Refund policy
Refund & Return Policy
At Kepow EU, we want every customer to feel confident when ordering from us. If there is an issue with your order, we are here to help.
This policy applies to all products purchased directly from our website.
Returns & Refund Eligibility
You may request a return or replacement within 14 days of receiving your order under the following conditions:
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The product arrived damaged or defective
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You received the wrong item
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The product is unopened and unused in its original packaging
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A verified manufacturing defect is discovered during normal use
To start a return request, please contact our support team with your order number and clear photos or videos of the issue.
Non-Returnable Items
The following items are not eligible for return or refund:
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Products showing signs of use or damage caused by the customer
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Products returned without original packaging, accessories, or manuals
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Spare parts and accessories
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Used or modified scooters
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Orders returned without prior approval from our support team
Battery Range Disclaimer
The advertised riding range is based on standard test conditions and may vary depending on rider weight, terrain, riding style, temperature, road conditions, and speed.
Real-world battery performance may differ from published estimates. If a verified battery defect is found, we will work with you to resolve the issue as quickly as possible.
Return Process
Step 1
Contact our support team at support@kepow-eu.com with:
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Your order number
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Photos or videos of the issue
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A short description of the problem
Step 2
Once your request is approved, we will provide the correct return address and instructions.
Step 3
The item must be securely packaged and shipped within 7 days of approval. Please provide the tracking number after shipment.
Step 4
After the returned item is received and inspected, we will process your refund or replacement.
Return Shipping Costs
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If the return is caused by a verified product defect or incorrect item, we will cover the return shipping costs.
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For returns requested for personal reasons or change of mind, return shipping costs are the responsibility of the customer.
Refund Processing
Approved refunds are processed within 5–7 business days after the returned item has been received and inspected.
Refunds are issued to the original payment method used during checkout. Depending on your bank or payment provider, processing times may vary.
Order Cancellations
Before Shipment
Orders may be canceled before shipment by contacting our support team.
After Shipment
If an order has already been shipped, the customer must wait for delivery and request a return according to the process above. Return shipping costs may apply.
Pre-Orders
Pre-orders canceled before shipment may be subject to non-refundable payment processing fees.
1-Year Limited Warranty
All Kepow electric scooters sold by Kepow EU are covered by a limited warranty against manufacturing defects.
Covered Components
6-Month Warranty
The following core electrical components are covered for 6 months from the date of delivery:
- Controller
- Digital Display / Instrument Panel
- Motor
- Lithium-Ion Battery
- Charger
12-Month Warranty
The following structural and mechanical components are covered for 12 months from the date of delivery:
- Frame
- Front Body Assembly
- Rear Wheel Hub
- Braking System
- Folding Mechanism
- Steering Column / Stem
- Front Fork
- Throttle Assembly
- Other non-consumable structural components
Warranty Covers
This warranty covers:
- Manufacturing defects
- Material defects
- Faults occurring during normal intended use
Warranty Does Not Cover
The warranty does not cover:
- Accidental damage
- Water damage caused by misuse or improper storage
- Improper charging practices
- Modifications or unauthorized repairs
- Damage caused by crashes, impacts, abuse, or neglect
- Normal wear and tear
- Tires, inner tubes, brake pads, grips, fenders, lights, and other consumable parts
- Cosmetic damage such as scratches, scuffs, paint wear, or discoloration
Warranty Claims
To submit a warranty claim, please contact our support team with:
- Your order number
- A description of the issue
- Photos and/or videos showing the defect
Our team will assess the claim and provide repair, replacement parts, or another suitable solution where applicable.
The warranty covers parts and manufacturing defects. Damage resulting from accidents, misuse, racing, stunts, overloading, or improper maintenance is not covered.
Support
If you have any questions regarding your order, returns, or warranty support, please contact us:
Policy Updates
Kepow EU reserves the right to update or modify this policy at any time without prior notice.
