Warranty and Guarantee
The warranty for e-bikes is outlined below. If a non-human-caused defect or malfunction occurs within the applicable warranty period, we will provide replacement parts free of charge.
After the applicable warranty period expires, customers will be responsible for the cost of replacement parts and shipping fees. All e-bikes we sell are brand new and come equipped with original factory parts.
To help customers resolve accessory-related issues quickly, separately purchased accessories are sold at cost price. Therefore, except for Dead on Arrival (DOA) cases, these accessories are not covered under warranty.
Important Note: Second-hand e-bikes and modified e-bikes are excluded from warranty coverage.
Warranty Coverage Period
| Category | Parts Covered Under Warranty | Warranty Period |
|---|---|---|
| Main Components | Structural frame, wheel hub motor, controller, handlebar/stem assembly, display panel, rear hub, drum brake, folding system, front fork, brake cables, and speed-control system | 12 months |
| Accessories | Battery, charging adapter, brake lever, and gear system | 6 months |
| External Parts | Protective strips, front light, rear light, instrument/display cover, handle grips, tires, bell, mudguard, kickstand, footrest support, foot pad, charging port, rubber plugs, and battery cover | 3 months |
Note: Hex wrenches, connectors, and any other parts not specifically listed above are not covered under warranty.
Conditions That Do NOT Qualify for Warranty
- Damage or malfunction resulting from failure to follow the instructions for use, maintenance, or adjustment outlined in the Instruction Manual.
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Issues caused by unauthorized disassembly, repair, or modification by the user, or non-compliance with the prescribed usage guidelines.
- Damage caused by improper use, inadequate storage, or accidents.
- Repair costs incurred at unauthorized repair shops without prior approval.
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Minor scratches or damage to the outer packaging during logistics or transportation of accessories are not covered under warranty.
- Items returned without prior written approval from us will not be accepted or refunded. Please contact us to obtain written consent before sending back any items.
- Consumable parts, such as tires, saddles, plastic components, brakes, brake rotors, brake pads, brake lines, surface scratches, and similar items, are excluded from warranty coverage.
How to Apply for Warranty?
Step 1: Capture a photo or short video clearly showing the issue.
Step 2: Email a brief description of the problem along with the photos or videos, your order number, and the platform of purchase to support@hiqis.com.
Step 3: Our team will assess the issue. If the problem is evident, we will provide a solution promptly.
Step 4: For issues requiring further investigation, we will provide troubleshooting instructions. You’ll need to perform diagnostics as per our guidance and share corresponding photos or videos. Once received, we will offer a resolution.
Step 5: After verifying your order details and delivery address, we will ship the necessary replacement parts.
Contact Us
Email:
Please email us at support@hiqis.com.
Call:
+33 800776809