Return & Refund

KAKUKA is committed to providing a great experience for each and every customer! If you are not satisfied with the product, please contact us. KAKUKA team in the first instance and we will do our best to resolve the issue for you.

 

  • Return

If there are any manufacturing defects when the E-bike is fresh out of the package (not common), we are responsible for troubleshooting, and sending replacement parts to repair your bike and get you rolling soon, excluding any problems caused by personal behaviors. for more details, check our WARRANTY POLICY.

All returns are subject to the following conditions in order for us to process your refund effectively:

The product may be returned within 14 days of delivered date in unused and unopened condition. Items not in these conditions will not be accepted.

The customer is responsible for returning the item in its original packaging.

The ustomer is responsible for return shipping fees, and these will be withheld from the total refund amount. A 10% restocking fee will be withheld from the refund.

The customer will be responsible for any damages during the return process due to their negligence resultingin a deduction in the total refund.

Refunds will be ssued within 7-10 business days from the time the returned item is received. In order to initiate a return, contact support@kakuka.com within 14 days of delivered date. Parts, accessories, and batteries do not qualify for returns. 

 

  • Cancellation / Modification of order.

As a rule, a responsible company will not normally accept product returns due to a change of mind by the customer. If you would like to cancel your purchase, the handling fee is 5% of the total amount of the order.

Your order will be processed within 2 hours. If you wish to change or cancel your order, please contact us as soon as possible and one of our relevant staff will contact you immediately. Kindly note that your order can only be amended or refunded before we dispatch your order, please consider carefully before purchasing to ensure you select the right item.

If your order has been shipped and we are no longer able to cancel or amend it, you will need to wait patiently for your parcel to arrive, or you can choose to keep it or contact us to return it for a refund.

 

  • Missing Order

Any missing or missing parcels need to be contacted by the after sales team within 48 hours of the customer signing for the order and uploading photos of the inside and outside of the parcel that has been received as well as a clear parcel label for us to verify via email, once confirmed we will deal with it for you immediately.

 

  • Accessory Returned

Please kindly note that all accessories are not returnable. Once the parcel has been received, the item cannot be returned. If the parcel is damaged due to violent shipping, or if the product has a product quality defect right out of the box without being used, we will issue a full refund within 1-2 working days of confirmation or resend a brand new accessory for replacement.

 

  • Rejected Shipment

If you reject the package, the warehouse will destroy it by default. Please do not reject a parcel without contacting our team.

 

  • Refund delayed/Not obtained

If your refund has been approved, the refund will be returned to your original account as is within 1-2 days.

If you have not received your refund, please check your bank account first, then contact your credit card company and next contact your bank. This will usually take some processing time before the refund is credited to your account.

If you have done all of this and still have not received a refund, please contact us at service@kakuka.com.

 

  • Shipping Instructions

Please include all original packaging, including labels, when returning products. We are not responsible for invalidating refunds due to covered labels, incomplete original accessories, non-original packaging, etc.

We must receive your returned item within 12 weeks of the return and refund approval date.

If we have not received your return by this time, your return and refund approval will be invalid.

 

Contact us

Still have questions about us? Let us help! Please feel free to contact us at:

Email: service@kakuka.com (recommended)

Working Time:  9am-6pm UTC/GMT+08:00 Monday to Friday

Address: Room 1006, Chuanghui Building, Longgang District, Shenzhen City, Guangdong Province,China 518000 (Non-return address)