At KingSong, we stand behind the quality of our high-performance mobility products. This Return & Refund Policy applies strictly to products purchased directly from kingsong.com.
1. Order Cancellation Policy
We process orders quickly to ensure timely delivery. Please review our cancellation terms carefully before placing your order.
- Before Shipment: Orders canceled before shipment may be subject to a non-refundable payment processing fee, where permitted by applicable law. The fee amount is based on the payment method and will be shown at checkout or confirmed by support before cancellation is finalized.
- After Shipment: Once the order has been processed for dispatch, a shipping label has been generated, or the item has been handed over to the carrier, cancellation may no longer be available. If the customer still requests cancellation after this stage, the case will be handled as a Non-Quality Return.
2. Return Windows & Eligibility
To be eligible for a return, the item must meet the condition requirements for the applicable return category. Original packaging, outer shipping box, internal protective foam, accessories, proof of purchase, and product serial number (SN) are required.
| Return Category | Timeline | Conditions & Fees |
|---|---|---|
| Quality Issues | Within 30 Days | Free return or exchange for confirmed manufacturing defects. KingSong covers the applicable return shipping costs. |
| Non-Quality Return | 0–14 Days | The product must be unopened and unused, with complete original packaging. The customer is responsible for return shipping and the applicable fixed logistics and handling fee: USD $250 for standard products or USD $350 for heavy or oversized products. |
| Non-Quality Return | 14–30 Days | Subject to strict review. The product must be in pristine condition, with no damage, no unauthorized modification, complete original packaging, and mileage under 5 miles. The customer is responsible for return shipping, a 20% restocking fee, and the applicable fixed logistics and handling fee. |
| Warranty Service | 30+ Days | Returns and refunds are not accepted after 30 days. The product may be eligible for warranty service according to our Warranty Policy. |
3. Rejection & Interception Fees
If a package is rejected at delivery or intercepted in transit due to customer-side reasons, including change of mind, incorrect or incomplete address, refusal to accept delivery, or refusal to pay applicable local taxes or duties, the following logistics and handling fees may be deducted from the refund:
- Standard Products such as EUCs and scooters: USD $250 per unit.
- Oversized or Heavy Products such as S22, S19, S16 Pro, and e-bikes: USD $350 per unit.
4. Non-Returnable Items
KingSong will not accept returns for the following:
- Products without original packaging, internal protective foam, required accessories, proof of purchase, or a valid product serial number.
- Products with signs of crash damage, water damage, misuse, improper storage, improper charging, or unauthorized modification.
- Consumable parts, including tires, brake pads, bearings, inner tubes, and similar wear parts, unless confirmed as Dead on Arrival (DOA).
- Second-hand products or products purchased from unauthorized resellers.
- Products returned without prior authorization or without a valid Return Merchandise Authorization (RMA).
5. Claim & Refund Process
- Submit Request: Contact our support team with your order number, product serial number (SN), and clear photos or videos of the item, issue, and packaging.
- Authorization: Once approved, you will receive a Return Merchandise Authorization (RMA) and the designated return address.
- Inspection: After the returned product arrives, it will undergo a technical inspection, typically within 3–5 business days.
- Refund Issuance: Once the returned product passes inspection, the refund, minus any applicable fees, will be processed to the original payment method within 7–10 business days. The actual posting time may vary depending on the customer's bank or payment provider.
Notice: Do not ship products back without prior authorization. Unauthorized returns may be rejected and may result in additional storage, handling, or return shipping fees.
6. Relationship with Warranty Service
This Return & Refund Policy is separate from our Warranty Policy. After the return window has expired, eligible products may receive warranty service, but returns or refunds may no longer be available.
7. Contact Us
If you have questions about this Return & Refund Policy or need to submit a return request, please contact us:
Email: Info@kingsong.com
Contact Page: Contact Us
Official Website: https://www.kingsong.com