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Warranty

Your Warranty

Last updated 9th October 2024

Your purchase of any e-bike and bike includes a warranty against original defects in material and workmanship from the date you physically receive the product. This also consists of any recall repairs from the manufacturer.

This covers the cost of labour and parts required to maintain your e-bike or bike in proper working order for the warranty period.

What your warranty covers:

  • 3/6 months on the electrical and mechanical components
  • 12 months on the bike frame against cracking due to a manufacturing defect
  • Ensure you check the warranty length for the bike or e-bike before you purchase.

Making a claim:

To make a warranty claim, please ensure you are aware of the limited warranty time frame. Any claim will need to be reported to our Customer Service team at help@moosebikemarketplace.com with your... 

  • name, 
  • order number,
  • a brief description of the issue, and
  • you must include an image/video of the defect. Customers are requested to provide this to ensure our claims are swiftly resolved.

One reported, your warranty claim will be validated through our mechanics. It is the sole discretion of our mechanics to determine whether the core components or product are defective and if they are covered under warranty.

Moose has the right to repair or replace the defective component. Failing that, a replacement unit in a similar condition will be sent free of charge. Customers are only entitled to a refund if the original product is deemed unrepairable and a similar item cannot be found as a substitute.

What your warranty does not cover:

  • Damage associated with professional and hire use.
  • Negligence and use of the electrical item in wet conditions or where moisture has been allowed to sit on the product, resulting in corrosion and degradation such as rust.
  • The part submitted for repair or maintenance demonstrates signs of misuse or handling contrary to the instructions set out in this manual.
  • Consumable items subject to wear and tear are not covered as part of the warranty. This includes:
    • bearings,
    • brake cables,
    • brake pads,
    • cassette,
    • chain or belt,
    • chainring,
    • chargers (only covered with the first 30 days of purchase),
    • freewheel,
    • handlebar grips,
    • inner tubes, and
    • tyres.
  • The requested work is to repair normal wear and tear, surface or cosmetic damage.
  • The submitted repair work is needed due to the e-bike or bike having been involved in an accident or reckless/intentional damage.

The opening, disassembly or modification of the e-bike/bike with non-licensed or non-official parts or accessories, and/or by a non-qualified person will lead to the warranty becoming invalid.

Warranty shipping costs:

Moose will cover shipping costs (UK Mainland only). However, if, after inspection, the issue is not deemed to be covered, the customer will be invoiced for any shipping and repair costs.

Returning your item for warranty:

You must ensure that the item is returned to us safely and securely. It is your responsibility, and Moose cannot be held responsible for any damage caused during posting. If you are not using one of our services above, we suggest a recorded postal/courier service.

  • You can use packaging that will keep the e-bike/e-scooter safe and damage-free during transit. If we deem the packaging unsuitable, we will charge a replacement box fee for the journey home.
  • If you do not have the original box, a replacement box can be purchased from us at a fee of £30.
  • Once your e-bike/bike has arrived at our facilities, our in-house technicians will start the assessment process. This process can take up to 7 working days to complete.
  • We will then notify you with a mechanics report. You are entitled to a repair or replacement based on their final assessment.

On occasions, it may be more economical for the claimer to get the bike fixed at a bike shop closer to them and Moose to re-imburse the cost to the claimer. If this is the case, it must be authorised and approved by Moose before any work requiring payment takes place. We cannot guarantee a reimbursement for any costs associated with work that is not authorised by Moose.

If your bike or e-bike requires a repair covered under warranty, email us at help@moosebikemarketplace.com and our Customer Service team will be on hand to help.

It remains the sole discretion of Moose to determine whether the core component or product is defective and if our warranty covers them.

Trade Up Limited t/a Moose shall not be liable for any financial losses, physical injuries, accidents, level disputes and other interest conflicts resulting from actions that violate the user manual/instructions.