Warranty and Replacement Policy
All SONGZO scooters and bikes are covered under our 2-year limited warranty for the owner against all the manufacturing defects. (All free accessories are not covered by warranty service.)
WARRANTY PERIOD AND TARGET AUDIENCE TERMS
The warranty is registered automatically when the initial purchaser orders and then receives the product from our online shop and applies to the initial purchaser only.
As for warranty transfer, the escooter/ebike transferee can only benefit from the warranty when both of these conditions are met:
- The 2-year package hasn't expired since the initial owner has received it;
- The new owner has the initial purchaser’s name and the original order number.
COVERED PRODUCTS
SONGZO will replace any component that is deemed to be defective or damaged (including damage incurred during shipment), except in case of user error. The warranty covers the listed products and follows the terms below:
Frame
SONGZO ebike frames are covered by a replacement warranty for 2 years.
This warranty includes a replacement frame only. Labor charges associated with transferring parts to replacement frames are not included. An authorized SONGZO service representative will determine if the frame meets the replacement standard.
SONGZO reserves the right to use scratch and dent stock when replacing a frame under this warranty. Frame styles and/or colors not in stock may be replaced with a compatible style and/or color at SONGZO’s discretion.
Frame issues excluded from this warranty include but are not limited to:
- Corrosion
- Paint fade, scratches, and impact marks
- Impact damage
- Non-reversible modification (such as drilling or welding)
- Chain guard mounted to the frame, if applicable
Batteries
SONGZO batteries are covered by a 1-year prorated warranty.
During the first 1 years of service – A defective battery will be repaired or replaced at no cost to the customer. The warranty period for a repaired or replaced battery will remain unchanged from the original purchase date.
After the first 1 years of service – A prorated credit, based on months of service, will be applied toward the purchase of a new battery. Batteries purchased at a prorated cost will come with a new 1-year warranty based on the prorated purchase date.
No cash reimbursement will be made.
Batteries can be assessed and found defective directly by SONGZO only.
This Limited Warranty does not cover:
- Defects or damage resulting from accidents, abuse, misuse, abnormal use (including but not limited to stunt riding, racing, or other similar activities not consistent with the intended use of the Products), improper storage, abnormal exposure to liquid, chemical exposure, moisture, abrasives, sand or dirt, neglect, or abnormal physical, electricalor electromechanical stress;
- Defects or damage caused by private modification;
- Scratches, dents, and cosmetic damage, unless caused by SONGZO;
- Products that have the serial number or bar-code removed, defaced, damaged, altered, or made illegible;
- Ordinary wear and tear;
- Defects or damage to the Products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by SONGZO for the Products;
- Defects or damage caused by the assembly, testing, operation, maintenance, installation, service, repair, or adjustment of the Products in a manner that varies from the Assembly Instructions or Owner's Manual;
- Defects or damage resulting from external causes such as collision, fire, flooding, windstorms, lightning, earthquakes, exposure to weather conditions, theft, blown fuses, or improper use of any electrical source.
- Normal reduction in battery life over time. (Any battery will lose some life over time of using it.)
In addition, with respect to the battery, this Limited Warranty does not cover defects or damage resulting from following actions or situations:
- Defects or damage resulting from external causes such as collision, fire, flooding, windstorms, lightning, earthquakes, exposure to weather conditions, theft, blown fuses, or improper use of any electrical source.
- Charging with a battery charger not intended or appropriate for use with the Battery;
- Using a battery charger improperly;
- If any of the seals on the battery are broken or show evidence of tampering;
- If the Battery has been used in equipment other than the Scooter or Bike for which it is specified.
Parts & Components
Original SONGZO parts and components are covered by a 18-month limited warranty. (If more than 15 days have passed since the date of receipt of the scooter/bike, the replacement of parts within the warranty period will require shipping costs.)
This Limited Warranty does not cover:
- Parts compromised by corrosion due to exposure to the elements (moisture, heat, etc.);
- Damage or deterioration of the surface finish, appearance, or aesthetics of the product;
- The Warranty of Front fork, handlebar, seat post, bracket, wheel hub, crankset in 18-month after receiving the package;
Controller, motor, brake, throttle, controller, wiring harness in 6-month after receiving the package;
Button, LCD screen, headlight, taillight, turnsignal light, reflector, hardware accessories, transmission, gear lever, flywheel in 15-day after receiving the package;
Parts damaged during use after the corresponding period will be borne by the customer; - Labor charges for part replacement or changeover;
- Defects or damage resulting from accidents, abuse, misuse, abnormal use (including but not limited to stunt riding, racing, or other similar activities not consistent with the intended use of the Products), improper storage, abnormal exposure to liquid, chemicals, moisture, abrasives, sand or dirt, neglect, or abnormal physical, electrical or electromechanical stress;
- Scratches, dents, and cosmetic damage not caused by SONGZO;
- Products with the serial number or bar-code removed, defaced, damaged, altered, or made illegible;
- Defects or damage to the Products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by SONGZO for the Products;
- Defects or damage caused by improper assembly, testing, operation, maintenance, installation, service, repair, or adjustment in a manner that varies from the Assembly Instructions or Owner's Manual;
- Defects or damage resulting from external causes, such as collision, fire, flooding, windstorms, lightning, earthquakes, exposure to weather conditions, theft, blown fuses, or improper use of any electrical source.
- Ordinary wear and tear not resultingfrom defects in workmanship or materials. Wear and tear can be assessed by SONGZO. Parts not typically covered include but are not limited to:
- Brake pads
- Rotors
- Spokes
- Tires/tubes
- Chains
- Chain rings
- Cassettes
- Crank-set
CLAIMS PROCESS
1. Warranty Claims
All claims to this warranty must be made through SONGZO and submitted to any way in "Contact us". Proof of purchase and photos or videos of the damaged product is required to be submitted alongside any warranty request. Before making a warranty claim, you are encouraged to contact SONGZO via any way in "Contact us", as there may be a simple fix for your problem that does not necessitate filing a claim. Valid warranty claims made within 1 years of initial purchase will be processed through SONGZO.
A deposit is required to replace the LCD display, motor, controller, and/or battery, which will be refunded in full upon receival by SONGZO of the parts that need to be replaced.
SONGZO will not replace any part without first seeing photos or video of the damaged product. Customers must provide this evidence by email.
Attention: SONGZO will offer free components and replacement parts (while shipping fees are not included), and any installation fees will not be covered by SONGZO without the after-sales team’s authorization.
2. Shipping Damage Claims
In rare instances, the item received may be damaged during transportation. If shipping damage occurs, please contact any way in "Contact us" and provide us with photo or video proof.
No free accessories are eligible for replacement or compensation if they are scratched during transportation.
NOTICE: We will not accept shipping damage claims filed more than 7 days after receipt of any products.
REPAIR SERVICE
For offline bicycle/scooter store repair services like Velotooler, SONGZO will only provide free replacement parts. We do not reimburse any labor costs incurred by the repair service.
What Will We Do to Solve Your Problem？
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（Send a video to guide you to replace new accessories）. 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 SONGZO.
What Will We Not Do?
SONGZO will not replace any part without first seeing photos or video of the damaged part. We will not replace any part damaged by the user for free. For offline bicycle/scooter store repair services like Velotooler, SONGZO will only provide free replacement parts. We do not reimburse any labor costs incurred by the repair service.
What R-E-S-P-E-C-T Means To Us
We pride ourselves in being nothing but respectful, kind, patient, friendly, and all other pleasant terms that could fit in the mix, and it is critical that those things are returned to our team by customers. We understand that often times when you call/email customer support it is because something may have gone wrong or there is an issue (which is the worst!). We also understand that often times these potential issues cause frustration and even sometimes anger, but, we will NOT tolerate rude/vulgar language towards our staff. We will offer a warning if this occurs, after that we do reserve the right to refuse service, terminate accounts, issue refunds, void warranties, or cancel orders at our sole discretion. If this decision is made it is final and cannot be undone.