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Warranty Policy

Overviews

  1. If you are a consumer, meaning that you are not buying our product(s) in the course of your business, trade, or profession, you are entitled to a 2-year (and 5-year for frame) limited warranty against manufacturing defects in materials and workmanship, starting from the date of delivery. 

  2. The 2-year limited warranty covers the electronic parts (if applicable) and non-wear and tear components: motor, controller, torque sensor, battery, etc. The frame is covered by a limited warranty for 5 years. The warranty does not cover any consumables, any non-original or unauthorized components and parts, normal wear and tear of any covered components, any damage or defects to covered components resulting from failure to follow instructions in the owner’s manual, force majeure, accident, theft, vandalism, misuse, neglect, abuse, commercial use, alterations, modification, improper assembly, operator error, water damage, extreme riding, stunt riding, or improper/unauthorized maintenance and services. As for batteries, the warranty doesn’t cover damages from power surges, use of an improper charger, improper maintenance or other such misuse, normal wear or water damage, or improper storage ( under -20° or above +45°). Wear and tear components are not covered by the 2 years of warranty, we will still offer support if needed on these components with some reasonable fee charge.

  3. The detailed warranty period for most components is shown in the below table:

Process

  1. To initiate the warranty process, you must contact and inform the customer service of JOIEEM. We may request you to show the proof of purchase and the most detailed description possible about the issue and photo and/or video materials if possible. Please note that before the issue is completely resolved, you should stop using the product(s) for your safety.

  2. Customer service of JOIEEM will work with you on the problem with your product(s) to identify potential resolutions. Depending on your situation, possible remedies may be: we guide you to perform simple fixes by yourself; we lead you to one of the official service points; we allow you to use a professional bicycle workshop of your choice and reimburse the repair costs incurred; or we transport the product(s) back to JOIEEM for handling. We will instruct you regarding the procedure. The defective component will be replaced with another original component or with another equivalent component. If necessary, you or the professional bicycle workshop of your choice will be provided with the replacement component.

  3. Please note that you should always contact JOIEEM for warranty claims and get a prior notification and authorization from us before taking further action. Unauthorized repairs hinder our ability to review the defect and decide whether it falls under the warranty. The warranty may be void if you or a third party attempt to repair the product(s) without prior notification and authorization from JOIEEM.

Important Hint

  1. LIKE ANY PHYSICAL ACTIVITY, RIDING A BICYCLE MAY CAUSE MINOR OR MAJOR INJURIES OR DISCOMFORT AND MAY WORSEN OR COMPLICATE UNDERLYING MEDICAL CONDITIONS OR DISEASES. BY CHOOSING TO RIDE A JOIEEM BICYCLE, CLIENT ASSUMES ALL RESPONSIBILITIES AND RISKS FOR ALL SUCH INJURIES OR OTHER MEDICAL CONDITIONS.

  2. CLIENT ACKNOWLEDGES THAT OPERATING THE BICYCLE HAS INHERENT RISKS, DANGERS AND HAZARDS, INCLUDING, BUT NOT LIMITED TO, TRAFFIC CONDITIONS, WEATHER CONDITIONS, ROAD AND SIDEWALK CO

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