT: To request an order cancellation after it has been shipped, the customer needs to pay a 10% processing fee. The customer is also responsible for the return shipping cost of $150. Kootu will provide a return shipping label, and the designated carrier will collect the return package. The customer may also choose self-return or arrange the return shipment by himself.

Please notice: if a customer decided to arrange the return shipment by himself and the request has been confirmed by Kootu’s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. Kootu will not be responsible for any damage, loss, or other accident to the shipment arranged by the customer.

The customer needs to email Kootu’s customer service team regarding any order cancellation. Once an order cancellation request has been approved, Kootu will email the customer a cancellation notification email.

2. ORDER MODIFICATION

We cannot modify an order after the customer has received it. The customer can place a new order and return the products in the original order by contacting our customer service in advance. All return requests must follow our return policy and receive a pre-approval notice from our customer service team in the email. The processing fee can be prevented if the product return is due to an order modification, which means the customer has placed a new order with a higher or similar dollar amount with the returned product(s). If the customer does not place a new order or the total amount is significantly lower than the original order, a 10% processing fee of the original order will be deducted from the total refund amount.

3.REPLACEMENT & RETURN

Notice: To be eligible for a replacement or return, the bike must be unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it. 

14-days Free replacement: contact customer service for missing and critically-damaged parts or other quality-related issues. Our customer service team will help to arrange the replacement.

Our policy lasts 14 days. If 14 days have gone by since delivery, unfortunately we can’t offer you a refund or exchange.
If there are quality problems within 30 days, you can contact our customer service, and after confirmation, free returns can be provided.

For us to better understand the problem and solve it effectively, photos and / or videos are REQUIRED as evidence, please send it our email: kootubike@outlook.com

*Definition of critically-damaged items: the main structure of the product is obviously deformed and affects its normal functions in any form. 

Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy,

A) Minor damage to the outer packaging.
B) Minor scratches or paint loss on the product.
C) Damage to parts or wearing parts after excessive use.
D) Damage to parts or wearing parts after using for a certain while or a certain number of times.


If your bike is still under warranty, we will send you the appropriate replacement parts at no charge. Please refer to our warranty policy for details.

NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:

1) Bicycle accessories
2) Second-hand bike
3) Used items

There are certain situations where only partial refunds are granted or deduct the return shipping fee (if applicable):

a. Any item not in its original condition, is damaged or missing parts for reasons not due to our error
b. Due to buyer's personal reason, return, for example, where else is cheaper.

Refunds (if applicable)
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 of the approval of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

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 kootubike@outlook.com

About Sign For
- When the package arrives, please check whether the product is obviously damaged and whether the outer packaging is damaged. Please provide photos and contact our customer service as soon as possible.

Shipping

Oversea returns
To return your product, you could contact our customer services by email: kootubike@outlook.com

Europe returns
To return your product to our Europe Warehouse, please contact our customer services by email: kootubike@outlook.com

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. (Applicable for buyer's personal reasons return, please contact us before returning)

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

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.