Warranty policy

The specific warranty covering your Rattan bicycle is governed by the law of the state or country in which it was purchased. All Rattan ebikes and their individual Covered Components (as defined herein), are protected against all manufacturing defects in material or workmanship for one (1) year after receipt of the ebike by the customer (the “Warranty Period”). This Limited Warranty is only applicable to bicycles purchased directly from Rattan and in accordance with the following terms:

 

The Limited Warranty is expressly limited to the replacement of the frame, forks, stem, handlebar, headset, seat post, saddle, brakes, lights, bottom bracket, crank set, pedals, rims, wheel hub, freewheel, cassette, derailleur, shifter, motor, throttle, controller, wiring harness, LCD display, kickstand, reflectors and hardware (each a “Covered Component”).

The Covered Components are warranted to be free of defects in materials and/or workmanship during the Warranty Period.

 

This Limited Warranty does not cover:

 

Parts compromised by corrosion due to exposure to the elements (moisture, heat, etc.);

Damage or deterioration of the surface finish, appearance, or aesthetics of the product;

The Warranty of the frame, forks, handlebar, seat post, saddle, brakes, lights, crank-set, pedals, rims, wheel hub, freewheel, cassette, derailleur, shifter, motor, throttle, controller, wiring harness, LCD, kickstand, reflectors, and hardware only extends one week after receiving the goods. Parts damaged during use after seven days will be charged to the customer;

Labor charges for part replacement or changeover;

Defects or damage resulting from accidents, 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 Rattan;

Products with the serial number or 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 Rattan for the Products;

Defects or damage caused by improper assembly, testing, operation, maintenance, installation, service, repair, or adjustment in a manner that varies from the Assembly Instructions or Owner's Manual;

Defects or damage resulting from external causes, such as collision, fire, flooding, windstorms, lightning, earthquakes, exposure to weather conditions, theft, blown fuses, or improper use of any electrical source.

 

Ordinary wear and tear not resulting from defects in workmanship or materials.  We will not accept any ordinary wear and tear claims filed more than 7 days after receipt of any products. Wear and tear can be assessed by Rattan.

Parts not typically covered include but are not limited to:

Brake pads

Rotors

Spokes

Tires/tubes

Chains

Chain rings

Cassettes

Crank-set

 

Battery

Rattanebike batteries are covered by a 1-year prorated warranty.

 

During the first 1 year 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 will remain unchanged from the original purchase date.

 

No cash reimbursement will be made.

 

Batteries can be assessed and found defective directly by Rattan only.

 

This Limited Warranty does not cover:

 

Defects or damage resulting from accidents, 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, chemical exposure, moisture, abrasives, sand or dirt, neglect, or abnormal physical, electricalor electromechanical stress;

Defects or damage caused by private modification;

Scratches, dents, and cosmetic damage, unless caused by Rattan;

Products that have the serial number or 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 Rattan for the Products;

Defects or damage caused by the assembly, testing, operation, maintenance, installation, service, repair, or adjustment of the Products in a manner that varies from the Assembly Instructions or Owner's Manual;

Defects or damage resulting from external causes such as collision, fire, flooding, windstorms, lightning, earthquakes, exposure to weather conditions, theft, blown fuses, or improper use of any electrical source.

 

In addition, with respect to the battery, this Limited Warranty does not cover defects or damage resulting from the following actions or situations:

Charging with a battery charger is not intended or appropriate for use with the Battery;

 

Using a battery charger improperly;

 

If any of the seals on the battery are broken or show evidence of tampering;

 

If the Battery has been used in equipment other than the Bike for which it is specified.

 

Target Audience Terms

The warranty is registered automatically when the initial purchaser orders and then receive the product from our online shop and applies to the initial purchaser only.

 

As for warranty transfer, the ebike transferee can only benefit from the warranty when both of these conditions are met:

 

The 1-year package hasn't expired since the initial owner received it;

The new owner has the initial purchaser’s name and the original order number.

 

Credit Card Chargebacks

If any ebike purchase becomes subject to a credit card chargeback in any amount, and you are still in possession of the ebike, then this Limited Warranty shall be invalidated until the credit card chargeback has been resolved.

 

How To Make A Warranty Claim

If you believe your Rattan has a warranty issue, your first point of contact should be your Rattan retailer where you purchased your frame or bike. The place of purchase will facilitate the claim with Rattan on your behalf. If you purchased directly from Rattan, contact us at info@rattanebike.com

 

All claims to this warranty must be made through Rattan and submitted to info@rattanebike.com. Proof of purchase and photos or videos of the damaged product is required to be submitted alongside any warranty request. Before making a warranty claim, you are encouraged to contact Rattan via info@rattanebike.com, as there may be a simple fix for your problem that does not necessitate filing a claim. Valid warranty claims made within 1 year of the initial purchase will be processed through Rattan.

 

Rattan will not replace any part without first seeing photos or video of the damaged product. Customers must provide this evidence by email. To avoid sending the parts unmatched, please send pics of the model number or the label attached to the part itself according to Rattan’s guide.

 

1.Attention:

①. Rattan will offer free components and replacement parts (while shipping fees are not included), and any installation fees will not be covered by Rattan without the after-sales team’s authorization.

②. It may take about 2 weeks for replacement parts delivered, please contact us at info@rattanebike.com for more details.

 

2.Shipping Damage Claims

In rare instances, the item received may be damaged during transportation. If shipping damage occurs, please contact info@rattanebike.com and provide us with photo or video proof.

We offer free replacements or accept a partial refund for purchased but damaged or missing accessories. No free accessories are eligible for replacement or compensation if they are scratched during transportation.

NOTICE: We will not accept shipping damage claims filed more than 7 days after receipt of any products.

Rattan also reserves the right to assess the shipping damage.