This policy explains how to return a product to Kubbi, how to cancel an order, what is eligible, and what charges apply. For details on how and when you will receive your refund, please see our Refund Policy. For faulty or damaged products, please see our Warranty Policy.
There are four points at which you might want to end a purchase, and each is handled slightly differently.
1. Before your order has been dispatched. Free to cancel. Email us at support@kubbi.co.uk with your order number as soon as possible and we will stop the order from leaving our warehouse. You will receive a full refund including any delivery charges paid.
2. After dispatch but before delivery. If your order is already in transit with the courier and you want to cancel, we will need to recall the parcel from the courier network. A recall fee applies to cover what the courier charges us to return the parcel to our warehouse mid-route. See the Recall Fees table below.
3. Refusing delivery at the door. If you refuse to accept a delivery when the courier attempts to hand over the parcel — including because the delivery has arrived later than you had hoped — this is treated as a return. The standard return shipping fee for your product applies and is deducted from your refund. This covers the courier's cost of returning the parcel from your address to our warehouse.
This applies regardless of the reason for refusal. If you would prefer to cancel rather than refuse at the door, please contact us at support@kubbi.co.uk before the courier arrives — recall fees are lower than return fees. Cancelling before the courier reaches your door costs less than refusing at the door.
The exception is where we have failed to deliver your order within 30 days of the order date (or any longer period we agreed at the time of purchase). In that case, your statutory right to cancel applies under the Consumer Rights Act 2015 with no return shipping fee.
If the parcel is visibly damaged when the courier arrives, do not refuse it on those grounds — accept it and report the damage within 48 hours under our Warranty Policy. This protects your warranty rights and we cover the return cost in that case.
4. After delivery (changed your mind). You have 365 days from delivery to return an unused product for a refund. A return shipping fee applies. See the Return Shipping Fees table below.
For faulty, damaged, or dead-on-arrival products, do not use this policy — please go to our Warranty Policy. We cover return shipping in full for any genuine fault.
Nothing in this policy limits or replaces your rights as a UK consumer. The following rights apply automatically and underpin everything below.
If you bought from kubbi.co.uk, you have the right to cancel your order for any reason within 14 days of receiving the goods. You then have a further 14 days to return the item.
Within this window, we will refund the full price of the item and the standard outbound delivery charge you paid us. We are not required to refund premium delivery upgrades — only the standard rate.
You are responsible for the cost of returning the item. We may deduct an amount from your refund if you have handled the goods beyond what is reasonably necessary to inspect them, as you would in a shop. See the section on Diminished Value below.
If your product is faulty, not as described, or not fit for purpose, you have the right to a full refund within 30 days of delivery. This is handled through our Warranty Policy.
On top of your statutory rights, we offer a 365-day return window for any unused product. This is goodwill, well beyond the 14-day statutory minimum, and reflects our confidence in the products we make.
To qualify, the item must be unused, undamaged, and in its original packaging with all accessories included.
"Unused" means: not ridden, not assembled beyond initial inspection, no wheel contact with the ground, and no signs of wear.
A return shipping fee applies and is deducted from your refund. See the Return Shipping Fees table below.
If you return a product after delivery (whether under the statutory 14-day right, our 365-day goodwill window, or by refusing delivery at the door), the following fees apply and are deducted from your refund. These cover the actual cost of collecting a product from your address back to our warehouse.
| Product | Return Fee |
|---|---|
| Accessories, helmets, spare parts | £10 |
| K4, K7 Pro, Kubbi Cruiser | £60 |
| K10 Pro, Q3 | £100 |
| K22, Q19, Q32 | £160 |
If you cancel after your order has been dispatched but before it has been delivered, we will recall the parcel from the courier. A recall fee applies to cover what the courier charges us for returning the parcel to our warehouse mid-route.
| Product | Recall Fee |
|---|---|
| Accessories, helmets, spare parts | £8 |
| K4, K7 Pro, Kubbi Cruiser | £48 |
| K10 Pro, Q3 | £80 |
| K22, Q19, Q32 | £128 |
Recall fees are lower than return fees because the courier already has the parcel and just needs to send it back from a depot, rather than collect it from your home.
Under the 14-day statutory cancellation right, you are entitled to handle the goods as you would in a shop — for example, unboxing, inspecting, and checking the product over.
If you handle the goods beyond what is reasonable for inspection — for example, fully assembling the bike, riding it, or causing wear — we reserve the right to deduct an amount from your refund to reflect the reduced resale value. We will tell you the deduction amount before processing the refund.
The following items cannot be returned outside the 14-day statutory cancellation window.
If your product is faulty on arrival, damaged in transit, or develops a fault, please see our Warranty Policy for the full process. For faulty items we cover the cost of return shipping in full and arrange the courier.
Dead on arrival or transit damage must be reported within 48 hours of delivery. Cosmetic transit damage must be reported within 7 days of delivery.
If you bought your Kubbi product through Amazon or eBay, your return must be processed through that marketplace under their refund policies. We cannot process returns or refunds directly for marketplace orders.
If you need help — for example, sending replacement parts or technical support — please email support@kubbi.co.uk with your marketplace order number and we will do what we can on the goods side.
Step 1. Email support@kubbi.co.uk with your order number, a clear description of why you want to cancel or return, and (for any faulty items) photos or short videos.
Step 2. We will issue a Return Authorisation (RA) number and the full return address. For pre-dispatch cancellations we will stop the order at our warehouse. For mid-transit recalls we will instruct the courier directly.
Step 3. If you are returning a delivered product, package it securely in its original packaging with all accessories and include the RA paperwork inside the box.
Step 4. Send it back via a tracked, insured courier service. For faulty items we will arrange and pay for the courier ourselves.
Step 5. Once the item is received and inspected at our warehouse, we will process your refund. Please see our Refund Policy for timing and amounts.
Please do not return any product without an RA number — returns sent without prior authorisation may be refused or delayed.
Every returned item is inspected on arrival at our warehouse. We check that the product is in the condition stated, that all accessories and original packaging are included, and that no signs of use or wear are present (for change-of-mind and 365-day returns).
If the item does not meet the return criteria, we will contact you with photos and either offer a partial refund reflecting the reduced value, or return the item to you at your cost.
We do not offer direct exchanges. If you would like a different model, colour, or size, please return the original item using the process above, and then place a new order on kubbi.co.uk. This keeps the process simple and ensures you are charged the correct price for the new product.
To exercise your 14-day statutory cancellation right, you can use any clear statement to inform us, by email to support@kubbi.co.uk. You may use the following wording if you wish:
"I hereby give notice that I cancel my contract of sale of the following goods: [product name]. Ordered on: [date]. Received on: [date]. Name: [your name]. Address: [your address]. Order number: [order number]."
You can also call our support team to give notice verbally — we will confirm receipt by email.
Once we issue your RA number, we will send you the full return address. Please do not send returns to our registered office or general correspondence address — returns must go to our dedicated returns facility to be processed correctly.
Our returns operation is based in Carryduff, Northern Ireland.
If you are not satisfied with the outcome of a return or cancellation, please email support@kubbi.co.uk with the subject line "Escalation" and we will review your case.
You also have rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, and may seek further advice from Citizens Advice (citizensadvice.org.uk) or, where appropriate, the small claims court.
Any information you share with us during a return or cancellation — including photos, videos, and contact details — is handled in accordance with our Privacy Policy.
If you have any questions about returns or cancellations, please get in touch.
Email: support@kubbi.co.uk
Web: kubbi.co.uk
Address: Kubbi Imports Ltd, Carryduff, Northern Ireland
