Repair service
1. How to claim the warranty
LANKELEISI warranty claims can be made by sending an email (please provide us with your order number), which is required for the replacement of parts under warranty. This is done through the contact page on our website and requires your order number. Support tickets allow direct contact with our certified mechanics via email. After submitting a ticket, you will receive a response within 48 hours. As part of the warranty process, you may be asked to perform tests and send video footage to a mechanic so they can diagnose the problem and provide the best solution. An example might be testing a battery with a voltmeter and emailing a photo of the result. LANKELEISI will evaluate your case and guide you through any tests that may be required.
A) What will we do?
If a component is deemed defective or damaged through no fault of the user, we will issue a replacement part. We will replace any part deemed damaged during shipping. We can also authorize reimbursement for repairs at local bike shops up to €200, if determined by a LANKELEISI mechanic. Any unauthorized repairs or modifications are not covered by the warranty. Any unauthorized modification to the bike will also void the warranty.
B) What won't we do?
LANKELEISI will not replace any part without first seeing a photo or video of the damaged part. We will not provide warranty services for owners of second-hand vehicles. We will not replace parts damaged by the user. We will not pay for any third-party service or replacement parts unless agreed upon prior to repair. If the owner uses their own shipping service, LANKELEISI will not be responsible for any damage that may occur during shipping. For more information, please see our Return Policy. We will not provide warranty services for owners who did not purchase from LANKELEISI-BIKES.com or an authorized dealer.
2. Warranty Conditions
Our mechanics are directly responsible for warranty information. They are more than happy to work with you under the conditions outlined below.
This warranty applies only to the original LANKELEISI owner. This warranty is limited to a one-time replacement of defective parts at the sole discretion of LANKELEISI. This warranty does not cover damage caused by failure to follow the instructions in the owner's manual, acts of God, accidents, misuse, negligence, abuse, commercial use, alteration, modification, improper assembly, normal wear and tear, installation of parts or accessories not originally designed for or compatible with the bikes sold, operator error, water damage, extreme riding, stunts, or improper subsequent maintenance. A complete bike replacement will only be issued in extreme cases. In such cases, the original bike must be sent to the LANKELEISI factory for inspection/repair before shipping the new bike. If it can be repaired, it will not always be possible to ship a new bike.
This warranty does not cover accessories, consumables, or parts subject to normal wear and tear. LANKELEISI IS NOT RESPONSIBLE FOR DAMAGE, FAILURE, OR LOSS RESULTING FROM UNAUTHORIZED MAINTENANCE OR THE USE OF UNAUTHORIZED PARTS. Shipping damage must be reported to LANKELEISI via a support ticket. These can be completed on our support pages. UNDER NO CIRCUMSTANCES WILL LANKELEISI BE LIABLE FOR DIRECT, INDIRECT, OR CONSEQUENTIAL DAMAGES, WHETHER BASED ON CONTRACT, WARRANTY, NEGLIGENCE, OR PRODUCT LIABILITY IN CONNECTION WITH ITS PRODUCTS, INCLUDING, BUT NOT LIMITED TO: PERSONAL INJURY, PROPERTY DAMAGE, OR ECONOMIC LOSS.
For situations where the warranty policy may not apply, LANKELEISI may charge a minimal service fee and a replacement parts fee. All exchanges are limited to one per item. All separate shipping costs for warranty purposes must be prepaid and insured by the customer. LANKELEISI is not responsible for lost incoming packages. LANKELEISI may void the warranty where applicable. LANKELEISI reserves the right to update and modify its warranty at any time. Notice of such changes may not be provided.
Every electric bicycle purchased from LANKELEISI-BIKES.com and authorized retailers is covered by our limited manufacturer's warranty against defects in materials or workmanship for the original owner, including the following individual components:
A) 1-Year Limited Warranty
One-Year Warranty Period: This warranty policy is effective from the date of purchase and is valid for one year (e.g., hydraulic brakes, controller, front fork, rear shock, bike display, pedal-assist sensor, charger, stem, handlebars, headset, seatpost, bottom bracket, crankset, rear rack, and shifting systems, etc.). During this period, the company warrants e-bike components that have manufacturing defects in materials and/or workmanship.
Exclusions: This warranty does not cover problems resulting from accidents, misuse, unauthorized repairs, modifications, or self-installation. Note: Natural wear and tear on bike components is not covered by the warranty.
B) 2-Year Limited Warranty
Two-Year Warranty Period: This warranty policy is effective from the date of purchase and remains valid for two years. During this period, the company provides warranty coverage for e-bike batteries and motors.
Exclusions: This warranty does not cover problems resulting from accidents, misuse, unauthorized repairs, modifications, or self-installation.
C) 3-Year Limited Warranty
Three-Year Warranty Period: Three years from the date of purchase. During this period, the company will guarantee the frame part of the e-bike.
Coverage: This warranty policy covers only manufacturing defects and material issues in the frame. Any parts resulting from accident, abuse, abnormal use, unauthorized repair, modification, or self-installation are not covered by the warranty.
D) No Warranty
Please note that clothing and accessories are not covered by this warranty policy, but are included in our return policy.
E) Wear and Tear Parts
Parts subject to normal wear and tear are not covered by the warranty. These parts include, but are not limited to: chain, rims, spokes, brake pads, mineral oil for hydraulic brake systems, tubes, tires, brake rotors, handlebars, and saddle. Maintenance and replacement of these components are the responsibility of the bike owner.
3. Claims
All claims under this warranty must be made through LANKELEISI. Proof of purchase is required for any warranty claim. Before filing a warranty claim, we recommend contacting our customer service team as they may have a simple solution to your issue. Valid warranty claims will be processed by LANKELEISI within one year of the original purchase. Warranty claims can be submitted via a support ticket on our support page.
A) Shipping Damage Claims
Inspect your product immediately for any damage. Shipping damage claims are extremely time-sensitive. We will not accept shipping damage claims beyond 14 days of receiving the product. Before you and the carrier sign for the shipment, please note any damage to your product on the waybill. Take photos of any damage found and date the photos if possible. Keep all packaging and documents until the inspection process is complete. Report damage claims via a support ticket on our support page within 14 days of delivery to LANKELEISI.
B) Credit Card Chargeback
If a credit card chargeback is issued for any amount on an order for any reason, and the customer still owns the product in that order, the warranty will be suspended until the chargeback is resolved.
4. Part Exchanges
In the event a replacement part needs to be sent during the warranty period, LANKELEISI may require the defective part to be returned to our factory, at LANKELEISI's discretion. The defective part must arrive at the LANKELEISI factory before a replacement part can be shipped. As authorized by LANKELEISI, LANKELEISI will provide a prepaid return label to return and replace the defective part. If a prepaid return label is issued to a customer, prompt return (within 10 days) of the defective part is required, unless previously agreed upon with LANKELEISI.
Upon receipt of defective/returned parts, they will be inspected for shipping damage. LANKELEISI reserves the right to request payment if parts are damaged beyond component testing limits. Failure to comply with the deadlines listed in this section may result in denial of service, voiding the warranty, or permanently canceling the order.
5. Disclaimer
Riding any type of bicycle involves inherent risks that cannot be foreseen or avoided. These hazards can result in serious accidents, injury, or even death. It is the rider's responsibility to be aware, informed, and prepared to ride safely.
LANKELEISI strongly recommends that all customers have their bicycles inspected and tested by a certified bicycle mechanic before their first ride. A thorough inspection of each component of your bike will help ensure that the bike is safe to ride. LANKELEISI DOES NOT GUARANTEE that the brakes, gears, motor, stem, rims, spokes, derailleurs, forks, or any other bicycle component will arrive properly secured and adjusted.
Before each ride, thoroughly inspect your bike to ensure that all components are properly adjusted and secured.
LANKELEISI WILL NOT BE LIABLE FOR ANY DAMAGES OR CONSEQUENCES RESULTING FROM THE IMPROPER USE, NEGLIGENCE, OR ASSEMBLY OF ITS BICYCLES. This includes, but is not limited to, personal injury, property damage, economic loss, serious accident, or death.
6. Bicycle Performance Disclaimer
The maximum speed and range listed for each bike are estimates and do not guarantee expected performance. Many factors can affect a bike's performance, including but not limited to: PAS level, rider weight, cargo weight, terrain type, slope, pedal use, wind conditions, temperature, and tire pressure. Under different conditions, ranges and maximum speeds may differ from the estimates listed.
7. Customer Relations
Customer satisfaction is one of LANKELEISI's top priorities. We work hard to ensure all our customers are satisfied with their purchases. Circumstances may arise where a mutually acceptable solution cannot be reached.
We understand that when you contact one of our customer service representatives or mechanics (via a support ticket), something has gone wrong and a solution is needed. We will work with you to ensure the issue is resolved as quickly as possible. Given our willingness to assist you, we need your assistance, cooperation, and patience to resolve the issue. We are committed to providing a respectful and friendly customer service experience and expect the same kindness and respect in return.
Rude, vulgar, or threatening language directed at our employees or customer service representatives will not be tolerated. A warning will be issued if this unfortunate situation occurs. If rude, vulgar, or threatening behavior persists, LANKELEISI reserves the right to refuse service, cancel the warranty, refund, or permanently cancel the order. We sincerely want to avoid such relationships whenever possible.
Last updated: September 2023