Warranty Policy

1. Warranty and Guarantee

 

The warranty period for E-bikes/E-scooters is as follows.

During the warranty period: If the product sustains non-human-caused damage, we will provide the necessary replacement parts free of charge. Please note: The warranty covers the cost of the replacement parts only. The customer is responsible for bearing the shipping fees (freight) for sending the replacement parts.

After the warranty period: The customer is responsible for paying both the cost of the replacement parts and the shipping fees. The e-bikes/e-scooters we sell are factory-new regular products, and all replacement parts are the same as the original parts.

In order to facilitate customers to quickly solve problems with accessories, the accessories purchased separately are sold at cost price; therefore, except for DOA (Dead on Arrival), they are not covered by warranty.

 

2. Warranty coverage

 

 

The following conditions do 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 support@emoko-scooter.com.

 

Step 3: We'll diagnose your problem and if it's clear what's wrong, we'll provide a solution.

 

Step 4: When it comes to issues that can’t be diagnosed in the first place, we will send you the troubleshooting files, it will need 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 videos or pictures.

Step 5: We will verify your order information and delivery address, and reissue the corresponding accessories to you.

 

4. Contact Us

 

1) WhatsApp:

+86 19129406347（CN）Hours: 9 AM - 6 PM (GMT+8 Time), Mon - Fri,

 

2) Email:

Please email us at: support@emoko-scooter.com

We typically reply within 2 business day.