Warranty Policy
All GONEOBIKE products are covered by our manufacturer’s 1-year all-inclusive warranty, which protects the original owner against all manufacturing defects.
WARRANTY PERIOD AND TARGET AUDIENCE TERMS
The warranty is automatically registered when the initial purchaser places an order through the online store. As such, the warranty is exclusive to the INITIAL PURCHASER, and the 1-year warranty period commences on the date the initial owner receives the e-bike.
Regarding warranty transfer, the transferee of the e-bike may only enjoy the warranty if both of the following conditions are met simultaneously:
1. The 1-year warranty period has not expired since the initial owner received the e-bike;
2. You can provide the initial owner’s name and the original order number.
All GONEO e-bikes come with a 1-year warranty from the date of receipt, covering manufacturing defects in materials and/or workmanship (all free accessories are not included in this coverage).
GONEOBIKE will assist in replacing any part that is defective or damaged due to issues in materials and/or workmanship (including damage incurred during shipping).
GONEOBIKE retains the sole discretion to determine whether damage or defects to an e-bike or its covered components fall under this limited warranty.
If you believe your GONEO e-bike has a warranty-related issue, your first point of contact should be the official website or online retailer where you purchased the bike. Any warranty request requires proof of purchase and photos or videos of the damaged product. Before submitting a warranty claim, we recommend contacting us at service@goneobike.com, as we may have a tailored solution for your specific issue. Valid warranty claims will be processed by GONEO within 1 year from the date of the original retail purchase.
GONEO will not ship any replacement parts to the customer without first verifying photos or videos of the damaged product. The customer must provide such evidence via email.
In rare cases, products may be damaged during shipping. If shipping damage occurs, please contact service@goneobike.com.com and provide photos or videos of the damage.
Free accessories are not eligible for replacement or compensation if they sustain scratches during transportation.
NOTICE: We only accept shipping damage claims within seven (7) days of your receipt of the e-bike.
GONEOBIKE frames are covered by a 1-year warranty from the date of original retail purchase. A defective frame will be replaced with a new one under the limited warranty, but labor costs for frame replacement are not covered.
GONEO reserves the right to use scratch-and-dent inventory when replacing a frame under this warranty. At GONEO’s discretion, the defective frame may be replaced with the same model or the most comparable alternative available.
Frame issues not covered under this warranty include, but are not limited to:
• Corrosion;
• Paint fading, scratches, or impact marks;
• Impact damage;
• Non-reversible modifications (e.g., drilling, welding);
• Chainguard mounts attached to the frame (if applicable).
GONEO batteries are covered by a 1-year limited warranty.
During the 1-year warranty period: A defective battery will be repaired or replaced at no cost to the customer. The warranty period for a repaired or replaced battery remains unchanged and is based on the original purchase date.
No cash reimbursement will be provided for defective batteries.
GONEO retains the sole discretion to assess whether a battery is defective.
Original GONEO parts and components are covered by a 1-year limited warranty. Damage to parts caused by human error or misuse is not covered.
The e-bike owner is responsible for the shipping costs of any warranty replacement parts.
EXCLUSIONS FROM WARRANTY COVERAGE
This limited warranty does not cover the following:
1. Defects or damage resulting from accident, abuse, misuse, abnormal use (including but not limited to stunt riding, racing, or other activities inconsistent with the product’s intended use), improper storage, abnormal exposure to liquids, chemicals, moisture, abrasives, sand, dirt, neglect, or abnormal physical, electrical, or electromechanical stress;
2. Scratches, dents, and cosmetic damage, unless caused directly by GONEO;
3. Products with a serial number or barcode that has been removed, defaced, damaged, altered, or made illegible;
4. Ordinary wear and tear;
5. Defects or damage caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by GONEO;
6. Defects or damage resulting from assembly, testing, operation, maintenance, installation, service, repair, or adjustment that deviates from the Assembly Instructions & Owners Manual;
7. Defects or damage caused by external factors such as collision, fire, flooding, windstorm, lightning, earthquake, exposure to extreme weather conditions, theft, blown fuses, or improper use of any electrical source;
8. Products used or purchased outside the United States or Canada;
9. For batteries specifically, additional exclusions apply:
a. Damage caused by charging with a battery charger not intended or suitable for use with the battery, or improper use of a battery charger;
b. Batteries with broken seals or evidence of tampering;
c. Batteries used in equipment other than the intended e-bike.
10. For parts & components specifically, additional exclusions apply:
a. Damage resulting from normal wear and tear (not caused by defects in workmanship or materials). Wear and tear will be assessed by GONEO. Parts not covered include, but are not limited to:
▪ Brake Pads
▪ Rotors
▪ Spokes
▪ Tires/Tubes
▪ Chains
▪ Chain Rings
▪ Cassette
▪ Crankset
▪ Corrosion on electrical components
▪ Damage or deterioration of the product’s surface finish, appearance, or aesthetic condition
b. Labor charges for part replacement;
c. Defects or damage resulting from accident, abuse, misuse, abnormal use (including but not limited to stunt riding, racing, or other activities inconsistent with the product’s intended use), improper storage, improper exposure to liquids, chemicals, moisture, abrasives, sand, dirt, neglect, or abnormal physical, electrical, or electromechanical stress;
d. Scratches, dents, and cosmetic damage not caused by GONEO;
e. Products with a serial number or barcode that has been removed, defaced, damaged, altered, or made illegible;
f. Defects or damage caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by GONEO;
g. Defects or damage resulting from improper assembly, testing, operation, maintenance, installation, service, repair, or adjustment that deviates from the Assembly Instructions & Owners Manual;
h. Defects or damage caused by external factors such as collision, fire, flooding, windstorm, lightning, earthquake, exposure to extreme weather conditions, theft, blown fuses, or improper use of any electrical source;