1 YEAR LIMITED WARRANTY POLICY FOR ELECTRIC BIKES
Policy changed from 6 months to 1 year on 8/15/2022
Limited Warranty Period This Limited Warranty covers all defects in material and workmanship of the Product arising or occurring as a result of your normal and ordinary use of the Product. In the event a defect covered by this Limited Warranty occurs, GOTRAX will repair or replace your Product in accordance with the terms of this Limited Warranty. The applicable period for the Limited Warranty begins from the later of either: (i) the original purchase date of the Product from an authorized GOTRAX Distributor or Dealer
Vehicle Body - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1 year
Frame
Rear Wheel Hub Motor Assembly
Front Fork and Neck Assembly
Rear Fork Assembly
Handlebars
Dashboard / Console
Stem
Spring Cable
Charge Port Failure (dirt/water/mud in port not covered)
Bottom Cover (Metal)
Other Components- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -180 days
Battery Charger
Battery Pack
Electronic Throttle
Electronic Brake
Components Subject to Wear - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 90 days
Handlebar Grips
Handlebar Ends 2
Rear Wheel
Headlight
Front Fender
Rear Fender
Brake Light
Deck Rubber
Front Fork Cover
Folding Pedal Cover
Reflective Stickers
Bottom Cover (Plastic)
Kickstand
Fastener Covers
Charge Port Cover
Replacements and Repairs: (i) the remainder of the original Limited Warranty for the Product; or (ii) 90 days to 1 year (depending on the part, read above) from the consumer’s date of receipt of the replacement or repaired Product.
COVERED PRODUCTS
GOTRAX will replace any component that is deemed to be defective or damaged (including damage incurred during shipment), except in case of user error. The warranty covers the listed products and follows the terms below:
Frame
Gotrax ebike and e-scooter frames are covered by a replacement warranty for 1 Year
This warranty includes a replacement frame only. Labor charges associated with transferring parts to replacement frames are not included.
In the event that the processing of a warranty claim requires shipping, any such shipping charges are the responsibility of the bicycle's owner. During the duration of this limited warranty, GOTRAX will either repair any defective frame or component, or, at our option, replace any defective frame or component with the same or most nearly comparable model or component then available. An authorized GOTRAX service representative will determine if the frame meets the replacement standard.
GOTRAX 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 GOTRAX discretion.
Frame issues excluded from this warranty include but are not limited to:
Corrosion
Paint fade, scratches, and impact marks
Impact damage
Non-reversible modification (such as drilling or welding)
Chain guard mounted to the frame, if applicable
Batteries
GOTRAX batteries are covered by a 6 month prorated warranty.
During the first 6 months 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 will remain unchanged from the original purchase date.
No cash reimbursement will be made.
Batteries can be assessed and found defective directly by GOTRAX only.
This Limited Warranty does not cover:
Defects or damage resulting from accidents, 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, chemical exposure, moisture, abrasives, sand or dirt, neglect, or abnormal physical, electricalor electromechanical stress;
Defects or damage caused by private modification;
Scratches, dents, and cosmetic damage, unless caused by GOTRAX;
Products that have the serial number or bar-code removed, defaced, damaged, altered, or made illegible;
Ordinary wear and tear;
Defects or damage to the Products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by GOTRAX for the Products;
Defects or damage caused by the assembly, testing, operation, maintenance, installation, service, repair, or adjustment of the Products in a manner that varies from the Assembly Instructions or Owner's Manual;
Defects or damage resulting from external causes such as collision, fire, flooding, windstorms, lightning, earthquakes, exposure to weather conditions, theft, blown fuses, or improper use of any electrical source.
In addition, with respect to the battery, this Limited Warranty does not cover defects or damage resulting from following actions or situations:
Charging with a battery charger not intended or appropriate for use with the Battery;
Using a battery charger improperly;
If any of the seals on the battery are broken or show evidence of tampering;
If the Battery has been used in equipment other than the Scooter / Bike for which it is specified.
Parts & Components
Original GOTRAX parts and components are covered by a 3 Month to 1 year (see above for which time period the part falls under) limited warranty. (If more than 15 days have passed since the date of receipt of the bike, the replacement of parts within the warranty period will require shipping costs.)
This Limited Warranty does not cover:
Parts compromised by corrosion due to exposure to the elements (moisture, heat, etc.);
Damage or deterioration of the surface finish, appearance, or aesthetics of the product;
The Warranty of the frame, forks, handlebar, seat post, saddle, brakes, lights, crank-set, pedals, rims, wheel hub, freewheel, cassette, derailleur, shifter, motor, throttle, controller, wiring harness, LCD, kickstand, reflectors, and hardware only extends one week after receiving the goods. Parts damaged during use after seven days will be charged to the customer;
Labor charges for part replacement or changeover;
Defects or damage resulting from accidents, 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 GOTRAX;
Products with the serial number or 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 GOTRAX for the Products;
Defects or damage caused by improper assembly, testing, operation, maintenance, installation, service, repair, or adjustment in a manner that varies from the Assembly Instructions or Owner's Manual;
Defects or damage resulting from external causes, such as collision, fire, flooding, windstorms, lightning, earthquakes, exposure to weather conditions, theft, blown fuses, or improper use of any electrical source.
Ordinary wear and tear not resulting from defects in workmanship or materials. Wear and tear can be assessed by GOTRAX. Parts not typically covered include but are not limited to:
Brake pads
Rotors
spokes
Tires/tubes
Chains
Chain rings
Cassettes
Crank-set
Screws
Fenders
Keys
CLAIMS PROCESS
1. WARRANTY CLAIMS
All claims to this warranty must be made through GOTRAX and submitted to support@gotrax.com. Or through our claim page here. Proof of purchase and photos or videos of the damaged product is required to be submitted alongside any warranty request. Before making a warranty claim, you are encouraged to contact GOTRAX via support@gotrax.com, as there may be a simple fix for your problem that does not necessitate filing a claim. Valid warranty claims made within 1 Year of initial purchase will be processed through GOTRAX.
GOTRAX will not replace any part without first seeing photos or video of the damaged product. Customers must provide this evidence by email.
Attention: GOTRAX will offer free components and replacement parts (while shipping fees are not included), and any installation fees will not be covered by GOTRAX without the after-sales team’s authorization.
2. SHIPPING DAMAGE CLAIMS
In rare instances, the item received may be damaged during transportation. If shipping damage occurs, please contact Support@GOTRAX.com and provide us with photo or video proof.
No free accessories are eligible for replacement or compensation if they are scratched during transportation.
NOTICE: We will not accept shipping damage claims filed more than 7 days after receipt of any products.
REFUND POLICY
Eligibility Dates
Return Period 14 Days
Warranty Parts or Repairs 1 Year - Electric Scooter / E-Bikes
Paid Parts or Repair - 1 Year +
Domestic (U.S.) Customers
Products purchased through an authorized retailer must follow the return policies of the retailer and cannot be returned to GOTRAX directly. Products purchased through our website are subject to the terms and conditions below:
RETURNS AND CANCELLATIONS
Returning Products within 14 Days of delivery: Any product purchased can be returned within 14 days for a refund to the original method of payment. The customer will be responsible for return shipping costs. GOTRAX DOES NOT PROVIDE RETURN SHIPPING LABELS FOR BUYERS Remorse.
If an item arrives defective, GOTRAX will exchange it for a working product and provide a return shipping label for the defective product at no cost to the customer. GOTRAX will not provide return shipping labels for Electric bikes, but will provide free shipping on the replacement parts to fix any damaged electric bike within 14 days of purchase.
Returns will not be accepted for any products that show abnormal wear & tear or physical damage. This also includes missing parts or accessories sold with the product.
Follow these steps to return products within 14 days of delivery:
Pack the Product in original packaging or sturdy box to ensure the Product will be returned without damage. For original packaging, this must include the styrofoam inserts.
Once we receive and inspect the Product, we will process the refund within 2 to 3 business days.
Purchase a shipping label for an electric scooter
Purchase a shipping label for a hoverboard
Purchase a shipping label for an electric bike
Items Returned while in Transit: If you wish to cancel your order after it has already been processed, please contact us to let us know.
In some situations, the product may end up being delivered after the cancellation request. If that is the case, it is the buyer's responsibility to ship and return the product back to our warehouse.
Items Damaged in Transit: If your item arrived damaged, please submit a claim through Route. If you did not purchase route shipping insurance please make a damaged package claim with UPS https://www.ups.com/us/en/support/file-a-claim.page Damaged or missing package claims must be filed within 7 days of delivery date
Tracking your package
Using the tracking number provided in your order confirmation email you can check the status of your delivery with the carrier. Please see our Shipping Restrictions below for more information.
Shipping restrictions
ESC will not accept product or product part orders being shipped to Canada, Puerto Rico, Hawaii or Alaska.
P.O. boxes
ESC can not ship to a U.S. Postal Service post office box. Please provide an actual street address.
APO/FPO addresses
ESC cannot ship to APO/FPO addresses.
Commercial mail boxes
ESC cannot ship to a commercial mailbox similar to a Mail Boxes Etc®. Please provide an actual street address.
Undeliverable packages
When the carrier returns these undeliverable packages to us we issue a full refund excluding shipping charges. Please allow 30 days for refund to your credit card account.
These undeliverable packages will not be reshipped. A new order must be placed for the item. Please review our Address Accuracy tips above before placing another order.
The decision to label a shipment as undeliverable is made by the carrier usually for one of the following reasons:
Incorrect address
If an address is incorrect or incomplete the package will be returned by the carrier. Please be careful when entering your address and proof read it for any mistakes before submitting your order. Customers are responsible for entering the correct shipping address.
Refused by recipient
If you are placing an order to send as a gift it may be refused by a recipient who is not expecting to receive a gift. You may want to let the recipient know that they should be expecting a surprise.
Shipping Information
Thank you for shopping at electricsportscopmany.com, we value customer satisfaction as always. We ship to the US via FedEx, UPS, and USPS. All scooter orders are signature required to avoid unattended drop-off. Your orders are sent directly to our US-based fulfillment centers for immediate processing and we provide a tracking number via email for you to check on your order status at any time.
Order process:
All orders are processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification of tracking information when your order has shipped.
Estimated time Arrival:
Shipping times will be affected during public holidays or e-commerce peak seasons. All estimated/typical delivery times are derived from real-world data collected from past orders. They are approximate times for reference only. If you have not received your package based on the above estimates, please kindly contact us for help.
Order Tracking:
As soon as we are ready to ship your order, we will send you an email with the corresponding delivery information. After that, you will be able to track your order by clicking the tracking link in your shipping confirmation email. Please allow up to 1-2 business days for your tracking number to activate.
Your shipment is insured:
With signature confirmation, your parcel is worry-free from unattended drop-off. In addition, insurance is included on all scooter orders for no extra charge, which covers up to $1000 worth of accidental loss or damage to your shipment while it is in the possession of the shipping carrier.
Order Cancelation/modification:
You can cancel your order before the package shipped free of charge. However, if the package has already been shipped out, you need to pay a $50 shipping fee for canceling your order. If your order has already been shipped and your shipping address needs to be edited for any reason, we will try our best to accommodate and a $30 redirecting fee will apply.
International orders:
All orders are dispatching from our US warehouses. Please be aware that local taxes and duties may apply to you (including import taxes, duty, customs, brokerage fees, etc). Shipping times can be affected by variable customs clearance times or public holidays. If your country is not listed above, please email us before placing the order.
Please contact us if you have any questions or specific requests and we will do our best to ship your order to you as soon as possible.
