guarantee

1. How to make warranty claims

Warranty claims with LANKELEISI can be submitted via email (please include your order number) to request replacement of defective parts under warranty. This is done through the contact page of our website and requires your order number. Support tickets allow you to contact our certified technicians directly via email. After submitting a ticket, you will receive a response within 48 hours. As part of the warranty process, you may be required to perform tests and send images to a technician so they can diagnose the problem and offer the best solution. An example would be testing a battery with a voltmeter and sending a picture of the result via email. LANKELEISI will review your case and guide you through any necessary tests.

A) What do we do?

If a component is deemed faulty or damaged through no user error, we will provide a replacement. We will replace any parts damaged during shipping. We can also authorize up to €200 for repairs at local bicycle repair shops, provided this is determined by a LANKELEISI mechanic. Unauthorized repairs or modifications are not covered by the warranty. Any unauthorized modification to the bicycle will also void the warranty.

B) What do we not do?

LANKELEISI will not replace any part without first seeing a photo or video of the damaged part. We do not provide warranty service for second owners of vehicles. We do not replace parts damaged by the user. We do not cover the costs of third-party services or replacement parts unless agreed upon before the repair. If the owner uses their own shipping service, LANKELEISI is not responsible for any damage that may occur during shipping. Please refer to our return policy for further information. We do not offer warranty service to owners who did not purchase from LANKELEISI-DE.com or an authorized dealer.

2. Warranty conditions

Our mechanics are directly responsible for warranty information. They will be happy to work with you in accordance with the conditions listed below.
This warranty applies only to the original owner of the LANKELEISI bicycle. This warranty is limited to a one-time replacement of defective parts at LANKELEISI's sole discretion. This warranty does not cover damage caused by failure to follow the instructions in the owner's manual, acts of God, accidents, misuse, neglect, improper handling, commercial use, alteration, modification, improper assembly, normal wear and tear, the installation of parts or accessories not originally designed for or compatible with the bicycle sold, operator error, water damage, extreme riding, stunt riding, or improper maintenance. A complete bicycle replacement will only be provided in extreme cases. In such cases, the original bicycle must be sent to the LANKELEISI factory for inspection/repair before a new bicycle will be shipped. If it can be repaired, it is not always possible to send a new bicycle.
This warranty does not cover accessories, consumables, or parts subject to normal wear and tear. LANKELEISI IS NOT RESPONSIBLE FOR DAMAGES, DEFECTS, OR LOSSES CAUSED BY UNAUTHORIZED MAINTENANCE OR THE USE OF UNAUTHORIZED COMPONENTS. Shipping damage must be reported to LANKELEISI via a support ticket. These can be completed on our support pages. IN NO EVENT SHALL LANKELEISI BE LIABLE FOR ANY DIRECT, INDIRECT, OR CONSEQUENTIAL DAMAGES, WHETHER BASED ON CONTRACT, WARRANTY, NEGLIGENCE, OR PRODUCT LIABILITY, IN CONNECTION WITH ITS PRODUCTS, INCLUDING, BUT NOT LIMITED TO, PERSONAL INJURY, PROPERTY DAMAGE, OR ECONOMIC LOSS.
For situations where the warranty policy may not apply, LANKELEISI may charge a minimum service fee and parts fees. All exchanges are limited to one per item. All separate shipping costs for warranty purposes must be prepaid and insured by the customer. LANKELEISI is not responsible for lost incoming packages. LANKELEISI may void the warranty if necessary. LANKELEISI reserves the right to update and change its warranty at any time. Notification of these changes may be provided, but is not required.
Every e-bike purchased from LANKELEISI-DE.com and authorized retailers is protected by our limited manufacturer's warranty against defects in materials or workmanship for the original owner. This covers the following individual components:

A) Limited 1-year warranty

1. One-Year Warranty Period: This warranty policy becomes effective on the date of purchase and is valid for a period of one year (e.g., hydraulic brakes, controller, front fork, suspension, bicycle display , pedal assist sensor, battery charger, stem, handlebars, headset, seat post, bottom bracket, crankset, luggage rack, and shifting systems). etc.). During this period, the company guarantees e-bike parts that have manufacturing defects in material and/or workmanship.
2. Exclusions: This warranty does not cover problems resulting from accidents, misuse, unauthorized repairs, modifications, or self-installation. Note: Natural wear and tear of bicycle parts is not covered under the warranty.

B) Limited 2-year warranty

1. Two-year warranty period: This warranty policy becomes effective on the date of purchase and is valid for a period of two years. During this period, the company provides warranty coverage for e-bike batteries and motors.
2. Exceptions: This warranty does not cover problems resulting from accidents, misuse, unauthorized repairs, modifications, or self-installation.

C) Limited 3-year warranty

1. Three-year warranty period: three years from the date of purchase. During this period, the company guarantees the frame of the e-bike.
2. Coverage: This warranty policy covers only manufacturing defects and material problems of the frame. Any part damaged due to accident, misuse, abnormal use, unauthorized repair, modification, or self-installation is excluded from the warranty.

D) No guarantee

Please note that equipment and accessories are not covered by this warranty policy, but are included in our return policy.

E) Wear parts

Parts subject to normal wear and tear are not covered by the warranty. These parts include, but are not limited to: chain, rims, spokes, brake pads, mineral oil for hydraulic brake systems, inner tubes, tires, brake discs, handlebars, and saddle. Maintenance and replacement of these components are the responsibility of the bicycle owner.

3. Claims

All warranty claims must be made through LANKELEISI. Proof of purchase is required for every warranty claim. Before submitting a warranty claim, we recommend contacting our customer service team, as there may be a simple solution to your problem. Valid warranty claims will be processed by LANKELEISI within one year of the original purchase. Warranty claims can be submitted via a support ticket on our support page.

A) Claims for transport damage

Inspect your product for damage immediately. Claims for shipping damage are extremely time-sensitive. We do not accept claims for shipping damage more than 14 days after receiving the product. Before you and the driver sign for the shipment, please note any damage to your product on the waybill. Take photos of all damage and date them if possible. Keep all packaging and documents until the inspection process is complete. Submit any damage claims to LANKELEISI via a support ticket on our support page within 14 days of delivery.

B) Credit card chargeback

If a credit card chargeback of any amount is initiated against an order for any reason, and the customer still possesses the product in said order, the warranty will be suspended until the chargeback is resolved.

4. Parts replacement

If a replacement part needs to be shipped within the warranty period, LANKELEISI may, at its sole discretion, require that the defective part be returned to our factory. The defective part must be received at the LANKELEISI factory before a replacement part can be shipped. If authorized by LANKELEISI, LANKELEISI will provide a prepaid return shipping label for the return and replacement of the defective part. When a customer is issued a prepaid return shipping label, prompt return (within 10 days) of the defective part is required, unless otherwise agreed upon with LANKELEISI.
Upon receipt of defective/returned parts, these will be inspected for transport damage. LANKELEISI reserves the right to demand payment if parts are damaged beyond the limits of the inspection. Failure to comply with the conditions listed in this section may result in refusal of service, invalidation of the warranty, or permanent cancellation of the order.

5. Disclaimer

Riding any type of bicycle carries inherent risks that cannot be foreseen or avoided. These hazards can lead to serious accidents, injuries, or even death. It is the rider's responsibility to ride safely and to be trained and prepared.
LANKELEISI strongly recommends that all customers have their bicycle inspected and tested by a certified bicycle mechanic before its first ride. A thorough inspection of every component on your bicycle will help ensure that the bicycle is safe to ride. LANKELEISI DOES NOT GUARANTEE that the brakes, shifters, motor, stem, rims, spokes, derailleur, fork, or any other parts of the bicycle will arrive properly secured and adjusted.
Before each ride, thoroughly check the bicycle to ensure that all components are properly adjusted and secured.
LANKELEISI IS NOT LIABLE FOR DAMAGES OR CONSEQUENCES ARISING FROM THE IMPROPER USE, NEGLIGENCE, OR ASSEMBLY OF ITS BICYCLES. This includes, but is not limited to: personal injury, property damage, economic loss, serious accidents, or death.

6. Disclaimer regarding bicycle performance

The maximum speed and range specified for each bicycle are estimates and not a guarantee of expected performance. Many factors can affect a bicycle's performance, including but not limited to: assistance level, rider weight, load weight, terrain type, gradient, pedal assist, wind conditions, temperature, and tire pressure. Under varying conditions, different ranges and maximum speeds than our stated estimates may be achieved.

7. Customer relations

Customer satisfaction is one of LANKELEISI's top priorities. We work very hard to ensure that all our customers are satisfied with their purchases. However, there may be circumstances where a mutually acceptable solution cannot be found.
We understand that something went wrong when you contacted one of our customer service representatives or technicians (via a support ticket) and a solution was needed. We will work with you to resolve the issue as quickly as possible. Given our willingness to help, we need your support, cooperation, and patience to resolve the problem. We strive to provide respectful and friendly customer service and expect the same courtesy and respect in return.
Rude, vulgar, or threatening language towards our employees or customer service representatives will not be tolerated. Should such an unfortunate situation arise, a warning will be issued. If rude, vulgar, or threatening behavior continues, LANKELEISI reserves the right to refuse service, void the warranty, issue a refund, or permanently cancel the order. We strive to avoid such incidents whenever possible.
Last updated: September 2023