Warranty policy

Important Notice

This document describes our voluntary commercial manufacturer’s warranty. Under EU consumer law, you benefit from a statutory 2‑year legal guarantee for goods with manufacturing defects. Your statutory legal rights remain fully unaffected by this commercial warranty.

Warranty Period & Eligibility

Our voluntary commercial manufacturer’s warranty applies to the original end‑customer who purchased the e‑bike from our official EU online store.

  • To activate warranty service, please keep your valid order proof. This commercial manufacturer warranty is offered for the original purchaser only; it is not transferable to second‑hand buyers.
  • Products bought from unauthorized third‑party resellers are not covered by our voluntary commercial warranty. Your statutory legal consumer rights towards the seller are not excluded.
  • Second‑hand owners may still exercise their statutory EU legal guarantee against defects originating at the time of delivery.

Covered under Voluntary Commercial Warranty

Subject to exclusions below, we will repair or replace components proven to suffer from manufacturing‑origin defects.

Frame

  • 2‑year commercial replacement warranty for manufacturing defects.
  • Only frame replacement is covered. Labour costs for part transfer onto replacement frame are not included.

Frame issues excluded from commercial warranty:

  • Corrosion, paint fading, scratches, impact dents
  • Damage caused by crash, impact, accident
  • Non‑reversible modification such as drilling or welding
  • Chain‑guard cosmetic damage
  • On‑site labour costs for frame replacement service are not covered under this warranty.

Battery

  • 2‑year voluntary commercial warranty for original‑owner buyers. For confirmed manufacturing defects, defective battery units will be repaired or replaced free of charge under this commercial commitment.
  • The warranty start date stays the original purchase date for repaired / replaced battery units.
  • Battery defect assessment will be performed by our authorized technical team.

Exclusions for battery (commercial warranty):

  • Accident, misuse, improper storage, water/liquid ingress, neglect, physical over‑stress
  • Unauthorized modification, opening or tampering of battery housing and seals
  • Using non‑original / incompatible chargers
  • Cosmetic scratches and dents without internal manufacturing failure
  • Normal capacity degradation caused by regular usage and ageing
  • Serial number removed, defaced or unreadable
  • Using the battery on non‑Deepower bikes

Parts & Components

  • 2‑year limited commercial warranty for original Deepower components against manufacturing defects.
  • After 15 days post‑delivery, shipping fees for warranty‑replacement spare parts are at customer’s cost.

Component commercial‑warranty exclusions:

  • Corrosion caused by moisture and environmental exposure
  • Cosmetic surface damage, scratches and dents not caused by factory defect
  • Labour cost for on‑site part installation and replacement
  • Accident, misuse, improper maintenance, non‑official modification
  • Serial number removed, altered or unreadable
  • Normal wear‑and‑tear consumable parts: tyres, brake pads, brake fluid, bearings, chains, sprockets etc.

How To Submit A Warranty Claim

Please contact us at support@deepowerbike.com and provide:

  • Order number
  • Check‑out email and delivery address
  • Clear photos or short videos showing the fault
  • Short written description of the problem
  1. Our support team will first provide remote troubleshooting guidance.
  2. If component replacement under warranty is approved, we will send replacement‑part instructions.
  3. Warranty‑replacement parts will normally be dispatched within 5‑10 business days after claim approval.
  4. Replacement spare parts will be dispatched to the original order delivery address.
  5. Return shipping cost for defective parts are at customer’s cost unless we give explicit written agreement to cover freight.

Defective parts do not always need to be returned; we will inform you case‑by‑case.

Shipping‑Related Damage

Please inspect your bike immediately upon delivery. If you discover shipping‑caused damage:

  1. Notify us within 15 calendar‑days after receiving your parcel.
  2. Provide dated photo evidence of damaged items.
  3. Note visible damage on carrier’s delivery document upon receipt.

Damage reported after this 15‑day window will not be recognized as shipping‑related damage.

Claims for freight‑forwarder arranged independent shipping are not covered under our commercial warranty.

Out‑of‑Warranty Service

Even if a fault falls outside our voluntary commercial warranty, you can purchase genuine Deepower spare parts by emailing support@deepowerbike.com.

Important Legal Information

This voluntary commercial warranty sets forth our additional voluntary commitments. It does not replace, restrict or exclude your mandatory statutory consumer rights under EU law.

To the maximum extent permitted by applicable consumer‑protection legislation, our liability under this commercial warranty shall not exceed the purchase price you paid for the e‑bike. Liability cannot be contractually excluded for personal injury caused by product‑liability directives.

Some EU‑member‑state national laws do not allow certain liability‑limitation clauses; those limitations will only apply to the extent legally permitted in your country of residence.

If you have further questions regarding warranty coverage, please contact support@deepowerbike.com.

You may also read our Return & Refund Policy for return‑related information.