Warranty

Warranty Coverage

  • Warranty period

ELEKGO warrants the product for a period of one year from the original purchase date of delivery.
Bike 1-year Warranty: We offer 1-year warranty for the bike.
Battery half-year Warranty: We offer a half-year warranty for the Battery.

  • Warranty channels

This warranty policy only applies to products purchased directly from our online store “elekgo.eu”. Please contact the third-party purchasing platform or the original dealer about warranty policy if you buy products from them.

  • Warranty does not cover:

Wear items. Wear and tear refers to the damage that naturally and inevitably occurs during normal riding. Wear items include but are not limited to:

Brake Pads
Rotors
Spokes
Tires (Inner Tube/Outer Tire)
Chains
Chain Rings
Cassettes
Crankset
Parts compromised due to corrosion due to the elements (moisture, heat, etc.).
Damage or deterioration of the product's surface finish, appearance, or aesthetics.

The above consumables are not covered by the 1-year warranty. If needed, we will still provide support for these accessories and charge a certain reasonable fee.

Batteries. Battery issuess that are excluded from this warranty include but are not limited to:

Ordinary wear and tear;
Product that has the label or encoding removed, defaced, damaged, altered, or made illegible;
Where any of the seals on the battery are broken or show evidence of tampering;
Defects or damage resulting from external causes such as collision, fire, flooding, windstorm, lightning, earthquake, exposure to weather conditions, theft, blown a fuse, or improper use of any electrical source;
Caused by charging with an unsuitable battery charger or improper use of the battery charger;
Where the battery has been used in equipment other than the bike for which it is specified;
Battery and e-bike related issues after using batteries from non-specific e-bike models.

Frame. Frame issues that are excluded from this warranty include but are not limited to:

-Corrosion
-Paint fade, scratches, impact marks
-Impact damage
-Nonreversible modification (drilling/welding)

Warranty process

  • Initiate warranty process

When you need warranty, please contact support@elekgo.eu. You need to provide the order number (the prefix of the order number is EGEU), describe the fault of the product, and provide relevant photos or videos.

ELEKGO customer service can only replace accessories for you after seeing photos or videos of the damaged product.
Please note that before the issue is completely resolved, you should stop using the product(s) for your safety.
  • Customer service of ELEKGO will work with you on the problem with your product(s) to identify potential resolutions.

Depending on your situation, possible remedies may be:

We provide relevant repair videos and accessories and guide you in performing simple repairs yourself;

We allow you to choose a professional bicycle repair shop for repairs and reimburse part of the repair costs incurred;

Put the product into the original package and transport it back to the ELEKGO maintenance warehouse for processing. The technician will send it back to you after repairing it. (Therefore we recommend that you keep the outer box for a certain period of time after receiving the product) No logistics fees will be charged during the one-year warranty period.

Replacement or refund

We only accept replacements or refunds for brand new products.

  • For a replacement: We will send you a prepaid return label so you can return the product. After receiving your returned package, our warehouse will send you a brand new product again. We will reship your item within 1 working day after the warehouse receives your return and provide you with a new tracking number.
  • For a refund: Our after-sales service staff will review the situation and if the product has not been used, we will refund you. If the product has some traces of use, you will need to pay usage fees and shipping costs. If the product is used for more than 1 month, it will only be repaired or replaced.

Important hint

Please note that you should always contact ELEKGO for warranty claim and get a prior notification and authorization from us before taking further action. Unauthorized repairs hinder our ability to review the defect and decide whether it falls under the warranty. The warranty may be void if you or third-party attempt to repair the product(s) without a prior notification and authorization from ELEKGO.