Warranty
Warranty Policy
1.Warranty and Guarantee
The warranty period for bicycle is as follows. If the customer finds non-human damage within the warranty period, we will send the replacement parts free of charge.
After warranty period, the customer has to pay replacement parts and shipping fees. The bike which we sell are factory new regular products, all parts are the same as the original parts.
In order to facilitate customers to quickly solve the problem of accessories, the accessories purchased separately are sold at cost price; therefore, except for DOA, they are not covered by warranty.
Please kindly note: Second-hand ebikes and Modified ebikes 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 phenomenon, and quality problems caused by poor manufacturing can be replaced. Self-modification and collision damage are not guaranteed. |
| Front fork Components, Handlebars, Folding tubes, Saddle tubes | 12 months | Self-modification and collision damage are not under warranty. | |
| Tire | 1 month | If the tire is punctured by a sharp object, or if there is a problem due to insufficient tire pressure, passing through a speed bump, or pit, it is not covered by the warranty. Only product quality issues are within the scope of the warranty. | |
| Saddles, plastic parts, brakes, brake rotors, brake pads, brake lines, Spokes. | 3 months | There is no warranty for parts collision damage etc. Man-made damage, self-modification, and parts damaged by collision are not guaranteed. | |
| Bracket, Fenders, Rear racks, Pedals, Grips, Cranks, Chainrings, Front hubs, Rear hubs, Chains, Ringer Shifters, Rear derailleur, Rear derailleur protective cover, Flywheel, Shock absorber, Bell, Horn, Lifting Lus, Connecting Rod Piece | 6 months | ||
| Electric parts | Controllers, Chargers, Main/auxiliary cables, Display(LCD screen), Front and Rear brakes, Accelerators Brake Levers, Pedal assistance Sensors | 12 months | There is no warranty for parts collision damage etc. Man-made damage, self-modification, and parts damaged by collision are not guaranteed. |
| Headlights, Taillights | 6 months | ||
| Motor parts | Motor | 12 months | Short circuit, burnout, and performance failures caused by poor manufacturing can be replaced. Water tear of parts, and added cables are not covered by warranty. |
| Motor hall, Motor bearing | 12 months | Coil phase loss, burning, magnetic steel demagnetization, falling off, wheel shaft deformation and other quality problems cannot be repaired. The warranty will not be given if the wheel hub is deformed due to insufficient tire pressure, speed bumps, pits, etc. | |
| Battery | Battery box, Battery top cover, Battery bottom cover, Battery | 6 months | It can be replaced due to faults such as poor contact, power failure, no power storage, and capacity below 60%. Note: The warranty period of the battery will not be recalculated, and the replaced battery will be calculated according to the remaining date of the warranty period. No warranty replacement service will be provided for water or man-made damage. |
One of the following conditions does NOT qualify for warranty:
1）Failure caused by the user’s failure to use, maintain and adjust according to the “Instruction Manual”.
2）Users disassemble, repair and modify themselves, and failures caused by non-compliance with the rules of use.
3）Failure caused by improper use or storage by the user, or accident.
4）The cost of going to other repair shops for repairs without consent.
5）Slight scratches or damage to the outer package box caused by the logistics transportation of the accessories are not warranted.
6）Please contact us and obtain our written approval before sending any item back. Any products returned without acceptance will not be refunded.
7）Consumable parts are not warranted , including tires, saddles, plastic parts, brakes, brakes rotors,brake pads, brake lines, surface scratches, etc.
3.How to apply for warranty
Step 1: Take a picture/short video of your question.
Step 2: Send a short description of the problem, pictures or videos of issue, order number, platform of purchase to [email protected].
Step 3: We’ll diagnose your problem and if it’s clear what’s wrong, we’ll provide a solution.
Step 4: When comes to issues that can’t be diagnosed in the first place, we will send you the troubleshooting files, it will needs you to detect according to our detection method and provide us with the corresponding videos or pictures, and we will give a solution after receiving the detection videos or pictures.
Step 5: We will verify your order information and delivery address, and reissue the corresponding accessories to you.
Step 6: Please be aware that if we are unable to send someone to repair the bike due to distance, you will need to take the bike to a local repair shop. We will cover the associated expenses, but please inform us before proceeding with the repair.
Please note that if an item purchased from us is requested by you to be collected and repaired, it may take up to 3 weeks for the repair to be completed on our side.
4.Contact US
Tell:
+44 7441910791（UK）Monday – Friday 9am to 5pm, Saturday – 9am to 2pm, Sunday – Closed
Email:
Please email us through [email protected].
We typically reply within 1 business day.
- To determine warranty requirements for a specific product, please contact us directly at [email protected] for assistance.
- Please note warranty processing will be subject to the individual manufacturer’s policies and discretion.
- Manufacturer warranties do not cover defects determined to be caused by normal wear or due to customer negligence.
- It is important to observe the rider restrictions for your particular product.
1. What does my warranty cover?
- This warranty is expressly limited to manufacturing faults, defects and repair are the sole remedies of the warranty.
- The warranty components includes motor, battery, controller, throttle and display unit, charger unit, all other electrical wiring and components.
- The cost of shipping the product back may not be covered. All circumstances to be considered.
- If you unsure please contact us for further assistance?
2. What does my warranty not cover?
- Normal wear and tear
- Damage due to improper assembly or maintenance.
- Damage due to the installation of incompatible parts or accessories.
- Damage or failure due to accident, misuse, abuse or neglect.
- Damage due loading over the manufactuers weight limit.
- Damage due to exposure to water or dampness.
3. In what circumstances does my warranty become void?
- Any modification to the frame, or components voids this warranty entirely.
- The scooter has been misused – for example it has been ridden by a rider over the recommended weight.
- The scooter has not been maintained – for example unchanged punctures and missing parts.
- The scooter has been serviced or modified by anyone other than an authorised partner.
- If you are not the original owner.
4. Warranty Procedure
- Please email us at [email protected]
- Please send photos and video evidence of the damage/issue and order number which must be attached.
- AlphaScootz will review the information provided and will respond with a resolution within 48hrs.
5. What are the scooter rider restrictions and recommendations?
- We have categorised which are adult scooters and which are suitable for kids, please adhere to these categories?
- Kids scooters are built for ages 7-13yrs or 110cm-155cm tall and should not be ridden by anyone over 55kg.
- If you are unsure which Scooter or Electric Bike to buy, and wish to check before purchasing? Please contact us at [email protected]