Warranty Policy

At EilleoBike, we stand behind the quality of our products. Every Eilleo bike comes with a comprehensive manufacturer’s warranty for the original purchaser, covering defects in materials or workmanship.

1. Warranty Activation & Eligibility

How to Activate:
Activate your warranty by submitting your order details on our official website or scanning the QR code on your bike frame after receiving your product. The warranty is valid only for the original purchaser and is non-transferable.

Authorized Purchases Only:
Purchases made through unauthorized channels are not eligible for warranty coverage. Please buy directly from EilleoBike.com or authorized dealers to ensure your warranty is valid.

Second-Hand Bikes:
If you bought a second-hand Eilleo bike, you must provide the original order information for verification. Bikes flagged as stolen in our system are not eligible for warranty.

2. What’s Covered

EilleoBike will replace any defective or damaged component (including shipping damage) as outlined below, provided the damage is not caused by user error.

A. Frame – 2-Year Warranty

Coverage: EilleoBike frames are covered by a 2-year replacement warranty from the date of original purchase.
Notes: Labor for transferring parts to the replacement frame is not included. Only an authorized EilleoBike service representative can determine if the frame qualifies for replacement.
Exclusions: Corrosion, paint fade, scratches, impact marks, impact damage, non-reversible modifications (e.g., drilling/welding), and chain guard mounts.

B. Battery, Parts & Components – 1-Year Warranty

Coverage:
- Battery: 1-year prorated warranty. Defective batteries will be repaired or replaced at no cost within the first year. Warranty period for repaired/replaced batteries remains the same as the original purchase date. Only EilleoBike can assess battery defects.
- Other Components: All other original parts and components (such as motor, controller, fork, handlebar, brakes, display, charger, etc.) are covered by a 1-year limited warranty from the date of original purchase.
Exclusions:
- Battery: Damage from accidents, misuse, improper storage, abnormal exposure to liquids/chemicals, neglect, private modifications, cosmetic damage (unless caused by EilleoBike), altered/illegible serial numbers, normal wear and tear, damage from unapproved accessories or improper assembly, and external causes (fire, flood, theft, etc.).
- Parts & Components: Corrosion, aesthetic damage, labor for part replacement, damage from misuse or harmful conditions, cosmetic damage not caused by EilleoBike, altered/illegible serial numbers, unapproved accessories, improper assembly/maintenance, external causes, and ordinary wear and tear.

C. Wear & Tear Items

Items that naturally wear down with use are not covered. This includes, but is not limited to: chains, rims, spokes, brake pads, tubes, tires, rotors, grips, and seats. Maintaining and replacing these parts is the owner’s responsibility.

3. What’s Not Covered

Unauthorized repairs or modifications
Damage from misuse, neglect, or improper assembly
Commercial use or extreme riding
Accessories and consumables
Any bike purchased from non-authorized sources
Any bike flagged as stolen in our system

4. How to Make a Claim

If you encounter an issue covered by the warranty, please contact us at support@eilleobike.com or visit eilleobike.com/pages/contact. You will need:

Your order number/ID
The email and shipping address used for the order
Photos or short videos of the issue, plus a brief description

Claims Process:

Contact Support: Our team will work with you to find a solution—sometimes there’s a quick fix!
Verification: We require photos or videos of the damaged part before authorizing replacement.
Replacement Authorization: If a replacement is needed, we’ll provide instructions for returning the defective part (if necessary) and receiving the new one.
Installation Assistance: We’ll guide you through installing the replacement part if needed.

DIY Parts Service:
If your issue qualifies for DIY service, we’ll ship you the part with installation instructions. Labor costs for DIY service are at EilleoBike’s discretion.

Shipping Costs:
Shipping costs for returning a covered component are typically the customer’s responsibility unless otherwise agreed in writing. Replacements are sent to the original purchaser’s address only.

5. Shipping Damage

If your bike or parts are damaged during shipping:

Notify us within 15 days of delivery.
Provide a dated photo of the damage.
Note any visible damage on the shipper’s Bill of Lading before signing.
Shipping damage claims are time-sensitive—please inspect your bike immediately.
If you use an independent shipping method (e.g., freight forwarder), EilleoBike cannot replace damaged components.

6. Credit Card Chargebacks

If a chargeback is issued while you still possess the bike, your warranty will be paused until the chargeback is resolved.

7. Repairs Outside Warranty

If your issue isn’t covered, you can purchase replacement parts from us at competitive prices. Simply contact support@eilleobike.com for details.

8. Liability Disclaimer

Riding any bicycle involves inherent risks, which can result in accidents, injury, or worse. Always ride safely and have your bike checked by a certified mechanic before first use. EilleoBike is not liable for injuries, property damage, or losses from improper use, assembly, or maintenance.

9. Performance Disclaimer

Listed speeds and ranges are estimates, not guarantees. Actual performance varies due to factors like rider weight, terrain, weather, tire pressure, and more.

10. Customer Relations

We’re committed to your satisfaction. If issues arise, we’ll do our best to resolve them quickly and respectfully. We expect the same courtesy in return. Abusive or threatening behavior toward our staff may result in refused service or voided warranties.

11. Legal Notice

The remedies above are your sole recourse under this Limited Warranty. EilleoBike’s liability shall not exceed your bike’s original purchase price. We are not responsible for incidental, consequential, special, or punitive damages, direct or indirect. Some states do not allow certain limitations, so these may not apply to you.

This warranty grants you specific legal rights; you may have other rights depending on your state.

Contact Us

Email: support@eilleobike.com
Phone: +1 (808) 809-6610 (Monday–Friday, 9:00 AM – 5:30 PM PST)

If you have any questions, please reach out. We’re always happy to help!