Frequently Asked Questions

Warranty

1. How long is the warranty?

The warranty covers the full e-bike for 24 months, excluding consumable parts. Please refer to the Warranty Policy for full details.

2. What does the warranty cover and exclude?

Covered: Manufacturing defects, natural deformation, phase loss, short circuits, and other inherent product faults.

Excluded: Consumable parts, damage caused by improper use, unauthorized repairs, accidents, and other man-made damage.

3. How do I make a warranty claim?

To request support, please describe the issue clearly and include photos or videos showing the problem. Once your request is submitted, the support team will review it and provide a solution, usually within around 24 hours, including video guidance where needed.

Where possible, replacement parts are supplied instead of arranging a repair. These are typically shipped free of charge and usually arrive within 7 to 10 days.

If offline repair is required, reimbursement may be available depending on the case, even if the repair is not carried out at an official service center.

4. Can repairs still be arranged if the product is out of warranty?

Yes, but charges for parts and service may apply.

5. Are there physical service centers?

Yes. Service center availability depends on your location. Please check the relevant support page for current locations.

6. Are there any essential maintenance tips for owners?

Yes. Please refer to the support center and maintenance guide for recommended care, servicing, and routine checks.

Shipping

1. Do you ship to my location?

Shipping is available to most parts of the EU, the USA, Canada, and the UK. Some exceptions apply, including selected postal codes and certain remote regions.

2. Is shipping free?

Yes. Shipping is free on all orders.

3. When will my order arrive?

Delivery times depend on the product type and destination:

  • E-bikes: usually 5 to 15 business days in Europe, 3 to 5 business days in the USA, and 7 to 10 business days in Canada.
  • E-scooters: usually 60 to 80 business days when shipped from China.
  • Accessories: usually 15 to 25 business days when shipped from China.

4. How can I track my order?

Once your order has shipped, you will receive a tracking number by email. You can then use the tracking link provided in your shipping confirmation or log into your account to view the delivery status.

5. Can I choose the delivery date or time?

Once the order has shipped, you may be able to contact the local courier to request a preferred delivery arrangement. This depends on the courier’s local service options and policies.

Cancellation and Returns

1. How do I cancel an order?

If you want to cancel an order, please contact customer support as soon as possible and explain the reason for cancellation. If the order has not yet shipped, it may be cancelled directly. If it has already shipped, an interception may be attempted. If interception is not possible, you may need to refuse delivery when it arrives. In that case, return shipping costs may be deducted from your refund.

2. Can I return the product if I am not satisfied?

Yes. An unused e-bike may be returned within 30 days of delivery if it is in its original packaging.

If the e-bike has been used, it may still be returned within 30 days of delivery provided it has less than 20 miles on the odometer. In that case, a 30% depreciation fee will apply.

3. Who pays for return shipping?

If the return is due to a product defect or approved warranty issue, return shipping may be covered. For other returns, the customer is responsible for return shipping costs.

4. How long does it take to receive a refund?

Refund timing depends on the status of the order:

  • Before shipment: usually 3 to 5 business days.
  • After shipment: usually 7 to 10 business days after the returned items are received and inspected.

5. Can I choose the delivery date or time?

Once the product has shipped, any delivery arrangement must be made directly with the local courier. Availability depends on the courier’s own delivery rules and scheduling options.

Changing Order Information

How can I change my order details?

Before the order ships, you can contact customer support and provide the updated information. Once the order has shipped, changes can no longer be guaranteed.

Payment

1. What payment methods are accepted?

Common payment methods include PayPal, debit and credit cards, and a wide range of local e-wallet options, depending on your region.

1. Is my payment information secure?

Yes. Payments are processed through trusted third-party providers using encryption to help protect your personal and financial information.

Card information is not stored directly on the website, and checkout is protected using industry-standard SSL encryption.

3. Which currencies are accepted?

Transactions are processed in Pounds unless stated otherwise at checkout. If you pay with a card issued in another currency, your bank may apply exchange rate fees or conversion charges. Please check with your bank for further details.