Warranty Claims

We're striving to ensure your buying experience is as enjoyable as possible. Our main aim is to provide exceptional customer service, not just when everything's smooth sailing, but also when things hit a snag. No one can guarantee a product will never fail, and ours is no exception. You might find yourself with a breakdown smack bang in the middle of nowhere, in the cold, or in the dark. Getting home with a faulty bike might pose a challenge. Later on, to fix the issue, our service team might ask you to run through some troubleshooting steps that could be time-consuming and possibly beyond your expertise. You might even have to repack the bike and send it back to our service center. It can all be a bit frustrating, and we get that. But here's the good news – the rate of major electrical or mechanical failures of E-DASH bikes under warranty is low on average, so in most cases, you won't face such hurdles. However, in the rare event of a failure, rest assured we'll spring into action immediately to sort it out pronto. Just bear in mind, in such a scenario, we need a positive and cooperative attitude from you; otherwise, we might struggle to pinpoint the root cause of the problem and resolve it effectively. Making a Claim: Claims under this warranty should be made directly to the seller via email or through our website's ticketing system. Proof of purchase is required. If requested by the seller, you'll need to provide photos and/or videos of the defect. Additionally, you'll need to carry out troubleshooting steps, which may sometimes get a bit technical, as requested by the seller. Assessment and Resolution: The seller's technical team evaluates the claim and determines whether a failure is covered by the warranty or not. The decision of our technical team must be adhered to by both parties. When the cause of a failure cannot be reasonably determined, we'll foot the bill for replacement/repair in favor of the customer. If a failure cannot be detected through standard troubleshooting methods (e.g., the bike won't turn on, and the cause can't be identified), we may ask you to send us some parts of your bike or, in exceptional cases, the entire bike. Alternatively, we could send you spare parts such as the battery, motor, LCD screen, controller, etc., to swap, test, and return the faulty one. Before we can send a spare part, we must receive the defective part. Packaging and Technical Know-How: We suggest you hold onto the bike boxes and bike accessories, as you may need them if you need to return the bike or a part to our service center. Customers are required to have a certain level of technical know-how or possess the necessary tools to retrieve their system remotely and safely with our assistance.