For Compact Storage and Everyday Travel
Warranty Policy
I. Warranty and Guarantee
Warranty prerequisites:
The warranty card and purchase invoice must be retained, and the product must be used and maintained in accordance with the User Manual.
Default warranty period:
For parts not explicitly specified, a default warranty of 3 months applies (excluding human factors).
Limitation of liability:
The manufacturer is only responsible for defects or damage to the product itself and shall not be liable for personal injury or third-party property damage arising from the use of the product.
II. Warranty Details by Component
| Component | Warranty Period | Warranty Coverage (Excluding Human Factors) | Out of Warranty |
|---|---|---|---|
| Power Bank Battery | 1 year (based on battery manufacturing date) | Charging failure, abnormal output, battery capacity below 60%; free replacement within 12 months; free replacement with a refurbished/maintenance battery from months 13–24 | Water ingress, unauthorized disassembly |
| Motor | 1 year | Free replacement within 12 months; thereafter covers functional failures including phase loss, short circuit, burnt coils, and abnormal internal noise | External or structural damage, unauthorized disassembly |
| Body / Shell | 1 year | Component breakage | Violent impact, unauthorized disassembly |
| Charger | 1 year | Charging abnormalities | Unauthorized disassembly, impact or compression damage, water ingress |
| Display / Throttle | 1 year | Functional failures | Unauthorized disassembly, impact or compression damage, water ingress |
| Tires | 15 days | Manufacturing defects such as pinholes, air leakage, or tire wobble | Self-repair, damage caused by improper riding |
| Handlebar | 6 months | Large-area paint peeling, obvious fading, blistering, cracking, folding malfunction, or handle tube defects | Unauthorized disassembly, violent impact, non-standard operation |
III. Special Component Notes
Folding mechanism:
Inspection is allowed within 7 days of receiving a new product. Non-human-factor issues may be replaced. As a rule, functional issues of the folding mechanism are not covered under warranty.
Consumable parts:
Wiring harnesses and outer tires are consumables. Non-human-factor issues may be replaced within 7 days; generally not covered under warranty.
Cosmetic wear:
Scratches and wear on the body/shell are not covered under warranty. Please inspect carefully at purchase; once sold, no returns or exchanges.
IV. Clearly Excluded from Warranty
Human factors:
Unauthorized disassembly, modification or altered vehicles; damage caused by violent impact or non-standard operation.
Improper use:
Failure to use, maintain, or adjust according to the manual; overloading (over 110 kg); climbing slopes greater than 15°; riding in rain, immersion in water; riding on unsuitable surfaces such as uneven, muddy, or slippery roads.
Environment / storage issues:
Prolonged exposure to high temperatures, battery water ingress; damage caused by improper storage or accidents.
Documentation issues:
Missing warranty card or invoice, or mismatched documentation.
V. Other Important Notes
Warranty invalidation:
Any unauthorized disassembly, modification, or alteration will void the warranty, and the manufacturer will not bear any related losses.
Fault handling:
If an internal fault occurs, contact after-sales service. Do not disassemble the product yourself.
How to Apply for Warranty?
Step 1: Capture a photo or short video clearly showing the issue.
Step 2: Email a brief description of the problem along with the photos or videos, your order number, and the platform of purchase to info@elalagroup.com.
Step 3: Our team will assess the issue. If the problem is evident, we will provide a solution promptly.
Step 4: For issues requiring further investigation, we will provide troubleshooting instructions. You’ll need to perform diagnostics as per our guidance and share corresponding photos or videos. Once received, we will offer a resolution.
Step 5: After verifying your order details and delivery address, we will ship the necessary replacement parts.
3. How to apply for warranty
Step 1: Take a picture/short video of your question.
Step 2: Send a short description of the problem, pictures or videos of issue, order number, platform of purchase to info@elalagroup.com
Step 3: We'll diagnose your problem and if it's clear what's wrong, we'll provide a solution.
Step 4: When it comes to issues that can’tbe diagnosed in the first place, we will send you the troubleshooting files, it will need you to detect according to our detection method and provide us with the corresponding videos or pictures, and we will give a solution after receiving the videos or pictures.
Step 5: We will verify your order information and delivery address, and reissue the corresponding accessories to you.
4. Contact US
1)Tell:
+1626 688 3193（English）Hours: 9 AM - 6 PM (GMT+1 Time), Mon - Fri,
2)Email:
Please email us through info@elalagroup.com
We typically reply within 1 business day.
