Warranty Policy

 

1. Recommendation

Mokwheel strongly recommends that all customers have their bicycle inspected and tested by a certified bicycle mechanic before the first ride. A complete check of all the bicycle's components helps ensure that the bicycle is safe to ride. Bicycles that have been shipped may arrive with bent or misaligned parts. Mokwheel does not warrant that the brakes, shifters, motor, stem, rims, spokes, derailleur, fork, or other components of the bicycle are properly secured and adjusted upon arrival. Mokwheel is not responsible for product or incidental damage caused by loose or misadjusted parts.

Assembly by the customer is at their own risk and Mokwheel cannot be held liable for improper assembly that causes damage to the bicycle or its components. Mokwheel is not responsible for any damage caused by improper installation. Parts and/or repair costs arising from improper assembly are the responsibility of the customer – not Mokwheel.

2. Two-Year Limited Warranty

The two-year limited warranty applies to purchases made through authorized Mokwheel channels. The warranty is non-transferable and applies only to the original owner and the original product.

Mokwheel warrants that the device will be free from defects in materials and workmanship for a period of two years from the date of purchase, provided it is used under normal conditions and maintained in accordance with the requirements described in the user manual.

The warranty period begins on the date of purchase and does not apply to e-bikes purchased from unauthorized sources. To benefit from the warranty, you must provide proof of purchase and verify the name and address and all other information provided at the time of purchase.If you purchased the product from a dealer or retailer, please contact them regarding their warranty policy.

3. What Does This Warranty Cover?

(1) The original device and/or non-wearable parts deemed defective at the sole discretion of MOKWHEEL will be repaired or replaced for up to two years from the original date of purchase.

*The warranty period for replacement products or promotional gifts is 3 months.

(2) In the case of a replacement device, warranty coverage ends six months after the date of the replacement device or at the end of the existing warranty, whichever is later. MOKWHEEL reserves the right to replace the device with a device of equal or greater value.

(3) Batteries and Motors: Faulty batteries and motors will be repaired or replaced free of charge. Only Mokwheel can directly assess defective batteries and motors.

Furthermore, this battery warranty does not cover defects or damage caused by the following actions or circumstances:
a. Use of an unsuitable charger to charge the battery.
b. If a seal on the battery is damaged or shows signs of tampering.
c. If the battery has been used in a device other than the intended bicycle.

 

4. What Is Not Covered by This Warranty?

(1) Normal wear and tear of wearable parts (specifically tires, tubes, brake pads, cables, housing, grips, chain, and spokes), which require regular maintenance, are subject to intended use and are not covered by the warranty. Replacement parts are available from MOKWHEEL.

(2) Any device that has been tampered with or used for unintended purposes.

(3) Damage caused by using the bicycle in competition or other applications outside of normal use.

(4) Damage caused by improper use, abuse, negligent handling, failure to perform required maintenance (e.g., failure to keep the motor or battery shaft free of liquids and other contaminants), or damage due to improper handling.

(5) Consequential and incidental damages or defects caused by failure to follow the instructions in the user manual, force majeure, abuse, negligence, and improper treatment.

(6) Damage caused by improper tools or inadequate maintenance work on the bicycle not authorized by MOKWHEEL.

(7) Damage caused by adding non-standard equipment, parts, or technical modifications.

(8) These exclusions also include damages caused by shipping, alteration, or repair of the product.

(9) Shipping damage is not covered by the warranty. Customers must report shipping damage or contact our support team within 7 days of receiving the item.

The following are some common wear parts (not exhaustive):

1. Hand Bell

2. Shift Lever

3. Rear Derailleur

4. Shift Cable Housing

5. Freewheel 

6. Chain

7. Chainring 

8. Brake Rotor

9. Tire Assembly

10. Front Fender

11. Rear Fender

12. Kickstand

13. Chain Protector Sticker

14. Front Reflector

15. Rear Reflector

5. Limited Warranty (Details)

6. How to Obtain Service

If your purchased product does not function properly under normal conditions during the warranty period, send an email to support@mokwheel.eu to get help with product care and maintenance, or submit a form.

Send photos/images so our technical team can identify the fault and assist you. If it is an issue that requires replacement, we will send you the component to be replaced and inform you of the corresponding steps.

MOKWHEEL will cover the shipping costs for all replacement parts under warranty.

7.Important Notice

By purchasing and using a MOKWHEEL e-bike, the customer acknowledges that cycling involves certain risks and hazards, including, but not limited to, traffic situations, weather conditions, obstacles, or the behavior of other road users. The customer assumes full responsibility for the safe use, maintenance, and control of the product. MOKWHEEL is not liable for any loss, injury, or damage resulting from improper use or failure to follow safety instructions. The use of appropriate protective gear is expressly recommended.