Warranty Claims
How to submit a warranty claim, what evidence is required, and what to expect.
Before you claim: rule out the common causes
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:
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.