We are committed to providing quality products to all of our valued customers. We strive for your complete satisfaction with every purchase.

All of our products are sold with a 14-day money-back guarantee and must be shipped to us within 14 days of you receiving them. Please ensure that all returned items are in brand-new condition, unused, with original tags and packaging. Items damaged during the return shipping process due to improper packaging may not be eligible for a refund.

Accepted Returns:

1. Returns are accepted for defective, damaged, or missing items upon receipt, as well as for wrong items or incorrect and non-compatible packages sent.
2. Returns are accepted for unsatisfactory, unopened, or unused items within 14 days of your receipt.

 

Items Not Eligible for Return:

1. Non-defective Items that have been installed, modified, drilled, or cut.
2. Damage caused by unauthorized maintenance, misuse, collision, negligence, abuse, etc.

 

Return Shipping Costs:

1. We will pay return shipping fee due to manufacturer or our website errors. (defective or damaged products, incompatible products, missing accessories, etc.)
2. If the return is caused by the consumer (such as dissatisfaction with the product, personal preferences, or purchasing the wrong product), the consumer should be responsible for the Return shipping fee.

 

Return & Refund Steps:

If you are not satisfied with your order or wish to return or exchange your order, please feel free to contact us via email (info@kopuwayglobal.com) Monday through Friday within 14 days of receiving your merchandise.

1. Submit your order number, the reason for your return, clear pictures or video of the item, and the shipping package. We will provide a return address via email once your return request is approved.
2. When returning the package, please ensure that the item is intact and that all accessories inside are intact. (Except for items that are defective, damaged or missing upon receipt). Leave the goods in the original box, sealed. Attach the barcode we provide to the package and send it to the address sent to you by our customer service.
3. When the goods are sent out, send the shipping receipt and tracking number to us in time. (If you don't contact us, we can't help you deal with it.)
4. After our warehouse receives the goods to confirm that they are not damaged and in good condition, you will get a refund within 10 business days. (Refunds will be issued back to the original method of payment or store credit only.)

Common Reasons for Return:

1. You Don’t Want the Item:

• The return shipping fee is the responsibility of the buyer.
• Shipping fee is not refundable.
• Buyer must email us at info@kopuwayglobal.com within 14 days after the item arrived.
• Return items must be in brand new and unused condition with original tags and packaging. Any product that has been used does not qualify for a return or exchange.

2. Purchased the Wrong Item:

• The return shipping fee is the responsibility of the buyer.
• Shipping fee is not refundable.
• Buyer must email us at info@kopuwayglobal.com within 14 days after the item arrived.
• Return item must be in brand new and unused condition with original tags and packaging. Any product that has been used does not qualify for a return or exchange.

3. Defective or Damaged Products:

• Buyers need to provide pictures or videos to show the problem.
• The return shipping fee is the responsibility of KOPUWAY.
• Please allow us to have 2-3 weeks processing time to issue the exchange or refund. Our mechanic will inspect every returned item. After the inspection, if it is the manufacturer's defective problem, you will get the exchange or full refund within 24 hours.

4. Shipping Damage:

• We only use DHL, FedEx top service shipping companies. Please check the package when it arrives. Please Do NOT sign for any damaged package. It is your responsibility to sign the delivery in person and inspect the package before you sign anything. If you noticed the package is broken, please ask the delivery man to file the shipping damage claim immediately. Also please give us your shipping damage case number, and we will help you to get the compensation from the shipping company as soon as possible.

5. Item Not Received

• The package tracking information says delivered but you haven't received it. We'll get in touch with the shipper and track it down. If we can’t find it, we’ll ship you a new item or issue a refund.
• No tracking information and you haven't received the item within 7 days. Please feel free to contact us for help.

6. Items with Missing Accessories

• If you received a product that is missing accessories, please send us some package pictures and information, and we will check the accessories and resend them to you.

7. Cancellations:

• You may cancel your order free of charge at any time before shipping.
• If you cancel an order after shipping or refuse delivery (except for deliveries refused due to shipping damage), it will be treated as a return and will be subject to shipping charges.

This shipping policy applies to all Kopuway products sold by Kopuway Ltd and sets out the shipping process you can expect when placing an order with us.

1. Lead-time Information

Once you have placed your order via our website or with a member of our sales team, we will be in contact with you to confirm the estimated lead-time for your chosen product(s). The lead-time is an estimate of your order processing and product manufacturing time and does not include time in transit.

Due to the demand for our products, we often experience a lead-time take of 3-14 business days, which may vary depending on the season or overall demand and shipping address. We cannot make any guarantees or assurances as to lead-time when you first place your order with us. However, we do our best to keep this lead-time as short as possible.

You will be notified when your products have been shipped.

2. Delivery Information

The estimated delivery time for our order will depend on your location. While we work closely with our logistics partners to provide you accurate delivery information, delivery times are estimates only and cannot be guaranteed. Once your product(s) are in transit, any delays are outside our control.

Below are our best estimates for delivery times:

Expected Delivery Time

Location	Expected Delivery Time
Europe, Australia and New Zealand	For most locations, deliveries are usually completed within 10-14 business days, depending on your shipping address. Western Australia may take up to 14 business days for delivery. And certain European countries or locations may also experience longer delivery times.
United States	As we have US overseas warehouses, deliveries to the continental United States are usually within 7 business days. However, Alaska, Hawaii, and certain remote areas may experience longer delivery times.
Rest of World	Delivery times vary for the rest of the world depending on country and location. After you have made your purchase, an estimated delivery time will be provided to you.

Please note: The following countries may have delayed shipping due to the delivery and customs process: Bangladesh, Bermuda, Cyprus, Eritrea, Estonia, Fiji, Greece, Croatia, Mexico, New Zealand, Russia, Saudi Arabia, Oman and some areas of South America.

In every other case, we will use the most reliable and economical carrier possible. Please contact us(info@kopuwayglobal.com) if you have any questions about your delivery.


3. Shipping Cost

KOPUWAY offers Free Shipping for all orders.


4. Import Fees, Duties and Taxes

If you are located in Australia, the United States or the European Union, including the United Kingdom, we will cover the cost of import fees, duties and other import taxes.

If you are located outside these areas, you will be required to pay any import fees, duties and other import taxes. You will also be required to make any necessary arrangements with your customs office or port authority.


5. Tracking Your Order

Once shipped, you will be provided with a tracking link (where available) for your order.

Sometimes your order may ship in multiple consignments, in which case you will be provided tracking information for each one.


6. Kopuway Battery in Transit – Dangerous Goods

If your order contains a Kopuway battery, the estimated delivery schedule cannot be guaranteed as the JETSURF battery is classed as dangerous goods. Your Kopuway battery may also be split from the rest of your shipment and delivered on a separate vehicle at a different time. This can take approximately 1-4 business days longer than the rest of the shipment.

Your tracking information will often show that the goods have been held or delayed in transit. If this occurs, it will be resolved, and the tracking updated once our logistics partner has cleared the goods. We will be contacted by our logistics partner if anything further is required to ship your Kopuway battery.


7. Signature on Delivery

Your shipment will require a signature on delivery due to the high value of the goods.

For your convenience, you may prefer to have your shipment delivered to a business or separate location where someone will be available to sign for the goods.


8. Change the Shipping Address

If you have not yet received your shipment notification or tracking information, you can change your shipment address by contacting our team at info@kopuwayglobal.com and providing the updated details.


9. What Happens if My Delivery Goes Missing or Is Damaged?


Once your goods are in transit, any issues or delays are outside Kopuway’s control.

In the event of any issues with your delivery, we will be in contact with our logistics partner to provide any information that might assist resolve the issue.

If you receive your goods and find they are damaged, please immediately contact Kopuway at info@kopuwayglobal.com


10. Shipping Method: Air vs Sea


The shipping method of your goods will be determined based on your location.

Some remote regions and island nations will only allow Kopuway batteries to be shipped by sea. In this instance, shipping can take between 6-12 weeks.

You will be provided with an estimated delivery date after your goods have left the port. Once goods are in transit via sea, Kopuway has no control over any delays that may occur due to external factors such as port congestion or poor weather. Kopuway will provide updates on your shipment if any major delays occur once in transit.