At Kubbi, we understand that sometimes things don’t go as planned, and you may need to return an item. Our UK-based customer service team is here to help you find the best possible solution and ensure your satisfaction. This policy outlines the process and conditions for returning items to Kubbi, complementing our separate Refund Policy.
Timeframe:
Under the Consumer Rights Act 2015, you have a statutory right to cancel your order for any reason within 14 days from the day you receive the goods (or the last item if multiple). Kubbi extends this period to 30 days for non-faulty returns, provided the conditions below are met.
Condition:
Products must be unused, undamaged, and in their original packaging.
Unused Definition:
An item is considered unused if it has not been ridden, operated, or assembled beyond initial inspection. Any use, including riding or wheel contact with the ground, constitutes usage and renders the product non-returnable.
Safety and Age Compliance:
Our electric bikes and scooters are designed for ages 3–16, as specified in product descriptions, and comply with UK safety standards (e.g., UKCA marking). Returns will not be accepted if products are used by individuals outside the recommended age range or in violation of safety guidelines, including use on UK public roads, pavements, or cycle lanes unless otherwise stated.
Products showing any signs of use, damage, or assembly beyond initial inspection.
Customised or personalised items, unless faulty.
Items sealed for hygiene reasons (e.g., helmets) where the seal is broken, unless faulty.
Notification:
You must notify Kubbi customer service within 7 days of receiving any faulty or damaged items.
Verification:
Faulty or damaged items must be verified and approved by Kubbi before return.
Statutory Rights:
If a product is faulty, not as described, or not fit for purpose, you have additional rights under the Consumer Rights Act 2015, including the right to request a repair, replacement, or refund within 30 days of receipt, or a repair or replacement within 6 months, depending on the nature of the fault. Contact us for assistance.
Contact our support team at support@kubbi.co.uk to request a return authorisation.
Await return approval and detailed instructions before sending the item back.
Ensure the item is securely packaged to prevent damage during transit.
Return Shipping:
Return postage costs are the customer’s responsibility and will be deducted from your refund, as outlined in our Refund Policy. Kubbi will provide a return shipping label from a trusted carrier, and the cost of this label will be communicated clearly before processing.
Original Delivery Charges:
For orders with standard 3–5 day delivery (marked as “free shipping”), a £30 delivery cost per item will be deducted from your refund to cover our incurred shipping costs, unless the item is confirmed by Kubbi as faulty or incorrectly delivered.
Inspection:
All returned items undergo inspection upon receipt to verify compliance with this policy. Kubbi reserves the right to refuse returns for items not meeting the eligibility criteria.
Processing:
Approved returns will be processed in accordance with our separate Refund Policy, which details refund timelines and methods.
Kubbi does not offer direct exchanges. To exchange a product, you must return the original item in accordance with this policy and place a new order separately.
Kubbi reserves the right to refuse returns that do not adhere to this policy. Exceptional circumstances may be considered on a case-by-case basis at Kubbi’s sole discretion.
For any questions or further assistance regarding returns, please contact our UK-based customer service at:
📧 support@kubbi.co.uk
If you have concerns about our advertising practices or believe our ads do not align with this policy, please contact us at support@kubbi.co.uk. We are committed to ensuring our advertising complies with applicable standards, including Google Ads policies.
