Warranty Policy
eScootz Limited Warranty, Replacement Procedure, and Liability Policy
30-Day Refund Policy: Return undamaged and unused products within 30 days from the purchase date for a refund.
12-Month Warranty: eScootz offers a 12-month warranty on all electric bicycles and electric scooters.
Important: Electric bicycles are not intended for sale to individuals under the age of 16. Minors must be accompanied by a parent or adult while riding and should wear appropriate protective gear.
Warranty Support
eScootz will replace any parts deemed defective or damaged (including damage caused during shipping), except in cases caused by user error. Follow the steps below to request support:
- Contact our after-sales service and provide the details of your order along with a detailed explanation of the issue. If possible, include photos or videos of the problem.
- A member of our team will contact you within 24 hours to provide instructions for a repair, replacement, or refund.
- In rare cases, products may be damaged during shipping. If this occurs, please contact us within 7 days of receiving the product and include visual evidence of the damage.
Available Options:
- Repair: We will send you a prepaid return label to ship the product back. Once repaired, the product will be returned to you. The entire process may take up to 21 days from the date you report the issue.
- Replacement: After receiving the returned product, we will ship a brand-new identical product within 24 hours.
- Refund: Refunds are only available if the product has been used for 7 days or less. Beyond 7 days, only repair or replacement options are offered.
Note: Free accessories are not covered for replacement or compensation if scratched during shipping.
Warranty Cancellation
The 12-month warranty covers all eScootz electric bicycles and scooters sold. For any quality issues, please contact us promptly for comprehensive support.
Unauthorized repairs, modifications, or adjustments to the vehicle’s parameters without prior approval may result in warranty cancellation.
Theft of the Product
Unfortunately, theft is not covered under the warranty. We recommend recording your product’s serial number upon receipt and considering insurance to protect your investment.
Customer Responsibility for Assembly and Use
Each product includes a user manual that provides clear, step-by-step instructions for proper assembly, adjustments, and maintenance. Please read this manual carefully and follow all directions before using the product.
Important Notes:
• Incorrect assembly can lead to performance issues, safety hazards, or physical damage to the product.
• Improper installation of key components such as the front wheel, handlebars, brakes, or electrical connections may result in malfunctions or accidents.
• Any damages caused by incorrect assembly, failure to follow the manual, or neglecting necessary safety checks (e.g., screws, brakes, connectors) are not covered by warranty or after-sales service.
If you are not confident in your ability to safely and properly complete the assembly, we strongly recommend taking your product to a professional bike or e-scooter repair shop. This small step can prevent future risks or additional costs.
By purchasing from us, you acknowledge that:
• You are fully responsible for completing the final 10% of the assembly and conducting all necessary safety checks before first use.
• The seller is not liable for any material or personal damages resulting from incorrect assembly, negligence, or improper use of the product.
Thank you for your understanding and cooperation. Our goal is to ensure every customer enjoys a safe and satisfying riding experience.
Warranty coverage
| Item | Parts | Warranty time | Service |
|---|---|---|---|
| Basic parts | Frame | 12 months | Natural deformation, open welding, desoldering and fracture phenomenon, and quality problems caused by poor manufacturing can be replaced. Self-modification and collision damage are not guaranteed. |
| Front fork Components, Handlebars, Folding tubes, Saddle tubes | 12 months | Self-modification, collision damage and rust are not under warranty. | |
| Tire | 1 month | If the tire is punctured by a sharp object, or if there is a problem due to insufficient tire pressure, passing through a speed bump, or pit, it is not covered by the warranty. Only product quality issues are within the scope of the warranty. | |
| Saddles, plastic parts, brakes, brake rotors, brake pads, brake lines, Spokes. | 3 months | There is no warranty for parts collision damage etc. Man-made damage, self-modification, and parts damaged by collision are not guaranteed. | |
| Bracket, Fenders, Rear racks, Pedals, Grips, Cranks, Chainrings, Front hubs, Rear hubs, Chains, Ringer Shifters, Rear derailleur, Rear derailleur protective cover, Flywheel, Shock absorber, Bell, Horn, Lifting Lus, Connecting Rod Piece | 6 months | ||
| Electric parts | Controllers, Chargers, Main/auxiliary cables, Display(LCD screen), Pedal assistance Sensors | 12 months | There is no warranty for parts collision damage etc. Man-made damage, self-modification, and parts damaged by collision are not guaranteed. |
| Headlights, Taillights | 6 months | ||
| parts | 12 months | Short circuit, burnout, and performance failures caused by poor manufacturing can be replaced. Water tear of parts, and added cables are not covered by warranty. | |
| hall, bearing | 12 months | Coil phase loss, burning, magnetic steel demagnetization, falling off, wheel shaft deformation and other quality problems cannot be repaired. The warranty will not be given if the wheel hub is deformed due to insufficient tire pressure, speed bumps, pits, etc. | |
| Battery | Battery box, Battery top cover, Battery bottom cover, Battery | 6 months | It can be replaced due to faults such as poor contact, power failure, no power storage, and capacity below 60%. Note: The warranty period of the battery will not be recalculated, and the replaced battery will be calculated according to the remaining date of the warranty period. No warranty replacement service will be provided for water or man-made damage. |
One of the following conditions does 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.
eScootz - Extra Warranty
✨ Ride with peace of mind.
We know how much you love your e-bike or e-scooter. That’s why we’ve created the Extra
Warranty — a simple way to add 1 more year of protection after your standard warranty ends.
More time, more rides, fewer worries.
✅ What’s Covered
Your Extra Warranty gives you protection for the most important components of your ride — the
parts that matter most and can be expensive to fix. Here’s what we’ve got covered:
🔋 Battery
⚡
🚴 Frame
🛠️ Fork
🚫 What’s Not Covered
Some things just happen with normal use, and those aren’t included:
🛞 Everyday wear (tires, tubes, chain, brake pads, rotors, grips, saddle)
💥 Damage from accidents, misuse, or DIY modifications
🌧️ Water damage (submersion, heavy rain, pressure washing)
🔧 Regular tune-ups or consumable parts
💖 Why You’ll Love It
➕ One more year of no-worry riding
💸 Save big on repairs if something goes wrong
⚡ Quick, hassle-free support from our team
🛣️ Confidence every time you hit the road
📌 The Basics
⏱️ Your Extra Warranty starts right after your standard warranty ends
🛍️ It applies only to the product you bought it for
📦 Shipping to and from our service center isn’t included
📖 Just keep your ride properly assembled and used according to the manual
🤝 We’ve Got Your Back
At Escootz.ca, we believe in being clear, fair, and supportive. Our Extra Warranty is here to give
you the comfort of knowing that, if something major happens, you’re not on your own.
So go ahead — 🚴 ride further, 😃 ride happier, and let us handle the rest.
