Warranty Policy

isinwheel.eu provides warranty and after-sales support to customers across Europe. We stand behind the quality of our e-scooters and e-bikes and offer a free commercial warranty, with the applicable period depending on the product category and model.

Your Statutory Rights

This commercial warranty is provided in addition to, and does not replace, your statutory consumer rights.

Consumers purchasing goods in the European Union are entitled to a minimum two-year legal guarantee for products that are faulty, do not conform to their description or do not perform as reasonably expected. Longer periods may apply under the national law of the country in which you live.

Your statutory rights remain unaffected by the terms, limitations or duration of this commercial warranty.

Commercial Warranty Period

Electric Scooters

All isinwheel electric scooters include a standard 12-month commercial warranty from the date the product is received.

Electric Bikes

All isinwheel electric bikes include a standard 24-month commercial warranty from the date the product is received.

Extended Warranty

Where a product includes a complimentary 12-month extended warranty, or where an eligible extended warranty has been purchased separately, the total commercial warranty period may be extended to:

Up to 24 months for eligible electric scooters
Up to 36 months for eligible electric bikes

The extended warranty only extends eligible repair coverage. It does not extend:

The return or exchange period
Coverage for consumable or wear-related parts
Coverage for separately purchased accessories
Coverage for accidental damage, misuse or improper maintenance

Please retain your order confirmation, invoice or other proof of purchase, as this will be required when submitting a warranty claim.

Warranty Coverage

The commercial warranty covers eligible defects in materials and workmanship arising under normal and intended use.

Depending on the circumstances, isinwheel may:

Provide replacement parts for installation by the customer
Provide technical guidance or remote troubleshooting
Arrange delivery of the product to an authorised isinwheel workshop
Repair or replace an eligible defective component
Replace the product where it cannot reasonably be repaired

Approved warranty repairs include the cost of eligible replacement parts and labour.

Any remedy available under your statutory legal guarantee will be provided without charge and within a reasonable period, in accordance with applicable law.

Defects Reported Within 30 Days

Where a non-wear-related defect is reported within 30 days of receiving the product, isinwheel may:

Send replacement parts for self-installation
Arrange inspection or repair at an isinwheel workshop
Arrange collection and redelivery where a workshop repair is required
Offer another appropriate remedy depending on the nature of the defect

The 30-day period described above does not limit your statutory consumer rights or any separate right of withdrawal or return.

Electric Scooter Component Coverage

Limited-Coverage Components: 6 Months

The following components are covered against manufacturing defects for six months:

Battery
Motor
Controller
Display or instrument panel
Accelerator or throttle
Charger

This coverage does not include deterioration resulting from normal use, improper charging, unsuitable storage, water ingress, physical damage or unauthorised modification.

These components are not included in any extended commercial warranty unless expressly stated otherwise.

Other Electric Scooter Components: 12 Months

All other eligible original components are covered against manufacturing defects for 12 months, except for consumables, cosmetic parts and items specifically excluded under this policy.

Electric Bike Component Coverage

Limited-Coverage Components: 12 Months

The following components are covered against manufacturing defects for 12 months:

Battery
Motor
Controller
Display or instrument panel
Accelerator or throttle, where fitted
Charger
Mudguards

These components are not included in any extended commercial warranty unless expressly stated otherwise.

Main Components: 24 Months

The following original electric-bike components are covered against manufacturing defects for 24 months:

Fork
Seat post
Handlebar
Gear shifter
Brake levers
Braking system
Chainring and crank
Derailleur
Frame

Tyres are only covered where there is a verified manufacturing defect present at delivery. Normal tread wear, punctures, cuts, impact damage and deterioration caused by use are not covered.

Electric Bike Parts Not Covered by the Commercial Warranty

The following parts are not covered for normal wear, cosmetic deterioration or damage caused during use:

Saddle
Pedals
Paint and cosmetic coatings
Decorative stickers
Inner tubes
Brake pads
Chains
Grips
Other routine consumables

This exclusion from the commercial warranty does not affect any statutory rights that may apply where an item was defective or non-conforming at the time of delivery.

Separately Purchased Accessories

Accessories or additional components purchased separately are not included in the vehicle’s commercial warranty.

However, this does not exclude or reduce any statutory legal guarantee that applies to accessories sold separately as consumer goods.

Where an accessory arrives damaged, faulty or incomplete, please contact us as soon as possible and provide your order number, photographs and a description of the issue.

Water Resistance

The warranty may cover normal use in light rain or brief travel through shallow surface puddles, provided the product is used in accordance with its water-resistance rating and user manual.

The commercial warranty does not cover damage resulting from:

Immersion or partial submersion in water
Riding through deep water
Prolonged exposure to heavy rain
Pressure washing
Water entering the battery, motor, controller, display or charging port
Storage outdoors in wet or humid conditions
Use outside the product’s specified water-resistance rating

Water-resistance ratings do not mean that a product is completely waterproof.

How the Warranty Process Works

1. Contact Customer Support

Email support@isinwheel.eu and provide:

Your order number
Proof of purchase
Product model
Serial number, where available
A detailed description of the problem
Clear photographs or a short video showing the fault

2. Diagnosis and Troubleshooting

Our customer-support or technical team will review the information provided and may request additional photographs, videos or troubleshooting checks.

Please do not arrange a third-party repair or return the product without prior written authorisation from isinwheel.

3. Replacement Parts or Workshop Repair

Depending on the issue, we may:

Send replacement parts with installation guidance
Arrange a workshop inspection
Arrange collection of the complete product
Provide an approved return label
Offer another appropriate remedy

4. Packaging Evidence

Where a complete e-scooter or e-bike must be returned, we may request:

Photographs or video showing the condition of the product before packing
Photographs or video showing the product securely packed for transport

Customers should retain the original packaging wherever possible.

isinwheel is not responsible under the commercial warranty for additional damage caused by inadequate packaging or unauthorised transport arrangements.

5. Inspection and Repair

Once the product arrives at an authorised isinwheel facility, our technicians will inspect it and determine whether the issue is covered.

Eligible repairs are normally completed within approximately 3–14 business days after inspection, although the timeframe may vary depending on fault complexity and replacement-part availability.

Where the product cannot reasonably be repaired, isinwheel may provide a replacement or another remedy in accordance with this policy and applicable consumer law.

6. Return Delivery

After the repair or replacement has been completed, tracking information will be provided where available.

For approved warranty or statutory claims, applicable shipping, labour and parts costs will be handled in accordance with the relevant coverage and applicable law.

If inspection determines that the issue is excluded from coverage, no chargeable repair will be carried out without first providing the customer with an explanation and, where applicable, a quotation.

Support After the Commercial Warranty Expires

Even after the commercial warranty has expired, you may still have rights under the statutory legal guarantee or applicable national consumer law.

Where neither the commercial warranty nor statutory protection applies, isinwheel may still offer a paid repair service, subject to parts availability.

For an out-of-warranty repair:

The customer may be responsible for inbound shipping
Replacement parts and labour will be quoted before repair
No chargeable repair will begin without customer approval
Return shipping arrangements will be confirmed in advance

To request an assessment, email support@isinwheel.eu with your order number, product model, description of the issue and supporting photographs or video.

What Is Not Covered by the Commercial Warranty?

Normal Wear and Consumable Parts

The warranty does not cover deterioration resulting from normal use, including but not limited to:

Tyre tread wear
Punctures and inner tubes
Brake pads
Chains
Grips
Bearings requiring routine maintenance
Cosmetic scratches
Normal battery-capacity reduction over time

Improper Use or Neglect

Damage caused by misuse or failure to follow the user manual is not covered, including:

Exceeding the maximum rider or load limit
Collisions, falls, impacts or strong vibration
Stunt riding, racing or commercial use
Riding on unsuitable terrain
Improper storage
Failure to perform reasonable maintenance
Incorrect charging or use of an incompatible charger
Damaged, crushed or broken cables
Prolonged exposure to rain or moisture
Immersion in water

Unauthorised Repairs or Modifications

The commercial warranty will be invalidated where damage results from:

Unauthorised disassembly
Modification of the motor, controller, battery, firmware or speed settings
Repairs performed by an unauthorised person
Installation of non-original or uncertified parts
Alteration of the electrical system
Removal or bypassing of safety systems

Identification and Warranty Labels

The commercial warranty may be refused where:

The serial number has been removed or altered
The product cannot be reliably identified
A warranty or identification label has been intentionally damaged
The product does not correspond to the submitted purchase record

Unauthorised Sales Channels

Additional commercial warranty services are only available for products purchased from isinwheel.eu or an authorised isinwheel retailer.

This limitation does not exclude any mandatory statutory rights against the original seller.

Used, Refurbished or Replacement Products

Discounted replacement vehicles, used products or refurbished products are not covered by the standard commercial warranty unless coverage is expressly stated at the time of purchase or replacement.

Any mandatory statutory rights remain unaffected.

Cosmetic Damage

The commercial warranty does not cover cosmetic deterioration that does not affect the safe operation of the product, including:

Paint scratches
Fading
Decorative sticker damage
Surface marks
Normal signs of use

Making a Warranty Claim

To submit a claim, contact:

Email: support@isinwheel.eu

Please include:

Your full name
Order number
Product model
Serial number, where available
Proof of purchase
Description of the problem
Photographs or video clearly showing the issue

Our support team will review your request and provide the next steps as quickly as possible.

Important Notice

This commercial warranty does not limit, replace or reduce any rights available to consumers under applicable European Union or national consumer-protection law.