Warranty Policy

How to Operate?

Welcome to the Warranty Service page of Mangosteen-mobility, where we handle warranty applications and inquiries. Our responsibility is to ensure that product issues are resolved as soon as possible. We uphold brand integrity and attach equal importance to pre-sales and after-sales services.

Warranty Start

All products purchased from Mangosteen-mobility come with a worry-free warranty service. We provide a 1-year limited warranty for products from the date of delivery. If non-human damage occurs within the warranty period, we will provide free replacement parts.

Warranty Coverage

It should be noted that our delivery service and warranty parts delivery service cover Europe. Please refer to our Shipping policy for details. If you are in other countries, please contact us.

12 Month Warranty:

Accessories and spare parts: stem, handlebar, headset, brakes (excluding brake pads), bottom bracket, crankset, pedals, kickstand, rims, wheel hub, freewheel, cassette, derailleur, frame, fork, motor, battery, throttle, LCD display, wiring harness, front light, rear light, and charger.

18 Month Warranty:

Motor, battery and shifter

Ownership Coverage:

The first owner enjoy all the above warranty, the subsequent will not benefit from the warranty if the year has expired (any warranty service need an order number).

Warranty Exclusion

Parts not included:

Tire, inner tube, brake, and transmission cable are not included.

Improper assembly, operation, and maintenance:

• Improper assembly, use, care, or operation.
• Modifications or failure to follow the recommended assembly or aftercare instructions.
• Abuse, negligence, accident, fire or water damage, transportation by the customer, or other causes beyond our control.
• Any issues or problems with second-hand goods.
• Battery is not warranted from damage resulting from power surges, use of an improper charger, improper maintenance or other such misuse, normal wear or water damage.

Limitations:

We won't be responsible for any damage, failure, or loss caused by any unauthorized service or use of unauthorized parts.

Shipping Damage

Damaged product during shipping is not covered by the warranty. But we will provide you the replacement of such damaged products if you:

1. Notify Mangosteen-mobility of the damaged product in the shipping process within 7 days after you receive it.
2. Provide us pictures and/or a video of the damaged product within 7 days.
3. Return all original packaging along with the product.
4. Inspect the damage product immediately upon the receipt and signing off on the shipment from the express.
5. If you choose to set up an own independent shipping method, such as use of a freight forwarder or other similar service, Mangosteen-mobility will not be responsible for the replacement of any products damaged during such shipping method.

How to Apply for Warranty?

1. Step 1: Take clear photos or videos that clearly show the problem.
2. Step 2: Send a brief description of the problem, photos or videos, order number and purchasing platform to our email: mangosteen-mobility@outlook.com.
3. Step 3: Our after-sales team will verify the problem in a timely manner and provide a solution.
4. Step 4: For issues that require further investigation, we will provide a troubleshooting guide. You need to conduct tests in accordance with our instructions and provide corresponding photos or videos. After receiving the materials, we will provide a solution.
5. Step 5: After verification, if parts need to be replaced, the replacement parts will be sent to the shipping address of your original order by default. Therefore, if there is any change to your shipping address, please contact us via email in a timely manner and inform us of the new address.