VTUVIA-Giraffe Ebike

Openairlifestyles.com honors all manfacturer's warranties. This ebike comes with a 2 year limited warranty from VTUVIA  eBikes. __________________________________________

 VTUVIA E-Bikes Warranty Policy and Replacement Procedures

Before your first ride, please read the manual(s) provided with each Product. They contain important safety information and information about assembly, use, and maintenance.

As explained in more detail below, Vtuvia ebike warrants the Products for a limited time from the date of original retail purchase against defects in materials and workmanship when used normally in accordance with Vtuvia ebike’s published guidelines. The guidelines include, but are not limited to,information contained in technical specifications, user manuals and service communications. “Original retail purchase” means the Product was purchased new for the first time from Vtuvia ebike online store. Limited warranty details are below.

➤30-Days Money Back

• This means you have 30 days after receiving your item to request a return. Return your Undamaged / Unused Vtuvia ebike product and receive a refund. For more details, please contact the seller.

➤Frame Warranty 

• Vtuvia ebike warrants the structural integrity of the frame to the original retail purchaser for a period of 2 years from the date of original retail purchase. Paint and graphics are not included in this definition. Suspension forks and suspension parts are not included in the definition of frame.
• This warranty includes a replacement frame only. Labor charges to changeover parts to replacement frame are not included. Changeover labor must be performed by an authorized Vtuvia ebike.
• Vtuvia ebikereserves 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 the discretion of Vtuvia ebike.

➤ Batteries Warranty

• Vtuvia ebike batteries are covered by a 1 year prorated warranty.
• During 1 year 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 remains unchanged based on original purchase date.
• No cash reimbursement will be made.
• Batteries can be assessed and found defective only by directly by Vtuvia ebike.

➤ Replacement Procedure

Vtuvia ebike will replace any and all component that is deemed to be defective or damaged (including damage incurred during shipment) without user error.

✦ Warranty Claims

• The first step is to contact customer support or an Authorized VTUVIA Retailer, depending on where the original purchase occurred. Your retailer or representative will inspect the Product and contact you for next steps.
• Contact your original Authorized VTUVIA Retailer or if purchased online, please submit to support@vtuviaebike.com. Proof of purchase and photos or videos of the damaged product are required with any warranty request. Before making a warranty claim, we suggest that you contact us at support@vtuviaebike.com, as there may be a simple fix for your problem.
• Vtuviaebike will not replace any part without first seeing photos or video of the damaged product. Customer needs to provide us with evidence by email.

✦ Shipping Damage Claims

• In rare instances, the item received may be damaged during transportation. If shipping damage occurs, please contact support@vtuviaebike.com and provide us with photos or video proof.
• All accessories will not participate in the replacement or compensation if they cause scratches during transportation.
• NOTICE: we will not accept Shipping Damage Claims later than 7 days from receipt of products.

✘ Frame issues that are excluded
from this warranty include but are not limited to:

1. Corrosion
2. Paint
   fade, scratches, impact marks
3. Impact
   damage
4. Non-reversible
   modification (drilling/welding)
5. Chain
   guard mount to the frame if applicable

✘ This Limited Warranty does not
cover:

• Defects
  or damage resulting from accident, 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, unless caused by Vtuvia ebike.
• Product that has the serial number or the 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 Vtuvia ebike with the Products;
• Defects or damage caused by assembly, testing, operation, maintenance, installation, service, repair, or adjustment in a manner that varies from Assembly Instructions & Owner's Manual;
• Defects or damage resulting from external causes such as collision, fire, flooding, windstorm, lightning, earthquake, exposure to weather conditions, theft, blown fuse or improper use of any electrical source;
• Products used or purchased outside the United States;
• In addition, with respect to the Battery, this Limited Warranty does not cover defects or damage;
• Caused by charging by a battery charger not intended or appropriate for use with the Battery, or the improper use of a battery charger;
• Where any of the seals on the Battery are broken or show evidence of tampering;
• Where the Battery has been used in equipment other than the eBike for which it is specified;
• The corresponding issues on battery and e-bike will not be covered by the warranty after using a battery that is not specific to your e-bike model. We do not recommend you to use a battery of other brands on Vtuvia ebike e-bike, although the output voltage of the other's battery may also be 48V, the battery protection system may not be the same, there may be incompatible situations leading to damage to our motors and displays.

➤Parts & Components

Original Vtuvia ebike parts & components are covered by a limited warranty. (When all the spare parts for warranty are sent to the customer, the customer needs to bear the freight and installation cost.)

• Rotors
  (In 1-year)
• Throttle
  (In 1-year)
• Caliper (In
  1-year)
• Display
  (In 1-year)
• Charger
  (In 1-year)
• Motor
  (In 1-year)
• Controller
  Box (In 1-year)
• Brake Lever (In
  6 months)
• Handle
  Bar Tube (In 6 months)

Non-original
accessories such as free accessories are not in our warranty.

✘ This Limited Warranty does not
cover:

1. Ordinary wear and tear, not the result of defects in
workmanship or materials. Wear and tear can be assessed by Vtuvia ebike. Parts
not typically covered include, but are not limited to:

1.1 Parts compromised due to corrosion due to the elements (moisture, heat,
etc.).

1.2 Damage or deterioration of the surface finish, appearance, or aesthetics of
the product.

1.3 Consumables or normal wear and tear parts (including without limitation brake pads, brake cables, forks, handlebar, seat post, lights, crank set, pedals, rims, tires, tubes, wheel hub, freewheel, chains, chain rings, spokes, cassette, derailleur, shifter, wiring harness, kickstand, reflectors, tool, and bolts), warranty within one week after receiving the goods. Parts damaged during use after seven days need to be charged.

2. Labor charges for part replacement or changeover.

3. Defects or damage resulting from accident, 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.

4. Scratches, dents and cosmetic damage not caused by Vtuvia ebike.

5. Product that has the serial number or the bar code removed, defaced, damaged, altered or made illegible.

6. Defects or damage to the Products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by Vtuvia ebike with the Products.

7. Defects or damage caused by improper assembly, testing, operation, maintenance, installation, service, repair, or adjustment in a manner that varies from Assembly Instructions & Owner's Manual.

8. Defects or damage resulting from external causes, such as collision, fire, flooding, windstorm, lightning, earthquake, exposure to weather conditions, theft, blown fuse or improper use of any electrical source.

9. Products used for more than 2-year or purchased on other platforms. We only
handle those orders from our Retailers.

✦ What if my bike was stolen?

We are sorry that the stolen bike is not covered by the warranty. We recommend investing in a quality lock to protect your bike when you're not riding. Please find the serial number on the front of the fork and register it with
Garage529 in case it's ever stolen.  https://project529.com/garage

✦ What if I bought a second-hand
Vtuvia ebike?

You can enjoy the warranty only if (not optional):

1. The 2-year package hasn't expired since the initial owner has received it.

2. You have the initial owner's name & the initial order number.

You can typically expect your ebike to be delivered by Fedex, UPS, or USPS and arrive within 7-9 business days, depending on your location and product availability. The ebike will be packaged in a large shipping box. See our Shipping Policy for more info.

At openairlifestyles.com, we want your shopping experience to be simple and worry free. If something isn’t quite right, our return and refund process is designed to be clear, fair, and hassle free. 

Occasionally mishaps may occur. We believe all issues can be resolved fairly, if given a chance. If you have any concerns that need corrected, please contact us to discuss and we will work together to resolve them.

Returns:

• You may return most items within 30 days of the delivery date.
• Unfortunately, we are unable to accept returns submitted after 30 days.
• If the item is defective or incorrect, we’ll get the item back and either replace it or issue a refund.
• Changed your mind, no problem, any returns for unused items in original packaging are accepted within 30 days. You’ll be responsible for the shipping both ways. Once we receive and inspect the returned item and everything is in the same condition as when shipped, we’ll issue a refund for the product (minus any shipping fees).
• If your item arrives broken, malfunctioning, or with missing parts, please contact us within 30 days of delivery. We’ll arrange a return, resend missing parts, or make it right at no cost to you. Please contact us ASAP and provide the order information and any pictures so we can understand what is going on. Once the item is shipped back and inspected, we’ll either send a replacement or issue a refund.
• Once your return is received and approved, we’ll notify you via email. Refunds are typically issued to your original payment method within 3-4 business days.
  Please note: Your bank or card provider may take additional time to post the refund. If you haven’t received your refund after 7 business days, feel free to contact us at support@openairlifestyles.com.

Restocking Fees:

• Some returns may be subject to a restocking fee, depending on the product and reason for return. We’ll always inform you in advance if this applies.

Questions:

We're here to help! For any return or refund inquiries, reach out to our Customer Support team at support@openairlifestyles.com.

Or give us a call at 1.888.625.6055