1. Warranty and Guarantee:
The warranty period for e-bikes is as follows. Should the customer discover damage not caused by the customer within the warranty period, we will send the replacement parts free of charge.
After the warranty period has expired, the customer bears the costs for spare parts and shipping. The e-bikes we sell are brand new standard products; all parts comply with the original parts.
To make it easier for customers to quickly solve accessory problems, separately purchased accessories are sold at cost price; therefore, except for DOA (Dead on Arrival), they are not covered by the warranty.
Please note: Used and modified e-bikes are not covered by warranty.
Warranty Extension: You can purchase a warranty extension on our website. When purchasing an e-bike or e-scooter, you can add this option in the "Frequently bought together" section on the product detail page. (Please note that the warranty extension must be purchased together with the product and is not available separately.)
2. Scope of Warranty:
| Item | Parts | Warranty Period | Service |
| Basic Components | Frame | 12 Months | Natural deformation, open welds, desoldering and fractures, as well as quality defects due to faulty manufacturing are covered. Self-modifications and collision damage are excluded from the warranty. |
| Front fork components, handlebars, folding tubes, seat tubes | 12 Months | Self-modifications and collision damage are excluded from the warranty. | |
| Tires | 1 Month |
If the tire is damaged by a sharp object, the warranty is void if the damage is due to insufficient tire pressure, riding over a bump, pothole, etc. The warranty only applies to defects in the quality of the delivered product. |
|
| Saddles, plastic parts, round brake disc, brake pads, brake cable | 3 Months | No warranty is provided for damage to parts due to collisions, etc. Human-caused damage, self-modifications, and collision-damaged parts are not covered. | |
| Side stand, mudguards, luggage rack, pedals, grips, cranks, chainrings, front hubs, rear hubs, chains, shifters, derailleur, derailleur protector cap, flywheel, shock absorbers, bell, horn, lifting eye, connecting rod | 6 Months | ||
| Electrical Components | Controllers, chargers, main/auxiliary cables, display, front and rear brakes, throttles, brake stages, pedal assist sensors | 12 Months | Short circuits, burning out, and performance failures due to faulty manufacturing will be rectified. Water ingress, artificially cut cables, natural brake wear, and human-caused damage are excluded from the warranty. |
| Headlights, taillights | 6 Months | ||
| Motor Parts | Motor | 12 Months | Coil phase loss, burning out, demagnetization of magnet steel, falling off, deformation of the wheel axle, and other quality defects cannot be repaired. The warranty is not provided if the wheel hub is deformed due to insufficient tire pressure, bumps, potholes, etc. |
| Motor Bearings | 12 Months | Hall wire burnt out, unusual noises, or bearing damage. | |
| Battery | Battery compartment, upper battery cover, lower battery cover, battery | 12 Months | The battery can be replaced for defects such as poor contact, power failure, lack of storage capacity, or capacity below 60%. (Note: The battery's warranty period is not recalculated; the replaced battery's warranty period is based on the remaining warranty period.) No warranty replacement is provided for water damage or damage due to improper handling. |
One of the following conditions does NOT qualify for warranty:
1) Damage caused by improper use, maintenance, or adjustment according to the operating manual.
2) Damage caused by unauthorized disassembly, repair, or modification of the product, or by failure to comply with the rules of use.
3) Damage caused by improper use or storage by the user or by accidents.
4) Costs for repairs in other workshops without our consent.
5) Minor scratches or damage to the outer packaging due to the transport of the accessories are not covered.
6) Please contact us and obtain our written authorization before returning items. Unaccepted returns will not be refunded.
7) Wear parts such as tires, saddles, plastic parts, brakes, brake discs, brake pads, brake lines, surface scratches, etc., are excluded from the warranty.
How to claim warranty?
Step 1: Take a photo or a short video that clearly shows the problem.
Step 2: Send a short problem description along with the photos or videos, your order number, and the platform through which you purchased the product to support@maxtronbikes.de.
Step 3: Our team will review the problem. If the problem is obvious, we will offer you a solution immediately.
Step 4: For problems that require a more detailed investigation, we will provide you with troubleshooting instructions. Perform the diagnosis according to our instructions and send us the corresponding photos or videos. Upon receipt, we will offer you a solution.
Step 5: After verifying your order details and delivery address, we will ship the required replacement parts.
3. How to claim a warranty
Step 1: Take a photo or a short video of your problem.
Step 2: Send a short problem description, photos or videos of the problem, the order number, and the platform through which you purchased the product to support@maxtronbikes.de.
Step 3: We will analyze your problem and, if the cause is clear, offer you a solution.
Step 4: For problems that cannot be diagnosed immediately, we will send you the corresponding troubleshooting files. Please perform the tests according to our instructions and send us the corresponding videos or photos. Upon receipt of the documents, we will provide you with a solution.
Step 5: We will check your order details and delivery address and resend the missing accessories.
4. Contact us
1) Phone:
+39 (English) Opening hours: 9:00 - 18:00 (GMT+1), Mon. - Fri.,
2) Email:
Please send us an email at support@maxtronbikes.de
. We usually reply within one business day.