Refund policy




Refund & Return Policy

OKAI is committed to customer satisfaction. Please review the following return and refund guidelines carefully.

1. Return Eligibility

  • Return requests must be submitted within 14 days of delivery (subject to applicable local laws); 7 days for Lithium battery purchase. 

  • Items must be unused, undamaged, and returned in original packaging with all accessories, manuals, and components included.

  • A valid proof of purchase is required for all returns.

  • A Return Merchandise Authorization (RMA) must be obtained prior to returning any item. Unauthorized returns will be refused.

If your purchase was made through an authorized retailer (including Amazon or Best Buy), please contact the original seller and follow their return policy first.

2. Fees & Shipping Responsibility

  • All approved returns are subject to a 25% restocking fee deducted from the refund amount.

  • Shipping costs are non-refundable.

  • Customers are responsible for all shipping costs, including:

    • Original shipping charges

    • Return shipping costs

  • If the products were purchased with free shipping, a non-refundable shipping charge will be applied in the event of a return: $200 per bike & OKAI Panther Scooter and $100 per scooter. 

Redo Coverage Exception:
Customers who purchased Redo coverage at checkout may receive a return shipping label through the return portal, subject to Redo terms.

3. Return Requirements

To be eligible for a refund:

  • Items must be returned in new and unused condition

  • Must include original packaging, packing slip, and all accessories

  • Must be securely packaged to prevent damage in transit

  • RMA number must be clearly marked on the outside of the package

OKAI reserves the right to deny refunds for:

  • Missing parts or accessories

  • Damaged, used, or improperly packaged returns

  • Returns received beyond the approved return window

4. Non-Returnable / Non-Refundable Conditions

Refunds or exchanges will not be granted under the following circumstances:

  • Request submitted after 14 days of delivery, 7 Days for battery purchase. 

  • Product shows signs of use, damage, or alteration

  • Missing original packaging, accessories, or documentation

  • No valid proof of purchase provided or evidence of tampering

  • No manufacturing defect found after inspection

  • Damage caused by:

    • Misuse, neglect, or improper operation

    • Unauthorized modifications or repairs

    • External factors (e.g., water, fire, sand, weather conditions)

  • Serial numbers or labels are altered or removed

  • If the returned product is determined to be swapped, altered, or not the original item shipped by OKAI (as we record and mark our merchandise prior to shipment), no refund will be issued.

5. Refund Processing

  • Once the returned item is received and inspected, refunds will be issued to the original payment method.

  • The refund amount will be less the 25% restocking fee and any applicable shipping charges.

  • Please allow 7-10 business days for processing after inspection.

Items that do not meet return conditions will not be refunded or returned.

6. Special Conditions

  • Final sale, promotional, and refurbished items are sold “as is” and are not eligible for return or refund.

  • If your product arrives damaged, defective, or incorrect, you must contact us within 24 hours of delivery at support@okai.co for assistance.

  • Service and parts support are only available in regions where OKAI operates. Products moved outside supported regions may not be eligible for service.