Warranty and Return
Every Paselec E-bike is covered under our manufacturer's one year all-inclusive warranty for the original owner against all manufacturing defects. Warranty parts will only be shipped within the continental United States. If you purchased a bike and had it then shipped to another country, parts will only be sent to the country in which the bike was originally sent. Paselec Bikes warrants this product, including all individual components against defects in material or workmanship as follows:
Paselec Limited Warranty
Paselec’s bicycle components(accessories) including forks, stem, handlebar, headset, seat post, saddle, brakes, lights, bottom bracket, crank set, pedals, rims, wheel hub, freewheel, cassette, derailleur, shifter, throttle, controller, wiring harness, LCD display, kickstand, reflectors and hardware are warranted to be free from manufacturer defects in materials and/or workmanship for a 5 months period from the date of original purchase. Wear and tear is not covered under warranty. Five-year warranty for the frame.
Paselec’s lithium ion batteries are warranted to be free from manufacturing defects in materials and/or workmanship for a 2 year period from the date of original purchase. The battery warranty does not include damage from power surges, use of improper charger, improper maintenance or other such misuse, normal wear or water damage.
What Will We Do to Correct Problems with Your Bike?
If a component is deemed to be defective or damaged without user error we will issue a replacement part. We will assist you in replacing any defective part. We will replace any parts deemed to have been damaged during shipping. We will provide the owner a replacement product if the product can not be repaired after a reasonable number of tries as determined by Paselec.
What Will We Not Do?
Paselec will not replace any part without first seeing photos or video of the damaged part. We will not offer warranty service to second owners. We will not replace any part damaged by the user. We will not pay for any third party service or part replacement unless agreed upon prior to the fix. We will not pay for return shipping on any damaged or defective product or component. Paselec will not cover any damage that may occur during shipping if the owner sets up their own shipping option or if the bike is shipped using a freight forwarder or similar service.
Terms of Warranty
This warranty only applies to the original owner of a Paselec bicycle. This warranty is expressly limited to the replacement of defective parts at the sole discretion of Paselec. This warranty does not cover any damage or defects resulting from failure to follow instructions in the owner’s manual, acts of God, accident, misuse, neglect, abuse, commercial use, alterations, modification, improper assembly, wear and tear, installation of parts or accessories not originally intended or compatible with the bicycle as sold, operator error, water damage, extreme riding, stunt riding, or improper follow-up maintenance. Only in extreme cases will an entire replacement bike be issued, in these cases the original bike may have to ship to the Paselec facility for inspection/repairs before a new bike is sent out. If repairs can be made, a new bike will not always be sent. This warranty does not include consumables or normal wear and tear parts (tires, tubes, brake pads, cables and housing, grips, chain, spokes).Paselec will not be liable and/or responsible for any damage, failure or loss caused by any unauthorized service or use of unauthorized parts. Shipping damage must be reported to Paselec within a reasonable amount of time after shipment arrival. In no event shall Paselec be responsible for any direct, indirect or consequential damages, including without limitation, damages for personal injury, property damage, or economic losses, whether based on contract, warranty, negligence, or product liability in connection with their products.
All claims to this warranty must be made through Paselec. Proof of purchase may be required with any warranty request. Before making a warranty claim, we suggest that you contact our Technical Support team at service@Paselecbike.com as there may be a simple fix for your problem. Valid warranty claims will be processed through Paselec within one year of initial purchase. Warranty claims may be submitted to service@Paselecbike.com.
Shipping Damage Claims
IMMEDIATELY inspect your product(s) for damage. Freight damage claims are extremely time sensitive. We will not accept freight damage claims later than 10 days from receipt of product. Note any damage to your product(s) on the Bill of Lading before you and the driver sign-off on the shipment. Take pictures of any damage that is found, and date the images when possible. Keep all packaging and paperwork until the inspection process is complete. Report damage claims within 10 days of delivery to a Paselec’s customer service representative.
No return after 14 days of receiving.
To be eligible for a return.
The item must be unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it.
Please keep the original packaging, the ebike and the ebike's outer packaging can not be damaged.
Complete accessories and no smell (including vehicles,power cords, chargers, pedals, manuals, warranty cards, etc.)
If any parts are missing from the returned items (the original packing box is also included), we will charge a fee from the refund as appropriate.
We will offer pre-paid label. Customer pays the shipping fee for the Delivery.
If customer sends the return without consultation with Paselec Service and without the official consent of Paselec Bikes, refund will not be issued and the customer will have to pay shipping to get the item returned, or, sacrifice the item.
If your approved return passes our inspection, you may receive an exchange, store credit, or a refund.
Please give us a heads up after you send your return by email. If possible, please provide a tracking number. After we confirm receipt of your returned items, we will send refund and email notification.
If non returnable items are returned without authorization from our Customer Experience team, they will be returned to the customer immediately and customer will be notified.
Restocking fees may apply to unauthorized returns.
Customer pays 30% of the total price of the order for restocking fee (this is withheld from refund)
Refunds, Exchanges, and Store Credits
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return.
If you are approved, then your refund, exchange or store credit will be processed. For refunds, a credit will automatically be applied to your credit card or original method of payment, within 2-5 days. We do offer exchanges within the US, but we don't offer any exchanges for international orders, however, you can receive a refund or store credit, so you can replace the order for the item you would like in exchange. Exchanges will typically ship the next business day after your return is processed. Returns received Friday-Sunday will ship out Monday. If a store credit is requested, a promo code will be issued to you via email.
Late or missing refunds. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please email us at firstname.lastname@example.org.