Warranty

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 the replacement parts free of charge. 

After the warranty period, the customer has to pay for the replacement parts and shipping fees. The e-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: Second-hand e-bikes and modified e-bikes are not covered by warranty.

2. Warranty Coverage Details

The following table is fully based on the warranty items in the original Excel file, with no additional or missing parts:

Parts Guarantee Period Coverage & Exclusions
Frame (Including Main Frame, Front Fork) 12 months Covered: Quality defects such as natural deformation, open welding, desoldering, and fractures caused by manufacturing or material problems.

Not Covered: Damage caused by collision, overloading (exceeding the rated load of 120kg), exposure to corrosive substances (acid, alkali), or improper storage.
Handlebars, Stem, Seat Post, Seat Tube 12 months Covered: Structural failures such as bending and cracking caused by manufacturing defects during normal use.

Not Covered: Wear from long-term use, damage from violent adjustment or disassembly, and failure caused by cutting/modification without authorization.
Wheel System (Rims, Spokes, Front/Rear Hubs) 12 months Covered: Rim deformation, spoke breakage, and hub bearing damage caused by poor manufacturing.

Not Covered: Damage from driving over sharp obstacles, improper tire inflation (over-inflation/under-inflation), and collision-induced deformation.
Tires & Inner Tubes 3 months Covered: Inherent quality issues such as air leakage without external damage and rubber cracking found upon unboxing.

Not Covered: Punctures from sharp objects, wear from long-term riding, damage from potholes/speed bumps, and improper installation.
Braking System (Brake Calipers, Brake Rotors, Brake Pads, Brake Cables/Hoses) 6 months Covered: Brake caliper malfunction, brake rotor warping (non-collision reason), and brake cable/hose leakage caused by manufacturing defects.

Not Covered: Normal wear of brake pads (consumable part), damage from collision, and failure caused by improper adjustment by the user.
Transmission System (Chain, Chainrings, Cassette, Front/Rear Derailleur, Shifter) 6 months Covered: Chain breakage (non-overload reason), tooth damage of chainrings/cassette, and derailleur shifting failure caused by manufacturing defects.

Not Covered: Wear from lack of lubrication, damage from foreign objects stuck in the transmission, and failure caused by self-modification of shifting parameters.
Saddle, Pedals, Fenders, Rear Rack 6 months Covered: Saddle frame cracking, pedal axle breakage, and structural damage of fenders/rear racks caused by manufacturing defects.

Not Covered: Surface wear of the saddle, aging of pedal grips, and deformation of fenders/rear racks due to collision or overloading.
Electric Control System (Controller, Charger, Main Wiring Harness, LCD Display, Throttle, Pedal Assist Sensor (PAS)) 12 months Covered: Short circuits, burnout, and functional failures (e.g., LCD display black screen, PAS unresponsiveness) caused by manufacturing defects.

Not Covered: Water ingress (except for waterproof models specified by the factory), artificially cut wires, damage from using non-ESKUTE original chargers, and normal wear of mechanical components (e.g., throttle button).
Lighting System (Headlight, Taillight, Turn Signals) 6 months Covered: Bulb burnout, LED failure, and circuit malfunction caused by manufacturing defects (e.g., light not turning on upon first use).

Not Covered: Cracked lens from collision, bulb wear from long-term use, and failure caused by improper wiring by the user.
Motor (Motor Body, Stator, Rotor) 12 months Covered: Coil phase loss, motor burning, magnetic steel demagnetization/detachment, and motor shaft deformation caused by manufacturing defects.

Not Covered: Motor failure due to water ingress (except for waterproof models), damage from overloading, and failure caused by unauthorized disassembly or repair.
Battery (Battery Pack, Battery Case, Charging Port) 12 months Covered: Poor internal contact, sudden power failure, inability to charge, and capacity dropping below 60% of the original rated capacity under normal use (charged and discharged in accordance with the manual).

Notes: The warranty period of the replaced battery will not be reset, and it will only cover the remaining duration of the original 12-month warranty.

Not Covered: Water damage, man-made impact/crushing, overcharging (using non-original chargers), and capacity loss due to long-term storage without charging (exceeding 3 months).

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.

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@eskute.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@eskute.net
We typically reply within 1 business day.