Warranty Policy
All AWD ebikes are covered under our 1-year, all-inclusive manufacturer's warranty for the owner against all manufacturing defects.
One Year Limited Warranty
The one Year Limited Warranty applies to purchases made from authorized channels of AWD eBikes. Warranty coverage is not transferable and only applies to the original owner and the original product. Please aware this warranty is only valid in the United States.
What’s covered?
Frame, forks, stem, handlebars, headset, seat post, saddle, brakes (excluding brake pads), lights, bottom bracket, crank set, pedals, rims, wheel hub, freewheel, cassette, derailleur, shifter, motor, throttle, controller, wiring harness, display (excluding damage due to water), kickstand, reflectors, and hardware.
The battery warranty does not include damage from power surges, use of 3rd party charger, improper maintenance or other such misuse, normal wear, or water damage (including rust).
What’s not covered?
- Normal wear and tear of wearable parts
- Damage caused by misuse, abuse, negligent handling, failure to perform required maintenance
- Water damage is not covered under warranty.
- Any unauthorized alterations or repairs are not covered and may void this warranty. (e.g.,. damage resulting from adding non-standard equipment, parts, or technical modifications).
- Racing or competition use
Wear Items
Items that wear down with normal use are not covered under the warranty. These items include and are not limited to: chains, rims, spokes, brake pads, tubes, tires, rotors, grips, and seats. Maintaining and replacing these parts is the responsibility of the bike owner.
Shipping Damage Claims
In rare instances, the item received may be damaged during transportation. If shipping damage occurs, please contact support@awdbike.eu and provide us with a photo or video of the damage.
IMMEDIATELY inspect your product(s) for damage. Shipping damage must be reported to AWD eBikes within 7 days of shipment arrival. we will not accept Shipping Damage Claims later than 7 days from receipt of products.
Liability Disclaimer
You are responsible for your own actions while using an electric bike. AWD eBikes is not responsible/nor liable for any accidents or injuries (whether caused by you or others) that may occur during your use. We recommend contacting your insurance provider to determine if your current insurance policy would cover you in the event of an accident.
Credit Card Chargebacks
If for any reason a credit card chargeback of any amount is an issue on an order and the customer is still in possession of the product(s) within said order, the warranty will be paused until the chargeback is resolved.
How to submit a warranty claim?
Upon receiving a properly submitted warranty claim, AWD eBikes will examine the claimed defect, and at its sole discretion. We will not replace any Product without first receiving photos and/or videos illustrating the purported damage or defect of said Product.
The Warranty Claim Process is as follows:
- Customer will be required to send their order ID to the support teamwhen filing a claim under this warranty. You can find this in the order history of the account the purchase was made through.
- Proof of purchase will be required with a warranty request. Please attach any relevantphotos/pictures showing us your bike issue. A detailed video or picture can help us accurately diagnosing the problem and processing the warranty claim.
Once the ticket is submitted, you will receive a response within 24 hours. In rare cases, our email landed in your spam folder. Remember to add our email - support@awdebike.eu to your safe sender.
Notice
AWD ebikes highly recommends that all customers have their bikes examined and tested by a certified bicycle mechanic before the first ride. A full inspection of each component on the bike will help ensure that the bicycle is safe to ride. Bikes that have been shipped may arrive with parts bent or out of adjustment. AWD ebikes makes no guarantees that the brakes, shifters, motor, stem, rims, spokes, derailleur, fork, or any other component on the bike will be properly secured and adjusted upon arrival. AWD ebikes takes no responsibility for product or incidental damage caused by loose or out of adjustment parts.
Assembly by customer is at their own risk and AWD ebikes cannot be liable for improper assembly causing damage to the bike or its components. Any damage caused by improper assembly will not be covered by AWD ebikes. Parts and/ or repair cost resulting from improper assembly will be incurred by customer - not AWD ebikes.