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Urtopia Warranty Policy

My E Ride is the designated supplier of Urtopia products for E-Ride Shop. All warranty claims for these products will be processed in accordance with My E Ride'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:

Urtopia 2-Years Limited Warranty

All Urtopia bikes are covered under our 2-years Limited Warranty for the owner against all manufacturing defects.

Period and Terms

The warranty would be registered automatically when the initial purchase has been made. In addition, the warranty is under the INITIAL PURCHASER and the 2-year warranty will be started once you receive the e-bike. As for the warranty transfer, the e-bike transferee can only enjoy the warranty when the following two conditions are met at the same time:

  • The 2-years package hasn't expired since the initial owner has received it.
  • You have the initial purchaser's name & the initial order number.

Covered Parts

My E Ride will replace any part that is deemed to be defective or damaged without user error. The warranty covers the listed parts and follows the terms below:

Frame

Urtopia e-bike’s frame is covered by a replacement warranty for 2 years. This warranty includes a replacement frame only. Frame styles and/or colours not in stock may be replaced with a compatible style and/or colour at the discretion of My E Ride.

Batteries

Urtopia batteries are covered by a replacement warranty for 1 year. A defective battery will be replaced at no cost to the customer. The warranty period for a replaced battery is automatically extended by six months based on the original purchase date. Batteries must be assessed and found defective directly by My E Ride only.

Other Parts 

Original Urtopia parts below are covered by a 2-years limited warranty. 

  • Saddle
  • Rim
  • Wheel hub
  • Motor
  • Battery
  • Charger
  • Crankset
  • Pedals
  • Carbon belt
  • Lights
  • Forks
  • Handlebar 
  • Seat post

Not Covered by Limited Warranty

  1. Ordinary wear and tear not resulting from defects in workmanship or materials. Wear and tear must be assessed by My E Ride. Parts typically not covered include:
    - Brake system
    - Spokes
    - Tires
  2. Labor charges for part replacement.
  3. Defects or damage resulting from accident, abuse, misuse, abnormal use (including but not limited to stunt riding, racing, or other similar activities not consistent with the intended use of the product), improper storage, abnormal exposure to liquid, chemicals, moisture, abrasives, sand or dirt, neglect, or abnormal physical, electrical or electromechanical stress.
  4. Scratches, dents, and cosmetic damage not caused by My E Ride.
  5. Product that has the serial number or the bar code removed, defaced, damaged, altered, or made illegible.
  6. Defects or damage to the products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by My E Ride with the product.
  7. Defects or damage caused by improper assembly, testing, operation, maintenance, installation, service, repair, or adjustment in a manner that varies from Urtopia’s assembly instructions & user manuals.
  8. Defects or damage resulting from external causes, such as collision, fire, flooding, windstorm, lightning, earthquake, exposure to weather conditions, theft, blown fuse, or improper use of any electrical source.
  9. All freight costs.

Claims Process

Warranty Claims

  • If you believe there's something wrong with your e-bike or any parts of it, please contact info@myeride.com.au for warranty claims. Proof of purchase and photos/videos of the damaged product are required with a warranty claim and will be inspected by My E Ride technicians.
  • My E Ride will not be liable for costs, damages or repairs incurred because of e-bike parts purchased from an unauthorised dealer.

 

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.