Warranty

EKXBIKE only provides a 12-month product warranty to the original retail purchaser. The product warranty is 12 months from the date of purchase, during which time EKXBIKE provides consumers with free repair spare parts (within the warranty scope) and online technical support.

If you need to apply for warranty, you need to send us a warranty application email: info@ekxbike.net

The email format is as follows:
Subject: "Warranty Claim for E-bike" + "Order Number"
To: info@ekxbike.net
Body:
1. Introduce yourself & explain the problem
Self-introduction (nickname or name) + brief description of the request (warranty repair, return and exchange, warranty repair, technical consultation, etc.) + product description (model, color, specifications, etc.) + problem details (specific fault manifestations, such as failure to start, battery failure, brake failure, etc.) + measures taken (if basic troubleshooting or repair attempts have been made, you can briefly explain)
2. Provide key information
Order information (order number, purchase date)
Warranty certificate (invoice, electronic receipt, screenshot of order confirmation email)
Product serial number (usually on the product or packaging)
Recipient information (name, address, contact information)
3. Expected solution
Warranty Repair
Replacement
Refund, if applicable
Technical support
4. Additional documents
Invoice/receipt (PDF or screenshot)
Product photo (showing the faulty part, such as damage)
Serial number photo (usually on the car body or packaging)

Under warranty：

12-month warranty on Frames and Stems only. And 6-month on Motor, battery, controller and display. 3-month on Throttle, lights and brakes.
See details below :

Bike Body (12 months)	Core Electrical Parts(6 months)	Other Parts (3 months)	Components subject to wear(1 month)
E-Bike Frame	Front-wheel with Rim	Electronic throttle	Handlebar Grips
Stem (metal)	Motor-6months or 10,000km	Head light	Front & rear Tyre
Handlebar (metal)	Rear fork assembly	Taillight	Front & rear Inner Tube
	Display (In-car Computer)	Brake lever	Front & rear fender
	Motor Controller	Brake cable	Front fork
	Battery pack	Brake caliper	Kickstand
	Battery charger	Saddle	brake cables
		Post for saddle	Transmission gears

Notes: The rest parts which are not stated above are NOT covered by the WARRANTY including but not limited to all Wear and tear items: Shifter, Bearings, Brake Pads, Disc Pad, Chains, Free Hub Bodies, casings, Spokes, Sprockets, Stripped threads/bolts, Tools, Fasteners (screws) and Rubber moving parts.

Not covered by Warranty：

If the electric bicycle or its parts are damaged due to man-made damage or out of warranty, EKXBIKE can provide consumers with a 12-month supply of replacement parts to ensure that the product remains usable. Purchase parts, the price list will be updated at any time.

Note! The following conditions are not covered by warranty：

I. Electrical damage caused by improper use of the battery such as using an unapproved charger; Battery is longtime left uncharged, or plugging the power cable in the wrong way is not covered. Please charge battery responsibly and regularly (at least one time per month). If your battery can not be charged because you keep it uncharged more than 1 month, the battery may enter into deep sleeping mode that can not work again. You have to buy new battery with your own cost.

II. Water damage caused by improper use in snow, wet or flooded conditions is not covered. Our products are rain resistant, not waterproof. Please use with care!

III. Damage caused by accidents, disasters, or improper use such as racing or jumping or overweight is not covered.

IV. Damage caused by not following the User’s Manual or not following proper maintenance procedures is not covered.

V. The warranty does not cover any damage or missing parcels caused by courier services. Once our products leave warehouse EKXBIKE Official Store has absolutely no control over them. However, EKXBIKE Official Store is willing to assist the buyer in getting compensation from the courier service. EKXBIKE Official Store suggests the buyer to contact the shipping carrier first for the proof of any missing or broken items. This proof is the key to get any compensation.