Warranty Info

Warranty

Please also refer to our Terms and Conditions.

Warranty – General

The following warranty terms apply across all products. Please also refer to specific terms for the following Products and Services:

  • Electric Vehicles (eBikes, eScooters, EUCs etc.)
  • Batteries

Where specific warranty terms are shown, they supplement the general warranty terms and both are applicable. Where there is a conflict between the general terms and the specific terms, the specific terms override the general terms for the conflicting elements. e.g. If both terms give a timeframe, the timeframe mentioned in the specific terms apply.

Our Warranty covers factory defects that result during normal use of the product in accordance with the manufacture recommendations. It is only offered to the original purchaser and is not transferable unless otherwise stated (see specific warranty terms). The following non exhaustive list gives examples of items/conditions that are not covered under warranty and may result in a warranty claims being rejected:

  • Abuse, Misuse, Neglect, Vandalism.
  • Normal wear and tear.
  • Damage through lack of use or poor maintenance. e.g. to bearings and seals, batteries
  • Modification or opening of the product beyond what would be reasonable and in accordance with manufacturer instructions (e.g. replacement of bulbs, fuses and similar accessible items), except where express permission has been granted (Please see Warranty Repairs section for further details).
  • Consumables such as bulbs, fuses, small batteries (e.g. AA, button cells etc.).
  • Cosmetic damage.

All Warranties are:

  • Limited to the purchase price of the product.
  • Limited to the actual fault. They do not cover consequential losses.
  • Subject to availability of parts from the original manufacturer/supplier.
Warranty Duration

Our Warranty duration is as follows, unless otherwise indicated in the specific warranty terms or product listing:

  • Non electrical items or items, items where electrical element is not a core function (e.g. Clothing, safety gear) – 90 days
  • Electrical accessories (e.g. Chargers) – 90 days for products up to £40. 180 day for products over £40.
  • Electrical products (not accessories – e.g. mobiles phones, GPS Navigation) 12 months
Warranty Repairs
  • For goods not being returned to to the store in person and for larger items, returns should only be sent after obtaining written authorisation, including a ticket reference and returns instructions.
  • Goods being returned for repair must be sent in a safe manner using suitable protective packaging and labelling. The sender is responsible for ensuring that the goods are delivered undamaged in a safe, legal manner. We would strongly recommend taking appropriate insurance cover for goods of high value.
  • Warranty repairs may only be undertaken by authorised personnel. The product should not be opened or modified by the owner without prior approval. Where authorisation is given, only the specified work authorised may be carried out. The owner must ensure that that any work carried out is done to a good standard and only undertaken by competent persons skilled in the required tasks. Failure to apply due care could be dangerous and/or invalidate your warranty.
  • Warranty cover is provided on an RTB basis and the buyer is responsible for returning the goods for repair at their cost.
  • The owner must arrange collection of the goods or pay the return cost where any of the following apply:
    • No fault can be found.
    • The problem is not covered under warranty.
    • Other arrangements have not been agreed with the sender.
  • Where a warranty repair is rejected, you will be sent notification accordingly and a reasonable effort made to contact you. Goods must be collected or return shipping charges paid within 14 days of this.
  • If you do not collect the goods or pay return shipping charges within 14 days of being sent notification:
    • Additional storage charges may be applied.
    • Goods may be held until all charges are paid.
  • If you do not collect the goods or agree to other alternative arrangements within 60 day:
    • The goods may be treated as no longer wanted.
    • The goods may be treated as abandoned and you give consent to us taking ownership of the goods without any recompense.
    • NOTE: As a gesture of good will, we may at our discretion, offer some recompense after taking account of costs and inconvenience.
    • Where disposal of goods incurs a significant cost, you will be reimburse us for the time and costs incurred.

Warranty – Electric Vehicles (eBikes, eScooters, EUCs etc.)

Please also refer to the “Warranty – General”, “Warranty – Battery” sections of this page as well as our Terms and Conditions.

For warranty length, please refer to product description. Unless otherwise stated, all NEW PLEVs (eBikes, eScooters and EUCs etc.) come with a Standard Warranty of:

  • Battery – 6 months
  • Other major components – 12 months.
Common Warranty Terms across all PLEVs (eBikes, eScooters, EUCs etc.)
  • Limited to mileage as follows depending on warranty period:
    • For 12 months, 2000KM, for 24 months, 4000KM.
    • For units not listed as new (ex display, demo, exchange, refurb. etc.), mileage will be scaled according to portion of 12 month warranty period offered. e.g. If warranty is normally 2000KM and the unit is sold with a 6 months warranty, then it will also have a 1000 KM limit.
    • In order to  to ensure that the vehicle has/is being used/maintained appropriately and in accordance with the warranty terms (e.g. before deciding on part replacement), we may require you to share product information. This would typically be in the form of a photo, short video clip or video call to help validate relevant information regarding the product.
  • Battery Maintenance – Please see the Battery specific section of this document, as they also apply for battery packs included within the vehicle as part of the device at the time of sale.
  • The Warranty covers factory defects that result during normal use of the product in accordance with the manufacture recommendations. The following non exhaustive list gives examples of items/conditions that are not covered under warranty and may result in a warranty claim being rejected:
    • Abuse, Misuse, Neglect, Vandalism.
    • Damage resulting from a drop, crash or other impact.
    • Normal wear and tear.
    • Damage through lack of use or poor maintenance. Not only for the batteries, but also other parts such as suspension, bearings and seals.
    • Modification or opening of the product beyond what would be reasonable and in accordance with manufacturer instructions (e.g. replacement of brake pads or adjusting the brake cable tension), except where express permission has been granted (Please see Warranty Repairs section for further details).
    • Consumables such as Tyres, Inner Tubes, Brake Pads/Disks including installation.
    • Cosmetic damage.
    • Damage from water or other material ingress unless the the manufacturer agrees the device was used in accordance with the manufacturer recommendations. This should not to be confused with promotional material where devices are being used beyond their rated dust/water resistance (if any).
    • Reduced battery capacity. Some reduction of battery capacity is to be expected over time, even when properly looked after. For warranty purposes, a loss of up to 20% over the duration of the warranty would be deemed normal.
    • Damage caused by the use of 3rd party products (e.g. Fast Chargers)
    • Damage caused by stresses and loads as a result of an excessive number of and/or extreme stunts, jumps, curb/stair drops curb/stair climbs, over loading, over powering etc.
    • NOTE: We are not trying to be killjoys, we love watching YouTube videos of people doing jumps, stunts, stairs, riding through pools of mud and water etc. But these vehicles are not designed to take this level of abuse on a regular basis and just carry on working. Some component failures are inevitable if doing these kinds of activity. So if you are into this stuff, make sure you take care and gear up, be prepared to pick up the tab and we will be happy to do our best to get you back up and running.
  • Warranty Transfer –  Vehicles are only warrantied with the original purchaser unless otherwise stated. Where the warranty is transferable from the original purchaser to a new owner as indicated in the warranty type, it is subject to the following restrictions.
    • We may require the new owner to be responsible for all transport costs, including the cost of return to them following a warranty repair.
    • Warranty may only be transferred once, from the original purchaser to the new owner. No further transfers will be accepted for Warranty purposes. For the transfer to be accepted for warranty purposes, the following conditions must be met:
      • We must be informed of the planned transfer of ownership prior to it taking place and be given the contact details of the potential new owner, so that we can keep them on our records and contact them and ensure they are aware of the warranty terms etc. Transfer of ownership should not be done until we have contacted the potential owner and discussed the terms with them.
      • We may require inspection of the goods prior to the transfer (this could be remotely through photos, video call etc.).
      • We must be satisfied and agree to take on warranty support with the potential new owner. We reserve the right to turn down support entirely at our discretion. Examples of reasons for not agreeing to take on warranty support with a new owner include but are not limited to:
        • Complications such as the location of the new owner making support difficult.
        • Intended/previous usage being outside the manufacturer recommendations.
        • The condition of the goods prior to transfer  i.e. Any issues must be addressed by the initial owner before transferring ownership.
      • For 12 month Warranty, the transfer must be within the first 9 months of the initial sale.
      • For 24 month Warranty, the transfer must be within the first 18 months of the initial sale.

Warranty – Batteries

Please note, warranty period for Lithium Ion batteries included as as standard as part of the vehicle will be as per the timeframe listed in the Vehicle section and Product Listing.

  • Battery Maintenance – Batteries require proper care. Failure to look after them can result in premature degradation of the battery, even to the point of becoming hazardous. Hence it is essential that for both warranty and for safety reasons:
    • Batteries should not be stored for long periods in a state of being fully charged/close to fully changed or fully discharged or close to fully discharged (a few days is fine). Ideal storage charge for a battery should be around 60-70% of full charge. Note that the battery may still gradually discharge and so should not be left like that for longer periods.
    • Batteries (and devices containing them) should be stored in cool, dry conditions (not freezing/close to freezing).
    • Batteries (and devices containing them) should not be operated in extreme temperatures or immediately operated after being moved between hot and cold climates. Sudden changes in temperature can lead to condensation forming and causing moisture damage.
    • Lithium batteries (and devices containing them) must always be stored and operated in line with manufacturer recommendations. Please pay particular note to temperature and humidity points mentioned above.
  • New Batteries will be warrantied for 6 months from date of initial sale (Batteries sold as part of a Vehicle may have longer warranty).
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