To ensure a smooth and efficient return or exchange process, please adhere to the following conditions:

Order Cancellation
To cancel an order, please contact us at [email protected] before the order is shipped. Submitting a cancellation request before shipping does not guarantee the order will be successfully canceled. If the cancellation is successful, you will receive a confirmation email.

Once the order has been shipped, we cannot cancel it. Please wait for the order to be delivered, and contact us within 14 days of delivery to request a return label. Refusing a shipped order or failing to follow the return procedure may result in the item being lost during transit or rejected by the warehouse due to unregistered returns, potentially preventing refunds or replacements.

After receiving and verifying your returned package as complete, unused, and in good condition, a restocking fee of €150 per bike will be deducted from the final refund. The restocking fee for accessories is determined per item.

Returns

Customers may submit a return request within 30 days of a successful purchase by contacting [email protected]. Return requests submitted after 30 days from the purchase date will not be approved.

Damaged Packaging:
Damage to the outer packaging does not necessarily indicate a problem with the product itself. Due to the uncertainty and unpredictability of deliveries, we cannot guarantee the integrity of the packaging. Customers are advised to file a claim with the shipping service provider if they notice packaging damage. A restocking fee will still be applied based on the product's condition.

For minor cosmetic issues that do not affect ride safety, customers can request compensation (e.g., partial refunds or accessories) instead of returning the product.

For Non-Quality Issues:

• The bike is new and unused: The buyer is responsible for return shipping costs, and a €150 restocking fee per bike will be deducted from the refund.
• The bike has been used: The buyer is responsible for return shipping costs, and a €150 restocking fee per bike will be deducted. Additionally, 20% of the order value will be charged as a restocking fee.

The e-bike must show no signs of wear, dirt, dust, odors, or other usage indicators and must be returned in the same packaging and condition as received. All items included in the original box (e.g., charger, pedals, bell, reflectors, tools, pump, lock, user manual, etc.) must also be included.

For Quality Issues:

1. Within 14 days of successful payment: Customers are entitled to a full refund without return shipping or processing fees. Alternatively, the customer may exchange the bike for another KOOLUX model without paying return shipping fees.
   Note: The KOOLUX team will conduct a thorough inspection of reported quality issues. If no quality issues are found and damage is deemed intentional or caused by human factors, return shipping costs will still apply.
2. Between 14 and 30 days of successful payment: Depending on the circumstances, we may charge the buyer a portion of the return shipping costs. Please contact our customer service team to determine the appropriate payment method.
   Note: For defects or missing parts reported within 30 days of receipt, we may send replacement parts free of charge based on the specific situation.
3. More than 30 days after successful payment: Relevant warranty services will be provided under our warranty policy. For minor defects that do not affect ride safety (e.g., peeling stickers or minor paint scratches), the buyer can contact our customer service team for compensation. If the bike is not returned, our team will determine the appropriate refund based on the circumstances.

Customers must obtain authorization from KOOLUX before returning any items. We recommend returning products in their original packaging. If unavailable, use secure packaging to prevent damage during transit. KOOLUX is not responsible for damages resulting from improper packaging.

Non-Returnable / Non-Refundable Items

Certain items cannot be returned or refunded unless covered under our warranty due to extreme circumstances. These items require company approval for return.

Non-refundable items include but are not limited to:

• Products from unauthorized dealers or individuals
• Items damaged due to human factors
• Gift cards
• Insurance
• Non-physical products

Refund Process

Refunds will be processed once the e-bike is returned and inspected by the warehouse.

Approval:

• Items returned without prior authorization will not be accepted.
• Initiate a return by contacting us at [email protected], providing photos and/or videos of the items, and including your order number. Our customer service team will review your return request within 3 business days.

General Return Process:

1. Initiate a Return:

   • Email us at [email protected] with relevant photos, videos, and your order number.
   • Our customer service team will review your return request within 3 business days.

2. Return the Item:

   • If approved, we will provide the return address and instructions for sending your package.
   • Use a shipping method with tracking and signature to avoid issues with lost returns. Items returned without authorization will not be accepted.

3. Refund or Exchange:

   • Once your return/exchange is received, we will inspect the item within 10-15 days.
   • We will then either provide a replacement for an exchange or issue a refund.

Scope
This return policy applies only to products purchased directly from the official KOOLUX website (koolux.uk). Products purchased through other channels (Amazon, physical retailers, etc.) are subject to the warranty policies of those sellers.

We sincerely value your business and strive to make your shopping experience pleasant from start to finish. If you have any questions or need assistance with a return, please don’t hesitate to contact the KOOLUX customer service team.