I have a mechanical or electrical problem with my bicycleUpdated 9 days ago

I have a mechanical problem with my bike after purchase

The EbikeXL warranty covers defects in the electric assistance system (such as the battery & motor, drivecrank and the frame (e.g., cracks or breaks) for 1 or 2 years after receiving the bike.

How does the EbikeXL warranty work?

If you find a defect, please contact us at [email protected] with the following information:

• Your order number

• A detailed description of the defect and how it occurred

• Photos and/or videos of the issue
  
  

Based on this information, we will make an initial diagnosis. Depending on the situation, we may offer the following solutions:

• If the issue can be resolved remotely, our team will guide you step by step.

• If the issue is too complex or unclear, and can't be solved at home, then you must bring the bike to eBikeXL for fixing. If the defect is covered by the EbikeXL warranty, we will repair it ourselves.

• If you choose to take the bike to another shop, you must send us the price of the repair beforehand. If we agree to it, then we will pay for it. If we don't agree, then you must bring it to us, or cover the repair at your own expense.

Examples of technical issues covered by the EbikeXL warranty:

• The motor no longer provides assistance

• The battery does not charge

• The bike shuts itself off
  
  

Examples of issues not covered by the EbikeXL warranty:

• Flat tire shortly after use

• Damage from a fall that affects the electronic assistance system

• Worn transmission due to lack of maintenance

• All other faults that are not battery, display, or midmotor.
  
  

If you are unsure whether your issue is covered, please feel free to contact us!