1. Warranty and Guarantee
The warranty period for e-bikes is as follows. If the customer finds non-human damage within the warranty period, we will send replacement parts free of charge.
After the warranty period, customers need to pay for replacement parts and shipping fees. All e-bikes sold are brand-new factory products with original parts.
Accessories purchased separately are sold at cost price for quick problem-solving; except for DOA (Dead On Arrival), they are not covered by warranty.
Please note: Second-hand e-bikes and modified e-bikes are not covered by warranty.
2. Warranty Coverage
| Item | Parts | Guarantee 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 and collision damage are not Warranty. | |
| Tire | 1 months | If the tire is punctured by a sharp object, the warranty will not be given if there is a problem with the tire due to insufficient tire pressure, passing through a speed bump, a pit, etc. Only if there is a problem with the quality of the product received, it is within the scope of the warranty. |
|
| Saddles, Plastic parts,Round disc brake rotor,Brake pads, Brake cable | 3 months | There is no warranty for parts collision damage etc. Man-made damage, self-modification, and parts damaged by collision are not guaranteed. | |
| Kickstand, 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 Lug, Connecting Rod Piece | 6 months | ||
| Electrics parts | Controllers, Chargers, Main/auxiliary cables, Display, Front and Rear brakes, Accelerators, Brake Levels, Pedal assistance Sensors | 12 months | Short circuit, burnout, and performance failures caused by poor manufacturing can all be replaced. Water ingress, artificially cutted cables, natural wear and tear of brakes, and man-made damage are not covered by warranty. |
| Headlights, Taillights | 6 months | ||
| Motor parts | Motor | 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. |
| Motor hall, Motor bearing | 12 months | Hall wire burnt out, abnormal noise or rupture of bearing. | |
| Battery | Battery box, Battery top cover, Battery bottom cover, Battery | 12 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. |
3. Warranty Exclusions
The following conditions do NOT qualify for warranty:
- Failure caused by user’s misuse, lack of maintenance or improper adjustment contrary to the Instruction Manual.
- Failures caused by user disassembly, repair, or modification without authorization.
- Damage caused by improper use, storage, or accidents.
- Repairs done by unauthorized repair shops without our consent.
- Minor scratches or damage to outer packaging due to logistics transportation.
- Please contact us and get written approval before returning any product. Unauthorized returns will not be refunded.
4. How to Apply for Warranty
Step 1: Take a picture/short video of your question.
Step 2: Send a short description of the problem, pictures or videos of issue, order number, platform of purchase to service@hillmiles.com.
Step 3: We'll diagnose your problem and if it's clear what's wrong, we'll provide a solution.
Step 4: When it comes to issues that can’tbe diagnosed in the first place, we will send you the troubleshooting files, it will need you to detect
according to our detection method and provide us with the corresponding videos or pictures, and we will
give a solution after receiving the videos or pictures.
Step 5: We will verify your order information and delivery address, and reissue the corresponding accessories to you.
5. Contact Us
Please contact us by email only:
service@hillmiles.com
We typically reply within 1 business day.