Warranty Policy

Policy changed from 1 year to 2 years on 11/01/2023

Limited Warranty Period This Limited Warranty covers all defects in material and workmanship of the Product arising or occurring as a result of your normal and ordinary use of the Product. In the event a defect covered by this Limited Warranty occurs, GOTRAX will repair or replace your Product in accordance with the terms of this Limited Warranty. The applicable period for the Limited Warranty begins from the later of either: (i) the original purchase date of the Product from an authorized GOTRAX Distributor or Dealer


Vehicle Body -  -  -  -  -  -  -  -  -  -  -  -  -  -  -  -  -  -  -  -  -  -  -  -  -  -  -  -  -  -  -  -  -  -  - -  -  -  2 years

  • Frame 
  • Rear Wheel Hub Motor Assembly 
  • Front Fork and Neck Assembly 
  • Rear Fork Assembly 
  • Handlebars 
  • Dashboard / Console
  • Stem 
  • Spring Cable 
  • Charge Port Failure (dirt/water/mud in port not covered) 
  • Bottom Cover (Metal)

    Other Components- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -2 years  
  • Battery Charger 
  • Battery Pack 
  • Electronic Throttle 
  • Electronic Brake

    Components Subject to Wear - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 90 days 
  • Handlebar Grips 
  • Handlebar Ends 2 
  • Rear Wheel
  • Headlight 
  • Front Fender 
  • Rear Fender 
  • Brake Light 
  • Deck Rubber 
  • Front Fork Cover 
  • Folding Pedal Cover 
  • Reflective Stickers 
  • Bottom Cover (Plastic) 
  • Kickstand 
  • Fastener Covers 
  • Charge Port Cover 

 

Replacements and Repairs: (i) the remainder of the original Limited Warranty for the Product; or (ii) 90 days to 2 years (depending on the part, read above) from the consumer’s date of receipt of the replacement or repaired Product.

    COVERED PRODUCTS

    GOTRAX will replace any component that is deemed to be defective or damaged (including damage incurred during shipment), except in case of user error. The warranty covers the listed products and follows the terms below:

    Frame

    Gotrax e-bike and e-scooter frames are covered by a replacement warranty for 2 Years

    This warranty includes a replacement frame only. Labor charges associated with transferring parts to replacement frames are not included.

    In the event that the processing of a warranty claim requires shipping, any such shipping charges are the responsibility of the bicycle's/scooter's owner. During the duration of this limited warranty, GOTRAX will either repair any defective frame or component, or, at our option, replace any defective frame or component with the same or most nearly comparable model or component then available. An authorized GOTRAX service representative will determine if the frame meets the replacement standard. 

    GOTRAX reserves the right to use scratch and dent stock when replacing a frame under this warranty. Frame styles and/or colors not in stock may be replaced with a compatible style and/or color at GOTRAX discretion.

    Frame issues excluded from this warranty include but are not limited to:

    • Corrosion
    • Paint fade, scratches, and impact marks
    • Impact damage
    • Non-reversible modification (such as drilling or welding)
    • Chain guard mounted to the frame, if applicable

    Batteries

    GOTRAX batteries are covered by a 6 month prorated warranty.

    During the first 6 months of service – A defective battery will be repaired or replaced at no cost to the customer. The warranty period for a repaired or replaced battery will remain unchanged from the original purchase date.

    No cash reimbursement will be made.

    Batteries can be assessed and found defective directly by GOTRAX only.

    This Limited Warranty does not cover:

    • Defects or damage resulting from accidents, abuse, misuse, abnormal use (including but not limited to stunt riding, racing, or other similar activities not consistent with the intended use of the Products), improper storage, abnormal exposure to liquid, chemical exposure, moisture, abrasives, sand or dirt, neglect, or abnormal physical, electricalor electromechanical stress;
    • Defects or damage caused by private modification;
    • Scratches, dents, and cosmetic damage, unless caused by GOTRAX;
    • Products that have the serial number or bar-code removed, defaced, damaged, altered, or made illegible;
    • Ordinary wear and tear;
    • Defects or damage to the Products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by GOTRAX for the Products;
    • Defects or damage caused by the assembly, testing, operation, maintenance, installation, service, repair, or adjustment of the Products in a manner that varies from the Assembly Instructions or Owner's Manual;
    • Defects or damage resulting from external causes such as collision, fire, flooding, windstorms, lightning, earthquakes, exposure to weather conditions, theft, blown fuses, or improper use of any electrical source.

          In addition, with respect to the battery, this Limited Warranty does not cover        defects or damage resulting from following actions or situations:

    • Charging with a battery charger not intended or appropriate for use with the Battery;
    • Using a battery charger improperly;
    • If any of the seals on the battery are broken or show evidence of tampering;
    • If the Battery has been used in equipment other than the Scooter / Bike for which it is specified.

    Parts & Components

    Original GOTRAX parts and components are covered by a 3 Month to 2 years (see above for which time period the part falls under) limited warranty. (If more than 15 days have passed since the date of receipt of the bike, the replacement of parts within the warranty period will require shipping costs.)

    This Limited Warranty does not cover:

    1. Parts compromised by corrosion due to exposure to the elements (moisture, heat, etc.);
    2. Damage or deterioration of the surface finish, appearance, or aesthetics of the product;
    3. The Warranty of the frame, forks, handlebar, seat post, saddle, brakes, lights, crank-set, pedals, rims, wheel hub, freewheel, cassette, derailleur, shifter, motor, throttle, controller, wiring harness, LCD, kickstand, reflectors, and hardware only extends one week after receiving the goods. Parts damaged during use after seven days will be charged to the customer;
    4. Labor charges for part replacement or changeover;
    5. Defects or damage resulting from accidents, abuse, misuse, abnormal use (including but not limited to stunt riding, racing, or other similar activities not consistent with the intended use of the Products), improper storage, abnormal exposure to liquid, chemicals, moisture, abrasives, sand or dirt, neglect, or abnormal physical, electrical or electromechanical stress;
    6. Scratches, dents, and cosmetic damage not caused by GOTRAX;
    7. Products with the serial number or bar-code removed, defaced, damaged, altered, or made illegible;
    8. Defects or damage to the Products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by GOTRAX for the Products;
    9. Defects or damage caused by improper assembly, testing, operation, maintenance, installation, service, repair, or adjustment in a manner that varies from the Assembly Instructions or Owner's Manual;
    10. Defects or damage resulting from external causes, such as collision, fire, flooding, windstorms, lightning, earthquakes, exposure to weather conditions, theft, blown fuses, or improper use of any electrical source.
    11. Ordinary wear and tear not resulting from defects in workmanship or materials. Wear and tear can be assessed by GOTRAX. Parts not typically covered include but are not limited to:
    • Brake pads
    • Rotors
    • spokes
    • Tires/tubes
    • Chains
    • Chain rings
    • Cassettes
    • Crank-set
    • Screws
    • Fenders
    • Keys

    CLAIMS PROCESS

    1. Warranty Claims

    All claims to this warranty must be made through GOTRAX and submitted to support@gotrax.com. Or through our claim page here. Proof of purchase and photos or videos of the damaged product is required to be submitted alongside any warranty request. Before making a warranty claim, you are encouraged to contact GOTRAX via support@gotrax.com, as there may be a simple fix for your problem that does not necessitate filing a claim. Valid warranty claims made within 1 Year of initial purchase will be processed through GOTRAX.

    GOTRAX will not replace any part without first seeing photos or video of the damaged product. Customers must provide this evidence by email.

    Attention: GOTRAX will offer free components and replacement parts (while shipping fees are not included), and any installation fees will not be covered by GOTRAX without the after-sales team’s authorization.

    2. Shipping Damage Claims

    In rare instances, the item received may be damaged during transportation. If shipping damage occurs, please contact Support@GOTRAX.com and provide us with photo or video proof.

    No free accessories are eligible for replacement or compensation if they are scratched during transportation.

    NOTICE: We will not accept shipping damage claims filed more than 7 days after receipt of any products.