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Warranty

1. Introduction

Welcome to British Bike Shop. These terms and conditions govern your use of our website and services. By accessing or purchasing from us, you agree to be bound by these terms. Please read them carefully.

2. Warranty and Guarantee

The warranty period for the bicycle is as follows. If the customer finds non-human damage within the warranty period, we will send the replacement parts free of charge. 
 
After the warranty period, the customer has to pay for replacement parts and shipping fees. The bikes which we sell are factory new, regular products; all parts are the same as the original parts.
 
In order to facilitate customers in quickly solving the problem of accessories, the accessories purchased separately are sold at cost price; therefore, except for DOA, they are not covered by warranty.
 
Please kindly note: Second-hand e-bikes and modified e-bikes are not covered by warranty.
 
3. Extended Warranty Service
 

You can purchase an extended warranty service on our website. When buying 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 extended warranty must be purchased along with the product and cannot be bought separately.)

4. What Does Not Qualify for Warranty?

  • Failure caused by the user’s failure to use, maintain and adjust according to the “Instruction Manual”.
  • Users disassemble, repair and modify themselves, and failures are caused by non-compliance with the rules of use.
  • Failure caused by improper use or storage by the user or an accident.
  • The cost of going to other repair shops for repairs without consent.
  • Slight scratches or damage to the outer package box caused by the logistics transportation of the accessories are not warranted.
  • Please contact us and obtain our written approval before sending any item back. Any products returned without acceptance will not be refunded.
  • Consumable parts are not warranted, including tires, saddles, plastic parts, brakes, brake rotors, brake pads, brake lines, surface scratches, etc.

5. Warranty Periods and Conditions for Different Components

Engwe Warranty
 
How to apply for a warranty
  1. Take a picture/short video of your question.
  2. Send a short description of the problem, pictures or videos of the issue, order number, and platform of purchase to contact@britishbikeshop.com
  3. We’ll diagnose your problem, and if it’s clear what’s wrong, we’ll provide a solution.
  4. When it comes to issues that can’t be diagnosed in the first place, we will send you the troubleshooting files, which will need you to detect according to our detection method and provide us with the corresponding videos or pictures, and we will give a solution after receiving the detection videos or pictures.
  5. We will verify your order information and delivery address, and reissue the corresponding accessories to you.

1. Introduction

Welcome to British Bike Shop. These terms and conditions govern your use of our website and services. By accessing or purchasing from us, you agree to be bound by these terms. Please read them carefully.

2. Warranty Approach

  • We generally replace parts instead of repairing them to minimise your waiting time.
  • The same warranty service is available whether you purchase from our official website, authorised offline stores, or officially partnered online platforms.
  • Parts that meet the warranty conditions outlined on this page will be fully covered at no cost.
  • Parts outside the warranty can still be repaired/replaced, but a fee will apply. For specific fee details, please contact contact@britishbikeshop.com.
  • Incidental expenses during repair, such as substitute transport, fuel, or ride-sharing, are not covered under warranty. 

3. Lifetime Technical Support

  • Our technical experts provide professional assistance with tailored solutions for complex issues.
  • 1-on-1 support: A dedicated support agent will handle all your inquiries, ensuring personalised assistance throughout.
  • This service is available anytime, regardless of your warranty status. (Note: After the warranty period, customers are responsible for the cost of replacement parts.)

4. What Qualifies for Warranty?

All conditions must be met simultaneously:

  • Products purchased from Fiido’s official store or authorised resellers; items bought through second-hand sales or from unauthorised sellers are not covered under warranty.
  • Product/component is within the warranty period (see the table below).
  • Manufacturing flaws and inherent product issues, like material defects, are covered under warranty.
  • The warranty card is present and matches the product.

5. What Does Not Qualify for Warranty?

A. Damage due to accidents.

B. Minor scratches or accessory damage sustained during shipping.

C. Repair costs from non-authorised repair shops are not covered.

D. Damaged wires or accessories with visible scratches or breaks.

E. Failure of consumable or wear-and-tear parts, including:

  • Brake pads, plastic components, spokes, rims, brake cables, and surface scratches.
F. Malfunctions caused by improper use, such as:
  • Not following the User Manual for usage, maintenance, or adjustments.
  • Unauthorised disassembly, repair, or modifications.
  • Improper usage or storage.

6. Warranty Periods and Conditions for Different Components

Mechanical Components
(Non-electrical and electricity-independent parts)
Components Warranty Period Warranty-Covered & Non-Covered Situations
(This list is not exhaustive)

Frame

36 months

Covered:
-Natural deformation
-Open welds
-Desoldering fractures
-Manufacturing defects

Non-covered:
-Self-modification
-Collision damage

Structural Components
Fork, Handlebar, Stem, Seatpost

24 months

Power and Wheel Components
Drivetrain and Shifting:
Chainring, Chain, Cassette, Bottom Bracket, Shifters, Derailleurs
Wheel Assembly:
Hubs, Rims, Spokes
Suspension:
Shock Absorber

24 months

Non-covered:
-Tire puncture from sharp objects
-Damage to spare parts from collisions

Support and Safety Components
Fasteners:
Seat Clamp, Stem Clamp, Frame Clamp
Tires and Saddle:
Tires, Saddle
Protection and Braking:
Fenders, Safety Hook, Pedals, Brakes, Brake Discs, Brake Levers
Kickstand

3 months

Non-covered:
-Self-modification
-Collision
–Damage of parts and accessories
-Man-made damages

Electrical System

Components

Warranty Period

Warranty-Covered
& Non-Covered Situations
(This list is not exhaustive)

Motor Components
Motor, Hall, Bearing, Clutch

24 months

Covered:
-Phase loss
-Hall element burnout
-Demagnetization
-Abnormal bearing noise

Non-covered:
-Breakage
-Water ingress

Battery
Lithium battery

24 months

Covered:
-Broken grids,
-Lack of power storage
-Capacity below 70%

Non-covered:
-Water ingress
-Man-made damage
-Battery left uncharged for over a month, leading to failure
Electrical Components

Charging:
Charger, Main wiring harness
Display and controller:
Display, Controller

24 months

Covered:
-Short circuit
-Burnout
-Performance failure caused by manufacturing faults

Non-covered:
-Water exposure
-Disconnection
–Man-made damages

Speed control:
Speed control knob, Booster

24 months

Lights:
Headlights, Taillights.
Braking:
Power-off brake levers, Switches

3 months
How to apply for a warranty
  1. Take a picture/short video of your question.
  2. Send a short description of the problem, pictures or videos of the issue, order number, and platform of purchase to contact@britishbikeshop.com
  3. We’ll diagnose your problem, and if it’s clear what’s wrong, we’ll provide a solution.
  4. When it comes to issues that can’t be diagnosed in the first place, we will send you the troubleshooting files, which will need you to detect according to our detection method and provide us with the corresponding videos or pictures, and we will give a solution after receiving the detection videos or pictures.
  5. We will verify your order information and delivery address, and reissue the corresponding accessories to you.

About shop

At British Bike Shop, we’re passionate about cycling. Our team of experts is here to guide you through selecting the perfect bike, finding high-quality accessories, and maintaining your ride for peak performance.
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