Warranty information
Eskute guarantee
At Eskute, we provide up to 2 years warranty on every brand new e-bike and 1 year warranty on used bikes for sale on the official website, excluding all wearing parts. Other bicycle accessories such as helmets, bicycle bags, etc. are only covered by a one-year warranty.
But: Please note that any defects caused by using the throttle grip, deactivating the speed limiter or changing the bike are not covered by our warranty.
The following table shows the warranty for certain parts.| Accessories | Warranty period | Note | |
| Electronic accessories | Motor | 2 years | The following conditions are not covered by the warranty: 1. Water damage to the battery, motor and control unit for personal reasons. 2. Man-made damage, self-modification, collision damage to spare parts, etc. 3. Puncturing of the tires by sharp objects. 4. Other damage resulting from improper use or use not in accordance with the manufacturer's instructions, as well as any defects resulting from normal wear and tear. |
| Controller | 2 years | ||
| Battery | 1 year | ||
| Charger/pedal sensor | 1 year | ||
| LCD display | 6 months | ||
| Switch for headlights | 6 months | ||
| Front light | 3 months | ||
| Basic accessories | Frame | 2 years | |
| Suspension fork | 1 year | ||
| Handlebars | 1 year | ||
| Crank handle | 6 months | ||
| Brake lever | 6 months | ||
| Pedals | 6 months | ||
| Cassette | 6 months | ||
| Thumb control | 6 months | ||
| Rear derailleur | 6 months | ||
| Brake disk | 3 months | ||
| Tires | 3 months | ||
Warranty for used e-bikes:
We offer a 1-year warranty on used bikes.
| Accessories | Warranty period | Note | |
| Electronic accessories | Motor | 1 year | The following conditions are not covered by the warranty: 1. Water damage to the battery, motor and control unit for personal reasons. 2. Man-made damage, self-modification, collision damage to spare parts, etc. 3. Puncturing of the tires by sharp objects. 4. Other damage resulting from improper use or use not in accordance with the manufacturer's instructions, as well as any defects resulting from normal wear and tear. |
| Controller | 1 year | ||
| Battery | 1 year | ||
| Charger | 6 months | ||
| LCD display | 3 months | ||
| Switch for headlights | 3 months | ||
| Front light | 2 months | ||
| Basic accessories | Frame | 1 year | |
| Suspension fork | 6 months | ||
| Handlebars | 6 months | ||
| Crank handle | 3 months | ||
| Brake lever | 3 months | ||
| Pedals | 3 months | ||
| Cassette | 3 months | ||
| Thumb control | 3 months | ||
| Rear derailleur | 3 months | ||
| Brake disk | 2 months | ||
| Tires | 2 months | ||
The warranty is automatically void if an unauthorized modification is made. During the service order process, you must notify us of any unauthorized modifications or non-Eskute repairs or replacements made to your product. We are not responsible for any damage to the product that occurs during the repair process that is the result of unauthorized modifications or repairs or replacements not performed by Eskute.
The warranty does NOT cover problems caused by any of the following.
- Any misuse of the product, such as using the bicycle for commercial/rental purposes, playing dangerous acts, etc., riding the bicycle in abnormal road conditions.
- Any unauthorized modification to the product, such as disassembly of the bicycle without instructions from Eskute, incorrect installation, repair or maintenance by anyone other than Eskute.
- The product was affected in accidents such as traffic accidents.
- The product has been exposed to extreme environmental conditions (including extreme temperature or humidity), extreme physical or electrical stress or interference, fluctuations or surges in electrical power, lightning, static electricity, fire, acts of God or other external causes.
- Damage to the rust protection layer due to improper use (damage to the rust protection layer can lead to corrosion and breakage of the parts).
Services
If you notice any problems with your bike during the warranty period, please contact us at support@eskute.de with the following information:
- Platform of purchase, such as Amazon, website, etc. (If you have purchased from Amazon, please also let us know the seller name on your order)
- Order number/ID
- The e-mail and delivery address you used when ordering.
- Pictures/short videos of the problems and a short description of the problems
Parts and labor. Eskute can provide both parts and labor, but can also instruct you to replace the easy-to-install parts yourself as described below.
In most cases, it is not necessary for you to return the defective parts to us.
If you return the defective product, as required by applicable law, Eskute will send you a replacement item. By doing so, you agree to pay Eskute the retail cost of the replacement item and the shipping costs.
Do-It-Yourself (DIY) parts service. The DIY Parts Service allows you to maintain your own product. If Eskute determines that the DIY Parts Service is available to you, Eskute will send you a replacement part for your product. The replacement part will be accompanied by instructions for installation and any requirements for returning the replaced part. Eskute reserves the right to decide whether or not to cover the labor costs associated with the DIY Parts Service.
For all repairs outside the warranty. Even if your problems are not covered by the warranty, you can buy the spare parts from us. As a manufacturer, we offer competitive prices for the parts of our bikes. If you would like to purchase spare parts from us, please contact support@eskute.de for more information.
*Note, we do NOT take the bike back. If you have any issues with the product, please contact us at support@eskute.de. Our dedicated customer support team will be happy to help you.