Getzze warranty policy

1. Warranty coverage and eligibility

This warranty applies to electric bicycles, components, and accessories purchased from official stores, authorized dealers, or approved sales channels.

The warranty covers manufacturing defects in materials and workmanship under normal use during the applicable warranty period.

The warranty begins automatically from the date of delivery and applies only to the original purchaser. Warranty coverage is not transferable.

To qualify for warranty service:

• The product must have been purchased from an official store or authorized dealer.
• The component must still be within the applicable warranty period.
• The defect must be caused by a manufacturing issue or material defect.
• The customer must follow operating, maintenance, charging, and storage instructions in the user manual.

Second-hand, resold, transferred products, and products from unauthorized sellers are not covered.

Commercial-use vehicles (fleet, delivery, or business-use e-bikes) are excluded unless agreed under a separate purchase contract.

2. Warranty service

If a covered defect is confirmed:

• Replacement parts will be provided free of charge.
• Parts may be new, refurbished, or reconditioned but functionally equivalent.
• The manufacturer may choose repair, replacement, or another appropriate solution.
• Replacement does not restart or extend the original warranty period.

After warranty expiry:

• Customers may purchase replacement parts or repair services.
• Technical support may still be available, but part and service costs are customer-paid.

Warranty service covers replacement parts only unless otherwise specified. Incidental expenses are not covered, including transportation, fuel, rideshare, and loss-of-use costs.

General warranty exclusions

The following conditions are not covered under warranty:

• Water ingress or immersion damage.
• Damage caused by misuse, abuse, or improper operation.
• Collision, accidents, impacts, or falls.
• Self-modification or unauthorized modifications.
• Damage caused by improper installation.
• Normal wear and tear of consumable parts.
• Damage caused by sharp objects (such as tire punctures).
• Damage caused by insufficient tire pressure, potholes, speed bumps, or road impacts.
• Broken, cut, or artificially damaged cables.
• Use of non-approved chargers or accessories.
• Damage caused by lack of maintenance or improper care.
• Human-caused damage.

3. General warranty exclusions

Misuse and improper operation

• Failure caused by not following the instruction manual.
• Incorrect maintenance, adjustment, charging, or storage.
• Improper use outside product specifications.
• Stunt riding, abusive riding, overloading, or unsuitable off-road use.
• Damage caused by accidents or negligence.

Modification and unauthorized repairs

• Unauthorized disassembly, repair, or modification.
• Use of non-original components.
• Electrical system or software modifications.
• Repairs by unauthorized workshops or without prior approval.

External damage

• Collision, falls, impacts, or physical force.
• Theft, vandalism, fire, flooding, corrosive exposure, or force majeure events.
• Water damage or water ingress.

Cosmetic damage

• Scratches, paint fading, dents, or surface marks.
• Minor transportation damage to packaging or accessories.

Normal wear and consumable parts

• Tires, brake pads, brake discs, brake cables, saddles, plastic parts, spokes, rims, fuses, surface scratches, and other consumables.

4. Battery-specific warranty exclusions

• Normal battery capacity degradation over time.
• Reduced capacity caused by normal lithium-ion aging.
• Damage caused by unauthorized chargers.
• Water exposure or submersion.
• Operation below -10 C or above 45 C, or storage outside recommended ranges.
• Improper storage and extended non-charging periods.
• Physical damage caused by misuse.

5. Motor-specific warranty exclusions

• Water ingress.
• Operation beyond rated specifications.
• Continuous overload operation.
• Physical impact or external force to motor housing.
• Damage caused by collisions or improper riding conditions.

6. Shipping damage

Shipping damage is normally not covered by warranty. It may be considered if:

1. Damage is reported within 7 calendar days after delivery.
2. Clear photos/videos of product and packaging are provided.
3. Original packaging is kept if inspection is required.

Damage caused by customer-arranged shipping is not covered.

7. Warranty claim process

Step 1 - Prepare evidence

Provide:

• Photos or videos clearly showing the problem.
• Description of the issue.
• Order number.
• Purchase platform or dealer information.
• Delivery address.

Additional information may be required for specific components, such as battery serial number or motor number.

Step 2 - Contact customer support

Support will review details and determine whether issue is covered.

Step 3 - Troubleshooting

For unclear issues, troubleshooting instructions and additional evidence may be requested before final resolution.

Step 4 - Replacement

After approval, replacement parts are shipped and installation guidance may be provided.

Products returned without prior authorization are not accepted.

8. Lifetime technical support

Technical support may remain available after warranty expiry, including troubleshooting, repair guidance, and technical advice. After expiry, replacement parts, repair, and shipping costs are customer-paid.

9. Warranty registration

Warranty registration is automatic after purchase and delivery. No additional registration is required unless requested by the manufacturer.