Vitilan Warranty Policy

Warranty Delivery Areas:

Warranted parts are shipped within the continental United Kingdom only. If you buy that e-bike and then ship it to another country. Then we will only ship its parts to the original country of delivery.

Products covered

VITILAN will replace all parts deemed defective or damaged (including damage during shipping) free of charge unless the damage is caused by customer misuse. Listed products covered by the warranty must comply with the following terms:

Parts covered under warranty:

1. Frame
2. Front fork
3. Folding riser
4. Standpipe
5. Handle the horizontal tube
6. Handlebars
7. Seat post
8. Brakes (excluding brake pads)
9. lights
10. Bottom bracket
11. Wheel rims
12. Wheel hub
13. Flywheel
14. Transmission
15. Gear lever
16. Motor
17. Throttle
18. Controller
19, Wiring harness
20. LCD display (excluding water damage).

This warranty does not cover:

Defects inherent in the normal service life or service life of the product
Due to accident, abuse, misuse, abnormal use (including but not limited to stunts, racing or other activities not in line with the intended use of the product, etc.), improper storage, abnormal contact with liquids, moisture, sand, dirt, electrical or abnormal physical collision.
Defects or damage caused by unauthorized modification, or damage caused by incorrect installation.
Scratches, dents and cosmetic damage caused by human factors, unless caused by VITILAN
Products with frame numbers, barcodes, and serial numbers removed, defaced, damaged, altered, or illegible
Parts that are prone to wear, such as:

1. Tire/tube

2. Brake pads

3. Chain

4. Chainring

5. Cables and shells, etc.
6. Seats

7. Crankset

8. Pedals

Product defects or damage caused by the use of accessories, products, or peripherals not provided or approved by VITILAN for the product
Defects or damage caused by improper assembly, testing, operation, maintenance, installation, repair or adjustment of the product.
Defects or damage caused by external causes such as collision, fire, flood, lightning, earthquake, tornado, theft, vandalism, improper use of any power source, etc.

【Battery】
The battery of the VITILAN e-bike comes with18-month warranty.
Defective batteries will be repaired or replaced free of charge by the customer. No cash compensation will be made. Warranty dates are based on the original purchase date.
Only the VITILAN customer service team can directly evaluate batteries and find defective batteries.

This limited warranty does not cover:

Use an unsuitable or unsuitable charger to charge the battery
Improper use of battery charger
Any seals on the battery are damaged or show signs of tampering
Use of batteries for equipment other than designated electric bicycles
The battery power is reduced due to long-term use, battery aging or suddenly cold weather.

Can I refit an electric bike?

Every VITILAN electric bike is strictly tested (programmed) before leaving the factory, and we guarantee it is a high-quality product. We do not recommend that you make major modifications. The warranty does not cover improper or negligent use.

Warranty Process

1. Please contact our VITILAN customer service team at support@vitilanebike.com.
2. Provide clear pictures, videos or other detailed information about the parts in question.
3. If there is no defective or damaged component caused by wrong use by the user, we will issue the corresponding component replacement. And please contact us as soon as the goods arrive, we will assist you to replace any defective parts.
4. Note that the customer is responsible for the labor cost of installing the warranty components for warranty issues.

Disclaimer

You are responsible for your actions when using a VITILAN e-bike. Traveling safely is everyone's responsibility. VITILAN is not responsible for any accident or injury (whether caused by you or others) that may occur during your use. TO THE MAXIMUM EXTENT PERMITTED BY LAW, VITILAN'S LIABILITY UNDER THIS WARRANTY SHALL NOT EXCEED THE ORIGINAL PURCHASE PRICE. IN NO EVENT WILL VITILAN BE LIABLE FOR INCIDENTAL, CONSEQUENTIAL DAMAGES OR LOSSES. VITILAN reserves the right to make changes to products and designs without any obligation to incorporate such changes into finished products or products in the hands of consumers.

Credit Card Chargeback

In the event of a credit card chargeback of any amount on an order for any reason, and the customer still owns the product in said order, the warranty will be suspended until the chargeback is resolved.

Service Philosophy

We serve our customers with respect, kindness, patience, and friendliness. Our VITILAN customer service team always puts the customer first. It is vital that customers feed this information back to our customer service team. We know that when you call/email our customer service team, it's usually because there may be a problem or there is a problem (the worst!). We also understand that these underlying issues often lead to frustration and even anger. However, we will not tolerate the use of rude/vulgar language toward our employees. If this occurs, we will issue a warning, after which we reserve the right to refuse service, terminate accounts, issue refunds, void warranties or cancel orders in our sole discretion. If this decision is made, it is final and cannot be reversed.

This Warranty Policy is only valid if all of the following conditions are met:

1. Electric bicycles are purchased directly from VITILAN's official website, VITILAN's online store or one of VITILAN's authorized dealers.
2. The electric bicycle is the original owner and the first owner
3. Electric bicycles meet all intended purposes of use
4. The electronic equipment has not been repaired or altered
5. If any component is damaged due to the wrong installation of components by the customer, the customer is responsible for the cost of replacement parts and transportation.
6. The rider and purchaser must be over 18 years old and have the legal capacity and authority to purchase and ride electric bicycles.

View Detail in Vitilan Official Website