Warranty Policy

Metakoo Electric Bike Parts Warranty Policy On Replacement Procedures & Responsibilities

This warranty only applies to the original owner of a Metakoo electric bike. This warranty is limited to the replacement of defective parts at the sole discretion of Metakoo e-bike. This warranty does not cover any damage or defects resulting from failure to follow instructions in the owner’s manual, acts of God, accident, misuse, neglect, abuse, commercial use, alterations, modification, improper assembly, wear and tear, installation of parts or accessories not originally intended or compatible with the bicycle as sold, operator error, water damage, extreme riding, stunt riding, or improper follow-up maintenance. The warranty is of 1 year for the Metakoo e bikes. This warranty does not include accessories, consumables, or normal wear, and tear parts. Metakoo ebike will not be liable and/or responsible for any damage, failure, or loss caused by any unauthorized service or use of unauthorized parts. Shipping damage must be reported to us at support@metakooebike.com within 5 days after shipment arrival. In no event shall Metakoo ebike be responsible for any direct, indirect, or consequential damages, including without limitation, damages for personal injury, property damage, or economic losses, whether based on contract, warranty, negligence, or product liability in connection with its products. Metakoo ebike may charge a minimum service fee, replacement part cost, for cases where the warranty policy may not apply. All replacements are limited to 1-time per itemAll shipping for warranty must be pre-paid and insured by the customer. Metakoo ebike cannot be liable for lost in-bound packages. Warranty void where prohibited. 

*All bikes require routine maintenance, failure to keep up on maintenance of bikes does not put Metakoo ebike at fault* 

1-Year Limited Warranty About Metakoo Electric Bike Parts

Metakoo Cybertrack 100 / 300 electric bike parts including a motor, controller, frame ,front fork, Lithium-ion battery, battery charger, instrument are warranted against manufacturing defects in materials and/or workmanship for 1 year or 1-time replacement from the date of original purchase, whichever comes first.

NOTE: No warranty for water ingress , breakage , self-modification, man-made damage or collision damage.

(The battery warranty does not include damage from power surges, use of an improper charger, improper maintenance, or another such misuse, normal wear, or water damage. The controller is not covered by water, and the bicycle cannot be driven above moderate rain.)

Warranty is not provided for other fragile accessories.

If the customer finds non-human damage within the warranty period, we will send the replacement parts free of charge. After warranty period, the customer has to pay replacement parts and shipping fees. The Metakoo e bikes which we sell are factory new regular products, all parts are the same as the original parts.

The 1-year warranty would be started since the intial owner has received it.

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. No warranty card, or warranty card inconsistent with the bicycle.
  5. Vulnerable parts and consumables do not enjoy guarantees for repair, replacement or compensation of fault products, including brake seat bags, plastic parts, spokes, rims, brake cables, surface scratches, etc.
  6. The cost of repairing in other repair shops without the consent of the special maintenance organization.
  7. Slight scratches or damage to the outer shell caused by the logistics transportation of the accessories are not warranted.
  8. Scratched or broken lead fittings are not warranted.

How to Apply for Warranty of Your Metakoo Electric Bike Parts?

Contact us at support@metakooebike.com with the description of your problem and proof of purchase (i.e. order number, date of purchase, and product code (SKU number). For Metakoo Electric Bike parts that require after-sales service, you must provide a QR code of the body, a picture of the cargo mark, a transport order number, and a screenshot of the chat history. The date of receipt displayed on the logistics website shall prevail. We will evaluate your case and contact you to guide you through the process to resolve your problem.

1.Describe the problem with your item in detail: What happened? When? How?  

2.Tell us what steps you have already taken to resolve the issue.

3.Provide the item code indicated on the outer packaging.

4.Send a clear photo or video showing the defect(s); these should be taken under good lighting.

What Will We Do to Correct Problems with Your Metakoo Electric Bike Parts?

If a component is deemed to be defective or damaged without user error, we will issue a replacement part from local warehouse in USA/CA. We will assist you in replacing any defective part. We will replace any parts deemed to have been damaged during shipping. We will provide the owner a replacement product if the product can not be repaired after a reasonable number of tries as determined by Metakoo Ebike Team.

After reviewing our warranty policy, if you believe you have a warranty claim, please mail to support@metakooebike.com

What Will We Not Do?

Metakoo Ebike will not replace any part without first seeing photos or video of the damaged part. We will not offer warranty service to second owners. We will not replace any part damaged by the user. We will not pay for any third-party service or part replacement unless agreed upon prior to the fix. Metakoo Electric Bike store will not pay for return shipping on any damaged or defective product or component. Metakoo E Bike shop will not cover any damage that may occur during shipping if the owner uses its own shipping service. For more information, please check our Return Policy. We will not offer any warranty service to the owners who did not purchase from Metakooebike.com.

Replacement Procedure:

Metakoo ebike will replace any and all component that is deemed to be defective or damaged (including damage incurred during shipment) without user error.

✦Claims
All claims to this warranty must be made through Metakoo ebike, and submitted to support@metakooebike.com. Proof of purchase and photos or videos of the damaged product are required with any warranty request. Before making a warranty claim, we suggest that you contact us at support@metakooebike.com as there may be a simple fix for your problem. Valid warranty claims will be processed through Metakoo ebike within 1 years of initial purchase.

Metakooebike will not replace any part without first seeing photos or video of the damaged product. Customer needs to provide us with evidence by email.

✦Shipping Damage Claims
In rare instances, the item received may be damaged during transportation. If shipping damage occurs, please contact support@metakooebike.com and provide us with photo or video proof.

All free accessories will not participate in the replacement or compensation if they cause scratches during transportation.

NOTICE: we will not accept Shipping Damage Claims later than 5 days from receipt of products.