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 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 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 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. 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 Warranty Registration Returns & Refunds Shipping Policy Troubleshooting Contact & Support