Warranty

Warranty

Warranty Period And Target Audience Terms

We provide 1 year warranty for SURNAT ebikes. In general, we will cover most problems of the system and defects from the factory.The warranty is registered automatically when the initial purchaser places their order in the online shop. Therefore, the warranty is ONLY under the INITIAL PURCHASER and the 1-year warranty begins when the initial owner has received the product.

Parts covered by the warranty: frame, forks, stem, handlebars, headset, seat post, brakes (excluding brake pads), lights, crank set, pedals, rims, wheel hub, freewheel, cassette, derailleur, shifter, motor, throttle, controller, wiring harness, display (excluding damage due to water).   The battery warranty does not include damage from power surges, use of 3rd party charger, improper maintenance or other such misuse, normal wear, or water damage (including rust).

Accessories sold on SURNATBIKE.COM are not covered under warranty.

Stolen bikes are not covered under warranty.

Necessary precautions must be taken to ensure the bike and battery are not exposed to severe weather conditions. Exposure to very wet, hot, or cold conditions may void the warranty.

DISCLAIMER OF CONSEQUENTIAL AND INCIDENTAL DAMAGES: THE ORIGINAL REGISTERED PURCHASER OF THIS BIKE, SUBSEQUENT OWNERS AND ALL OTHER INTENDED AND UNINTENDED USERS OF THIS BIKE, SHALL NOT BE ENTITLED TO RECOVER FROM SURNAT eBIKES ANY CONSEQUENTIAL OR INCIDENTAL DAMAGES. THERE IS NO WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. The warranty is non-transferable and only applies to the original owner. This warranty gives you specific rights and purchasers may also have other rights, which may vary from state to state. Damage caused by failing to follow instructions in the manual, acts of God, accident, misuse, neglect, abuse, commercial use, alterations, modification, improper assembly, installation of parts or accessories not originally intended or compatible with the SURNAT ebike as sold, operator error, water damage, extreme riding, stunt riding, or improper follow-up maintenance is not covered under this warranty. 

We will replace any parts deemed to have been damaged during shipping. Shipping damage must be reported to SURNAT ebikes within 14 days of shipment arrival. This applies to all products including bikes and accessories.

You will NOT be refunded as compensation for your time or efforts replacing damaged parts.

Note that your insurance policies may not provide coverage for accidents involving SURNAT ebikes. To determine if coverage is provided, you should contact your insurance company or agent. Damage as a result of an accident is not covered under this warranty, and SURNAT ebikes is not responsible for repair or replacement of damaged bikes or parts.

SURNAT ebikes reserves the right to change its warranty at any time and without notice.

THIS WARRANTY GIVES THE ORIGINAL REGISTERED PURCHASER SPECIFIC LEGAL RIGHTS AND YOU MAY HAVE OTHER RIGHTS, WHICH VARY FROM STATE TO STATE.

Replacement Procedure:

For warranty services, please contact SURNAT ebikes online support by email at info@SURNATebike.com with the following information:

1.Purchase Site
2.Order Number
3.Serial Number of the bike/scooter
4.Photos/videos and a short description of the problem
Please retain your proof of purchase for reference when making enquiries on this warranty.

Replacement parts will not be sent until photographic evidence has been provided to SURNAT ebikes. SURNAT ebikes may request additional documentation (such as video) to assist with accurately diagnosing the problem and processing the warranty claim.

Most warranty parts are fulfilled 1-10 business days after the request is put into our system by a customer service representative.  Warranty parts are sent using USPS, FedEx, or YunExpress depending on the size of the part.  Warranty parts will not be expedited.

This Limited Warranty does not cover:

1. 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;
2. Scratches, dents and cosmetic damage, unless caused by SURNAT ebikes;
3. Product that has the serial number or the bar code removed, defaced, damaged, altered or made illegible;
4. Ordinary wear and tear; 
5. Defects or damage to the products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by SURNAT with the Products;
6. Defects or damage caused by assembly, testing, operation, maintenance, installation, service, repair, or adjustment in a manner that varies from Assembly Instructions & Owners Manual;
7. 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;
8. Products used or purchased outside the United States.

9.1 In addition, with respect to the battery, this Limited Warranty does not cover defects or damage;

9.2 Caused by charging by a battery charger not intended or appropriate for use with the Battery or the improper use of a battery charger;

9.3 Where any of the seals on the battery are broken or show evidence of tampering;

9.4 Where the battery has been used in equipment other than the bike for which it is specified;

9.5 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 that you use a battery of other brands on SURNAT ebikes. Although the output voltage of the other's battery may also be 48V, the battery protection system may not be the same, and there may be incompatibilities leading to damage to our motors and displays.

Parts & Components

Original SURNAT parts & components are covered by a 1 year limited 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 SURNAT. Parts not typically covered include but are not limited to:

1.1 Brake Pads
1.2 Rotors
1.3 Spokes
1.4 Tires/Tubes
1.5 Chains
1.6 Chain Rings
1.7 Cassettes
1.8 Crankset
1.9 Parts compromised due to corrosion due to the elements (moisture, heat, etc).
1.10 Damage or deterioration of the surface finish, appearance, or aesthetics of the product.
1.11 Frame, forks, handlebar, seat post, saddle, brakes, lights, crankset, pedals, rims, wheel hub, freewheel, cassette, derailleur, shifter, motor, throttle, controller, wiring harness, LCD display, kickstand, reflectors, and hardware. Warranty within 14 days after receiving the goods. Parts damaged during use after 14 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 SURNAT.
   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 SURNAT.
   7. Defects or damage caused by improper assembly, testing, operation, maintenance, installation, service, repair, or adjustment in a manner that varies from Assembly Instructions & Owners 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 or purchased outside the United States.

Bike Performance Disclaimer

The bikes listed range and top speed are estimates (not guarantees) of expected performance. Performance will vary with rider weight, cargo weight, rider /cargo shape (both contribute to drag), terrain, tire pressure, brake adjustment, throttle vs PAS usage, pedal power, battery charge level, ambient temperature and wind conditions. Under certain conditions it is possible to get ranges and top speeds that are different from the listed estimates.

Credit Card Chargebacks

If a credit card chargeback is requested on an order, and the customer is still in possession of the product or products within the order, the chargeback, refund, or credit will not be processed until the product has been returned to us. If we determine the customer will retain the product, the warranty may be suspended indefinitely based on the sole discretion of SURNAT ebikes. In most cases, once the chargeback is resolved the warranty will resume from the original date of shipping as outlined in the warranty without any extension for the time the warranty was suspended.

Liability Disclaimer

Riding any kind of bicycle comes with inherent risks and dangers that cannot be predicted or avoided. These dangers could result in a serious accident, injury, or death of the rider. It is the sole responsibility of the rider to become properly educated and prepared to ride safely. Once in possession of the bike, SURNAT ebikes strongly encourages and recommends that all customers have a certified and reputable bicycle mechanic complete a full inspection of each component on the bicycle to ensure it is safe for operation. SURNAT ebikes makes no claims or guarantees that the brakes, battery, frame, motor, motor controller, display, electrical cables, electrical cable housings, fasteners, grips, fork, stem, shifters, headset, seat post, seat post clamp, handlebar stem clamp, saddle, wheel hubs, handlebars, spokes, rims, tires, tubes, derailleur, freewheel, cassette, throttle, kickstand, lights, reflectors, hardware, bottom bracket, or any other part or accessory, will be properly secured and adjusted upon arrival. Before every ride fully inspect your bicycle to ensure everything is secured and adjusted properly.

Under no circumstances is SURNAT ebikes responsible for any damage resulting from damaged, defective, or improperly secured parts. This includes, but is not limited to, damage to personal property, personal injury, or death.

Notice: E-Bikes Are Not for Sale to Persons Under the Age of 18. Underage riders MUST be accompanied by parents or adults when riding.

What if my bike was stolen?

Unfortunately, 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.

There're some advice to help avoid possible theft as following steps:

1.Make a record of the bicycle's serial number, generally located on the frame underneath the bottom bracket or on the head tube.
2.Register the bicycle with the local police.