Refund Policy

Warranty Policy

Our Warranty Approach

  1. Where possible, replacement parts are provided instead of repairs to reduce waiting time.
  2. The same warranty support applies whether the product was purchased through the official website, an authorized retail location, or an approved online partner.
  3. Parts that meet the warranty conditions listed below are covered at no cost.
  4. Parts that fall outside warranty coverage may still be repaired or replaced for a fee. For pricing and support, please contact customer service.
  5. Incidental costs related to a repair, including alternative transport, fuel, or ride-sharing expenses, are not covered.

Lifetime Technical Support

  1. Technical specialists are available to provide guidance and practical solutions for more complex issues.
  2. Support is handled on a one-to-one basis, so each case can be reviewed properly and responded to directly.
  3. Technical support remains available even after the warranty period has ended. After the warranty period, replacement parts are charged where applicable.

What Qualifies for Warranty Coverage

All of the following conditions must be met:

  1. The product must have been purchased through the official store or an authorized reseller.
  2. For pre-owned products, a valid proof of purchase from an authorized or legitimate source must be provided.
  3. The product or component must still be within the applicable warranty period.
  4. The issue must result from a manufacturing defect or an inherent product fault, such as a material defect.
  5. The warranty card, where applicable, must be present and match the product.

What Is Not Covered

  1. Normal wear and tear or failure of consumable parts, including brake pads, plastic parts, spokes, rims, brake cables, and cosmetic surface scratches.
  2. Damaged wiring or accessories showing visible scratches, cuts, or breakage.
  3. Faults caused by improper use, including failure to follow the user manual, improper maintenance or adjustment, unauthorized disassembly, unauthorized repairs, modifications, misuse, or improper storage.
  4. Damage caused by accidents, impacts, or collisions.
  5. Minor cosmetic scratches or accessory damage that occurs during shipping.
  6. Repair costs from non-authorized repair providers.

Warranty Periods by Component

Mechanical Components

Non-electrical and electricity-independent parts

Frame

Warranty period: 36 months

Covered: natural deformation, open welds, desoldering fractures, and manufacturing defects.

Not covered: self-modification and collision damage.

Structural Components

Components: Fork, handlebar, stem, seatpost

Warranty period: 24 months

Power and Wheel Components

Components:

  • Drivetrain and shifting: chainring, chain, cassette, bottom bracket, shifters, derailleurs
  • Suspension: shock absorber
  • Brake system: front and rear brake

Warranty period: 24 months

Not covered: tire punctures caused by sharp objects and spare-part damage caused by collisions.

Support and Safety Components

Components:

  • Fasteners: seat clamp, stem clamp, frame clamp
  • Tires and saddle: tires, saddle
  • Protection and braking: fenders, safety hook, pedals, brakes, brake discs, brake pads, brake levers
  • Kickstand
  • Wheel assembly: hubs, rims, spokes

Warranty period: 3 months

Not covered: self-modification, collision damage, damage to parts and accessories, and other man-made damage.

Electrical System

Motor Components

Components: Motor, hall, bearing, clutch

Warranty period: 24 months

Covered: phase loss, hall element burnout, demagnetization, and abnormal bearing noise.

Not covered: breakage and water ingress.

Battery

Component: Lithium battery

Warranty period: 24 months

Covered: broken grids, failure to hold charge, and battery capacity falling below 70%.

Not covered: water ingress, man-made damage, and failure caused by leaving the battery uncharged for more than one month.

Electrical Components

Components:

  • Charging: charger, main wiring harness
  • Display and control: display, controller

Warranty period: 24 months

Covered: short circuit, burnout, and performance failure caused by manufacturing faults.

Not covered: water exposure, disconnection, and man-made damage.

Speed Control Components

Components: Speed control knob, booster

Warranty period: 24 months

Lights and Brake Switch Components

Components: Headlights, taillights, power-off brake levers, switches

Warranty period: 3 months

How to Make a Warranty Claim

Products Purchased Through the Official Website

  1. Contact customer support and provide your product information and proof of purchase.
  2. After the claim is reviewed, replacement parts and, where needed, installation or adjustment instructions will be provided.

Important: Any product returned without prior approval may not be accepted or covered under warranty.

Products Purchased Through Authorized Stores or Other Approved Platforms

Customers who purchase through authorized dealers receive the same warranty coverage, but claims must be handled through the original seller or platform. Please contact the store or platform where the purchase was made for assistance.

Need Help?

For any questions about warranty coverage or technical support, please contact customer service.