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LIVALL Warranty Policy

Velo Smart is the designated supplier of LIVALL products for E-Ride Shop. All warranty claims for these products will be processed in accordance with Velo Smart's Warranty Policy.

E-Ride Shop follows the warranty policies established by our suppliers. Additionally, we have our own warranty terms and conditions that complement these supplier policies. Together, these policies provide a comprehensive guide for our customers, ensuring clarity and consistency.

In the event of any discrepancies between E-Ride Shop's policy and our suppliers' policies, E-Ride Shop reserves the right to determine, at our sole discretion, which parts of the supplier's warranty policies will take precedence. This approach ensures alignment with supplier agreements while maintaining transparency and fairness for our customers.

For any questions or further clarification, please contact our Customer Service team.

Warranty Service Clause:

  • The customer is fully responsible for the repair and maintenance of the product under this warranty.

  • E-Ride Shop, along with the respective supplier/brand, holds no liability or responsibility for the execution of any repairs or maintenance required.

  • E-Ride Shop will:

    • Act as an intermediary for the warranty claim, facilitating communication and coordination between the customer and the supplier/brand/manufacturer.

    • Facilitate the provision and shipment of necessary replacement parts to the customer.

    • Not be responsible for the installation or implementation of these parts.

  • The customer must ensure:

    • All repairs are conducted in accordance with the manufacturer’s guidelines.

    • Repairs are performed by a qualified professional if necessary.

  • E-Ride Shop disclaims any and all liability arising from improper installation or repair of the product.

  • In the event of any discrepancies arising from E-Ride Shop's warranty policy for the given supplier/brand, E-Ride Shop reserves the right to determine, at its sole discretion, which parts of our warranty policy and the supplier's warranty policy will apply.

Suppliers/Brands/Manufacturers Warranty Clause:

The Warranty Card

By embracing the principle of "The Customer is the Focus", we fully protect your rights.

Please bring your valid warranty certificate and original invoice, which shall be completed by the distributor of the helmet and stamped with the official seal, and may not be altered, otherwise it will be deemed as invalid. The serial number sticker on the helmet shall not be destroyed, otherwise the warranty will be invalidated.

If the product is eligible for replacement, only the faulty part(s) may be replaced; if the battery was at fault, only the battery will be replaced; other parts such as the decorative nameplate and packaging materials may not be replaced; Consumable parts should be replaced for a fee.

In case of any damage due to reasons unrelated to the quality of the product (i.e. exposure to severe dampness and liquid, damages from drops or falls and improper use, etc.); or any damage to the product due to unauthorized disassembly; or taking to any other repair centers not designated by LIVALL; or any product beyond warranty period; LIVALL will provide maintenance and repair services and charge an appropriate fee accordingly.

Some problems might be incurred by exposure to severe dampness and liquid, severe damages and any alteration or modification. In cases where the product can be used normally before maintenance, but performs abnormally thereafter, it shall be deemed as an unrecoverable fault, for which LIVALL will not be responsible for returning the product to its former condition.

In order to provide better service for you, please take good care of your warranty card, purchase certificate and maintenance documents. 

Warranty Details

If there is any discrepancy or omission between the following and any national policy, the national policy shall prevail.

The warranty time is 1 year after purchase. Any quality problem can be maintained for free or it can be replaced within 30 days after purchase if re-sale is available.

LIVALL bears no responsibility for warranty over other product components. i.e, the Quick Start Guide, Warranty Card, etc.

Warranty Description

The warranty services are only valid under conditions of normal use. In case of any damage caused by reasons unrelated to product quality or any of the following circumstances, warranty services shall not be provided. But paid maintenance may be carried out:

The warranty period expires; there is no valid invoice or warranty certificate, unless it can be otherwise proved that the product is within the validity date of the warranty period; the details on the warranty certificate do not match the specific goods or are altered; any damage caused by use, maintenance or care that contravenes the guidelines of the product's instruction manual; any damage caused due to disassembly by non-LIVALL designated service centers; any damage caused by force majeure; the product's natural wear and tear, such as on housing, buttons, paint, accessories, etc; any malfunction, defect or flaw not caused by LIVALL.

Address: 4th Floor, Building 8, No. 919 Huawei Road, Xiangzhou District, Zhuhai City, Guangdong Province, China 519075

Telephone number: (+86) 400 8933 338    (+86) 0755-25859855    (+86) 199 3703 1749

Business Cooperation: sales@livall.com

User Experience: user@livall.com

Mon to Fri: 9am-6pm(PST)

This is not the return address, contact E-Ride Shop to submit any warranty claims.

Warranty Resolution Time Clause:

E-Ride Shop is not liable for any extended time that may be required to resolve a warranty claim. Various factors beyond our control can contribute to delays, including but not limited to:

  • Supplier/Brand Response Times: Processing and response times from the supplier or brand may vary.

  • Shipping and Logistics: Delays in the shipment of parts or products, which can be caused by logistical issues or external factors such as weather conditions or transportation disruptions.

  • Inspection and Evaluation: Time required for the supplier or brand to inspect and evaluate the product or defect.

  • Part Availability: Delays due to the unavailability of required parts or components.

  • Customs and Import Regulations: Delays caused by customs inspections and import regulations for international shipments.

Contact Us for Warranty Claims:

If you need to issue a warranty claim, please follow these steps:

  1. Prepare Your Information:

    • Product name and model number

    • Date of purchase

    • Detailed description of the issue

    • Proof of purchase (e.g., receipt or invoice)

    • Photos or videos of the defect (if applicable)

  2. Contact Our Customer Service Team:

  3. Submit Your Claim:

    • Provide all necessary information and documentation.

    • Our team will review your claim and coordinate with the supplier/brand as needed.

    • We will act as an intermediary to facilitate the warranty claim process.

  4. Next Steps:

    • After your claim is reviewed, our customer service team will inform you of the outcome and any further actions required.

    • If approved, E-Ride Shop will arrange for the shipment of necessary replacement parts. Note that we are not responsible for the installation or implementation of these parts.

Thank You for Choosing E-Ride Shop:

Thank you for choosing E-Ride Shop for your e-riding needs. We appreciate your trust in our products and services. Your satisfaction is our top priority, and we are committed to providing you with the best customer experience possible.

If you have any questions or need further assistance, please do not hesitate to contact our Customer Service team. We are here to help and ensure that you enjoy a smooth and hassle-free experience with your purchase.

Thank you for being a valued customer, and we look forward to serving you again in the future.