Warranty Policy
At Cleytro, we engineer our electric bicycles (E-bikes) and electric scooters (E-scooters) for durability and performance. We stand behind our product quality, but our warranty coverage strictly depends on the sales channel through which your vehicle was purchased.
Please read the specific terms below regarding channel eligibility and coverage durations.
1. Purchase Channel & Warranty Eligibility (Important)
A. Direct Official Store Purchases (Cleytro.com)
- 2-Year Full Coverage: Customers who purchased their E-bike or E-scooter directly from our official independent store (Cleytro.com) are eligible for our premium 2-Year (24-Month) Limited Warranty starting from the date of delivery.
B. Third-Party Channel Purchases (Amazon, eBay, AliExpress, Local Dealers, etc.)
- Contact First Platform: If you purchased your Cleytro vehicle through any third-party platform or marketplace, you must first contact the customer service team of the specific platform or retail store where you placed your original order for any post-purchase or warranty claims.
- Limited 6-Month Support: In principle, for vehicles not bought directly via Cleytro.com, Cleytro will only provide a limited 6-Month (6-Month) After-Sales Support period for the core major components (Battery, Motor, and Controller). After this 6-month window, any warranty requests must be exclusively handled by your original purchase platform according to their respective store policies.
2. What Is Covered (For Cleytro.com 2-Year Scope)
For verified official website buyers, this warranty covers manufacturing defects in materials and workmanship under normal use conditions during the 24-month period:
- Frame & Rigid Fork: Structural integrity of the vehicle frame.
- Electric Motor: Hub motor or mid-drive motor assembly.
- Lithium-Ion Battery: Guaranteed to maintain at least 70% of its rated capacity.
- Electronic Controller & Display: The central computer module, throttle, and display screen.
- Battery Charger: The original charger supplied with the vehicle.
Note: For non-Cleytro.com buyers, the above components are strictly limited to 6 months of support.
3. What Is NOT Covered (Exclusions)
Regardless of the purchase channel, this limited warranty does not cover:
- Normal Wear and Tear: Consumable items that naturally degrade through standard use, including tires, inner tubes, brake pads, brake discs, chains, grips, pedals, spokes, and saddle fabrics.
- Improper Maintenance & Storage: Damage resulting from failure to follow the user manual, neglecting routine safety checkups, or storing the battery in improper temperature ranges.
- Water Damage: Damage to electronic components caused by pressure washing, riding through deep water, or leaving the vehicle exposed to heavy rain.
- Accidents, Abuse, and Commercial Use: Damage caused by crashes, stunts, overloading beyond weight capacity, or commercial operations (e.g., food delivery or rentals).
- Unauthorized Modifications: Any unauthorized alterations to the vehicle structure, electrical wiring, or hacking/tuning the motor firmware to bypass factory speed limits will immediately void all warranties.
4. How to Submit a Warranty Claim
Step 1: Check Your Order Channel
- If you bought from Cleytro.com, email us directly at [cleytro@hotmail.com].
- If you bought from another platform, please log into that marketplace account and message the storefront seller directly.
Step 2: Provide Required Information
When contacting support, you must provide:
- Your original Order ID / Purchase Receipt.
- The vehicle's Serial Number (usually stamped on the frame under the bottom bracket or head tube).
- Media Evidence: Clear photos or a short video clip demonstrating the technical issue or defect. Our engineering team cannot diagnose or authorize parts replacement without visual verification.
5. Resolution & Shipping Costs
- Resolution: Verified manufacturing defects will be resolved through free replacement parts, localized repair pre-authorizations, or vehicle replacements at Cleytro's sole discretion.
- Shipping Fees: For official website buyers, Cleytro covers shipping costs for warranty replacement parts within the first 30 days of delivery. After 30 days, the parts are provided for free, but the customer is responsible for standard shipping and handling fees.
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