1. Return Eligibility
- Timeframe: You may request a return within 14 days of receiving your KOOLUX product.
- Condition: The item must be unused, in its original packaging, and in the same condition as received.
- Proof of Purchase: A valid purchase receipt or order confirmation is required.
- Order Cancellation: Orders can be canceled within one calendar day after successful payment. All orders are processed within one business day after being placed. If the cancellation request is submitted before the order is shipped and within one calendar day of successful payment, the order can be canceled without issue.
2. Return Process
- Initiating a Return: To begin the return process, please email our customer support at info@koolux.eu with your order number and a brief explanation of the reason for the return.
- Instructions: Our customer service team will provide you with detailed instructions and the return shipping address once your return request has been reviewed.
3. Refund Process
- Inspection and Approval: Once the returned item is received and inspected, we will notify you regarding the approval or rejection of your refund.
- Refund Timing: If approved, the refund will be credited to your original method of payment within a certain number of days.
- Shipping Costs: Please note that shipping costs are non-refundable. If applicable, the return shipping fee will be deducted from your refund.
- Return Address: Koolux eu, Via Raffaello Sanzio 22, Segrate, MI 22054, Italy
4. Non-Returnable Items
Certain items are exempt from being returned. These typically include:
- Items damaged by human error
- Special orders
- Gifts or free items
- Accessories sold online (including fenders, batteries, replacement parts, etc.)
- Additional purchased accessories (if you purchase aftermarket accessories directly from Koolux, please confirm the accessories you need before purchasing)
If you have questions about whether a specific item qualifies for return, please contact us.
5. Exchanges
- Defective or Damaged Items: We only offer exchanges for items that are defective or damaged upon receipt. If you need to exchange an item for the same product, please contact our customer support at info@koolux.eu with your order details and a description of the issue.
6. Refund
FOR NON-QUALITY ISSUES
(1) If the bike is brand new and unused:
-
Within 14 days of receipt:
- Full refund minus original shipping cost.
- Buyer is responsible for both the original outbound shipping and return shipping.
-
15 to 30 days of receipt:
- Full refund minus original shipping cost.
- Buyer is responsible for both the original outbound shipping and return shipping.
- 20% restocking fee will be deducted from the total order amount.
(2) If the bike is used:
-
Within 30 days of receipt:
- Refund minus original shipping cost.
- Buyer is responsible for both the original outbound shipping and return shipping.
- 20% restocking fee will be applied.
-
Over 30 days of receipt:
- Returns are not accepted.
FOR QUALITY ISSUES
(1) Within 14 days of receipt:
- Full refund or exchange.
- No return shipping or original shipping fees will be charged.
- You may also opt to exchange for another KOOLUX e-bike without additional shipping costs.
⚠️ Note: All quality-related issues will be carefully investigated by our technical support team. If damage is determined to be intentional or man-made, return shipping fees may still apply.
(2) Between 14–30 days of receipt:
- Return shipping fees may be partially or fully charged depending on the situation.
- Please contact our support team at info@koolux.eu for case-specific handling.
⚠️ Note: Within 30 days, if there is any missing or defective part, KOOLUX may send replacements free of charge depending on the issue.
(3) Over 30 days of receipt:
- Only warranty services will be provided.
⚠️ Note: Minor imperfections such as scratches, peeled stickers, or small paint chips that don’t affect safety are not grounds for return. Compensation or partial refunds may be offered at the discretion of our support team.
If your refund is approved, it will be processed and a credit will automatically be applied to your original method of payment within 10 days.
7. Contact Information
For any questions or further assistance regarding our return and refund policy, please reach out to us via email at:
Email: info@koolux.eu
Phone Number: +86 15989564671
Scope of Application
This policy applies only to purchases made on the official KOOLUX website (koolux.eu). If you purchased your KOOLUX e-bike through a third party (such as local resellers), please refer to their return policy.