Refund policy

Return & Refund Policy

We have a strict 7-day return policy. This 7-day window begins on the exact date your item is successfully delivered to you, based on the shipping carrier's tracking information. Please note that the transit or shipping time is entirely excluded from this calculation. You have exactly 7 days after the confirmed delivery date to request a return. Due to the heavy weight and high shipping costs of our machinery, we strongly encourage you to contact us for troubleshooting or parts replacement before considering a return.

1. Eligibility for General Returns (Buyer's Remorse) To be eligible for a return, your item must be in the exact same condition that you received it: completely unopened, unworn, unused, with tags, and in its original sealed packaging. You will also need the receipt or proof of purchase.

  • Shipping Costs: For non-defective returns, the buyer is 100% responsible for all return shipping/freight costs.

  • Processing & Disposal Fee: Because returned heavy machinery cannot be safely repackaged or resold, all non-defective returns or returns resulting from buyer's remorse are subject to a 20% processing and disposal fee, which covers the cost of handling and environmentally disposing of the unit. This fee will be deducted from your final refund. Original shipping charges are non-refundable.

2. Strict Exceptions / Non-Returnable Items To protect the integrity of our products, returns are strictly NOT accepted under the following conditions:

  • Opened Items: The product or its original packaging has been opened or used.

  • Non-Severe Quality Issues: The machine has minor or cosmetic imperfections (such as scratches, dents during transit, or minor adjustments needed) that do not affect the core operation of the motor.

  • Certification/Registration Issues: Returns due to a lack of specific local certificates, emission standards, or registration requirements. It is the buyer's responsibility to verify local compliance before purchasing.

  • Time Limit Exceeded: The return request is made more than 7 days after the confirmed delivery date.

3. Motor Troubleshooting & Parts Replacement [Return of Motor] We are a professional team producing outboard motors in HK. Every unit is strictly tested to ensure it runs perfectly before packaging. Because these are heavy and oversized items, full returns are highly discouraged.

  • Damaged Parts: If any parts are damaged upon arrival or during initial use, do not return the whole motor. Contact our service team at service@cukusin.com or motor@cukusin.com. We will ship replacement parts to you within a few days for free.

  • Operation Support: If you do not know how to operate the motor, please read the manual or contact our 24/7 online customer service.

4. Damages and Severe Quality Issues Please inspect your order upon reception. If the machine has a severe, unrepairable manufacturing defect that completely prevents it from functioning, contact us immediately with clear video and photo evidence. We will evaluate the issue. If it is deemed a severe factory defect that cannot be solved by replacing parts, we will authorize a specialized return or exchange.

5. How to Start a Return To start a return, you must contact us at service@cukusin.com. Items sent back to us without first requesting a return authorization will be rejected and disposed of at the buyer's expense. If your return is accepted, we will provide you with the return address and instructions. We do not provide pre-paid return shipping labels for heavy machinery.

6. Refunds We will notify you once we’ve received and inspected your return at our warehouse. We will let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method, minus the 20% processing and disposal fee and any applicable original shipping costs. Please remember it can take some time for your bank or credit card company to process and post the refund.

7. Exchanges Due to the complex logistics and high freight costs of heavy machinery, we do not offer direct exchanges for non-defective items. If you ordered the wrong model, size, or wish to upgrade, you must process it as a general return. You will need to return the original item following our General Returns policy (which includes being responsible for the return shipping costs and the 20% processing & disposal fee), and then place a separate new order for the desired item. For items with severe factory defects, please refer to Section 4 above.