Faq

Roadie E-Bikes Warranty & Claims Process

At Roadie, we’re committed to delivering high-quality e-bikes that are built to last. To support that promise, we offer a 1-year manufacturer’s warranty covering defects in materials and workmanship for the original purchaser. Please note that accessories are excluded from this warranty.

Warranty Details

• Warranty Activation: Your warranty begins automatically when you place an order and receive your Roadie e-bike from our online store. This warranty is only valid for the original purchaser and cannot be transferred under any circumstances. If the e-bike is resold or transferred to a second owner, the warranty will be void.

Coverage Under Warranty

We will replace or repair any defective parts that are found to have manufacturing flaws, including damage that occurs during shipping, provided that the issue is not a result of misuse. The warranty includes the following components:

Frame

Your Roadie e-bike frame is covered for 1 year from the date of purchase. If there is a defect, the frame will be replaced free of charge, although labor costs for transferring parts to the new frame are not included.

• Exclusions:

Battery

The battery comes with a 1-year prorated warranty.

• A defective battery will be replaced at no additional charge within the first year. The replacement battery will be covered under the same warranty period as the original.
• Exclusions: Damages caused by improper handling, misuse, accidents, or exposure to extreme conditions such as moisture or chemicals.

Parts & Components

All parts and components of your Roadie e-bike, including the motor, wheels, handlebars, and brakes, are covered under warranty for 1 year.

• Exclusions: Normal wear and tear, such as tire wear, brake pad replacement, and chain wear.
• Damage due to external factors, misuse, or failure to follow assembly and maintenance instructions.

Warranty Exclusions

The warranty does not cover:

• Accidental damage, misuse, or improper use (such as using the bike for racing or stunts).
• External damage caused by weather, flooding, fire, collisions, or other similar events.
• Negligence or improper maintenance, including failure to follow the assembly or care instructions.
• Cosmetic damage, such as scratches or scuffs not caused by a manufacturing defect.
• Modifications or alterations made to the e-bike, including tampering with serial numbers or unauthorized repairs.
• Damage from non-approved accessories or parts not provided or endorsed by Roadie.

How to File a Warranty Claim

To initiate a warranty claim, please follow these steps:

1. Contact Us:
   Reach out to our customer service team at info@roadiebikeco.com. Include the following:
2. Warranty Assessment:
   Once we receive your claim, we will assess the issue and determine whether the part qualifies for replacement. For certain parts like batteries, motors, or LCD displays, a deposit may be required to cover the cost of replacement, which will be refunded once we receive the faulty part.
3. Replacement Parts:
   If your claim is approved, we will provide you with the necessary replacement parts at no cost, but shipping fees for replacement parts are not covered by the warranty. Please note that labor costs for installing these parts are also not covered unless explicitly authorized by our customer service team.

Key Information

• Non-Transferable Warranty: The warranty applies only to the original purchaser and cannot be transferred. If the bike is sold or given to another person, the warranty will no longer be valid.
• Claims for Shipping Damage: If your bike is damaged during shipping, you must file a claim within 7 days of receiving the item. After this period, we cannot accept claims for shipping-related damage.
• Warranty Period: The warranty covers your Roadie e-bike for 1 year from the original date of purchase. After 1 year, the warranty expires, and any necessary repairs or replacements will be at the customer’s expense.

Contact Us

If you need assistance or have questions about your warranty, feel free to contact us at info@roadiebikeco.com. Our customer support team is here to help with any issues you may encounter.

Due to shipping constraints, The Roadies come 80% fully assembled. There are just a few basic steps needed to be ride ready once received. Installation time is 30-45 in most cases

Just like any batteries in our life with proper care the batteries last longer. It is recommended to keep in a cool dry place and only charge the battery when needed and to not over charge. With time all batteries do die but its not the end of the world, the batteries are interchangeable and priced fairly for replacement if needed.

Taking good care of your e-bike ensures longevity, performance, and safety. Here’s a brief rundown on how to keep your e-bike in top condition:

1. Keep It Clean: Regularly wipe down your bike to remove dirt, mud, and water. Use a damp cloth and mild detergent, but avoid pressure washers, which can damage electrical components.
2. Charge Properly: Always use the manufacturer-recommended charger. Avoid overcharging by unplugging the battery once it’s fully charged, and don’t let the battery run down completely.
3. Check Tires and Brakes: Inspect tires for wear and ensure they are properly inflated. Check brake pads and fluid levels regularly, and replace them if they show signs of wear.
4. Lubricate Moving Parts: Apply lubricant to the chain and other moving components to ensure smooth operation and prevent rust.
5. Store Safely: Store your e-bike in a dry, cool place. Avoid leaving it exposed to extreme temperatures or direct sunlight for prolonged periods.
6. Regular Inspections: Have your e-bike professionally serviced at least once a year to ensure everything, from the motor to the wiring, is functioning properly.

With these simple care steps, your e-bike will stay in great condition and continue to deliver a smooth and enjoyable ride for years to come.

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Return & Exchange Policy

We want you to be completely satisfied with your Roadie e-bike! If for any reason you’re not, we’re happy to assist with a return or exchange. Please review the following guidelines for our return policy.

Eligibility for Returns & Exchanges

• New, Unopened E-Bikes:
  If you change your mind, you can return any unused and unopened e-bike in its original packaging within 15 days from the date of delivery. To initiate a return, simply contact info@roadiebikeco.com with your order details and proof of purchase. We will send you the return instructions.
• Opened or Assembled E-Bikes:
  Please note: We are unable to accept returns on opened or assembled e-bikes unless deemed defective by ROADIE. If you need assistance with a defective bike, please reach out to us at info@roadiebikeco.com, and we will help resolve the issue.

Condition of Returns

To be eligible for return, e-bikes must be in new, unused condition and include all original accessories (charger, battery key, manual, etc.). E-bikes that show signs of use, damage, or wear, or those that have been assembled, cannot be accepted for return. All returned items must be in the original packaging.

How to Initiate a Return

• To begin the return process, please contact info@roadiebikeco.com with your order number and proof of purchase.
• We recommend using the original packaging to securely pack the bike for return shipping.
• Once your return is approved, we will provide you with a return shipping label. The cost of return shipping is the responsibility of the customer unless the e-bike is defective.

Refunds

Once we receive and inspect your returned e-bike, we will notify you of the status of your refund. If the return is approved, the refund will be processed to your original payment method within 2-3 business days.

Please note that it may take 7-10 business days for the refund to appear in your account, depending on your bank or payment provider’s processing times. If you haven’t seen your refund after this period, we suggest contacting your bank or credit card company. If the issue persists, feel free to reach out to us at info@roadiebikeco.com for further assistance.

Return Shipping Costs

• Unopened E-Bikes:
  If you are returning a new, unopened e-bike, you will be responsible for the return shipping costs, unless the bike is defective.
  Note: We recommend using a trackable shipping service to ensure your return arrives safely.
• Opened or Assembled E-Bikes:
  Please note: We are unable to accept returns on opened or assembled e-bikes unless deemed defective by ROADIE. If there is an issue with the bike, please contact us at info@roadiebikeco.com for assistance.
• Address Change or Refused Delivery:
  If the package is rejected due to an incorrect address or refused upon delivery, you will incur a $200 reshipping fee.

Cancellations & Order Modifications

• Before Shipment:
• After Shipment:

Important Notes

• Refund Processing: Once your return is processed and approved, the refund will be issued to your original payment method within 2-3 business days. Refunds may take 7-10 business days to reflect in your account.
• Restocking Fee: Returns outside the 15-day window are subject to a 20% restocking fee, provided the item is in new, unused condition and in its original packaging.

Contact Us

If you need assistance or have any questions about your return or refund, feel free to contact us at info@roadiebikeco.com. Our team is here to help!