Our new warranty policy, effective from March 22, 2024, will provide benefits to customers who make purchases from this date onwards, while those who purchased before will continue to receive the one-year warranty.
At Velowave Bikes, we take great pride in the quality and durability of our products. We're confident that you will be impressed as well, and we stand behind all of our products. Every ebike we sell is covered by a limited warranty against manufacturing defects subject to the terms below.
Covered Products
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This warranty applies only to products, parts, and components (hereafter PRODUCTS) that have been manufactured, assembled, or sold in new condition by Velowave Bikes.
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This warranty applies only to replacement repair of PRODUCTS in case of a manufacturing flaw in materials or workmanship, in accordance with the Scope of Warranty Service, and subject to any and all exclusions, limitations, and procedures explained below.
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This warranty is not transferable in any way and may not be exercised by anyone other than the original retail buyer (hereafter BUYER) of the PRODUCTS, only if the BUYER has retained constant ownership of the PRODUCTS since their original purchase of the PRODUCTS and only to PRODUCTS purchased in new condition either.
Warranty Period: 2 Years
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Battery packs are covered for a 2-year Warranty from the date of original retail purchase or up to 300 charging cycles, whichever occurs first. The batteries are designed to retain up to 75% of their original capacity during that time.
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Other electronic components including the motor, controller, display, charger, and throttle are covered under a 2-year warranty from the date of purchase.
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Bicycle frames are covered by a 2-year warranty against manufacturing defects.
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Mechanical components are covered by a 1-year warranty against manufacturing defects.
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For all PRODUCTS, this warranty period is counted from the date the products were delivered to the BUYER unless excluded from warranty or otherwise voided from coverage under warranty.
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New Bike Guarantee - we offer full replacement of defective parts with free shipping within the first 30 days of your bike order. After 30 days the customer is responsible for all return shipment costs to Velowave.
Apart from manufacturing defects that could be present, parts that wear due to normal use
such as :
- Bearings
- Brake Pads
- Chains
- Free Hub Bodies
- Handlebar Grips
- Rubber moving parts
- Shifter, brake cables and casings
- Spokes
- Sprockets
- Stripped threads/bolts
- Tools
- Transmission gears
are not included in the warranty but may be replaced on a case-by-case basis within the first 60 days. We shall not be liable if you install, operate, clean, or maintain your ebike without following the owners' manual instructions. Misuse, abuse, alteration, and natural disasters are not included in this warranty.
Note: No official warranty is provided for used e-bikes.
14 DAYS RETURNS
For e-bike products: We allow you to return any item in new and unused condition within 14 days of receipt for a refund with no restocking fee, minus $200 shipping fee ($200/item deducted from refund). The customer is responsible for arranging and paying any charges for return shipping, which may vary depending on the shipping company selected. For customers who want to return the product for their own reasons, Velowave will not bear the shipping cost of returning the package. If you customers require Velowave to provide a return label, customers will need to pay an additional return shipping fee.
Returns of used items. Any items returned in a used condition may be returned within 14 days. However, there is a return shipping fee of $200 per item and a restocking fee of fifty percent (50%) of the purchase price (both deducted from refund), in addition, the customer is responsible for arranging and paying any charges for return shipping, which may vary depending on the shipping company selected. For customers who want to return the product for their own reasons, Velowave will not bear the shipping cost of returning the package. If you customers require Velowave to provide a return label, customers will need to pay an additional return shipping fee.
To be eligible for a return, the customer must meet the terms instructed below:
- Must be in like-new condition and free from dirt, dust, or fragrances
- Must be in the original packaging (all cardboard and foam) and condition that you received it
- Must include all items that were included inside the box (charger, keys, hardware, etc.)
- The ebike must be under ten (10) miles on the odometer
For accessories products: any returned accessory or replacement part must be unused, free of wear and tear, dirt, dust, fragrance, or other signs of use. It must be sealed and unopened in the same packaging and condition you received it. We will charge $20 for sent out shipping & restocking ($20/item will be deducted from the refund). The customer is responsible for arranging and paying for return shipping, which may vary depending on the carrier selected.
Please notice: if a customer decided to arrange the return shipment by himself and the request has been confirmed by Velowave’s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. Velowave will not be responsible for any damage, loss, or other accident to the shipment arranged by the customer.
Non-returnable/non-refundable Items:
- For an ebike that has been delivered for more than 14 days or used for more than 10 miles, we do not accept returns anymore and follow our warranty policy.
- Used Products, batteries, special orders, sale items, and gifted orders shall not be returnable except in extreme cases of breakage/malfunction covered by our warranty, and then only after receipt of our approval for the return.
