a. Satisfaction Guarantee
b. Understanding of our customer service
Our highest priority is to provide you the best customer service to earn your trust and eagerness towards using the new and green technologies in personal transportation. Our customer service is not passive; we will be engaged and may have in depth conversation with our client about their requirement or problems which differentiate us from common “No-Question” customer service model offered by Amazon or department stores. We are real hardworking people who try to bring great products and services to you that no one else does. You might lose some functionality of your transportation in the middle of no-where in the cold or wet. You might be caught by a time-consuming technical challenge or have to troubleshoot because of an electric failure. You may require providing some technical information to resolve an after-sales service issue that is beyond your expertise. It might all be frustrating, and we understand that. No one can guarantee your product won’t fail. We mind your final satisfaction at the end of the journey and expect that you respect our staff and help us operate in peaceful business atmosphere. We call on all your patience and understanding in those occasions. Our warranty or technical service on ENVO electric bikes and conversion kits are hassle free. ENVO products have proven less than 0.5% motor defects, less than 1.3% Battery defects, less than 2% controller defect which makes our warranty a no question deal; yet we need to understand the roots to optimize our products.
c. Troubleshooting, Repairs, and Technical ServiceWe have a dedicated Help Center including troubleshooting guide, service videos, and user’s manual to help customers maintain and fix their products in case of errors or failure. You are required to go through the guides and if you cannot find what you are looking for contact our customer service through our ticketing system, providing all observations for our technicians to help diagnose the issue. In our experience, ninety percent of the tickets are resolved through remote assistance. In case the issue is not diagnosed remotely, you can take the product to the authorized ENVO dealer in your area, and they would be able to advise you on the next steps. In some cases, we may request the faulty part to be sent back to us for analysis.
d. Street Legality
Where an electric bike or conversion kit is defined as Street legal, it means the electric bike or trike is considered street legal under Canadian and US Federal Electric Bike Regulations. Those products are viewed as bicycles, not motorized vehicles without need of insurance license plate or drivers’ license. It is important for you to check your province/ state, county, and local laws to ensure that you are riding legally and safely. Please note Street Legal does not mean you can ride your electric bike or trike on any bicycle pathways; parks and trails may have their restrictions against use of electric assist bikes. There might be options such as throttle or its activation mechanism which has a different legal definition in different territories. We normally have provided controller settings or options to adapt those specs. By modifying electric bikes or conversion kits settings, upgrading components capacity such as controller or motor, the product might lose its street legality no matter who does the modification.. ENVO may offer non-street legal conversion kits, scooters, e-bikes, etc. with a disclaimer but in this case ENVO is not liable for legality of use of products offered in various locations.
e. User Submitted Content
By sharing a thought, customer review, picture, video, testimonial, technical issue, or service ticket you grant us, and anyone authorized by us, a claim and royalty-free permission to use or share those content where and the way we find it useful.
f. Errors on Website or shared materials
ENVO IS RELEASED AND DISCHARGED OF ANY LIABILITY FOR ANY DAMAGES, INJURIES OR CLAIMS OCCURING AS A RESULT OF USAGE ENVO PRODUCTS. OWNER IS RESPONSIBLE FOR MAINTENANCE AND SAFETY OF ALL COMPONENTS SUCH AS BRAKES, HEADSET, FORKS, ETC.
c. Installation and Assembly
Products listed in your order need to be installed professionally, as they require fine-tuning and adjustment after installation. It is highly recommended to get help from an experienced mechanic, refer to ENVO authorized dealers on our website. If you choose to do it yourself, with your own responsibility, please make sure you refer to our available online guides (Installation instructions and assembly videos), as this is a safety concern.
All ENVO products including eBikes, Conversion Kits, eScooters, etc. as well as components including motor, controller, display, battery, charger, throttle, PAS sensor, brake sensors are covered by 24 months free warranty unless otherwise specified. Extended warranty?
Warranty covers manufacturing and parts defect. In case of any defect ENVO will:
- Repair the defect at no charge.
- Provide same or compatible part of comparable performance as replacement.
- Offer store credit.
- Proof of purchase
- Bike and/or Battery Serial Number
- Supporting evidence of defect such as pictures/videos
Please note the warranty is offered to original purchaser only and is not transferable.
Warranty Does not cover
- Normal wear and tear on consumable parts (Tires, tubes, brake pads, rotors, chain, cassette, spokes, grips, seat, etc.)
- Parts damaged due to neglect (rusting or lack of maintenance).
- Accident, misuse, improper storage, abnormal usage (stunts, mountain biking), improper installation or assembly
- Labour charges
- Warranty is void if ebike is used for rental or bike sharing program or in case of unauthorized modification and disassembly.
- Bicycle service and tune up.
To claim a warranty please contact an authorized ENVO dealer in your area, if there are no dealers close to your location you can contact ENVO customer support for assistance through our ticketing service.