All Rize Bikes eBikes are protected against manufacturing defects for one (1) year, beginning on the date of delivery. This Limited Warranty applies only to the original owner of an eBike and is not transferable to subsequent owners.
What is covered under the Limited Warranty?
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Covered Components:
- Frame
- Electrical Components
- LCD Screen
- Throttle
- Brake Inhibitors
- Main Cable Wire
- Controller
- Pedal Assist Sensor
- Speed Sensor
- Motor
- Battery and Battery Cradle
- Front and Rear Lights
In the event Rize Bikes determines a Covered Component is defective, Rize Bikes will, at their sole discretion, repair the component or replace the component with new or refurbished parts. All replacement parts are tested and confirmed to be compatible with your bike and will perform comparably to the original part. However, Rize Bikes does not guarantee replacement parts supplied under the Limited Warranty will be identical to the original parts in regards to brand, model, physical form, design, or color.
What is not covered under the Limited Warranty?
- Normal wear and tear of any Covered Component.
- Consumables or normal wear and tear parts which include, but are not limited to, brake components, suspension components, seat, rack, rims, tires, and inner tubes.
- Any damage, corrosion, malfunction, or defects resulting from:
- Failure to follow instructions provided by Rize Bikes via the Owner’s Manual, the Rize Bikes website, emails, text or instant messaging, or verbal communication.
- Misuse, neglect, abuse, improper assembly, operator error, extreme riding, and stunt riding.
- The installation of 3rd party parts or accessories, unauthorized alterations and modifications, and unauthorized tempering and reprogramming of electrical components.
- Improper storage and maintenance.
- Natural disasters, accidents, and water damage.
- Power surges and the use of chargers not supplied by Rize Bikes.
- Cosmetic damage due to usage.
- Any damage due to usage that does not affect the safe operation of the Covered Component.
Special Out-of-Box Defect Policy
Components not normally covered under the Limited Warranty Policy are covered under the Special Out-of-Box Defect Policy for 14 days, beginning from the date of delivery. This is to ensure that our customers have fully functional eBikes from the start.
In the unfortunate event that your eBike is damaged or not functioning as expected, Rize Bikes will cover all costs assisted with the repairs of the eBike. If a customer requests repairs to be done by a non-Rize Bikes entity, such as a local bike shop or mechanic, they must first submit a written quote to the Rize Bikes Warranty team for approval before any work is carried out. Only pre-approved services by non-Rize Bikes entities are eligible for reimbursement.
A claim under the Special Out-of-Box Defect Policy must be filed within 14 days of receiving the eBike. The eBike must not have more than 7KM (5 Miles) on its odometer. We may require timestamped photos or videos of the eBike’s odometer as supporting evidence.
What Voids the Rize Bikes Limited Warranty
- Commercial use: Use as part of a Rental Fleet or as a Company Vehicle for travel or courier purposes.
- The installation of any electrical components not originally supplied by Rize Bikes.
- Unauthorized tempering or reprogramming of electrical components.
- Unauthorized modification, alteration, and addition to Covered Components and eBikes.
Shipping Damage
- In the unfortunate event that a product is damaged during shipping, please notify us within 14 days of receiving the package and supply the following:
- The order number.
- Pictures of the shipping box from all angles, including close-ups of any visible damage.
- Pictures of the damaged product(s) from all angles, including close-ups of any visible damage.
- In cases where a product is damaged in a way that is not clearly visible, follow this Streamable Guide and provide a video that highlights the effect(s) caused by the shipping damage.
Do not refuse a shipment that arrives damaged. Please receive the shipment and document the damage(s) via photos and/or videos. Rize Bikes will take the responsibility to repair or replace any products that arrive damaged. If a customer refuses a shipment for any reason, they will be held responsible for any additional shipping costs incurred.
- For eBikes:
- Rize Bikes shall only be held responsible for the repair, replacement, or exchange of eBikes damaged during shipping. The decision to repair, replace, or exchange the damaged eBikes is at the sole discretion of Rize Bikes. Rize Bikes will cover all shipping and repair costs incurred during the process. If a customer is unable to perform repairs and requests repairs to be done by a non-Rize Bikes entity, such as a local bike shop or mechanic, they must first submit a written quote to the Rize Bikes Warranty team for approval before any work is carried out. Only pre-approved services by non-Rize Bikes entities are eligible for reimbursement.
- If you would like to return the eBike instead, the same terms and conditions covered by the “Opened Packages” subsection under the “Order Return” section will apply.
- For Parts and Accessories:
- Rize Bikes shall only be held responsible for the repair, replacement, or exchange of parts and accessories damaged during shipping. The decision to repair, replace, or exchange the damaged parts and accessories is at the sole discretion of Rize Bikes. Rize Bikes will cover all shipping and repair costs incurred during the process. If a customer is unable to perform repairs and requests repairs to be done by a non-Rize Bikes entity, such as a local bike shop or mechanic, they must first submit a written quote to the Rize Bikes Warranty team for approval before any work is carried out. Only pre-approved services by non-Rize Bikes entities are eligible for reimbursement.
- If you would like to return the Parts and Accessories instead, the same terms and conditions covered by the “Opened Packages” subsection under the “Order Return” section will apply.
Shipping damage claims are time sensitive and it is the customer’s responsibility to immediately inspect products for damage upon receipt.
Credit Card Chargebacks
If the customer initiates a credit card chargeback in any amount against an order, and the customer is still in possession of the product(s) in the order, this Limited Warranty shall be invalidated until the credit card chargeback has been resolved.
Claims Process
Rize Bikes shall not be held responsible for the repair or replacement of any Covered Components or eBikes under this Limited Warranty without first being provided with photographic or video evidence of damages, defects, or malfunctions. Customers must also follow instructions provided by the Rize Bikes team during the Claims Process; failure to do so may result in the delay or cancellation of the claim.
In order to exercise your right to repair or replace a Covered Component or eBike under the Limited Warranty, you must follow the process below:
- Contact the Rize Bikes team by sending an email to support@rizebikes.com that includes the following information:
- Name of the original owner
- Order Number
- Bike Model
- A detailed description of the issue, including a brief description of the situation before the issue was noticed
- Photographic and/or video evidence that document and identify the issue. Follow this Streamable Guide to share videos with us.
- If the Warranty team determines that a Covered Component and/or eBike needs to be repaired, they will provide simple and clear instructions for the repair. If you are unable to perform the repair, you may request a quote from a local shop or mechanic for the repair and submit it to the Warranty team for approval. All services done by non-Rize Bikes entities must be first approved by the Rize Bikes Warranty team to be eligible for reimbursement.
- Metro Vancouver residents are required to bring the Covered Components and/or eBikes needing repairs to the Rize Bikes Service Centre if they are unable to perform the repairs themselves. Please contact the Warranty team to schedule your drop-off.
- Alternatively, Metro Vancouver residents may also choose, at their own cost, to ship or courier the Covered Components or eBikes to the Rize Bikes Service Centre at their own expense. In this case, the customer must first contact the Rize Bikes Warranty team for an RMA form to be included with the shipment.
- If you decide to ship or courier a Covered Component or eBike to the Rize Bikes Service Centre for repairs and/or services, it is your sole responsibility to secure a box and the necessary packaging materials. If a Covered Component or eBike is damaged during shipping, it is your sole responsibility to reach a resolution with the shipper or courier. Rize Bikes will not be held responsible for repairing or replacing Covered Components or eBikes damaged during shipping. Customers are advised to purchase shipping insurance for high-value shipments.
- If the Warranty team determines that a Covered Component or eBike needs to be replaced or exchanged, they will request for necessary documentation in order to claim the replacement component. The customer is responsible for providing the requested documentation; failure to do so may result in the delay or cancellation of the claim.
- Once you receive a replacement component, you may be requested to return the original Covered Component at Rize Bikes’ expense. It is your sole responsibility to secure a box and the necessary packaging materials for these shipments. If a Covered Component is damaged during shipping due to improper packaging, Rize Bikes reserves the right to claim damages from the customer and invalidate the Limited Warranty on the damaged component until a resolution is reached. Failure to return the original Covered Component within 5 business days of receiving the Replacement Component will also result in your Limited Warranty being invalidated until its return.
- In some cases, the Warranty team may ask for a Covered Component to be shipped back before a replacement may be provided. It is your sole responsibility to secure a box and the necessary packaging materials for these shipments. If a returned Covered Component or eBike is damaged during shipping due to improper packaging, Rize Bikes reserves the right to claim damages from the customer before a replacement is provided.
- If the Warranty team determines that a Covered Component or eBike needs to be shipped to the Rize Bikes Service Centre for repairs and/or services, Rize Bikes will be responsible for the shipping costs both ways. However, It is your sole responsibility to secure a box and the necessary packaging materials for these shipments. The box must be of the same or of very similar dimensions to the original box. Please contact Rize Bikes to confirm the dimensions of the box are acceptable before returning the eBike. The customer will be held responsible for any extra costs incurred from using incorrectly sized box(es).
- If a Covered Component or eBike is damaged during shipping due to improper packaging, Rize Bikes will not be responsible for the repair or replacement of the damaged component or eBike. In the event that a returned Covered Component or eBike is deemed to be fully functional, and that the return was only approved due to misdiagnoses caused by a customer’s misrepresentation of requested documentation of troubleshooting results, the customer will be held responsible for any shipping costs incurred during the process.
Rize Bikes Service Centre
113-2680 Shell Road
Richmond, BC V6X 4C9
Canada
Warranty Claim Timeline
The Rize Bikes team will attempt to respond to your case within 1 to 3 business days. However, during peak seasons, it may take a bit longer for us to get back to you. Please refrain from sending new emails about the same issue to avoid creating congestion within our system and further delaying our response time. Rest assured your issues are all very important to us, and we are doing our best to quickly resolve them. We appreciate your understanding and patience.
