Warranty Policy
GOTRAX Limited Warranty
Every new GOTRAX product is covered against defects in materials and workmanship. How long you're covered depends on what you bought — find your product in the table below. If something goes wrong, email support@gotrax.com with your proof of purchase and photos or video of the problem, and we'll repair or replace the part.
1. How long am I covered?
| What you bought | Warranty length |
|---|---|
| eBike or adult eScooter priced $499 or more | 2 years |
| eBike or adult eScooter priced under $499 | 1 year |
| Powersports — dirt bikes, ATVs | 1 year |
| Golf carts | 2 years |
| Kids ride-on toys | 180 days |
| Hoverboards | 90 days |
Three things to know:
- The $499 threshold is based on the price you actually paid for the individual item, not the MSRP. If a $549 bike was on sale for $449, it gets the 1-year warranty. The warranty is based on the price for the item, not your order total.
- Your warranty starts on the original date of purchase, and we need proof of purchase to honor it — or just your order number for orders placed on gotrax.com.
- Wear-and-tear parts have their own shorter window. See section 2.
2. What's covered on eBikes and eScooters
Parts fall into three groups. The first two are covered for your full warranty period (2 years or 1 year, per the table above). The third is covered for 90 days.
Vehicle body — full warranty period
Frame, rear wheel hub motor, front fork and neck, rear fork, handlebars, dashboard, stem, spring cable, charge port, metal bottom cover.
Select electronic components — full warranty period
Battery pack, battery charger, electronic throttle, electronic brake.
Parts subject to wear — 90 days
Handlebar grips and ends, rear wheel (not including the tire), headlight, brake light, brake cables, brake levers, fenders, deck rubber, fork cover, folding pedal cover, reflective stickers, plastic bottom cover, kickstand, fastener covers, charge port cover, rims, rear derailleur, tiller hooks, bike chains, bells, freewheel, seats, seat post clamps, buttons for displays and consoles.
Never covered
Tires and tubes, brake pads, screws, and cosmetic or aesthetic damage.
3. Batteries
Your battery is covered for the full length of your product's warranty. If we determine it's defective, we'll repair or replace it at no cost to you. Only GOTRAX can assess whether a battery is defective, and we don't offer cash reimbursement in place of a repair or replacement. A replacement battery doesn't restart your warranty clock — coverage still runs from your original purchase date.
Your battery warranty is void if:
- You used a charger that isn't GOTRAX-approved, or used the charger improperly
- You charged the battery for more than 6 hours at a time
- The battery seals are broken or tampered with
- The battery was used in equipment it wasn't specified for
4. Frames
Frames are covered for the full warranty period listed in section 1. If we replace a frame, we cover the frame itself but not the labor to move your parts onto it.
Frame coverage excludes: corrosion, paint fade, scratches and impact marks, impact damage, non-reversible modifications, and damage from a mounted chain guard.
5. What's not covered
This warranty covers manufacturing defects under normal use. It does not cover:
How the product was used
- Accidents, abuse, misuse, or neglect
- Stunt riding or racing
- Improper storage
- Abnormal physical or electrical stress
- Assembly or maintenance that departs from the manual
- Modifications you made yourself
- Accessories or equipment that aren't GOTRAX-approved
Outside forces
- Exposure to liquid, chemicals, moisture, sand, or dirt
- Collision, fire, flooding, windstorms, lightning, earthquakes, or other weather
- Theft, blown fuses, or improper electrical use
Normal wear and cosmetics
- Ordinary wear and tear
- Cosmetic damage, unless GOTRAX caused it
- Surface finish deterioration from corrosion
Specific parts and situations
- Brake pads, rotors, spokes, tires and tubes, chains, chainrings, cassettes, cranksets, screws, fenders, and keys
- Parts purchased individually
- Products with a removed or defaced serial number or barcode
- Labor charges
6. Arrived damaged?
Contact us within 7 days of receiving your order. Claims filed after 7 days can't be accepted. Note that free accessories aren't eligible for replacement if they're scratched in transit.
7. How to file a claim
- Reach out before you file. Email support@gotrax.com and describe what's happening. Many issues have a simple fix, and we may be able to solve it without a claim at all.
- Gather what you'll need: your proof of purchase, and clear photos or video showing the problem. We can't replace any part without seeing the damage first, and we may ask for additional photos.
- Submit your claim by email to support@gotrax.com or through our claim form.
- We review and process it. If your claim is valid and within your warranty period, we'll arrange the repair or replacement.
One important note: once a claim is initiated, it's locked in. We can't switch to a different solution mid-claim, and you can't open a new return or claim for the same order. So if you're weighing options, talk to us before you file. Similarly, if we process a return for you, or if you file a chargeback that is settled in your favor, you no longer have warranty coverage for that item. If you return or chargeback your item, you're also returning your warranty coverage.
8. What you pay
- Shipping: you're responsible for shipping costs, though we offer discounted labels to help.
- Installation: we don't cover installation fees for repairs or replacement parts.
- Labor: not covered, including labor to transfer parts to a replacement frame.
- The part itself: covered, if your claim is approved.
Replacements may come from refurbished stock.
9. Common questions
My scooter's MSRP is over $499 but I paid less. Do I get 2 years?
No. Eligibility is based on the price you actually paid.
I bought a refurbished unit. Am I covered?
Refurbished products don't carry the limited warranty, but if something's wrong, tell us within 30 days of purchase and we'll help.
There's a scratch on the frame. Is that covered?
No — cosmetic and aesthetic damage isn't covered unless GOTRAX caused it.
Will you pay my local bike shop to install the replacement part?
No. Installation fees and labor aren't covered.
My replacement battery failed. Does it have its own 2-year warranty?
No. Coverage runs from your original purchase date, not from the replacement date.
Can I get a refund instead of a repair?
Not under the warranty. We repair or replace; we don't provide cash reimbursement.