Warranty Policy
Warranty for adult electric scooters & e-bikes purchased before 11/1/2023 is 1 year. All Adult electric scooters and e-bikes purchased after 11/1/2023 at a price of $499 or higher are covered for 2 years. All electric scooters and e-bikes purchased at a price of less than $499 are still covered for 1 year, no matter the date of purchase. Eligibility for 2 year warranty is determined by the price paid for the item, regardless of MSRP.
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 original purchase date of the Product from an authorized GOTRAX Distributor or Dealer. This warranty is only available on new products with proof of purchase.
In the event that the processing of a warranty claim requires shipping, any such shipping charges are the responsibility of the vehicle's owner. GOTRAX customer service offers shipping labels at a discounted price to our customers. During the duration of this limited warranty, GOTRAX will either repair any defective frame, component, or vehicle, or, at our option, replace any defective frame, component, or vehicle with the same or most nearly comparable model or component then available. GOTRAX reserves the right to use scratch, dent, and refurbished stock when replacing a part or vehicle under this warranty. An authorized GOTRAX service representative will determine if the frame meets the replacement standard.
Warranty Periods
The warranty period for GOTRAX products depends on the type of product. The warranty periods for adult electric bikes and scooters, hoverboards and kid's scooters, and powersports vehicles are listed below.
Adult Electric Bikes and Scooters
Adult eBike and eScooter replacements and repairs are covered for a period ranging from 90 days to 2 years following the purchase of the product, depending on the component. This warranty covers vehicles with a final sale price of $499 or higher. For more details about which parts are covered and for how long, refer to the adjacent list.
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)
Select Electronic Components - 2 Years
- Battery Charger
- Battery Pack
- Electronic Throttle
- Electronic Brake
Components Subject to Wear - 90 Days
- Handlebar Grips
- Handlebar Ends
- Rear Wheel (NOT THE TIRE)
- 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
- Rims
- Rear derailleur
- Brake Levers
- Tiller Hooks
- Bike Chains
- Bells
- Freewheel
- Seats
Parts Not Covered
- Tires and Tubes
- Brake Pads
- Screws
Hoverboards and Go Karts
All hoverboards and go karts are covered for a period of 90 days following the initial purchase of the product.
Powersports and eScooters
All GOTRAX powersports items (including dirt bikes, ATVs, and golf carts) and electric scooters (electric scooters with a final sale price below $499) are covered for a period of 1 year following the initial purchase of the product.
Refurbished Products
Refurbished products are not covered by our limtied warranty. For all refurbished products please report any issue within the first 30 days of purchase. So we can make sure you receive a working 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:
Part Categories
Frame
GOTRAX electric scooter, electric bike, hoverboard, and powersports vehicle frames are covered for a replacement warranty. The duration of the warranty period varies by product:
- eScooters (final sale price over $499) and eBikes: 2 Years
- eScooters (final sale price under $499) and Powersports: 1 Year
- Hoverboards: 90 Days
This warranty includes a replacement frame only. Labor charges associated with transferring parts to replacement frames are not included. 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 for the full length of the product’s warranty.
During the duration of the warranty, 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, electrical or 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;
- Charging the battery for longer than 6 hours, or otherwise recommended by the owner's manual. Overcharging can cause degradation of the battery's life and will void the warranty.
- 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 for the duration specified in the product’s warranty.
This Limited Warranty does not cover:
- Parts compromised by corrosion due to exposure to the elements (moisture, heat, etc.);
- Damage or deterioration of the surface finish, appearance, or aesthetics of the product;
- Labor charges for part replacement or changeover;
- 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;
- Scratches, dents, and cosmetic damage not caused by GOTRAX;
- Products with the serial number or bar-code removed, defaced, damaged, altered, or made illegible;
- 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 improper assembly, testing, operation, maintenance, installation, service, repair, or adjustment 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.
- 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
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 are required when submitting 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 the warranty period 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 not cover installation fees for repairs and replacement parts.
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.