AFTER-SALES SERVICE AND RETURNS CONDITIONS

WARRANTY CONDITIONS FOR ELECTRIC BIKES  

Procedure for Electric Bike Warranty  

1. Warranty Conditions  

The warranty covers manufacturing defects and potential frame breakage of the electric bike, provided that the manufacturer’s usage and maintenance conditions have been respected.  
The warranty period is **2 years** from the date of purchase, subject to the presentation of valid proof of purchase.  

2. Warranty Exclusions  

The warranty does not cover:  
•    Damage caused by improper use.  
•    Defects caused by accidents, impacts, or unauthorized modifications to the bike frame.  
•    Damage resulting from extreme environmental conditions (e.g., bike stored outdoors in the rain).  

3. Warranty Claim Process  

If an issue arises with the electric bike frame during the warranty period, please follow these steps:  

Step 1: Contact Customer Service 
Reach out to the retailer’s customer service and provide the following information:  
•    A detailed description of the issue.  
•    The bike’s purchase date.  
•    The bike frame’s serial number.  
•    A photo of the bike.  
•    Proof of purchase or a copy of the invoice.  

Step 2: Diagnosis
Customer service may request additional information or ask you to follow a diagnostic procedure.  
If necessary, a technician may assist you in identifying the problem.  

Step 3: Returning the Bike 
If the claim is deemed valid, you will receive instructions on how to return the bike to our workshop.  
Ensure that the packaging is secure to prevent damage during transport.  
The warranty may be voided if the bike is damaged due to improper packaging during shipping.  
See the return conditions at the end of this document.  

Step 4: Repair or Replacement 
Once the bike frame has been inspected and confirmed defective, it will either be repaired or replaced according to the warranty policy.  
Processing time may vary depending on the severity of the issue and the availability of replacement parts.  

4. Customer Obligations  

To ensure the warranty remains valid, the customer must comply with the following conditions:  
•    Regularly maintain and service the bike according to the manufacturer’s recommendations (refer to the bike’s user manual).  
•    Do not attempt unauthorized repairs or disassembly of the bike.  
•    Retain proof of purchase and the bike frame’s serial number for any claims.  

5. Limitation of Liability

This warranty procedure covers only the bike frame. It does not include other components of the electric bike, such as the battery, controller, or power-related elements.  
For motor warranty and **electrical components warranty, please refer to the detailed conditions below.  

6. Warranty Claim Contact  

For any warranty requests or claims, please contact our after-sales service at the following email address:  
Email: sav@voltaway-ride.com

MOTOR WARRANTY CONDITIONS

Procedure for Motor Warranty

1. Warranty Conditions

The warranty covers manufacturing defects and material defects of the electric bike motor, provided that the manufacturer’s usage and maintenance conditions have been followed.
The motor warranty period is 2 years from the date of purchase, subject to the presentation of valid proof of purchase.
In the case of commercial use (bike rental), the motor warranty will be reduced to 1 year from the date of purchase.

2. Warranty Exclusions

The warranty does not cover:
• Damage caused by improper use.
• Defects caused by accidents, impacts, power cable cuts, or unauthorized modifications to the motor.
• Normal wear of the motor, including the wear of internal components like bearings.
• Damage resulting from extreme environmental conditions (water, dirt, salt, etc.).

3. Warranty Claim Process

If an issue arises with the electric bike motor during the warranty period, please follow these steps:

Step 1: Contact Customer Service

Reach out to the retailer’s customer service and provide the following information:
• A detailed description of the issue.
• The bike’s purchase date.
• The motor’s serial number (written in white on the hub).
• A photo of the bike.
• Proof of purchase, photo of the invoice.

Step 2: Diagnosis

Customer service may request additional information or ask you to follow a diagnostic procedure.
If necessary, a technician may assist you in identifying the problem.

Step 3: Returning the Bike or Motor

If the claim is deemed valid, you will receive instructions on how to return the bike, complete rear wheel, or motor to our workshop.
Please ensure the packaging is secure to prevent damage during transport. For packaging the wheel and motor, make sure to properly protect the power cable outlet. If the product arrives with damage to the power cable, the warranty may be voided.
See the return conditions at the end of this document.

Step 4: Repair or Replacement

Once the motor has been examined and found defective, it will either be repaired or replaced according to the warranty policy.
Processing time may vary depending on the severity of the issue and the availability of replacement parts.

4. Customer Obligations

To ensure the warranty remains valid, the customer must comply with the following conditions:
• Regularly maintain and service the bike according to the manufacturer’s recommendations (refer to the bike’s user manual).
• Do not attempt unauthorized repairs or disassembly of the motor.
• Retain proof of purchase and the motor’s serial number for any claims.

5. Limitation of Liability

This warranty procedure covers only the motor and its internal components. It does not include other components of the electric bike, such as the battery, controller, or power-related elements.
For warranty on electrical components, please refer to the detailed conditions below.

6. Warranty Claim Contact

For any warranty requests or claims, please contact our after-sales service at the following email address:
Email: sav@voltaway-ride.com

ELECTRICAL COMPONENTS WARRANTY CONDITIONS

Procedure for Electrical Components Warranty

1. Warranty Scope

This warranty covers the following electrical components:
• The battery
• The controller
• The display
• The splitter cable
• The pedal sensor
• The lights
The warranty period for electrical components is 2 years from the date of purchase, subject to the presentation of valid proof of purchase.
In the case of commercial use (bike rental), the warranty for electrical components will be reduced to 1 year from the date of purchase.

2. Warranty Conditions

The warranty covers manufacturing defects and performance issues of electrical components under normal usage conditions. To ensure the warranty remains valid, the following conditions must be met:
• The electrical components (battery, controller, display, etc.) must have been used in accordance with the manufacturer's instructions (refer to the bike user manual).
• The electric bike must have been regularly maintained according to the manufacturer's recommendations (refer to the bike user manual).
• Proof of purchase, the invoice, must be provided when making a warranty claim.
• The electrical components must not have been modified, damaged due to improper use, or involved in an accident.

3. Warranty Exclusions

The warranty does not cover:
• Wear and tear: reduction in battery capacity after numerous charge cycles, and wear of electronic components due to prolonged use.
• Damage due to extreme conditions: exposure to excessive temperatures, immersion in water, or significant humidity.
• Incorrect use: overcharging or excessive discharge of the battery, connection of unauthorized or uncertified components, use of incompatible chargers, unauthorized modifications.
• Accidents or negligence: impacts, falls, or any physical damage resulting from improper handling of the bike.

4. Warranty Claim Process

In case of failure of any electrical component, please follow these steps to make a warranty claim:

Step 1: Contact Customer Service

Contact the retailer’s customer service as soon as you notice a problem with one of the electrical components. Provide the following information:
• A detailed description of the issue (e.g., the battery won’t charge, the display won’t turn on, the controller is not working, etc.).
• The serial number of the battery, controller, or display (usually indicated on the components themselves).
• Proof of purchase or a copy of the invoice.
• Photos or videos showing the issue (if possible).

Step 2: Remote Analysis

Customer service may ask you to check certain elements, such as connections, cables, or test the equipment with another compatible charger or controller. These steps will help pinpoint the issue more precisely. A technician may guide you remotely to perform these tests.

Step 3: Returning Defective Components

If the claim is deemed valid, you will receive instructions on how to return the bike or certain electrical components to our workshop.
Please ensure the packaging is secure to prevent damage during transport. If the product arrives with damage or an issue related to transport, the warranty may be voided.
See the return conditions at the end of this document.

Step 4: Repair or Replacement

Upon receiving the defective component, it will be examined by a qualified technician. If the issue is covered by the warranty, the component will either be repaired or replaced with an equivalent or new product. The manufacturer will strive to process the claim as quickly as possible, but processing times may vary depending on part availability.

5. Customer Obligations

To ensure the warranty remains valid, the customer must:
• Keep proof of purchase (invoice).
• Follow the maintenance and storage instructions in the bike and electrical components manual (refer to the bike user manual).
• Do not attempt to disassemble or repair the electrical components themselves, as this will void the warranty.
• Only use certified and compatible components and chargers.

6. Limitation of Liability

The warranty covers only the electrical components mentioned (battery, controller, display, splitter cable, pedal sensor, lights).
It does not cover other parts of the bike (such as wheels, brakes, cables, motor, transmission, etc.). In case of failure of other bike components, please consult the specific warranties for those parts.

7. Warranty Claim Contact

For any warranty requests or claims, please contact our after-sales service at the following email address:
Email: sav@voltaway-ride.com

WARRANTY COVERAGE CONDITIONS

 ELECTRIC BIKE WARRANTY YES  NO EXPERTISE
- Condition of the goods not checked on delivery. No reservations to the carrier
X
- Damage linked to wear
X
- Damage linked to the absence or lack of maintenance
X
- Non-compliant, irregular and abnormal use of the product
X
- Damage due to non-compliance with the instructions indicated in the user manual
X
- Frame or elements of the bicycle twisted or broken upon receipt of the product X

- Battery issue not working or charging

X
- Problem with electrical elements not working

X
- Motor problem not working

X
- Broken or split bicycle frame before warranty expiry date

X


VOLTAWAY RETURN POLICY

Our team reserves the right to refuse a return in the following cases:
→ The bike is damaged.
→ The bike has been used in an inappropriate manner.
→ The bike is dirty or personalized.
→ The bike cannot be resold as second-hand or given away in its current condition.
→ The bike is missing original spare parts or has been altered.
→ The bike is returned without its original box or if it is damaged, scratched, or deformed.
→ The bike is returned incomplete, without the original accessories.

RETURN RULES:


1 - New Bike in Original Packaging:
Return period: You can return a new bike within 14 days of delivery.
Usage conditions: Items must be in new condition and in their original, unopened packaging.
Shipping costs: Shipping fees will be at your expense.
The bike must include all equipment and accessories originally provided (keys, charger, and battery in particular).
It is essential to keep the bike's box and protections during the 14-day maximum return period, as this will allow you to repackage it easily. Any bike returned without its original box and protections may be refused.

2 - Used Bike:


Return period and conditions: You can return a used bike within 21 days of delivery, provided the mileage is less than 10 kilometers.
Return fees: Shipping costs are your responsibility, and a depreciation fee ranging from 20% to 80% of the original price of the bike may be deducted from your refund, depending on the bike's general condition.
The bike must include all equipment and accessories originally provided (keys, charger, and battery in particular).
It is essential to keep the bike's box and protections during the 21-day maximum return period, as this will allow you to repackage it easily. Any bike returned without its original box and protections may be refused.

3 – Used Bike, Claim for Defects or Damage:


Return period and conditions: If your bike is under warranty and you notice a fault or damage, our customer service may ask you to return the bike. Returns must only be made in the original packaging.
It is essential to keep the bike's box during the warranty period (2 years) to allow for easy repackaging. Any bike returned without its box may be refused by the customer service team.
Refer to the warranty conditions mentioned at the beginning of the document.
Return fees: Shipping costs will be at your expense, and a return number will be issued by customer service to authorize the return.
The bike must include all equipment and accessories originally provided (keys, charger, and battery in particular).

RETURN PROCESS:


Important note: To make a return, please contact us at sav@voltaway-ride.com and follow the steps below. Returns not following this procedure will not be accepted.

Submit a request: Contact sav@voltaway-ride.com to start your return. Attach videos and photos of all packaging and items.

Request review: We will review your return request based on the details of your order and the condition of the product.

Obtain a return label and send back the item: We will send you a return number for the bike or approved items by email. You will need to arrange the return shipping yourself.

Refund: Once we have received and inspected the returned bike or items, your refund, exchange, or product repair (in the case of a warranty claim) will be processed within 10 to 15 business days.