service and warranty

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Urtopia LIMITED 2-YEAR WARRANTY AND POLICY ON REPLACEMENT PROCEDURES & RESPONSIBILITIES

All Urtopia bikes are covered under our manufacturer's 2 years all-inclusive warranty for the owner against all manufacturing defects (Some free Accessories are not covered by warranty service).

WARRANTY PERIOD AND TARGET AUDIENCE TERMS

The warranty would be registered automatically when the initial purchase has been ordered it. So the warranty is under the INITIAL PURCHASER and the 2 years warranty would be started since the initial owner has received it.As for the warranty transfer, the e-bike transferee can only enjoy the warranty when the following two conditions are met at the same time:

  • The 2 years package hasn't expired since the initial owner has received it.
  • You have the initial owner's name & the initial order number.

COVERED PRODUCTS

Urtopia will replace any component that is deemed to be defective or damaged (including damage incurred during shipment) without user error. The warranty covers the listed products and follows the terms below:

Frame (Carbon Fiber)

Urtopia e-bike‘s frame is covered by a replacement warranty for 10 years! This warranty includes a replacement frame only. Labor charges to changeover parts to replacement frames are not included. Frame styles and/or colors not in stock may be replaced with a compatible style and/or color at the discretion of Urtopia.

Batteries

Urtopia batteries are covered by a 2 years prorated warranty.
During 2 years of service – A defective battery will be repaired or replaced at no cost to the customer. The warranty period for a repaired or replaced battery remains unchanged based on the original purchase date.After the first 2 years of service – A prorated credit, based on months of service, will be applied toward the purchase of a new battery. Batteries purchased at pro-rated cost will have a new 2 years warranty based on the pro-rated purchase date.
Batteries can be assessed and found defective directly by Urtopia only.

This Limited Warranty does not cover:

  • Defects or damage resulting from accident, abuse, misuse, abnormal use (including but not limited to stunt riding, racing, or other similar activities not consistent with the intended use of the Products), improper storage, abnormal exposure to liquid, chemicals, moisture, abrasives, sand or dirt, neglect, or abnormal physical, electrical or electromechanical stress;
  • Defects or damage caused by private modification;
  • Scratches, dents, and cosmetic damage, unless caused by Urtopia;
  • Product that has the serial number or the bar code removed, defaced, damaged, altered, or made illegible;
  • Ordinary wear and tear;
  • Defects or damage to the Products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by Urtopia with the Products;
  • Defects or damage caused by the assembly, testing, operation, maintenance, installation, service, repair, or adjustment in a manner that varies from Assembly Instructions & Owners Manual;
  • Defects or damage resulting from external causes such as collision, fire, flooding, windstorm, lightning, earthquake, exposure to weather conditions, theft, blown fuse, or improper use of any electrical source;
  • In addition, with respect to the battery, this Limited Warranty does not cover defects or damage:
  • Caused by charging by a battery charger not intended or appropriate for use with the Battery or the improper use of a battery charger;
  • Where the CE Mark on the battery are broken or show evidence of tampering;
  • Where the Battery has been used in equipment other than the Bike for which it is specified;

Parts & Components

Original Urtopia parts & components are covered by a 2 years limited warranty (When all the spare parts for warranty are sent to the customer, the customer needs to bear the freight).

  • Saddle
  • Rotor
  • Rim
  • Wheel hub
  • Motor
  • Battery
  • Charger
  • Crankset
  • Pedals
  • Carbon belt
  • Lights
  • Fork
  • Handlebar 
  • Seat post

This Limited Warranty does not cover:

  • Ordinary wear and tear not the result of defects in workmanship or materials. Wear and tear must be assessed by Urtopia. Parts not typically covered include:
  • Brake Pads
  • Spokes
  • Tires
  • Labor charges for part replacement or changeover.
  • Defects or damage resulting from accident, abuse, misuse, abnormal use (including but not limited to stunt riding, racing, or other similar activities not consistent with the intended use of the Products), improper storage, abnormal exposure to liquid, chemicals, moisture, abrasives, sand or dirt, neglect, or abnormal physical, electrical or electromechanical stress.
  • Scratches, dents, and cosmetic damage not caused by Urtopia.
  • Product that has the serial number or the bar code removed, defaced, damaged, altered, or made illegible.
  • Defects or damage to the Products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by Urtopia with the Products.
  • Defects or damage caused by improper assembly, testing, operation, maintenance, installation, service, repair, or adjustment in a manner that varies from Assembly Instructions & Owners Manual.
  • Defects or damage resulting from external causes, such as collision, fire, flooding, windstorm, lightning, earthquake, exposure to weather conditions, theft, blown fuse, or improper use of any electrical source.

CLAIMS PROCESS

  • Warranty Claims
    All claims to this warranty must be made through Urtopia and submitted to support@newurtopia.com. Proofs of purchase and photos or videos of the damaged product are required with any warranty request. Before making a warranty claim, we suggest that you contact us at support@newurtopia.com as there may be a simple fix for your problem. Valid warranty claims will be processed through Urtopia within 2 years of initial purchase.Urtopia will not replace any part without first seeing photos or video of the damaged product. Customers need to provide us with evidence by email.
  • Shipping Damage Claims
    In rare instances, the item received may be damaged during transportation. If shipping damage occurs, please contact support@newurtopia.com and provide us with photo or video proof.

    NOTICE: We will not accept Shipping Damage Claims later than 7 days from receipt of products.

REPAIR SERVICE

For offline bicycle store repair services, Urtopia will only provide free replacement parts. We do not reimburse any labor costs produced in the repair service. 

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