Ebikezone Warranty Policy
1. Warranty and Guarantee
The warranty period for bicycles is as follows. If the customer finds non-human damage within the warranty period, we will send the replacement parts free of charge.
After the warranty period, the customer must pay for replacement parts and shipping fees. All bikes sold by us are factory-new regular products, and all parts are the same as the original ones.
To help customers quickly resolve accessory issues, accessories purchased separately are sold at cost price. Therefore, except for DOA (Dead on Arrival), they are not covered by warranty.
⚠️ Note: Second-hand and modified e-bikes are not covered by warranty.
2. Warranty Coverage
| Item | Parts | Warranty Time | Service |
| Basic Parts | Frame | 12 months | Natural deformation, open welding, desoldering and fracture caused by poor manufacturing can be replaced. Self-modification or collision damage is not covered. |
| Front fork components, handlebars, folding tubes, saddle tubes | 12 months | Rust, collision damage, or self-modification not covered. | |
| Tires | 1 month | Damage caused by sharp objects, low tire pressure, bumps, or potholes not covered. Only product defects covered. | |
| Saddles, plastic parts, brakes, brake rotors/pads/lines, spokes | 3 months | No warranty for collision or man-made damage. | |
| Bracket, fenders, rear racks, pedals, grips, cranks, chainrings, hubs, chains, shifters, derailleur, protective covers, flywheel, shock absorbers, bell, horn, connectors | 6 months | ||
| Electric Parts | Controllers, chargers, LCD screen, cables, pedal sensors | 12 months | No warranty for collision or man-made damage. |
| Headlights, taillights | 6 months | ||
| Motor Parts | Motor | 12 months | Short-circuit, burnouts, and performance issues from poor manufacturing covered. Water damage or altered cables not covered. |
| Motor hall sensor, bearing | 12 months | Magnetic steel issues, shaft deformation from poor pressure or terrain not covered. | |
| Battery | Battery box, top/bottom cover, battery | 6 months | Covers power failure, no storage, capacity <60%. Replacements are valid only for the remaining warranty period. Water damage not covered. |
❌ The following are not covered under warranty:
- Misuse or failure to follow the Instruction Manual.
- Unauthorised repairs, disassembly, or modifications.
- Accidental damage or improper storage.
- Repairs performed without our consent.
- Cosmetic damage to packaging during shipping.
- No returns without written approval from Ebikezone.
- Consumables like tires, saddles, brake pads, plastic parts, etc.
3. How to Apply for Warranty
Step 1: Take clear photos/videos of the issue.
Step 2: Send a short description, media evidence, your order number, and platform of purchase to [email protected]
Step 3: We’ll diagnose the issue and provide a solution.
Step 4: If further info is needed, we’ll send troubleshooting steps and ask for additional images or videos.
Step 5: Once verified, we’ll reissue parts to your provided delivery address.
Step 6: If a technician cannot be sent due to your location, we may ask you to visit a local repair shop. You must notify us beforehand. After our approval, send the invoice and we will cover the repair cost.
⏱️ If collection and repair are requested by you, it may take up to 3 weeks to complete the process.
4. Contact Us
Phone: +44 7441 910 791 (UK)
Hours:
- Monday – Friday: 9 AM – 5 PM
- Saturday: 9 AM – 2 PM
- Sunday: Closed
Email: [email protected]
We typically reply within 1 business day.
To confirm warranty eligibility for specific items, contact [email protected].
Warranty claims are subject to manufacturer discretion and may not include shipping costs. Defects caused by negligence or improper use are not covered.
Summary
✅ Warranty covers:
- Manufacturing defects
- Main electronic components: motor, controller, battery, throttle, display, charger
❌ Warranty does NOT cover:
- Wear and tear
- Improper assembly or maintenance
- Accidents, water exposure, rider misuse
- Exceeding weight limits
- Non-original owners
- DIY repairs or modifications
⛔ Warranty becomes void if:
- Product is modified or misused
- Improper storage or use
- Serviced by unauthorised personnel
- Ridden by someone over the recommended weight or age
- Owner is not the original purchaser
Scooter & Bike Rider Restrictions
We categorise scooters/bikes by age and rider size.
Kids e-scooters: Ages 7–13 or 110–155 cm in height; max rider weight: 55 kg.
If you’re unsure about which product is right for you, contact us at [email protected] before purchasing.
