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Return & Refund Policy

  • Acceptance time for return and exchange:7-10days
  • Logistics costs for return and exchange:free for the customer
  • Warranty:Conditions for return and exchange

The main parts of the warranty provisions

 

Component

Warranty period

Depreciation rate /day

Performance failure

Remark

Front fork handle bar

1year

0.2%

v Natural sealing off.

v Fracture key parts crack..

Except damaged caused by riders 

Motor

1year

0.2%

v Internal gear break.

v Bearing broken.

v The wheel hub shell cracking.

v Coil burned.

v Magnets off.

v Clamping stagnation or have strange noise

Except damaged caused by rider

charger

1year

0.3%

v Doesn`t work

Disassemble personally will not be replaced.

controller

1year

0.3%

v Short circuit or open circuit.

v Burnout.

v Mousse tube damaged

Disassemble personally will not be replaced.

Battery

1year

0.3%

v Not working

Disassemble personally will not be replaced.

Display

1year

0.2%

v Not working

Disassemble personally will not be replaced.


 

  • Common Part Warranty

 

 

Component

 

Warranty period

 

Depreciation rate/day

 

Performance failure

 

Remark

Switch

1year

0.1%

Not work

Except damaged caused by rider

Freewheel/chain

1year

0.1%

Skid, fracture freewheel stagnation

Crank

1year

0.1%

Not work

Expansion brake

1year

0.1%

Not work

Throttle

1year

0.1%

Not work

Front and middle axle

1year

0.1%

Quality problem

Rim. Hub

1year

0.1%

Bending, breaking


 

  • Other Parts Warranty

 

  • Stem, seat post, pedal, kickstand, disc brake, for quality problems or electricplating damages, fracture, large area of blister can be replaced in six months (except for artificial damage)
  • Saddle, luggage carrier, seat post clamp, spoke and fender for quality problems canbe replaced in six months.
  • Inner tubewith leakage will be replaced in one month. The outer tire will  be replaced in three months if it breaks naturally.

 

The warranty will be automatically expired if any unauthorized modification occurs. During the service ordering process, you must notify us of any unauthorized modifications, or any repairs or replacements not performed by Rattan, that have been made to your product. We will not be responsible for any damage to the product that occurs during the repair process that is a result of any unauthorized modifications or repairs or replacements not performed by Rattan.

 

 

 

 

 

 

 

 

 

 

 

  • The warranty will NOT cover the problems caused by any of the following causes. 

 

  1. Any misuse of the product, such as using the bike for commercial/rental uses, play dangerous act, etc., riding the bike on the abnormal road conditions
  2. Any unauthorized modification to the product, such as disassemble the bike without direction by Rattan, faulty installation, repair, or maintenance by anyone other than Rattan.
  3. The product has been in any accidents, such as traffic accidents
  4. The product has been in extreme environment (including extreme temperature or humidity), extreme physical or electrical stress or interference, fluctuation or surges of electrical power, lightning, static electricity, fire, acts of God or other external causes 
  5. Anti-rust layer damage caused by misuse (the damage of anti-rust layer can lead to the corrosion and fracture of the parts).

 

  • Services

 

If you notice any problems under the warranty with your bike, please contact us at info@rattanebike.com with the Following Information:

  1. Platform of the purchase, such as Amazon, Brand Store, etc. (If purchased on Amazon, Please also include the seller name on your order)
  2. Order number/ID
  3. The email and shipping address you used when placed order
  4. Pictures/Short videos of the problems and a brief description of the problems

 

  • Parts and Labor.

 

Rattan may provide both parts and labor, but may  direct that you replace certain readily installable parts yourself, as described below. In most cases, we do not require you send the defective parts back to us. If applicable law requires Rattan to return a replaced item to you, you agree to pay Rattan the retail cost of the replacement item and shipping.

 

  • Do-It-Yourself (DIY) Parts Service.

 

DIY Parts Service allows you to service your own product. If Rattan determines that DIY Parts Service is available to you, Rattan will ship to you a replacement part for your product. The replacement part will be accompanied by instructions on installation and any requirements for the return of the replaced part. Rattan reserves the right to decide if the labor costs relating to DIY Parts Service will be covered or not.

 

  • For any repair outside the Warranty.

 

Even if your problems are not covered by the Warranty, you can purchase the replacement parts from us. As the manufacturer, we offer competitive prices for the parts of our bikes. To purchase replacement parts from us, please contact us at info@rattanebike.com for further information.

 

 

 

*Note: 

We DO NOT accept return of the bike except any unsolvable quality problem and we don’t accept return of the bike for personal reason.

If you have any problems with the product, please contact us at info@rattanebike.com. Our dedicated customer support will be more than happy to assisting you.