# Warranty Claims How to submit a warranty claim, what evidence is required, and what to expect. --- ## Before you claim: rule out the common causes A significant share of "warranty" faults turn out to be adjustment, connection or charge-state issues that can be resolved in minutes. Working through [Troubleshooting](https://help.cemotoride.com/link/327) first saves you the round trip — and it is what the technical team will ask you to confirm anyway. **Especially check:** | Symptom | First check | | --- | --- | | Bike won't move | Is it in 0 gear? Press "+" to select a gear above 1 | | Power cuts out | All connectors firmly plugged into the controller | | Short range | Tire pressure; brake drag; ambient temperature | | Won't charge | Wall outlet live; charger output; charging port clean and dry | | Error code | [Display & Error Codes](https://help.cemotoride.com/link/332) | | Throttle dead | Throttle connector; drive mode parameter P10 | --- ## Step 1 — Confirm your product is in warranty | Component | Period | | --- | --- | | Frame structure | 12 months | | Battery | 12 months | | Controller | 12 months | | Motor | 12 months | | **Instrument panel (display)** | **6 months** | | Wear parts (pads, tires, chains, cables, bearings, seals) | **Not covered** | The warranty period begins on the **date the product was delivered**. Coverage applies to the **original retail purchaser** — or a transferee where the period has not expired, proof of original purchase is provided, and the original purchaser's name and order number are available. Check the full exclusion list in [Warranty Policy](https://help.cemotoride.com/link/391) before submitting. Claims relating to misuse, racing, stunts, unauthorized modification, improper assembly, environmental exposure, commercial use or removed serial numbers will be rejected. --- ## Step 2 — Gather the required evidence All warranty claims are submitted by email to: > **support@cemotoride.com** ### Required documentation | Item | Detail | | --- | --- | | **Proof of purchase** | Invoice or order confirmation | | **Order number** | Your CEMOTO order reference | | **Customer contact information** | Name, email, and a phone number if available | | **Photos or videos of the defect** | Clear, well-lit, in focus, showing the fault | | **Written description** | What the issue is, when it started, and what you have already checked | **Incomplete claims may be delayed or rejected.** ### How to document a defect well The quality of your evidence determines how quickly the claim is resolved. Practical guidance: - **Photograph the part in context**, then close up. A photo that shows only an extreme close-up of a scratch does not show which component it is. - **Show the whole bike** in at least one photo, with the affected area visible. - **For a video, show the fault happening.** A 20-second clip of the bike failing to start, or of the noise occurring, is far more useful than a description. - **Include the display** if an error code is showing — the code itself is diagnostic. - **Show the serial number or label** on the affected component. Note that major components are labeled before delivery and **major parts without labels are not covered by warranty**. - **Describe the checks you have completed.** This lets the technical team skip the basics and go straight to the fault. ### Include this information in your email ``` Subject: Warranty claim — [Model] — [Order number] — [Short description] Bike model: Order number: Purchase date: Delivery date: Serial number (if applicable): Description of the issue: Checks already completed: Photos/video attached: yes / no ``` --- ## Step 3 — Assessment CEMOTORIDE's technical team reviews the evidence. - **Replacement parts will not be shipped until sufficient evidence is reviewed and approved.** - CEMOTORIDE reserves the **exclusive right** to determine whether any claimed defect qualifies for warranty coverage. - All warranty resolutions are provided at CEMOTORIDE's discretion, including **repair, replacement or equivalent substitution**. For the D-series, if **shipping damage** to a component is confirmed, replacement parts are typically dispatched within **48 hours**. --- ## Step 4 — Resolution | Possible outcome | Notes | | --- | --- | | **Repair** | The fault is corrected | | **Replacement part** | A replacement component is dispatched | | **Equivalent substitution** | Where the exact part is unavailable, an equivalent is supplied | | **Claim declined** | Where the fault falls outside the warranty scope | ### Shipping and costs | | | | --- | --- | | **Replacement part shipping** | **Customers are responsible for shipping costs** for replacement parts unless otherwise specified | | **Labour** | Approved frame replacements exclude labour and installation costs | | **Third-party costs** | Third-party labour, service, diagnostic and mechanic fees are **strictly excluded** | | **Consequential costs** | CEMOTORIDE is not responsible for downtime, transportation costs, or business losses | | **Defective part return** | Returned defective parts may be required prior to replacement shipment. **Failure to return requested parts may void future warranty support** | ### Battery-specific outcomes - Eligible battery defects are repaired or replaced **without extending the original warranty period**. - Battery replacement does **not** qualify for cash reimbursement. --- ## Shipping damage claims Shipping damage follows a **different and stricter** process than a warranty claim. | Requirement | Detail | | --- | --- | | **Deadline** | Within **7 calendar days** of receipt | | **Evidence** | Photos of external packaging **and** damaged components | | **Exclusions** | Minor cosmetic scratches on packaging or free accessories are not eligible for compensation | | **Signature effect** | Once signed for, the package is considered accepted | > **Important:** inspect the package **before** signing. If it is damaged or deformed, do not sign or open it — contact support instead. Film a complete unboxing video and check the contents against the packing list. Report missing or damaged items within **24 hours**. See [Shipping Policy](https://help.cemotoride.com/link/388). --- ## What will void a warranty claim Be aware of these situations before submitting: - **Unauthorized disassembly or modification** — where the initial failure state is destroyed and technical assessment cannot be carried out - **Opening electrical components** — the electric elements may only be cleaned on the outside. If opened by the owner, there is no warranty for them - **Non-certified chargers** — using a charger other than the supplied unit voids battery warranty - **Overload** — damage from exceeding the rated load limit is not covered - **Missing component labels** — major parts without labels are not covered - **Racing, stunts or off-road misuse** - **Commercial rental or fleet use** - **Removed or altered serial numbers** - **Improper assembly or installation** --- ## Escalation If you are not satisfied with the outcome, reply to the same email thread with additional evidence and request a review. Retain all correspondence, photographs and shipping documentation for the life of the claim. If the claim involves a delivery you believe was mis-handled by the carrier, note that CEMOTO's warranty policy governs the outcome, and formal carrier claims must generally be raised by the shipper. --- ## Related pages - [Warranty Policy](https://help.cemotoride.com/link/391) - [Warranty Registration](https://help.cemotoride.com/link/390) - [Returns & Refunds](https://help.cemotoride.com/link/387) - [Shipping Policy](https://help.cemotoride.com/link/388) - [Troubleshooting](https://help.cemotoride.com/link/327) - [Contact & Support](https://help.cemotoride.com/link/378)