SPLACH Warranty

FAQ

 

What's the warranty policy for SPLACH e-scooters/e-bikes and how long is the period for different parts?
  1. In case you receive a product with a defect or damage, please report the issue to SPLACH within 7 days of delivery so as to apply for after-sales service in time. Defect issue reported after 7 days of delivery will be regarded as personal damage while in your possession due to mishandling.
  2. The warranty period is 12 months from the original ship date.
  3. Warranty claims must be submitted within the applicable warranty period. Claims submitted after the warranty period expires are not covered.
  4. The warranty components of e-scooters cover accelerator, card reader, charger, controller, lithium battery, framework, motor. The warranty components of e-bikes cover accelerator, charger, controller, motor, lithium battery, framework.
  5. The product must be purchased directly from the website. PURCHASER must be able to provide electronic proof of purchase by means of order number, email address or name used at time of original purchase. If you purchased it from one of our partners/agents, your warranty is registered with them.
  6. Warranty doesn’t apply to weather-related water damage. The owner is responsible for storage and protection from the weather.
  7. This Limited 12-Month Warranty does not cover minor surface blemishes, rips, tears, scratches, flat tires or other cosmetic damages due to normal use, or other intentional or unintentional damage to the product.
  8. It does not cover issues caused by damage due to mishandling, storage, accident, impact, abuse, dangerous play, misuse and any form of personal negligence. Refer to the user manual enclosed within the product package for specific product warranty information. All free accessories are not covered under the warranty.
  9. This Limited 12-Month Warranty will not cover any damage which results from the application of improper cleaners, solvents or chemicals to the product, water damage, smoke or soot, or from exposure to saltwater, sea breeze or salt.
  10. This Limited 12-Month Warranty will not cover any damage which results from ageing, such as fading of paint, deterioration of plated surfaces, rubber or plastics, or rusting and capacity drain of battery.
  11. This Limited Warranty does not cover labor fees, shipping fees, transportation costs, or any other third-party service costs unless otherwise approved by SPLACH in writing.
  12. Items on sale or any discounted products with "Warehouse Clearance/Special Sale/Discount" stated anywhere on the respective product page itself is NOT covered under this limited warranty.
  13. If your e-scooter or e-bike experiences any damages due to part quality issues, SPLACH will send the proper replacement part for repair along with the guide to safely replace the part in question. Upon an approved warranty claim, in the event that you do not know how or do not have the time to conduct repairs on the product, SPLACH can arrange repair services for you at no additional charges. However, the customer is responsible for any incurred cost due to shipping, uncovered part replacements and other 3rd party costs. The customer can choose to deliver the product to the repair facility by themselves to avoid any incurred shipping fees.
  14. According to warranty policy, customer would have to pay for repairs once the warranty expires.

 

If the parts are broken/damaged by personal human errors, who's supposed to cover the repair and shipping costs?
If the parts are broken/damaged by human errors, the owner of the scooter is supposed to pay for the repair and shipping costs. Products not directly purchased from the original company (SPLACH) will not be covered under warranty.

 

How do I apply for repair?
Please contact us via support@splach.bike and complete the following information for the repair application. order number, commodity item, first name, surname, phone number, shipping address, e-mail address, problem statement, supporting evidence (photos and videos). Our technician will check the issue on working days and get back to you in 2-3 business days. SPLACH may be unable to proceed with warranty assessment without clear photos or videos showing the reported issue. If the problem is caused by improper operation, we'll provide instructions/videos. If the problem is due to the out-of-order component, we'll supply the part for replacement. Products not directly purchased from the original company (SPLACH) will not be covered under warranty.

 

Record and Keep Your Serial Number

 

Before your first ride, please record your e-scooter or e-bike serial number. We highly recommend photographing it or keeping a written record. The serial number is essential for warranty and service-related issues. SPLACH does not maintain ownership records for individual scooters or e-bikes, so your own record may be needed if your product is lost or stolen, and may also help with any police investigation or insurance claim.

 

Requirements for Limited Warranty to Apply

 

  1. The original proof of purchase from SPLACH.
  2. The person seeking warranty coverage is the first owner of the scooter (The warranty is not transferable).
  3. Photos or videos of damaged product are required.
  4. The product was used in accordance with its intended purpose and proper maintenance. The serial# on the underside of the deck has to be provided for us to make a record. Without the serial# info, we'll not be able to proceed with warranty service. 
  5. The electronics including connectors and cables have not been modified or repaired. 
  6. SPLACH reserves the right to inspect and determine the cause of any reported issue before approving warranty coverage.

 

Repairs or Maintenance Not Included Under Warranty

 

  1. Consumable and wear parts, including but not limited to tires, inner tubes, brake pads, brake discs, grips, bearings, bushings, fenders, lights, screws, bolts, nuts, kickstands, and cosmetic components subject to normal wear and tear. Tire punctures, cuts, or damage caused by road hazards, sharp objects, debris, nails, or normal use are not covered.
  2. Screws are not covered under warranty. Electric scooters are like bikes in terms of maintenance. It is the rider's responsibility to tighten the usual bolts and nuts from time to time. Screws missing or damaged within the 12-month period of time are not under warranty.
  3. Damage caused by collision, crash, impact, jumping, stunt riding, racing, improper riding, overloading, abuse, misuse, negligence, or operation in unsafe conditions.
  4. Damage caused by exceeding the maximum rider weight specified for the product.
  5. Damage resulting from water immersion, flooding, heavy rain exposure, saltwater exposure, corrosion, rust, environmental contamination, or improper storage.
  6. Battery damage caused by improper charging, improper storage, complete discharge, water exposure, physical damage, or failure to follow battery maintenance instructions.
  7. Damage caused by unauthorized modification, alteration of electrical systems, controller replacement, wiring modification, firmware modification, installation of non-original parts, or repairs performed by unauthorized personnel.
  8. Damage resulting from failure to inspect, maintain, tighten, adjust, or replace worn components in a timely manner.
  9. Damage, deterioration, cracking, deformation, corrosion, structural weakening, or failure resulting from normal wear, ageing, environmental exposure, material degradation, or metal fatigue over time.
  10. This Limited Warranty does not apply to products used for commercial, rental, delivery, fleet, sharing, or other high-intensity business purposes. Excessive mileage, including but not limited to total mileage exceeding 5,400 miles within 180 days or 10,800 miles within 360 days, may indicate usage beyond a reasonable and proper range and may affect warranty eligibility.
  11. Damage caused during transportation, shipping, relocation, or freight handling after delivery.
  12. Products not purchased directly from SPLACH or authorized SPLACH dealers, or products used outside supported service regions.

 

Product Inspection, Service Life & Structural Components

 

Owners are responsible for periodically inspecting all safety-critical and load-bearing components, including but not limited to the stem and steering assembly, folding mechanism and locking system, frame and weld joints, handlebars, suspension components, wheel assemblies, axles, and brake system.

If any signs of cracking, deformation, corrosion, excessive play, looseness, abnormal noise, impact damage, or structural deterioration are observed, the product must be removed from service immediately until properly inspected and repaired.

If any safety-critical component, including the stem, folding mechanism, frame, handlebar, wheel assembly, or braking system, shows signs of looseness, cracking, deformation, corrosion, abnormal noise, or failure to function properly, the product must be stopped from use immediately. Continued use under such conditions may result in serious injury or property damage.

SPLACH strongly recommends a comprehensive safety inspection after three (3) years of use, after reaching 6,000 miles / 10,000 km of total mileage, or after any major impact or accident, whichever comes first.

As products age, the likelihood of wear-related failures increases.

Damage, failure, loss, or injury resulting from normal ageing, wear, corrosion, material degradation, metal fatigue, lack of inspection, failure to replace worn components, misuse, impact damage, modification, or continued use of the product with worn, damaged, deteriorated, overdue, or improperly maintained components is not covered under this warranty.

After the 12-month Limited Warranty period expires, all inspection, maintenance, repair, and replacement of worn or aged structural components are the owner's responsibility. SPLACH is not responsible for damage, failure, loss, or injury resulting from ageing, wear, corrosion, material fatigue, structural deterioration, lack of inspection, or continued use of aged or worn components.

Product lifespan varies significantly depending on usage and maintenance conditions. No specific service life can be guaranteed for any individual scooter or component.

This Limited Warranty covers product defects only and does not cover personal injury, medical expenses, property damage, loss of use, loss of income, or other incidental or consequential damages.

Processing Warranty Claims

 

  1. The first step to initiate your warranty is to please contact our after-sales service team at support@splach.bike.
  2. In many cases, SPLACH will send the repair part necessary for your particular case. We will provide you a detailed video or guide to assist with your repair needs so you can safely make a repair on your own.
  3. If you are in a location where we have our partnered SPLACH e-scooter service centers, you can also send your scooter to them for repair.
  4. If, after inspection, the issue is determined to be outside warranty coverage, the customer will be responsible for all repair costs, replacement parts, labor, shipping, and other related charges.