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Returns Policy

Customer satisfaction is our primary goal, and thus we offer an easy and generous returns policy.

Preordered items

Preorders can be cancelled at any time during the preorder period, with a full refund. When the item becomes available, it is automatically shipped to you.

In-stock items

In-stock items and preorders that just got shipped can be returned and refunded up to 14 days after you have received them, following EU law. To ask for a return, please use our contact form. You will receive a shipping label, making this return completely free.

What can I do during these 14 days?

The 14-days period is designed to allow consumers who purchase online to evaluate the product in its physical form (as they would in a store). The KoumKoum is a bit special, hence we explicitly list what you are allowed to do and still be eligible for a return during the 14 days period. You can:

  1. Unbox the KoumKoum and look for visible manufacturing defects (there should be none);
  2. Try it on, check that your shoes fit in it;
  3. Ride it on clean, smooth and dry floors;
  4. Charge its battery as often as needed.

In short, you can evaluate whether the KoumKoum fits your shoes, and see whether you can train yourself in riding it. Be careful that, to be eligible for a return, the KoumKoum should not have lost significant value! This means that, if you want to return the KoumKoum, it must still be scratch-free, clean, in its original form (not bent, not broken), with original packaging, and the wheels can only present minor wear traces. Hence our point above about clean, smooth and dry floors.

Please note that, as easy to use as we tried to make it, the KoumKoum is still a vehicle on which you stand. It is normal to need some time to get used to it. People spend years learning to ride a bicycle, months to use rollerskates or a step, and even go to school for driving cars! We expect that several hours are required before you feel comfortable on the KoumKoum.

Customer Service after the 14-Days Period

We offer a 2-years warranty period on the KoumKoum. This warranty period does not cover consumable parts, that wear as part of normal use of the KoumKoum. We offer low-cost replacement parts on this website, along with easy-to-follow replacement instructions. Here is a detail of the parts, expected lifetime and warranty.

  • Non-consumable parts (2-year warranty period): Aluminium frame and lid, electronics, motors. We designed the frame to last 10 to 20 years. We designed the electronics to last 5 to 10 years (electronic components, not made by us, age with time and temperature).
  • Consumable parts (easy to replace): Wheels, chains, sprockets, bearings, axles and screws. Rollerskate and bicycle enthousiasts usually consider that wheels need to be changed every year (more if intense use, less if less use), sprockets every 2 years, bearings every 2 years and axles every 5 years.
  • Special parts: Batteries have a warranty of 6 months or 500 charges, whichever comes first. You can charge the KoumKoum a bit more than 2 times every day, and still be under 500 charges over 6 months. Our tests indicate that the batteries should still be mostly fine after 1000 charge cycles (albeit with a lower capacity).

Warranty claims can be introduced on our Contact Us page.

What we do not cover

During or after the 14-days period, we do not refund or replace KoumKoums that were damaged due to the fault of the user. This includes, but is not limited to:

  • The user (+ clothes, bags, ...) is heavier than the maximum allowable weight advertised on our product page.
  • Jumps. Getting off a sidewalk is okay, as is riding stairs up or down. But tricks such as jumping several steps, steps higher than 15 centimeters, or doing figures, are not covered by our warranty and not part of our advertised use of the KoumKoum.
  • Mishandling and accidents, such as falls from a table (or higher), objects falling on the KoumKoum, water damages, damages by pets, .... The KoumKoum is not waterproof and cannot be ridden in water, mud or when it is raining.
  • Riding too fast or in an unsafe manner.