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Emojo Warranty & Return Policy

WARRANTY

To make a warranty claim always keep handy the vehicle model, date of purchase, vehicle serial number as well as information from the retailer where you purchased the vehicle from.

The warranty is limited to the terms listed below:

  • Frame, Suspension, Motor: 1 year for parts. 3 months for labor.
  • Controller, Charger: 1 year for parts.
  • Battery: Warranty on the battery starts the date of purchase of the vehicle as new. The battery is sealed and cannot be opened or fixed. The battery should not have a percentage of nominal charge retention of 60% or less. Misuse of the battery, negligence or attempt to open or repair it will void the warranty.
  • General: The bicycle is backed up by a 1-year main warranty, certain components listed on this chart or consumables may be subject to a different period of coverage or not included in this warranty.
  • Consumables: Components subject to wear are not covered by the warranty: Tires, inner tubes, brake lines, brake pads, basket, wheel lining tape, light bulbs, LEDS, fuses, etc.

If the warranty is void for any reason the customer shall bear any repair or replacement costs resulting from vehicle misuse, negligence or abuse.
Always follow care and preventive maintenance procedures.
Always keep receipts from any services performed to the vehicle by an authorized distributor or service center.

The warranty will be voided by any of the following circumstances:

  1. Failure to follow all directions or recommendations listed in the user manual.
  2. Cycling collision, accident or vehicle damage caused by careless parking 
  3. Acts in violation of laws 
  4. Never registered your ebike
  5. DIY repairs on electronics
  6. Abusive use the bicycle in off-road terrain, mud, snow, water, sand, gravel and water
  7. If the bicycle is used as rental unit 
  8. Damages caused by natural disasters such as earthquakes, lightning, fire, flooding and other hazards .
  9. Rust and/or paint fading caused to heavy exposure to rain, hail, snow or direct sunlight for prolonged periods of time.
  10. Overloading beyond recommended capacity .
  11. Damages caused by nails, needles, broken glass , debris , sharp rocks or other foreign objects .
  12. If the bicycle is used but not limited to stunts, jumping from ramps, stairs or elevated ramps.
  13. If vehicle is used in competitions or racing.
  14. If vehicle has been modified for any purposes on the motor, electrical system, suspension frame, and battery.
  15. Use of other components not approved by the manufacturer.
  16. Damages resulted from improper care and handling.

Due to the nature of the product some components must be exclusive from the manufacturer such as but not limited to the battery, motor, main gauge cluster, controllers, Led headlights, brake drums or disc rotors and pads etc. Other components such as tires, tubes, saddle, racks, baskets may be used from market-ready or compatible products previous approval from the retailer or manufacturer.

RETURNS

You have 7 days from receipt of the product to let us know you would like to return it. All returned items must be in their original packing, and in new, unused and unassembled condition. The items must be packed with all original parts and packaging material.  Returns will not be allowed after 7 days of the product receipt.

A return will not be approved it the product is used or does not have all the original parts and original packaging materials.  After we have received the returned and have inspected the condition to ensure it is in new, salable condition, you will receive a refund within 14 days. The refund will be the purchased price, EXCLUDING the original “free shipping” cost that product was included in the original purchase price, and a 30% restocking fee.

Customers are responsible for the return shipping costs. Original shipping charges are non-refundable.

EXCHANGES

You have 7 days from receipt of the product to let us know you would like to exchange it. All exchanged items must be in their original packing, and in new, unused and unassembled condition. The items must be packed with all original parts and packaging material.  Exchanges will not be allowed after 7 days of the product receipt.

An exchange will not be approved it the product is used or does not have all the original parts and original packaging materials.  After we have received the exchanged product and have inspected the condition to ensure it is in new, complete and in salable condition with all packaging materials, we will issue you a credit within 10 days.  You then have 7 days to use your credit for a different product. The exchange amount will be the purchased price, EXCLUDING the original “free shipping” cost that was included in the original purchase price, return shipping fees and a 30% restocking fee.

Customers are responsible for the return shipping costs. Original shipping charges are non-refundable.

ORDER CANCELLATIONS

Cancelled orders are subject to the normal return policy, as detailed above.  You must accept delivery and obtain an RMA number and ship the product back to the correct address. If delivery of an item is refused, you will be refunded the purchase price, EXCLUDING the original "free shipping" cost included in the original price of the product, return shipping fees and a 30% restocking fee. Original shipping charges are non-refundable. Returned and exchanged products must be in selling condition as new, unused and with all original parts and packing materials. Customers are responsible for returning the product at their own expense.

DAMAGED OR DEFECTIVE ITEMS

If you have received a damaged product, use Contact Us to contact our Customer Support department within 3 days of receipt. If you notice the carton has significant damage when it is delivered, ask the delivery person to document the damage and request a claim be filed with the carrier.  We request that you take photos of the carton to show all damage.  Please also take a photo of the shipping label on the carton.  Once you unbox the shipment please take additional photos of any damaged parts. 

When you use Contact Us make sure to include your name and the order number from your confirmation email, and supply all photos and a description of parts damaged. We will get your warranty claim processed. Forever Young eBike will make every reasonable effort to assist you in the in processing your warranty claim and in getting you replacement parts or technical assistance to solve the problem. 

Products that are eligible for replacement parts under the manufacturer warranty are subject to the normal return policy, detailed above.

Products that have cosmetic damages are subject to the returns policy above. The manufacturer will issue touch up paint for scratches or in the rare cases we can't supply touch up paint we will issue a small refund fee no higher than $10 for touch up paint that you buy, provided that you provide proof of purchase with a copy of the receipt.

Products that require tuning and adjustments are not damaged or defective. During shipping, the product and components may shift, and the product may need to be tuned and adjusted.

RETURN SHIPPING WHEN RETURNING AN ITEM

  1. Pack the item(s) securely in the original product packaging. Please include all paperwork, parts, and accessories. All products must be returned in new, unused condition, to ensure a credit or refund.
  2. Before sending your return shipment, please remove all extra labels from the outside of the package.
  3. Send the return package to the address we provide.
  4. All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries.
  5. It is recommended that you use UPS whenever possible for your return. Retain the return Tracking Number to monitor delivery status.
  6. Credit for gift returns will be issued to the original purchaser.
  7. You will not be refunded original "free shipping" charges included in the original price of the product under any circumstances on the product that is returned. Please be aware that shipping charges can be very expensive.
  8. Please include all paperwork, parts, and accessories. 
  9. To receive a refund or credit, items must be returned within 7 days of the original delivery.
  10. Credit for gift returns will be issued to the original purchaser.
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