Hanevear warranty covers all new e-bike manufacturing defects for 2-year from the date of purchase. If it meets the maintenance standards, we will repair your electric bike and bear all related parts, costs, and labor costs. If you need repairs or the parts are not covered by our warranty, please let us know and we will try our best to help-usually we can diagnose the problem and send you paid replacement parts. If your bike needs to be returned for repair, we will work with you to minimize the cost and workload.

This voluntary commercial warranty ("Warranty") is provided in addition to any statutory rights that consumers may have under applicable national law and does not affect, replace, or limit such rights. Where this Policy provides terms that are less favourable than your statutory rights, your statutory rights shall prevail.

1. Warranty Scope and Eligibility

1.1 Who Is Covered/ What Is Covered

This warranty applies only to the original purchaser of the product and is non-transferable. The warranty is automatically effective upon product delivery and requires no further registration.

The warranty applies only to physical products purchased from the “www.hanevear-ebike.com” website.

1.2 Geographical Coverage

This Warranty applies exclusively to Products purchased and used within the European Union. Warranty replacement parts will be shipped only to addresses located within EU Member States（Except for some small island addresses）.

1.3 Consumer's Responsibilities

The consumer shall exercise reasonable care and follow all maintenance, storage, and operating instructions set out in the Owner’s Manual. Failure to do so may affect warranty coverage.

2. Warranty Periods by Component

The warranty period begins on the date of delivery and remains in effect for the period specified below. The table below sets out the coverage and exclusions applicable to each category.

Notes: the following conditions are not covered by the warranty

The product is out of the warranty period.
The product is lost or stolen.
The product is free or complimentary.
The product is used in inappropriate ways or conditions, including but not limited to: falls, extreme temperatures, water, improper operations.
The product is not in its original state, such as modifications.
The product has been used in combinations with accessories that is not compatible with the product.
Buyers have no sufficient proof of purchase of products.
Unsupported software or firmware has been installed to the product.
When a damage is caused by the customer, the customer is responsible for the costs for the repairs and shipment.
When damage is caused by the customer, the customer is responsible for the costs for the repairs and shipment, including but not limited to: tire punctures caused by sharp objects and collision damage to components.
Customers' personal items are sent to HANEVEAR, instead of the HANEVEAR products.
The product is purchased from an unauthorized re-seller.

3. For claims regarding shipping damage:

Upon receiving your order, we advise promptly inspecting the products for any signs of damage. Claims for freight damage must be made within 14 days of receiving the product. It's crucial to note any damages on the Bill of Lading before accepting the shipment. Additionally, we recommend documenting any damage with photographs and retaining all packaging and paperwork until the inspection process is complete.

If you need to report a damage claim, please contact our Customer Support team within 14 days of delivery for instructions on return, replacement, or refund. You can do so by submitting a ticket at Fenny@hanevear-ebike.com.

4. When it comes to warranty claims:

When it comes to warranty claims:

Buyers are required to provide sufficient proof of purchase, including an order number, sales invoice, or dated receipt from an authorized Hanevear reseller. In some cases, multiple forms of proof may be necessary.

A detailed description of the defect must accompany the warranty claim, along with visible proof of the defect and the item's serial number (if applicable). Hanevear will document any troubleshooting steps taken by the buyer and may request the return of the defective product for quality inspection.

Please ensure that the defective product is returned in its original packaging or approved packaging provided by the dealer.

It's important to note that warranty claims may be voided in certain situations:

The product exceeds the warranty period.
The product is lost or stolen.
The product is obtained for free or as a complimentary item.
The product is used in inappropriate conditions or manners, including but not limited to: drops, exposure to extreme temperatures, water damage, or improper operation.
The product has been altered from its original state, such as through modifications.
The product has been used with accessories that are incompatible.
Insufficient proof of purchase is provided by the buyer.
Unsupported software or firmware has been installed on the product.
Damage caused by the customer incurs repair and shipping costs for which the customer is responsible.
Customers send personal items to Hanevear instead of Hanevear products.
The product is purchased from an unauthorized reseller.
If your issue isn't covered by the warranty, replacement parts are available for purchase directly from us at competitive prices. If you can't find the parts you need on our website, please contact us at Fenny@hanevear-ebike.com for assistance.

5. For repairs:

To request a repair, simply email us at Fenny@hanevear-ebike.com, providing the serial number of the product, a description of the issue, any relevant photos or videos, and a copy of the invoice (in PDF format). We'll aim to respond within 24 hours of receiving your email.