VTUVIA E-Bikes Warranty Policy and Replacement Procedures

Before your first ride, please read the manual(s) provided with each Product. They contain important safety information and information about assembly, use, and maintenance.

As explained in more detail below, Vtuviaebike warrants the Products for a limited time from the date of original retail purchase against defects in materials and workmanship when used normally in accordance with Vtuviaebike’s published guidelines. The guidelines include, but are not limited to, information contained in technical specifications, user manuals and service communications. “Original retail purchase” means the Product was purchased new for the first time from Vtuviaebike online store. Limited warranty details are below.

➤30-Days Money Back

• This means you have 30 days after receiving your item to request a return. Return your Undamaged / Unused Vtuviaebike product and receive a refund. For more details, please check out our Return Policy.

➤Frame Warranty 

• Vtuviaebike warrants the structural integrity of the frame to the original retail purchaser for a period of 2 years from the date of original retail purchase. Paint and graphics are not included in this definition. Suspension forks and suspension parts are not included in the definition of frame.
• This warranty includes a replacement frame only. Labor charges to changeover parts to replacement frame are not included. Changeover labor must be performed by an authorized Vtuviaebike.
• Vtuviaebike reserves the right to use scratch and dent stock when replacing a frame under this warranty. Frame styles and/or colors not in stock may be replaced with a compatible style and/or color at the discretion of Vtuviaebike.

➤ Batteries Warranty

• Vtuviaebike batteries are covered by a 1 year prorated warranty.
• During 1 year of service – A defective battery will be repaired or replaced at no cost to the customer. The warranty period for a repaired or replaced battery remains unchanged based on original purchase date.
• No cash reimbursement will be made.
• Batteries can be assessed and found defective only by directly by Vtuviaebike.

➤ Replacement Procedure

Vtuviaebike will replace any and all component that is deemed to be defective or damaged (including damage incurred during shipment) without user error.

✦ Warranty Claims

• The first step is to contact customer support or an Authorized VTUVIA Retailer, depending on where the original purchase occurred. Your retailer or representative will inspect the Product and contact you for next steps.
• Contact your original Authorized VTUVIA Retailer or if purchased online, please submit to support@vtuviaebike.com. Proof of purchase and photos or videos of the damaged product are required with any warranty request. Before making a warranty claim, we suggest that you contact us at support@vtuviaebike.com, as there may be a simple fix for your problem.
• Vtuviaebike will not replace any part without first seeing photos or video of the damaged product. Customer needs to provide us with evidence by email.

✦ Shipping Damage Claims

• In rare instances, the item received may be damaged during transportation. If shipping damage occurs, please contact support@vtuviaebike.com and provide us with photos or video proof.
• All accessories will not participate in the replacement or compensation if they cause scratches during transportation.
• NOTICE: we will not accept Shipping Damage Claims later than 7 days from receipt of products.

✘ Frame issues that are excluded from this warranty include but are not limited to:

1. Corrosion
2. Paint fade, scratches, impact marks
3. Impact damage
4. Non-reversible modification (drilling/welding)
5. Chain guard mount to the frame if applicable

✘ This Limited Warranty does not cover:

• Defects or damage resulting from accident, abuse, misuse, abnormal use (including but not limited to stunt riding, racing or other similar activities not consistent with the intended use of the Products), improper storage, abnormal exposure to liquid, chemicals, moisture, abrasives, sand or dirt, neglect, or abnormal physical, electrical or electromechanical stress;
• Scratches, dents and cosmetic damage, unless caused by Vtuviaebike;
• Product that has the serial number or the bar code removed, defaced, damaged, altered or made illegible;
• Ordinary wear and tear;
• Defects or damage to the Products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by Vtuviaebike with the Products;
• Defects or damage caused by assembly, testing, operation, maintenance, installation, service, repair, or adjustment in a manner that varies from Assembly Instructions & Owner's Manual;
• Defects or damage resulting from external causes such as collision, fire, flooding, windstorm, lightning, earthquake, exposure to weather conditions, theft, blown fuse or improper use of any electrical source;
• Products used or purchased outside the United States;
• In addition, with respect to the Battery, this Limited Warranty does not cover defects or damage;
• Caused by charging by a battery charger not intended or appropriate for use with the Battery, or the improper use of a battery charger;
• Where any of the seals on the Battery are broken or show evidence of tampering;
• Where the Battery has been used in equipment other than the Bike for which it is specified;
• The corresponding issues on battery and e-bike will not be covered by the warranty after using a battery that is not specific to your e-bike model. We do not recommend you to use a battery of other brands on Vtuviaebike e-bike, although the output voltage of the other's battery may also be 48V, the battery protection system may not be the same, there may be incompatible situations leading to damage to our motors and displays.

➤Parts & Components

Original Vtuviaebike parts & components are covered by a limited warranty. (When all the spare parts for warranty are sent to the customer, the customer needs to bear the freight and installation cost.)

• Rotors (In 1-year)
• Throttle (In 1-year)
• Caliper (In 1-year)
• Display (In 1-year)
• Charger (In 1-year)
• Motor (In 1-year)
• Controller Box (In 1-year)
• Brake Lever (In 6 months)
• Handle Bar Tube (In 6 months)

Non-original accessories such as free accessories are not in our warranty.

✘ This Limited Warranty does not cover:

1. Ordinary wear and tear, not the result of defects in workmanship or materials. Wear and tear can be assessed by Vtuviaebike. Parts not typically covered include, but are not limited to:
1.1 Parts compromised due to corrosion due to the elements (moisture, heat, etc.).
1.2 Damage or deterioration of the surface finish, appearance, or aesthetics of the product.
1.3 Consumables or normal wear and tear parts (including without limitation brake pads, brake cables, forks, handlebar, seat post, lights, crank set, pedals, rims, tires, tubes, wheel hub, freewheel, chains, chain rings, spokes, cassette, derailleur, shifter, wiring harness, kickstand, reflectors, tool, and bolts), warranty within one week after receiving the goods. Parts damaged during use after seven days need to be charged.

2. Labor charges for part replacement or changeover.

3. Defects or damage resulting from accident, abuse, misuse, abnormal use (including but not limited to stunt riding, racing or other similar activities not consistent with the intended use of the Products), improper storage, abnormal exposure to liquid, chemicals, moisture, abrasives, sand or dirt, neglect, or abnormal physical, electrical or electromechanical stress.

4. Scratches, dents and cosmetic damage not caused by Vtuviaebike.

5. Product that has the serial number or the bar code removed, defaced, damaged, altered or made illegible.

6. Defects or damage to the Products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by Vtuviaebike with the Products.

7. Defects or damage caused by improper assembly, testing, operation, maintenance, installation, service, repair, or adjustment in a manner that varies from Assembly Instructions & Owner's Manual.

8. Defects or damage resulting from external causes, such as collision, fire, flooding, windstorm, lightning, earthquake, exposure to weather conditions, theft, blown fuse or improper use of any electrical source.

9. Products used for more than 2-year or purchased on other platforms. We only handle those orders on our website, vtuviaebike.com.

✦ What if my bike was stolen?
We are sorry that the stolen bike is not covered by the warranty. We recommend investing in a quality lock to protect your bike when you're not riding. Please find the serial number on the front of the fork and register it with Garage529 in case it's ever stolen.  https://project529.com/garage

✦ What if I bought a second-hand Vtuviaebike?
You can enjoy the warranty only if (not optional):
1. The 2-year package hasn't expired since the initial owner has received it.
2. You have the initial owner's name & the initial order number.