Warranty

1.Warranty and Guarantee

This warranty only applies to electric bikes purchased through our official EU website at koolux.net. If you purchased your bike from a third-party seller or retailer, please contact them directly for after-sales service. All KOOLUX bike owners are entitled to contact the KOOLUX team for troubleshooting assistance throughout the lifetime of their bike, but after-sales service must be handled by the original retailer.

The warranty period for electric bikes is as follows. If the customer finds non-human damage within the warranty period, we will send the replacement parts free of charge.

After the warranty period, the customer has to pay for the replacement parts and shipping fees. The electric bikes we sell are factory new regular products, all parts are the same as the original parts.

In order to facilitate customers to quickly solve problems with accessories, the accessories purchased separately are sold at cost price; therefore, except for DOA, they are not covered by warranty.

Please note: Electric bikes are not intended for sale to persons under 16 years of age. Minors must be accompanied by a parent or adult when riding and should wear appropriate protective equipment. Second-hand electric bikes and modified electric bikes are not covered by warranty. For clarification, we do not ship to island regions such as Sicily, Sardinia, Corsica, Guernsey, Jersey and the Isle of Man. Warranty replacement parts will only be shipped within the continental EU and mainland UK.

2. Warranty Coverage

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）The cost of going to other repair shops for repairs without consent.
5）Slight scratches or damage to the outer package box caused by the logistics transportation of the accessories are not warranted.
6）Please contact us and obtain our written approval before sending any item back. Any products returned without acceptance will not be refunded.
7）Consumable parts are not warranted , including tires, saddles, plastic parts, brakes, brakes rotors,brake pads, brake lines, surface scratches, etc.
8）"Wear and tear" parts are not covered. Below is a non-exhaustive list: Tires, brake pads, Brake elements, Hoses, Handles, Chains, pinion, Lights and bulbs, Seat covers, spokes, Pedals, Fuses.
9）Incorrect assembly or installation: Any problems caused by incorrect assembly or installation of the bicycle.
10）Accidents and Negligence: Damage caused by collisions, negligence, improper repairs, inadequate maintenance or abnormal, excessive or improper use.
11）Unauthorized modifications or installations: Modifications or installations of components, parts or accessories not originally designed or compatible with the Product.
12）Corrosion: Damage caused by corrosion is not covered.
13）Battery Damage: The battery is not covered for damage caused by power surges, use of inappropriate chargers, improper maintenance, normal wear and tear, or water damage.
14）Theft of the product is not covered by the warranty.

3.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 info@koolux.net

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.

4.Contact US

Please email us through info@koolux.net

We typically reply within 1 business day.