At Kubbi, we want you to shop with complete confidence. That’s why we offer 365-day returns on unused items, giving you peace of mind well beyond the standard statutory period. Our UK-based customer service team is here to help you find the best possible solution and ensure your satisfaction. This policy sets out the conditions and process 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 within 14 days from the day you receive the goods. Kubbi extends this timeframe to a full 365 days for unused items, provided the conditions below are met.
Condition: Products must be unused, undamaged, and returned in their original packaging.
Definition of Unused: An item is considered unused if it has not been ridden, operated, or assembled beyond initial inspection. Any use — including riding, wheel contact with the ground, or visible signs of wear — 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 (including 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, wear, 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: Faulty or damaged items must be reported to Kubbi within 7 days of delivery.
Verification: All claims will be reviewed, and items must be verified by Kubbi before return approval.
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 a repair, replacement, or refund.
1. Contact our support team at support@kubbi.co.uk to request a return authorisation.
2. Await approval and instructions before sending the item back.
3. Ensure the product is securely packaged to prevent damage during transit.
Return Shipping: Kubbi will organise and cover the cost of return shipping. A pre-paid return label will be provided to you at no extra charge.
Original Delivery Charges: For orders marked as “free shipping,” no deductions will be made for the original delivery costs when the return is approved.
Inspection: All returned items will be inspected upon receipt. Returns not meeting the eligibility criteria will be refused.
Processing: Approved returns will be processed in line with our Refund Policy, including timelines and methods.
Kubbi does not offer direct exchanges. To exchange a product, return the original item in accordance with this policy and place a new order.
Kubbi reserves the right to refuse returns that do not meet this policy. Exceptional cases may be reviewed at Kubbi’s discretion.
For questions about returns or further assistance, please contact our UK-based customer service team at:
support@kubbi.co.uk
If you believe our advertising does not align with this policy, please contact us at the same email. We are committed to ensuring our practices comply with all relevant standards, including Google Ads policies.
