Warranty Policy
DUOTTS [DUOTTS TECHNOLOGY CO., LTD] ("DUOTTS", "we", "us", or "our") hereby issues this Warranty Policy ("Policy") for all electric bicycles ("E-Bikes"), accessories, and related products (collectively, the "Products") purchased directly from our official online store or from authorised dealers in the European Union ("EU") and the United Kingdom ("UK").
This voluntary commercial warranty ("Warranty") is provided in addition to any statutory rights that consumers may have under applicable national law and does not affect, replace, or limit such rights. Where this Policy provides terms that are less favourable than your statutory rights, your statutory rights shall prevail.
1. Warranty Scope and Eligibility
1.1 Who Is Covered/ What Is Covered
This warranty applies only to the original purchaser of the product and is non-transferable. The warranty is automatically effective upon product delivery and requires no further registration.
The warranty applies only to physical products purchased from the “www.duotts.com” website.
1.2 Geographical Coverage
This Warranty applies exclusively to Products purchased and used within the European Union and the United Kingdom. Warranty replacement parts will be shipped only to addresses located within EU Member States and the United Kingdom（Except for some small island addresses）.
1.3 Consumer's Responsibilities
The consumer shall exercise reasonable care and follow all maintenance, storage, and operating instructions set out in the Owner’s Manual. Failure to do so may affect warranty coverage.
2. Warranty Periods by Component
The warranty period begins on the date of delivery and remains in effect for the period specified below. The table below sets out the coverage and exclusions applicable to each category.
|
Category |
Period |
Components |
Covered |
Not Covered |
| Frame & Structural |
2 Years |
Frame, Stem, Seat Tube, Rims, Handlebars, |
Natural deformation, Weld cracking,Manufacturing defects |
Self-modification, Collision damage, Overloading |
|
Electrical & Electronic |
1 Year |
Controller, Display, Motor, Battery, Charger, Sensors, E-Controls, Brake System, Tail Light, Waterproof Wiring, Throttle |
Open circuit, Short circuit, Burnout, Power failure from mfg. defects |
Water ingress, Broken wires, Intentional damage, Use of non-approved chargers |
|
Drive & Suspension |
1 Year |
Front Fork, Shock Absorber, Wheel Hubs, Drum Brake, Axle, Clamps, Folding Parts |
Bearing failure, Manufacturing defects, Abnormal noise from mfg. cause |
Collision damage, Improper installation, Water damage |
|
Mechanical (6mo) |
6 Months |
Freewheel, Derailleur, Crank, Chainring, Kickstand, Pedals, Headlight, Mudguards, Grips, Spokes |
Manufacturing defects, Functional failure under normal use |
Wear from normal use, Self-modification, Collision |
|
Consumables (7d) |
7 Days |
Tyres, Brake Pads, Brake/Gear Cables, Inner Tubes, Chain, Saddle, Fuses, Plastic Parts, Bolts & Nuts |
DOA (defective on arrival) only |
Normal wear, Punctures from sharp objects, Any use-related wear |
Notes
•Commercial-use vehicles (e.g., delivery or fleet E-Bikes) are not covered under this Warranty. Any warranty applicable to such vehicles shall be governed exclusively by the relevant purchase contract..
•Free gifts and promotional accessories are not covered under this Warranty.
• Any repair or replacement under this Warranty shall not reset or extend the original warranty period.
• Any damage caused by human action or misuse is excluded from coverage under this Warranty.
3. Warranty Exclusions
3.1 General Exclusions
This Warranty does not cover:
• Normal wear and tear of consumable parts is excluded from coverage under this Warranty.
•Damage resulting from misuse, abuse, or negligent handling, including stunt riding, overloading, off-road use of non-off-road models, or operation outside the Product’s design specifications, is excluded from coverage under this Warranty.
•Any damage or defect resulting from unauthorised modifications, including the use of non-original components, software modifications, or tampering with the electrical system, is excluded from coverage under this Warranty.
•Any damage or defect resulting from external factors, including accidents, collisions, theft, vandalism, fire, flooding, power surges, exposure to corrosive substances, or force majeure events, is excluded from coverage under this Warranty.
•Any cosmetic damage, including scratches, dents, or paint fading, is excluded from coverage under this Warranty.
•Natural capacity degradation resulting from normal use is excluded from coverage under the battery warranty. Battery capacity decreases over time and with use; this is an inherent characteristic of lithium-ion batteries and does not constitute a defect.
•Any damage or defect resulting from failure to follow the instructions set out in the Owner’s Manual is excluded from coverage under this Warranty.
•Any damage or defect resulting from continuous operation at or beyond the rated power limit is excluded from coverage under this Warranty.
•Any damage or defect resulting from exposure to extreme temperatures, including operation below -10°C or above 45°C, or storage outside the range of -20°C to +50°C, is excluded from coverage under the battery warranty
•Any damage or defect resulting from physical impact, collision, or the application of external force to the motor housing is excluded from coverage under this Warranty.
This Warranty does not cover any incidental costs, including alternative transportation costs, fuel costs, or loss of use.
4. Shipping Damage
This Warranty does not cover shipping damage. However, DUOTTS will repair or replace Products damaged in transit if:
1. You notify DUOTTS within 7 calendar days of receiving the Product.
2. You provide clear photographs or videos of the damage and the outer packaging.
3. You retain the original packaging for inspection if requested.
If you arrange shipping independently, DUOTTS shall not be responsible for any damage occurring in transit.
5. Repair, Replacement, or Refund
5.1 Remedy
If a defect is confirmed and is covered under this Warranty, DUOTTS may, at its sole discretion:
•Repair the defective part or Product;
•Replace with a new or refurbished part of equal or greater functionality; or
•Where neither is feasible, offer a refund not exceeding the original purchase price, less applicable depreciation.
5.2 Replacement Parts
Replacement parts may be new, refurbished, or reconditioned and functionally equivalent to the original.
5.3 No Extension
Warranty period for repaired/replaced parts remains tied to the original delivery date.
5.4 Ownership of Replaced Parts
All replaced parts become DUOTTS's property.
6. Warranty Claim Process
6.1 Initiating a Claim
Contact DUOTTS Customer Service at [amy@duotts.com] with:
1. Proof of purchase.
2. Order number and delivery address.
3. Detailed description of the issue.
4. Photos and/or video evidence.
5. Purchase platform/channel.
6. For battery key/battery base replacement, the battery serial number and motor number are required.
6.2 Resolution
1. Review materials and confirm eligibility.
2. For straightforward issues, provide an immediate solution or ship parts.
3. For complex issues, send troubleshooting instructions.
4. After assessment, confirm resolution and dispatch parts if needed.
6.3 Prior Authorisation
Do not attempt any repairs without notifying DUOTTS in advance. Any repairs carried out without prior notice to DUOTTS may void the Warranty for the affected components.
6.4 Safety Advisory
You must immediately discontinue use of the Product if you suspect a safety-related defect. DUOTTS shall not be liable for any injury or damage resulting from continued use after such a defect has been identified or should reasonably have been identified.
7. Out-of-Warranty and Lifetime Technical Support
For defects arising after the warranty period has expired, DUOTTS may offer paid repair services, subject to the availability of parts. All owners are entitled to lifetime technical support regardless of warranty status; however, the cost of parts shall be borne by the owner after the warranty period has expired.
8. Second-Hand and Transferred Products
• The Warranty applies only to the original purchaser and is non-transferable.
• Any second-hand, resold, or otherwise transferred Product is not covered under this Warranty.
• Proof of original purchase does not extend Warranty coverage to any subsequent owner.
9. Bicycle Theft and Privacy
Product theft is not covered under this Warranty or any Extended Warranty plan.
Privacy Notice: To protect customer privacy, DUOTTS does not record, store, or track vehicle frame numbers or serial numbers. We recommend that you independently record your E-Bike's frame number and serial number upon receipt and store this information securely for your own records. Consider purchasing separate bicycle insurance for theft protection.
10. Limitation of Liability
To the fullest extent permitted by applicable law:
•DUOTTS's total liability shall not exceed the original purchase price.
•DUOTTS is not liable for indirect, incidental, special, or consequential damages.
• This does not exclude liability for death or personal injury caused by negligence, or any liability that cannot be excluded by law.
DUOTTS disclaims all implied warranties to the extent permitted by law. Where jurisdictions prohibit such exclusions, above limitations apply to the maximum extent permitted.
11. Statutory Rights
This Warranty is a voluntary commercial guarantee and does not affect your statutory rights under applicable consumer protection legislation.
12. Governing Law and Dispute Resolution
12.1 Governing Law
This Policy shall be governed by the laws of the French Republic. This choice of law does not deprive you of the protection afforded by mandatory consumer protection provisions of the EU Member State in which you habitually reside.
12.2 Complaint Handling
Please first contact our Customer Service at [amy@duotts.com]. We will respond within 30 calendar days.
12.3 Severability
If any provision is held invalid, all remaining provisions continue in full force.
13. Amendments
DUOTTS reserves the right to amend this Policy. Amendments apply only to Products purchased after the amendment date.
14. Contact Information
DUOTTS Customer Service |
Service Support :amy@duotts.com
Hours: Monday to Friday, 9:00 AM - 6:00 PM(GMT+1)
