Warranty Policy
LIMITED WARRANTY AND POLICY ON REPLACEMENT PROCEDURES & RESPONSIBILITIES
All EUNORAU bikes are covered under our manufacturer's all-inclusive warranty for the original owner against all manufacturing defects.
Due to different production batches or improvements of eunorau ebikes, different parts & accessories applied will be changed without prior notice. and we guarantees that equal or higher quality of the changed ones will be used for instead. so that difference parts & accessories can not use as the reason for quality return and/or after-sales service application.
WARRANTY PERIOD AND TARGET AUDIENCE TERMS
The warranty would be registered automatically when the initial purchaser ordered it in the online shop. So the warranty is under the INITIAL PURCHASER and the warranty date would be started since the initial owner has received it.
As for the warranty transfer, the ebike transfer can only enjoy the warranty when the following two conditions are met at the same time:
1. The under-warranty package hasn't expired since the initial owner has received it.
2. You have the initial owner's name & the initial order number.
COVERED PRODUCTS
EUNORAU will replace any component that is deemed to be defective or damaged (including damage incurred during shipment) without user error. The warranty covers the listed products and follows the terms below:
FRAMES:
EUNORAU ebike frames are covered by a replacement warranty for 5 years base on frame production date.
This warranty includes a replacement frame only. Labor charges to changeover parts to replacement frames are not included. Changeover labor must be performed by an authorized EUNORAU.
EUNORAU reserves the right to use scratch and dent stock when replacing a frame under this warranty. Frame styles and/or colors not in stock may be replaced with a compatible style and/or color at the discretion of EUNORAU.
Frame issues that are excluded from this warranty include but are not limited to:
Corrosion
Paint fade, scratches, impact marks
Impact damage
Non-reversible modification (drilling/welding)
Chain guard mount to the frame if applicable
BATTERIES
EUNORAU batteries are covered by a 2-year prorated warranty.
At 85% and above, the capacity of battery is considered as a good health after 2 years of natural use.
During 2 years of service – A defective battery will be repaired or replaced at no cost to the customer. The warranty period for a repaired or replaced battery remains unchanged based on the original purchase date.
No cash reimbursement will be made.
No warranty for defects or damage caused by water ingress.
The forward & return freight that item ships to official maintaince & repair department is on your own expense.
Batteries can be assessed and found defective directly by EUNORAU only.
After the first year of service – A prorated credit, based on months of service, will be applied toward the purchase of a new battery (More detail, see below). Batteries purchased at pro-rated cost will have a new one-year warranty based on the pro-rated purchase date.
Within 6 months -20%*sale price credit
Within 12 months -10%*sale price credit
Beyond 12 months -6%*sale price credit
Then the credit will be refunded to the purchase account after the purchase finished, please contact the service team at service001@ebikerepairfactory.com
In addition, with respect to the battery, this Limited Warranty does not cover defects or damages:
Caused by charging by a battery charger not intended or appropriate for use with the Battery or the improper use of a battery charger.
Where any of the seals on the battery are broken or show evidence of tampering.
Where the Battery has been used in equipment other than the bike for which it is specified.
OTHER PARTS & COMPONENTS:
Original other EUNORAU parts & components are covered by limited warranty, as following:
12 months: Mid-drive/Hub motor, Fork, Headset, Battery Base, Display, Controller, Pedal Sensor, Speed Sensor, Throttle, Motor Switch, Charger, Brake Lever, Dual Battery Converter, Programmer, Rear Shock, Rim, Bottom Bracket, Crankset, Disc Brake Caliper, Handlebar, Stem, Seat Post, Seat Post QR.
* Note: the forward & return freight that the motor ships to official maintaince & repair department is on your own expense.
6 months: Pedal, Chain, Kickstand, Rear Derailleur, Derailleur Hanger, Front Light, Rear Light, Shifting Lever, Saddle Bag, Tailgate Pad.
3 months: Spoke, Cable & Wire.
NOT COVERED PRODUCTS:
No warranty other than shipping damage.
Ordinary wear and tear not the result of defects in workmanship or materials. Wear and tear can be assessed by EUNORAU. Parts not typically covered include but are not limited to:
Battery Case
Battery Lock
Key
Fender
Rear Rack
Basket
Bell
Saddle
Grip
Brake Pad
Brake Rotor
Chain Guide
Tire
Chain Ring
Sprocket
Saddle
Reflector
Frame Hinge
Free Tool Kit
Free Accessories
Free Gift
Others
Parts compromised due to corrosion due to the elements (moisture, heat, etc).
Damage or deterioration of the surface finish, appearance, or aesthetics of the product.
Labor charges for part replacement or changeover.
Defects or damage resulting from accident, abuse, misuse, abnormal use (including but not limited to stunt riding, racing, or other similar activities not consistent with the intended use of the Products), improper storage, abnormal exposure to liquid, chemicals, moisture, abrasives, sand or dirt, neglect, or abnormal physical, electrical or electromechanical stress.
Scratches, dents, and cosmetic damage not caused by EUNORAU.
The product that has the serial number or the bar code removed, defaced, damaged, altered, or made illegible.
Defects or damage to the Products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by EUNORAU with the Products.
Defects or damage caused by man-made damage, self-modification, improper assembly, testing, operation, maintenance, installation, service, repair, or adjustment in a manner that varies from Assembly Instructions & Owners Manual.
Defects or damage caused by artificially installed accessories that do not match the vehicle, so that the original accessories and other accessories are damaged, or errors cannot be technically identified and analyzed.
Defects or damage resulting from external causes, such as collision, fire, flooding, windstorm, lightning, earthquake, exposure to weather conditions, theft, blown fuse, or improper use of any electrical source.
TWO YEAR EXTENDED WARRANTY
The warranty items covered by this paid service include Display, Controller, Battery, and Motor.
Warranty Claims
All claims to this warranty must be made through EUNORAU. and submitted to service001@ebikerepairfactory.com. Proofs of purchase and photos or videos of the damaged product are required with any warranty request. Before making a warranty claim, we suggest that you contact us at service001@ebikerepairfactory.com as there may be a simple fix for your problem. Valid warranty claims will be processed through EUNORAU within above specific period of initial purchase.
EUNORAU will not replace any part without first seeing photos or video of the damaged product. Customers need to provide us with evidences by email.
Shipping Damage Claims
In rare instances, the item received may be damaged during transportation. If shipping damage occurs, please contact service001@ebikerepairfactory.com and provide us with photo or video proof. Moreover, all free accessories will not participate in the replacement or compensation if they cause scratches during transportation.
NOTE: we will not accept Shipping Damage Claims later than 7 days from receipt of products. REPAIR SERVICE for offline bicycle store, EUNORAU will only provide free replacement parts. We do not reimburse any labor costs produced in the repair service.
Recommendation
All must-have STANDARD or CUSTOM electric bike spare&replacement&repair parts, accessories and tools ect, go and find out on eBike Repair Factory (BKRE). If any inquiry, you can contact their service team at info@ebikerepairefactory.com.
Return Policy
Cancellation
We accept order cancellation before the product is shipped or produced. Once the order is canceled, you will get the full refund through the original payment route. while we cannot cancel the order if the product already has been shipped out. Moreover, To prevent loss or damage when return, please do do not reject the delivered ebike, and do receive the package first, then contact us via Livechat / Phone / Email immediately, we will call the UPS/FedEx to pick up door to door and take it back. The left refund that has deducted the certain shipping cost will be applied to the original card used in the transaction. Appreciated for your kindly cooperation in advance.
Returns (if applicable)
We accept a return on products. Customers have the right to apply for return within 7 calendar days after the receipt. To be eligible for a return,customers must receive the product in 100% new, Re-sellable condition. Merchandise is not eligible for a refund if it has been assembled, ridden, worn, used, abused, damaged in any way. The merchandise must arrive complete, including warranty cards, manuals, accessories,promotional material, and in the original packaging.Customer must initiate return shipment of the merchandise within 7 calendar days after the delivery date, and pay for the shipping cost to EUNORAU’s warehouses located in the US/AU/EU/UK. We will finish the inspection within 5 days after receipt of the product. If the returned products are not in original condition according to Clause, we will refuse a refund.If the returned products are in original condition according to Clause, and the reasons attributable to the EUNORAU, we will agree to refund the full paid amount, while the reasons attributable to the Customer, we need to deduct the shipping cost first, then the left part will be refunded.
* Annotation:
1) The reasons attributable to the Customer if:
Customer placed wrong order or purchased wrong/unwanted product ect.
The product was shipped back without admittance from EUNORAU.
The product was damaged when shipping back.
2) The reasons attributable to the EUNORAU if:
Eunorau shipped out the incorrect product;
The product shipped was damaged or defective;
The product was damaged in shipping out.
Refunds (if applicable)
Progress time: 1-3 business days.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@eunorau-ebike.com.
Please contact our Customer service at info@electricsportscompany.com to get the returned address.
Shipping Information
Processing time: 1-3 business days.
Shipping time: Based on the Country and Shipping methods.
Shipping methods:
A.Electric bikes ship to the lower 48 States FREE SHIPPING by Fedex/UPS from warehouses located Las Vegas. Estimate delivery time 5-7 days.
Electric bikes ship to Hawaii / Alaska & other countries, please choose +500USD shipping method when you check out the order. Estimate delivery time 7-15 days.
Electric bikes ship to Canada by UPS from from warehouses located Toronto & Vancouver, Included Duties & Taxes, please choose +100USD shipping method when you check out the order. Estimate delivery time 7-15 days.
Electric bikes ship to Australia from warehouses located Melbourne with FREE SHIPPING.
B.Conversion kit&Parts ship by Fedex/UPS from factory. Estimate delivery time 7-10 days.
Order more than 100USD, FREE SHIPPING;
Order less than 100USD, +20USD as shipping fee;
C.Battery ship by Fedex with FREE SHIPPING from factory. Estimate delivery time 10-15 days.
D.Spare parts, less than 100USD ship by Economic Post from factory. Estimate delivery time 15-30 days.
If you prefer to ship by Express, please choose +15USD shipping method when you check out the order. Estimate delivery time 5-7 days.
E.Shipping instructions: FREE SHIPPING.
Note:
(1) If the delivery address is determined by the freight carrier as a remote area, a certain shipping fee needs be charged based on the original free shipping or charged shipping fee.
(2) If out of stock at local & nearby warehouse, Conversion kit & parts and Batteries you purchased will directly ship from China. If applicable, there may be no tracking progress generation from UPS/FedEx until the package arrives destination country and clears customs. Estimate delivery time 10-15 business days.
(3) Affected by Covid-19, there may be some delay on the delivery.
* Sincerely appreciated for your most patience in advance!
