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EWheels Warranty and Return Information

Warranty

 

 

Five Year Limited Warranty

Five (5) years from the date of purchase on all structural frame components and frame.

 

One Year Limited Warranty

One (1) Year from the date of purchase, if any part or component of the bike is found upon examination to be defective in material and/or workmanship, it will be replaced at BAM Power Bike’s discretion. Parts included are the battery, motor, throttle, controller, LCD display, wiring, derailleur, hardware, wheel hubs, rims, pedals, kickstand, handlebar components and any other parts mutually agreed to of failed due to a manufacturing defect or quality issue.

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Warranty Exceptions and Exclusions

 

Service and Labor Costs

Unless previously authorized, service calls and labor costs are NOT included or covered under any warranty. The purchaser is responsible for the delivery to the authorized repair facility. Satisfactory proof of purchase is always required for warranty service. Please contact EWheels directly for any assistance in locating a service provider or to make a warranty claim.

Consumable Items

Consumable items which may need replacing due to normal wear and tear like tires, tubes, lights, chains, upholstery and seating, brakes and brake pads, cables, fuses, buttons, shrouds and covers.

Damage, Accidental Damage and Misuse

Damaged caused by: battery fluid spillage or leakage, abuse, misuse, accident, negligence, improper operation, excessive loading, maintenance, storage, acts of God, commercial use, or use other than normal, extreme riding, modifications and alterations. 

Second Hand Owners and Reselling

No warranty will be offered or honored for second hand owners. The warranty is exclusively offered to the original purchaser. 

 

How to Make a Warranty Claim

 

Initiating A Warranty Claim

To initiate a warranty claim, please contact EWheels service department. Note that before any warranty claims will be fulfilled, satisfactory proof of purchase will be required, and a photo or video of the damaged part must be sent and reviewed by EWheels. 

 

Returning Faulty Parts

Do not return faulty parts to EWheels without prior consent. A request for a return authorization is required prior to returning items. All transportation costs and shipping damage incurred while submitting units and/or parts for repair or replacement are the responsibility of the original purchaser.

 

Shipping Damage and Shipping Policies

 

Shipping Damage

In the event shipping damage occurs, it must be reported and addressed in a timely manner. Shipping damage claims are time sensitive and cannot be delayed. In the event the packaging is extremely damaged and the bike is beyond repair, please refuse the shipment, and contact EWheels for further steps.  

When applicable, part costs will be covered under warranty, and all warranty items will be shipped via FedEx Ground. Shipping fees will be at the expense of the purchaser.

*Implied warranties, including those of merchantability and fitness for a particular purpose, are limited to one (1) year from the date of the original purchase and to the extent permitted by law. Any and all implied warranties are excluded. This is the exclusive remedy. Liabilities for consequential damages under any and all warranties are excluded*

 

Limited Warranty

EWheels products are warranted to the original retail purchaser, when purchased directly from an authorized EWheels reseller, to be complete and free from defects in materials and workmanship in the frame and components, except for tires and inner tubes and batteries, for a period of:

  1. All electric scooters: 30 days from the date of purchase

  2. EWheels branded electric bicycles and Mobility scooters : 90 days from the date of purchase

 

EWheels replacement/maintenance parts & accessories: 30 days from the date of purchase/receipt when purchased directly from EWheels.

  1. Pack the item(s) securely in the original product packaging, if possible. Please include all paperwork, parts, and accessories. All products must be returned in good condition, to ensure a credit.

  2. Complete the return reason questionnaire and include it in the return package.

  3. Before sending your return shipment, please remove all extra labels from the outside of the package.

  4. Send the return package to the following address: 
    EWheels 
    RETURNS DEPARTMENT 750 E. Covey Lane, Suite 135 Phoenix, AZ 85024

  5. All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries.

  6. It is recommended that you use UPS whenever possible for your return. Retain the return Tracking Number to monitor delivery status.

  7. To receive a refund or credit, items must be returned within 10 days of original shipment date.

  8. Credit for gift returns will be issued to the original purchaser.

  9. If you have assembled the product, dissemble it before shipment using the original protective packaging materials.

  10. Package the disassembled item(s) securely in original product packaging, whenever possible. Please include all paperwork, parts, and accessories. All products must be returned in good condition, to insure a refund or credit.

  11. Complete the return reason questionnaire that was included with your packing slip. Remove the mailing label portion and include the remainder of the slip in the return package.

  12. Contact a Customer Service Specialist for instructions on arranging a freight delivery pickup for your items. Please have your customer ID number located on your packing list available when you call.

  13. You must be present at the location and time of pickup. All packaged item(s) must be at the front door for the freight driver.

  14. To receive a refund or credit, items must be returned within 15 days of original shipment date.

  15. Credit for gift returns will be issued to the original purchaser.

  16. All electric scooters: 30 days from the date of purchase

  17. EWheels branded electric bicycles and Mobility scooters : 90 days from the date of purchase

  18. Shipping charges included in the Purchase Price of the Merchandise are non-refundable.

  19. Customer is responsible for returning merchandise at their own expense.

 

Specific Warranty Items

Batteries (factory-installed in a EWheels bike, scooter or conversion kit) are warranted to the original purchaser to be free from defects in materials and workmanship for a period of (30) days from the date of purchase. The battery warranty does not include damage from power surges, use of improper charger, improper maintenance or other such misuse, or normal wear. Batteries purchased as maintenance or accessory parts are warranted for 30 days from the date of purchase/receipt when purchased directly from EWheels.

 

Items Not Covered

Warranties are limited to replacement of parts and/or products determined by EWheels, at its sole discretion, to be defective. In cases where multiple components are missing, you may be redirected to the retailer for assistance.

EWheels Limited Warranty does not cover or apply to the following: Normal wear and tear; any damage, failure and/or loss caused by accident, shipping, misuse, neglect, abuse and/or failure to follow instructions or warnings as stated on the product or in the applicable owner’s manual or other printed materials provided with the product; damage, failure and/or loss caused by the use of the product for stunt riding, ramp jumping, competition, off-road use, acrobatics, trick riding or other similar activities, water damage,  or use in any other manner for which such products were not specifically designed.

This warranty does not apply to any products or components, mechanical and/or electrical, which have in any way been altered from their original configuration by any person. EWheels will not be liable and/or responsible for any damage, failure or loss caused by any unauthorized service or use of unauthorized parts.

The EWheels Limited Warranty does not cover or apply to any EWheels product used for rental or commercial purposes unless the specific product is designated, labeled or marketed by EWheels as acceptable for rental or commercial use.

The EWheels Limited Warranty does not cover or apply to any EWheels product sold by a non-authorized reseller or retailer.

The EWheels Limited Warranty does not cover or apply to any replacement, maintenance or accessory parts not sold directly by EWheels to the original retail purchaser.

 

Warranty Claims

Those parts and/or products which are determined by EWheels to be defective and to qualify for warranty replacement will be provided at no charge, only after a valid warranty claim is processed by EWheels Customer Service Department. Warranty claims must be made by the original purchaser by contacting the EWheels Customer Service within the warranty period (stated above). Standard Shipping & Handling fees will apply to all orders placed for warranty parts and/or products and will be charged to the customer/warranty claimant at the time said parts and/or products are shipped from EWheels.

EWheels, at its sole discretion, has the option of replacing with a new part, or factory re-certified part. The Limited Warranty stated herein is in lieu of and expressly excludes all other warranties not expressly set forth herein, whether expressed or implied by law or otherwise, including, but not limited to, any warranties for merchantability and/or fitness for any particular purpose. EWheels shall in no event be liable or responsible for incidental or consequential losses, damages or expenses in connection with their products. The liability of EWheels hereunder is expressly limited to the replacement of goods complying with this warranty or at the sole discretion of EWheels to the repayment of an amount equivalent to the purchase price of the product in question.

 

Returns

 

Please inspect your product upon delivery. If the product is damaged or is not the correct product, please refuse the delivery. If your item was delivered without a signature and is damaged or incorrect please contact us at the number on our website.

After 7 business days the product is no longer returnable. 

Once the option for return is accepted, the following conditions apply:

  • This item has a 20% Restocking Fee and a $200 outbound freight fee (the cost of shipping to you).
  • You are responsible for the cost of return shipping and the product must be in the original packaging.
  • The item must be in NEW condition; unused. Indications of use include, but are not limited to: Cracks, scratches, dirty tires, wear to seats and armrests, damage to charging ports, 
  • All accessories and chargers included in the box must be returned. 
  • Items canceled after the product has already shipped will be considered a return. 

 

Return Process:

  • Request an RA (Return Authorization) from Ride and Go Electrics within 7 days of delivery acceptance.
  • Once the RA has been issued, ship the item back to the address noted on the RA within 14 days.
  • Once the product is received it will be inspected for damage and signs of use. If item shows any signs of use, Ride and Go Electrics is unfortunately not able to issue a refund. In the event your item is not returnable we will contact you and you can decide if you’d like it shipped back.  You will be responsible for shipping fees to get the item back to you.
  • Once approved, your refund, minus any restocking fees, will be refunded to your original form of payment. 

 

Damaged or Defective Items

If you receive a damaged or defective item, contact us within 3 days of delivery. Please be prepared to supply your order number from your original confirmation e-mail, as well as your e-mail address and phone number. Ride and Go Electrics will assist you with placing your claim with EWheels at that time

 

Refunds

If you would like to return your item for a refund, please note that our free shipping policy only applies to shipping the product to you, Shipping charges originally paid by Ride and Go Electrics to get the product to your are non-refundable. 

You are also responsible for returning merchandise to the manufacturer at your own expense. 

 

Cancelled Orders

Orders cancelled after the item has shipped are subject to all standard return policies. You must accept delivery, obtain an RA Number and ship the item back to the correct address. If delivery of an item is refused, shipping costs are deducted from the issued credit and a 20% restocking fee will apply.

 

Returning an Item

Standard Return Shipping

  1. Pack the item(s) securely in the original product packaging, if possible. Please include all paperwork, parts, and accessories. All products must be returned in new condition, to ensure a credit.

  2. Complete the return reason questionnaire and include it in the return package.

  3. Before sending your return shipment, please remove all extra labels from the outside of the package.

  4. Send the return package to the following address: 

    EWheels RETURNS DEPARTMENT 50 E. Covey Lane, Suite 135 Phoenix, AZ 85024

  5. All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries.

  6. It is recommended that you use UPS whenever possible for your return. Retain the return Tracking Number to monitor delivery status.

  7. It is also recommended that you take photos and consider purchasing insurance prior to your return

  8. To receive a refund or credit, items must be returned within 10 days of original shipment date.

  9. Credit for gift returns will be issued to the original purchaser.

 

Returning an Oversized Item

Items are considered to be oversized if they are heavier than 30 pounds. You will not be refunded shipping charges under any circumstances on Oversized Items that are returned . Please be aware that shipping charges can be quite expensive for Oversized Items. Follow these steps to return an Oversized Item:

  1. If you have assembled the product, dissemble it before shipment using the original protective packaging materials.

  2. Package the disassembled item(s) securely in original product packaging, whenever possible. Please include all paperwork, parts, and accessories. All products must be returned in good condition, to insure a refund or credit.

  3. Complete the return reason questionnaire that was included with your packing slip. Remove the mailing label portion and include the remainder of the slip in the return package.

  4. Contact Ride and Go Electrics for instructions on arranging a freight delivery pickup for your items. Please have your customer ID number located on your packing list available when you call.

  5. You must be present at the location and time of pickup. All packaged item(s) must be at the front door for the freight driver.

  6. To receive a refund or credit, items must be returned within 15 days of original shipment date.

  7. Credit for gift returns will be issued to the original purchaser.

 

IMPORTANT If there is significant visible damage to the carton upon receipt, request that the driver note the damage and request a claim be filed with the carrier for damage. You should also immediately contact an EWheels Customer Service representative .

 

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