Protection is a documented process, not a universal safety, legality or accidental-damage promise. Read the current terms in full.
Support should begin with a diagnosis, not a return label
The Official Kukirin European store is operated by Shenzhen KuKirin Co., Ltd. Eligible consumer purchases have the minimum two-year EU legal guarantee against faults or lack of conformity that existed when the goods were delivered. The appropriate remedy depends on the product, evidence, fault and applicable law.
A scooter is a system: battery, charger, display, controller, motor, brakes, wiring, folding hardware and consumable parts interact. A symptom that looks like a failed component can also come from setup, a connector, adjustment or maintenance. That is why the fastest support path starts with the exact model and evidence.
What the legal guarantee is for
It applies when eligible goods are faulty, do not work as described or do not match the agreed product information. It is separate from routine service and normal wear. It does not turn tyres, brake pads, grips or other consumables into permanent components, but a premature defect is not automatically dismissed as wear simply because the part can wear.
The five-stage support path
- Identify the unit. Send the order number, complete model name, configuration and serial number.
- Show the symptom. Explain what happens, when it began and what happened immediately before it. Add clear photos and a short video when safe.
- Protect the evidence. Do not dismantle, modify or send the scooter or battery before receiving instructions. Keep packaging when a return may be needed.
- Remote diagnosis. We may ask for display messages, charger-light behaviour, connector photos, tyre or brake condition, a simple safe check or additional media.
- Appropriate resolution. Depending on the diagnosis and applicable law, the path may involve guidance, adjustment, a compatible part, repair, replacement, price reduction or refund.
What to include in the first email
- Order number and email used at checkout.
- Full model name, including ABE or VMP where relevant.
- Serial number and photos of every product label.
- A photo of the complete product from both sides.
- Close photographs of the affected area, connectors, display message or visible damage.
- A short video that shows the symptom from start to finish, when recording is safe.
- The date the symptom first appeared, estimated distance used and any impact, water exposure, transport or service immediately before it.
- Every troubleshooting step already tried.
Common cases and useful evidence
The scooter will not power on
Show the display, charging port, charger indicator before and after connection, battery level before the event and any displayed error. Do not bridge connectors or open the battery.
Charging appears abnormal
Photograph the charger label and indicator, the product charge port and any visible damage. State whether the charger changes colour when connected and how long the product was stored. Stop using a charger or battery that is swollen, unusually hot, damaged, wet, leaking or producing an unusual smell.
Noise, vibration or steering movement
Record the sound at low speed in a safe area and show the wheel, brake, suspension, stem and folding area. Do not continue riding if steering, folding, wheel retention or braking may be affected.
Brake or tyre issue
Show both sides of the wheel, tyre surface and bead, valve, disc, calliper and pads. State tyre pressure, recent adjustment and whether the issue followed an impact or puncture.
Transit damage or missing items
Keep every packaging layer and send photos of the unopened box, shipping label, internal protection and complete contents. See the shipping guide for the receiving checklist.
What is normally outside guarantee coverage
- Normal wear that develops through ordinary use.
- Crash or impact damage, misuse, overloading or use outside the product instructions.
- Unauthorised modification, incompatible parts or repairs that caused the issue.
- Water ingress caused by immersion, pressure washing, charging while wet or use beyond the published resistance rating.
- Damage caused by incorrect assembly, charging, storage, transport or maintenance.
These categories are not a substitute for diagnosis. The facts of the case, product condition and applicable rights still matter.
Batteries need a careful process
Lithium batteries require special transport and handling. Never ship a battery or complete scooter on your own initiative. Do not open, puncture, bypass or attempt cell-level repair. If a battery is damaged, swollen, leaking, unusually hot, wet or producing smoke or a strong unusual smell, stop use and charging, move away from combustible materials only if safe, and follow local emergency guidance.
Maintenance and warranty are different—but connected
Correct tyre pressure, brake adjustment, fastener checks, clean connectors and appropriate storage reduce avoidable failures. Maintenance does not remove your rights; it protects the product and makes genuine faults easier to identify. See Service & spare parts for the ownership checklist.
Contact the warranty desk
Email officialkukirin@icloud.com and keep the complete case in one thread. We aim to reply within one working day; complex technical or warehouse cases may require additional time. Never send passwords or full payment-card details.
The published store policies and mandatory consumer rights remain controlling. For a change-of-mind return, use Returns & refunds; for a suspected fault, begin with diagnosis here.