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PATROL Warranty Policy

Patrol Mountain Australia is the designated supplier of PATROL products for E-Ride Shop. All warranty claims for these products will be processed in accordance with Patrol Mountain Australia's Warranty Policy. For detailed information, please visit their website here.

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:

5 Year Warranty

All frames, Swing arms on all full suspension bicycles.

2 years
Running components on the bicycle and electric bike motor, controller and battery pack (2 years or 600 charges, whichever comes first) or as specified by the components manufacture. 

Very Important to note;

  • Contact E-Ride Shop and Patrol Mountain Australia to initiate a warranty claim. Proof of purchase is required.
  • For faulty, incorrectly supplied or damaged items, original and return shipping fees will be covered by Patrol Mountain Australia.
  • Warranty applies to all Patrol manufactured parts from date of purchase.
  • FOR PARTS THAT ARE NOT from Patrol Mountain Australia, they will fall under the warranty policy of that particular brand/manufacturer/product. E.g. brands like Fox, Shimano etc. may be used on Patrol Mountain Australia products, but are not limited to. Please contact E-Ride Shop on support@erideshop.com.au in relation to this.
  • For all Warranty repairs, E-Ride Shop will arrange for you to take it to your nearest E-Bike service store (if you would like) that can make these repairs, and cover the cost ONLY of the repair work.
  • E-Ride Shop and/or Patrol Mountain Australia WILL NOT cover the cost for you to transport your E-Bike to the provided service store, this is at the customers expense. E-Ride Shop will do it's best to locate a service store as close as possible for the repairs to the customer. E-Ride Shop WILL CHOOSE the store for the warranty repair to take place.
  • The customer has full responsibility to first understand the warranty policy of any other parts/brands/manufacturers other than Patrol Mountain Australia that is part of their chosen E-Bike prior to making a purchase of any Patrol Mountain Australia products.

For warranties, please email E-Ride Shop at support@erideshop.com.au and Patrol Mountain Australia at sean@patrolmountain.com.au and we will issue you with a warranty form. Contact must be made within the products warranty period commencing from the date of purchase. Receipt/proof of purchase must be provided to process any warranty claims.

THIS WARRANTY DOES NOT COVER:

Normal wear and tear
Improper assembly
Improper follow-up maintenance
Installation of components, parts, or accessories not originally intended for or compatible with the bicycle as sold
Damage or failure due to accident, misuse, abuse, or neglect
Labour charges for part replacement or changeover
Bikes used for commercial activities, including those in rental, demo or security fleets

This warranty applies to 2018 models and proceeding years. Any other original part or component shall be covered by the stated warranty of the original manufacturer. Any products not specifically included above are hereby omitted.

For a 2017 or older model bicycle, please consult your owner's manual or contact us or an authorised dealer for the applicable warranty.

This warranty is void in its entirety by any modification of the frame, fork, or components. This warranty is expressly limited to the repair or replacement of a defective item, and said repair or replacement is the sole remedy of the warranty. This warranty extends from the date of purchase, is offered only to the original retail purchaser and is not transferable. This warranty applies only to Patrol bicycles purchased through an authorised dealer or distributor. Patrol Bicycles is not responsible for incidental or consequential damages. Some states do not allow the exclusion of incidental or consequential damages, so the above exclusion may not apply to you. Any claim against this warranty must be made through an authorised dealer or distributor. Proof of purchase is required. Claims made outside the country of purchase may be subject to fees and additional restrictions. Warranty duration and detail may differ by frame type and/or by country. This warranty gives you specific legal rights, and those rights may vary from place to place. This warranty does not affect your statutory rights. The English version of the warranty shall prevail.

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.