Warranty Policy

All Eilleo bikes come with a 1-year, comprehensive manufacturer's warranty covering defects in materials or workmanship for the original purchaser.

Warranty Activation and Terms To activate your warranty, please submit your order information on our official website or scan the QR code on the bike frame after receiving your product. The warranty is only valid for the original purchaser and is non-transferable.

Purchases from Non-Eilleo Channels
Bikes purchased through unauthorized channels are not eligible for warranty coverage. Be sure to buy from Eilleo-approved sources to ensure your warranty is valid.

Second-Hand Purchases
If you’ve bought a second-hand Eilleo bike, please provide the original order information for verification. However, if the bike is flagged as stolen in our system, it will not qualify for warranty coverage.

Covered Products

Eilleo Ebike will replace any defective or damaged component (including damage from shipping) under the conditions outlined below, excluding user error. The warranty applies to the following products:

Frame

Eilleo Ebike frames are covered by a 1-year replacement warranty.
This covers the frame replacement only. Labor for transferring parts to the replacement frame is not included. An authorized Eilleo Ebike service representative will determine if the frame qualifies for replacement.

Exclusions for Frame Warranty:

Corrosion
Paint fade, scratches, impact marks
Impact damage
Non-reversible modifications (e.g., drilling or welding)
Chain guard mounted to the frame (if applicable)

Batteries

Eilleo Ebike batteries come with a 1-year prorated warranty.
During the first year, defective batteries will be repaired or replaced at no cost. The warranty period for repaired or replaced batteries remains the same as the original purchase date.
Only Eilleo Ebike can assess the battery for defects.

Battery Warranty Exclusions:

Damage from accidents, misuse, improper storage, abnormal exposure to liquids or chemicals, neglect, or abnormal stress
Damage caused by private modifications
Scratches, dents, and cosmetic damage unless caused by Eilleo Ebike
Products with altered or illegible serial numbers/barcodes
Wear and tear
Damage caused by accessories or parts not approved by Eilleo Ebike
Damage from improper assembly or maintenance
External causes like accidents, fire, flooding, weather, theft, or improper use of electrical sources

Parts & Components

Eilleo Ebike parts are covered by a 1-year limited warranty. (Note: if more than 15 days have passed since receipt, shipping fees will apply for parts replacement during the warranty period.)

Exclusions for Parts & Components Warranty:

Corrosion from exposure to the elements
Damage to the surface finish or aesthetics
Labor for part replacement
Damage from accidents, misuse, improper storage, or exposure to harmful conditions
Scratches, dents, or cosmetic damage not caused by Eilleo Ebike
Altered or illegible serial numbers/barcodes
Damage from unapproved accessories or parts
Improper assembly, maintenance, or repair
Damage from external causes like collision, fire, weather, or theft
Ordinary wear and tear, as assessed by Eilleo Ebike

Services

If you encounter any issues covered by the warranty with your bike, please contact us at support@eilleobike.com with the following details:

Order number/ID
The email and shipping address used when placing the order
Pictures or short videos of the issue, along with a brief description

Parts and Labor

Eilleo may provide both parts and labor for repairs, but in some cases, you may be asked to replace certain parts yourself. Typically, we do not require you to send the defective parts back to us.

Do-It-Yourself (DIY) Parts Service

If Eilleo determines that DIY Parts Service is applicable, we will ship you a replacement part for your product. The replacement will include installation instructions and any necessary return instructions for the replaced part. Eilleo reserves the right to decide whether labor costs related to DIY service will be covered.

Repairs Outside of Warranty

If the issue is not covered by the warranty, you can still purchase replacement parts from us at competitive prices. To buy parts, please contact support@eilleobike.com for further information.

Note

We do not accept bike returns without prior contact. If you experience any issues with your product, please reach out to us at support@eilleobike.com. Our customer support team will be happy to assist you.

Shipping Damage

If a covered component is damaged during shipping, it’s not included under this Limited Warranty. However, Eilleo will replace the damaged component if the following steps are completed:

You notify Eilleo within 15 days of receiving the ebike about any shipping damage to covered components.
You provide a dated photo showing the damaged component.
You document any visible damage on the shipper's Bill of Lading before signing off on the delivery.

Shipping damage claims are time-sensitive, so please inspect your ebike immediately upon receipt.

If you use an independent shipping method (such as a freight forwarder), Eilleo cannot replace any damaged components.

Credit Card Chargebacks

If any ebike purchase is subject to a credit card chargeback while you still possess the bike, this Limited Warranty will be temporarily void until the chargeback issue is resolved.

Claims Process

Eilleo requires photos or videos of any damaged components before authorizing a replacement under this Limited Warranty. To initiate a claim, please follow these steps:

Contact Support: Reach out to the Eilleo Product Support team by visiting eilleobike.com/pages/contact or calling +1 (808) 809-6610.
Identify Solutions: The support team will first explore straightforward solutions to resolve your ebike issue.
Replacement Authorization: If a replacement for a covered component is needed, the support team will provide instructions for returning the defective component and receiving a replacement.
Installation Assistance: Once you receive the replacement component, the support team can help guide you through the installation on your ebike.

Note: Shipping costs for returning a covered component are typically the responsibility of the customer unless otherwise agreed upon in writing by Eilleo. Replacements will be sent only to the address of the original purchaser.

The remedies provided above are the sole and exclusive recourse under this Limited Warranty, and Eilleo’s total liability for any breach of warranty shall not exceed the original purchase price of the ebike. Eilleo shall not be held responsible for any incidental, consequential, special, or punitive damages, whether direct or indirect.

Certain states may not permit exclusions or limitations on incidental or consequential damages, so the above limitations may not apply to all customers.

This Limited Warranty grants you specific legal rights, with additional rights that vary by state. To the maximum extent allowed by law, Eilleo disclaims any implied warranties, including merchantability and fitness for a particular purpose, limited to the duration of this express warranty.

Some states do not allow limits on implied warranty duration, so these limitations may not apply in all cases.

If you have any questions, feel free to reach out to us: