Warranty Claim Submission | eBike Motor Repair

WARRANTY CLAIM SUBMISSION

We stand behind our work and strive to provide fair, transparent, and professional support when warranty-related concerns arise.

Because e-bike drive systems operate under highly variable real-world riding conditions, every warranty situation requires review, troubleshooting, and inspection before a final determination can be made.

✦ WARRANTY CLAIM PROCESS ✦

All warranty requests require a completed warranty claim form for review.

Once your form is submitted, our team may begin troubleshooting through photos, videos, riding symptoms, installation details, error codes, and prior repair history.

Many situations can actually be resolved through troubleshooting without immediately shipping the motor back.

Because these systems operate under highly variable conditions, some symptoms may involve drivetrain interaction, mounting torsion, rider-load conditions, frame resonance, intermittent electronics behavior, or installation-related variables. These types of conditions may not always fully reproduce during bench testing alone.

If our team determines the situation should be escalated for physical inspection, we may provide a prepaid UPS return label as part of the warranty review process.

Providing a return label does NOT automatically constitute approval of the warranty claim itself.

All warranty claims remain subject to inspection and review after the motor arrives at our facility.

✦ INSPECTION REQUIREMENT ✦

Every warranty claim must undergo inspection before acceptance or denial.

Our team may evaluate original service history, current symptoms, installation variables, environmental exposure, impact damage, signs of misuse or contamination, and possible external contributing factors.

✦ IMPORTANT WARRANTY DISCLOSURE ✦

E-bike drive systems operate under highly variable riding conditions that cannot always be fully reproduced during bench testing alone.

Certain conditions may only fully manifest after installation into the bicycle under real-world rider load conditions.

These conditions may include planetary gear resonance, vibration-related conditions, load-dependent noises, drivetrain harmonics, frame interaction, mounting torsion effects, intermittent electronic behavior, and environmental variables.

While we perform extensive inspection and testing procedures before and after service, some edge-case conditions may only become apparent after real-world operation.

Because of this, warranty review may occasionally involve additional troubleshooting, reinspection, testing, or return evaluation before conclusions can be reached.

✦ WHAT IS NOT COVERED ✦

Warranty coverage generally does not apply to pedal strikes, crash damage, external impacts, water intrusion caused after service, customer tampering or unauthorized disassembly, misuse, neglect, improper installation, customer-supplied hardware or drivetrain components, or compatibility issues outside our supplied components.

Evidence of tampering, contamination, improper installation, or unauthorized repair attempts may void warranty consideration.

✦ CUSTOMER-SUPPLIED ITEMS ✦

Customer-supplied hardware, mounting hardware, drivetrain parts, chainrings, crank arms, pedals, wire harnesses, and accessories left attached to the motor remain the responsibility of the customer.

Ebike Motor Repair is not liable for missing, damaged, improperly installed, improperly torqued, or incompatible customer-supplied components.

✦ PACKAGING INSTRUCTIONS ✦

Use a sturdy box close to 10x10x10 inches whenever possible.

Surround the motor with paper or reused plastic padding and ensure no part of the motor contacts the box walls.

The motor should be suspended and protected on all sides.

No packaging peanuts allowed.

Please clearly write the SAME NAME used on the warranty form both on the outside of the package and inside the package as well.

This step is extremely important for intake processing.

✦ SHIPPING ADDRESS ✦

eBike Motor Repair
C/O Warranty / Return
1110 Hillsboro Rd. Ste 230
Franklin, TN 37064

✦ IF THE WARRANTY CLAIM IS NOT APPROVED ✦

If the claim is not approved, we will communicate findings and available options before proceeding further.

Depending on the situation, available options may include paid repair options, discounted repair consideration, partial refund consideration, salvage purchase offers, return shipping, or alternative recommendations.

Any refund, discount, goodwill consideration, or alternative resolution remains discretionary and case-specific.

✦ RETURN SHIPPING ✦

For approved warranty-related situations, return shipping is generally covered by Ebike Motor Repair.

For non-warranty situations, declined repairs, customer-remorse situations, or non-covered damage, return shipping charges may apply depending on the circumstances.

✦ COMMUNICATION COMMITMENT ✦

We pride ourselves on clear and transparent communication throughout the process.

If your warranty claim proceeds through inspection, we will communicate what we found, what testing was performed, what conclusions were reached, what repairs or recommendations are available, and any relevant information that may help prevent future issues.

✦ QUESTIONS ✦

If you have any questions before submitting your warranty claim, please feel free to contact us.

We are always happy to help guide you through the process.

Issue are you experiencing *

Order Number *

Error Codes *

First Name *

Last Name *

Street Address *

Apartment, suite, etc

City *

State/Province *

ZIP / Postal Code *

Country

Email Address *

Phone *

Checkbox *I understand customer-supplied hardware, drivetrain parts, mounting hardware, and wire harnesses should be removed whenever possible before shipping. Any items left attached are left at the customer’s own risk and eBike Motor Repair is not liable for missing, damaged, or improperly reinstalled customer-supplied components.I understand some conditions may not be fully detectable until the motor is reinstalled in the bike under real-world riding conditions. While most repairs are highly successful, repair outcomes cannot be guaranteed in every case. If issues arise, eBike Motor Repair will work with the customer through troubleshooting, warranty review, and, in rare situations, return or refund consideration.

I agree to the terms and conditions and waiver of liability. *

Terms and conditions:- This is not a commitment to purchase, this is only to begin the service process. Pricing will be provided prior to commencing work on your motor. See our terms of service https://ebikemotorrepair.com/terms-of-service/ SMS By providing your phone number and opting in, you consent to receive SMS text messages from us, including updates and notifications related to your orders or services, as well as marketing promotions, special offers, and other relevant information. The number of messages you receive may vary based on your interactions with our services. Message and data rates may apply, depending on your mobile carrier and plan. You can opt out of SMS messages at any time by replying “STOP” to any text message you receive from us. Once you opt out, you will no longer receive SMS communications but may still receive other forms of communication, such as email. For assistance, you can reply “HELP” or contact us at service@ebikemotorrepair.com. Please note that your consent to receive SMS messages is not a condition of purchasing any goods or services. For more details on how we use your personal data, please refer to our full Privacy Policy.