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Fluence Electric Bikes – Ride the Future, Live the Green Way
🚴♂️ Fat Ebike | 🚴♀️ Foldable Electric Bikes | Smart Electric Bicycles | 🌱 Sustainable Urban Mobility
Warranty
1.Warranty and Guarantee
The warranty period for ebikes is as follows. If the customer finds non-human damage within the warranty period, we will send the replacement parts free of charge.
After the warranty period, the customer has to pay for the replacement parts and shipping fees. The e-bikes we sell are factory new regular products, all parts are the same as the original parts.
In order to facilitate customers to quickly solve problems with accessories, the accessories
purchased separately are sold at cost price; therefore, except for DOA, they are not covered
by warranty.
Please note: Second-hand e-bikes and modified e-bikes are not covered by warranty.
2.Warranty Information
| Item | Parts | Guarantee Time | Service Description |
|---|---|---|---|
| Basic Parts | Frame | 12 months | Natural deformation, open welding, desoldering, and fractures caused by poor manufacturing can be replaced. Self-modification and collision damage are not covered. |
| Front fork components, handlebars, folding tubes, saddle tubes | 12 months | Self-modification and collision damage are not covered. | |
| Tire | 1 month | Punctures caused by sharp objects, insufficient tire pressure, speed bumps, or potholes are not covered. Only manufacturing defects are covered. | |
| Saddles, plastic parts, brakes, brake rotors, brake pads, brake lines | 3 months | Collision damage, self-modification, and man-made damage are not covered. | |
| Bracket, fenders, rear racks, pedals, grips, cranks, chainrings, front hubs, rear hubs, chains, shifters, rear derailleur, rear derailleur cover, flywheel, shock absorber, bell, horn, lifting lug, connecting rod | 6 months | Collision damage, self-modification, and man-made damage are not covered. | |
| Electrical Parts | Controllers, chargers, main/auxiliary cables, display (LCD screen), front and rear brakes, accelerators, brake levers, pedal assist sensors | 12 months | Short circuits, burnout, and performance failures due to poor manufacturing can be replaced. Water damage, cut cables, natural wear of brakes, and man-made damage are not covered. |
| Headlights, taillights | 6 months | ||
| Motor Parts | Motor | 12 months | Coil phase loss, burning, demagnetization, detachment, and wheel shaft deformation due to manufacturing defects cannot be repaired. Damage from insufficient tire pressure, speed bumps, or potholes is not covered. |
| Motor hall, motor bearing | 12 months | Burnt hall wires, abnormal noise, or bearing rupture. | |
| Battery | Battery box, battery top cover, battery bottom cover, battery | 12 months | Faults such as poor contact, power failure, inability to charge, or capacity below 60% can be replaced. (Note: The warranty period is not reset; the replacement battery's warranty is based on the remaining period.) Water or man-made damage is not covered. |
The following conditions do NOT qualify for warranty:
1）Failure caused by the user’s failure to use, maintain and adjust according to the “Instruction Manual”.
2）Users disassemble, repair and modify themselves, and failures caused by non-compliance with the rules of use.
3）Failure caused by improper use or storage by the user, or accident.
4）The cost of going to other repair shops for repairs without consent.
5）Slight scratches or damage to the outer package box caused by the logistics transportation of the accessories are not warranted.
6）Please contact us and obtain our written approval before sending any item back. Any products returned without acceptance will not be refunded.
7）Consumable parts are not warranted , including tires, saddles, plastic parts, brakes, brakes rotors,brake pads, brake lines, surface scratches, etc.
3.How to apply for warranty
Step 1: Take a picture/short video of your question.
Step 2: Send a short description of the problem, pictures or videos of issue, order number, platform of purchase to support@fluencebike.com.
Step 3: We’ll diagnose your problem and if it’s clear what’s wrong, we’ll provide a solution.
Step 4: When it comes to issues that can’t be diagnosed in the first place, we will send you the troubleshooting files, it will need you to detect according to our detection method and provide us with the corresponding videos or pictures, and we will give a solution after receiving the videos or pictures.
Step 5: We will verify your order information and delivery address, and reissue the corresponding accessories to you.
4.Contact US
1)Tell:
+86 18689209689（EU）Hours: 9 AM – 6 PM (GMT+1 Time), Mon – Fri,
2)Email:
Please email us at: support@fluencebike.com
We typically reply within 1 business day.