Refund & Cancellation Policy

1. Why This Policy Is Strict

Electric scooters are bulky freight items containing lithium-ion batteries. Shipping them is costly, regulated, and requires specialized packaging. Once a unit has been unpacked or ridden, it can no longer be resold as new and cannot be safely re-shipped in its original state. For these reasons, our return framework is deliberately strict, and we ask that you review the product specifications and contact us with any questions before ordering. We are happy to help at hello@khuzana.com.

2. Order Cancellations

• Before shipment: you may cancel your order for a full refund at no charge. Email hello@khuzana.com with your order number as soon as possible.
• After shipment: the order can no longer be cancelled. It falls under the return conditions below, and return shipping costs apply.

3. Return Eligibility (14 Days)

Due to the heavy freight nature of electric scooters, returns are accepted within fourteen (14) days of the delivery date only, and only if all of the following conditions are met:

• The product is in its original, unopened packaging;
• The product is unused — it has not been assembled, charged, or ridden;
• All accessories are intact and included, including the charger, tool kit, documentation, and the promotional free items (the premium bike basket and safety helmet);
• You have a return authorization from our team (see Section 4).

Returns that do not meet every condition above will be refused and shipped back to the customer at the customer's expense, or, at our sole discretion, accepted subject to a restocking deduction reflecting the diminished value of the goods.

4. How to Request a Return

1. Email hello@khuzana.com within 14 days of delivery, including your order number and photos of the unopened packaging.
2. Our team will verify eligibility and issue a Return Merchandise Authorization (RMA) with the return address. Do not ship a return without an RMA — unauthorized returns cannot be processed.
3. Ship the product using a tracked, insured freight service. Return shipping costs are the sole responsibility of the customer. We strongly recommend insurance, as items damaged in return transit cannot be refunded.
4. Once the return is received and inspected (typically within 5 business days), we will confirm the outcome by email.

5. Refund Processing

• Approved refunds are issued to the original payment method via our payment gateway.
• Refunds cover the product price. Original delivery fees and return shipping costs are non-refundable.
• Please allow 5–10 business days after approval for the refund to appear on your statement, depending on your bank or card issuer.

6. Damaged or Incorrect Deliveries

If your order arrives with visible shipping damage or you receive the wrong item, this policy's return conditions do not apply — that is on us. Email hello@khuzana.com within 48 hours of delivery with photos of the packaging and the damage. We will arrange a replacement or resolution at no cost to you. Claims made after 48 hours may be limited by carrier insurance rules.

7. Non-Returnable Situations

• Products that have been assembled, charged, or ridden;
• Products returned with missing accessories, including the free basket or helmet;
• Products returned after the 14-day window;
• Damage caused by misuse, improper storage, unauthorized modification, or failure to follow the product manual;
• Normal wear items (tires, brake pads, grips) after use.

8. Chargebacks

If you have any issue with your order, please contact us first at hello@khuzana.com — we respond within 24 business hours and resolve most issues quickly. Chargebacks filed without first giving us the opportunity to resolve the matter may be contested with our records of this policy, order confirmation, and delivery tracking.

9. Contact

Returns, cancellations, and refund questions: hello@khuzana.com. We respond within 24 business hours.