Refund policy

RETURN & REFUND POLICY

At KENE, we stand behind the quality of our electric vehicles. We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

1. Order Cancellation & Handling Time

  • Order Handling/Processing Time: Once an order is placed, our team requires 1–3 business days to process, pack, and prepare your vehicle for shipment.

  • Cancellation Window: Consumers may cancel their order free of charge and receive a 100% full refund at any time within 24 hours of placing the order, provided that the cancellation request is initiated before the product has physically left our warehouse.

  • Important Notice: If a consumer requests a cancellation within the allowed timeframe but the order has already been dispatched and processed into the logistics network, it cannot be canceled in transit. In such cases, it will be treated as a Non-Quality Related Return, and the delivery refusal policy below will apply.

2. Return Eligibility & Condition

To be eligible for a return, your item must be in the exact same condition that you received it:

  • It must be unworn, unused, un-assembled, and show zero odometer mileage.

  • It must have all original tags, accessories, charger, user manuals, and keys included.

  • It MUST be securely packed in its original packaging (the original heavy-duty box and protective foam). Electric vehicles without original packaging cannot be safely transported and will not be accepted for return.

  • You will need the receipt or proof of purchase.

3. Return Fees & Cost Responsibility

The party responsible for return shipping costs depends strictly on the reason for the return:

❌ Non-Quality Related Returns (Buyer's Remorse / "Don't Like It")

  • If the return is caused by the consumer (e.g., personal preference, changing your mind, ordering the wrong model/color), the consumer should be responsible for the shipping fee.

  • Fixed Flat Fee: Due to federal transport safety regulations regarding large-ticket items with integrated lithium-ion batteries, returns must be dispatched via our contracted specialized carriers. Therefore, the return costs are fixed at a flat fee of $200.

  • How it is deducted: KENE will handle the logistics by providing a prepaid FedEx shipping label and arranging a courier to collect the package from your address. Upon successful warehouse inspection, this $200 shipping and packaging fee will be automatically deducted from your final refund amount.

Defective, Damaged, or Wrong Items (Our Responsibility)

  • If due to our reasons, the goods received are damaged during transit, defective, or not correct, the consumer is NOT required to bear the shipping fee for this reason.

  • Please inspect your order immediately upon reception. If you detect any of the quality issues mentioned above, contact us right away at support@kenebike.com with clear photo or video proof. KENE will evaluate the issue and make it right by covering all return shipping costs and providing a 100% full refund or free replacement.

4. How to Start a Return (RMA Process)

To initiate a return, you must contact our customer service team at support@kenebike.com.

  1. If your return request is approved, we will send you an official prepaid return shipping label, along with detailed instructions on how and when our designated carrier (FedEx) will pick up the package from your address.

  2. Authorized Return Address: All pre-approved returns must be shipped strictly to the following fulfillment center:

    1216 W Francis St, Ontario CA 91762

  3. Important Notice: Items sent back to us without first requesting an official return authorization will strictly NOT be accepted and will not be eligible for a refund. Do not mail packages directly to our warehouse address without our pre-approved return label.

5. Non-Returnable Items

  • Sale Items & Gift Cards: Unfortunately, we cannot accept returns on clearance sale items, special promotional items, or gift cards.

  • Batteries/Parts Separately: Due to strict federal shipping regulations regarding lithium-ion batteries, individual battery purchases cannot be returned once shipped.

6. Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted and inspected by our warehouse, you can make a separate purchase for the new item.

7. Refunds

We will notify you once we’ve received and inspected your returned item, and let you know if the refund was approved based on its condition.

  • If approved, you will be automatically refunded on your original payment method within 10 business days.

  • Please note that it can take additional time for your bank or credit card company to process and post the refund.

  • If more than 15 business days have passed since we approved your return and you haven't received it, please contact us at support@kenebike.com.