COMPANY COMMUNITY BLOG & NEWS SUPPORT

Support

A. General Terms and Conditions

a. Satisfaction Guarantee

We offer guaranteed satisfaction on all our products and services. We understand your enthusiasm for receiving a perfect product as soon as possible, which is why we provide in-depth free technical sales support to prevent any discrepancy.

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 with you through all ordering or service procedure. We 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 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 as well as respecting our staff and peaceful business atmosphere. We call all your patience and understanding in those occasions.

Our warranty or technical service on our house brand products such as 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 Service

We have a dedicated  Help Center including troubleshooting guide and user’s manual to help customers maintain and fix they system in case of errors or failure. You are required to go through the guides and if the solution is not achieved contact our customer service through our ticketing system, providing all observations for our technicians to help figure out the issue.

Ninety Percent of cases can get to a solution at this stage by knowing the problem even without need for sending any replacement part.

In case the issue is not diagnosed by standard ways; for our hub motor kits, ENVO ebikes, and other house brand products, since the electrical system is a modular and easy access, we would be able to send you replacement parts such as controller to swap and test and return the defective one. You may be required to purchase the parts initially and pay for the shipping costs. You can return the unused parts for full refund later on.

For some systems like Bafang mid-motors, Li-Ion battery packs, Bosch motors, Shimano motors, BionX, Inmotion or Ninebot robot scooters and other sophisticated and non-modular systems if there is no error code or no one to do electrical tests, we will not be able to diagnose or provide a solution remotely and require you to send back the components for test and repair.

Customers require to understand level of technical knowledge or tools they should have to recover their system remotely and safely with our assistance.

If at any stages of the diagnostics or even after parts replacement, it tuns out to be a part intrinsic defect within the warranty criteria; we will refund the cost of purchased component as accepted by warranty validated by head of technical dept.

ENVO DOES NOT OFFER TUNE-UP AND BIKE MECHANICAL SERVICES BEYOND LIMITED INSTALLATION OR REPAIRS OF ELECTRICAL SYSTEM.

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. If you ask Envo to do the upgrades, we will notify if you are exceeding the limits.

Envo may offer non-street legal conversion kits, scooters, ebikes, etc. 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

We are not liable of direct or indirect consequences for typographical or illustrative errors in our website, communications or materials shared. Errors will be corrected where and when discovered. Please help us improve them if you detect any.

This Document is superior to any other general terms and conditions shared on marketplaces and retailers of ENVO products.

These terms of use are subject to change at any time.

Prices and availability of products are subject to change without notice

g. Exclusion

ENVO IS RELEASED AND DISCHARGED OF ANY LIABILITY FOR ANY DAMAGES, INJURIES OR CLAIMS OCCURING AS A RESULT OF USAGE OF THIS RETROFIT EBIKE. OWNER IS RESPONSIBLE FOR MAINTENANCE AND SAFETY OF ALL STRUCTURAL AND MECHANICAL COMPONENTS SUCH AS BRAKES, HEADSET, FORKS, ETC.

 

A. Orders & Delivery

a. Ordering

We are here to help you get the best product match possible. You may get help from our experts to select the right product before commit to order.

Orders may take 1 to 3 business days to be processed.

In case of shortage in any ordered parts that may cause delay, that might be communicated within this time frame.

We accept all major credit cards (VISA, MASTER CARD), Cash, e-transfer, money order, cheque are accepted too, however delivery will be done after money is deposited.

Once you completed a purchase transaction with us, you may not legally request a charge back at any time through your credit card supplier or this will be considered a fraud and will be prosecuted. In-case of any discrepancy or issues on your products, you must take our customers service measures to reach to a solution or get your refund.

Sales tax for Canadian consumers is calculated based on the place of residence.

USA customers do not pay any sales taxes. Normally for orders under $600USD there is no custom duties. Beyond that limit there might be duty charges. You need to update with the latest US custom regulations.

By placing an order via phone, chat, email, online store, in-store, through our dealers or re-sellers or buying second hand you are agreeing to our terms of service.

If you do not agree to these terms and conditions, please do not use this website or do not buy our product and service.

This document is superior to any other general terms and conditions shared on marketplaces and retailer of ENVO or Envo products.

These terms of use are subject to change at any time.

Prices and availability of products are subject to change without notice

b. Shipping

Estimated delivery of products for Canada west is 2-3 days, Canada East 3-7 days, US 3-8 days. For smaller parts, shipping may be expedited for an extra fee.

The shipping charges you pay is approximate and calculated by the system. Actual cost may vary, you will not be charged more or may not be refunded for balance.

In cases where the shipping cost is extraordinarily higher than average territory (more than 50% higher the average cost), we may negotiate a contribution by you or cancel the order for a full refund.  This also applies to free shipping offers and deals.

For small packages we use Canada Post Expedited parcel or similar service.

For larger Items we use Canpar (within Canada) and UPS for US.

Li-Ion batteries and battery included items may be considered dangerous goods and have shipping limitations which may cause higher shipping costs.

Due to shipping size or DG restrictions delivery time may vary for some locations.

Free shipping offers and purchases from other marketplaces follows the same shipping patterns.

In case of a returns, exchange, repair or warranty service of parts or products, we do not assume any responsibility for cost or restrictions of delivery or shipping back to our facilities.

We guarantee delivery of the order to you; however, we are not responsible for delays or un-scheduled deliveries.

In-case items get lost during shipment, you are responsible to help rectify all problems and disputes with the courier.

Make sure you do not accept broken packages, unless you take pictures and sign with the courier agent. In case of damage during shipment, a complete claim application should be filed based on the courier-required paperwork.

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 your local dealers (check our website), or book an appointment with us for an Installation session.

If you choose to do it yourself, with your own responsibility, please make sure you refer to our available online guides (on our website), as this is a safety concern.

d. Warranty

All products including ebikes, conversion kits, E-scooters, etc. as well as components purchased including motor, controller, display, battery, charger, throttle, PAS sensor, brake sensors are covered by 12 months Free warranty unless otherwise specified. You can purchase an extended warranty up to 24 months where offered.

Warranty is to ensure you receive a perfect product which requires intense maintenance service at all time by the user, having all spares, tools and expertise.

Mechanical parts such as chain, brake, tire, gear adjustment or loose screws or connectors is not a warranty claim. Warranty is for intrinsic parts defects.

We do not offer bicycle service and tune up as a part of warranty service.

Warranty supports you if you have an intrinsically defective parts such as a cracked frame weld seam or controller circuit failure; That also to the level of replacement and not including labor or delivery.

Delivery of the defective products or parts for repair or replacement to our service shop is the customer’s responsibility.

Ebike is a vehicle in real working conditions It is always exposed to unwanted impacts, shocks, vibrations, heat and cold, accidents, water penetration, salt splash etc. which may cause damage which mill not be considered a warranty claim.

If there is a defective product or part within the eligibility period, we supply a free replacement part for you. You might be billed for the cost of delivery or installation fee.

If the problem is caused by an accident, wrong or careless installation by the customer, careless actions, wire stretch, bad storage or not following the instruction manual, the customer will pay the cost of the part and replacement. The cause of the failure and warranty eligibility should be verified by the head of our technical dept. If the cause remains un-known, we will do in favor of the customers.

Our warranty terms & conditions applies also to all customers purchasing our products through dealers, 3rd party or second hand.

To claim a warranty, you need to apply through our customer service ticketing system.

In-case a warranty extension is offered for any of our products, you can pay the fees and get covered for the extension through same terms and conditions. You may apply up to 1 day before the regular warranty period expires.

Warranty of the products we resell at Envo is based on the warranty terms & conditions of the supplier.

e. Return and Exchange

Products purchased online or in-store have 10 days right of return. Product shall be unused, undamaged, unscratched, clean in the original package and resell-able to be eligible for a return and refund.

A 5% handling and re-stocking fee will apply to all eligible online order returns.

A 10% handling and re-stocking fee will apply to all eligible in-store tested and purchased products returns.

All parts shall be unused, undamaged, unscratched, clean in the original package and resell-able to be eligible for a return and full refund.

A product which has been used more than 5km is considered used and not eligible for a full refund.

Packing and shipping expenses (including free-shipping deals) as well as any labor or fees involved in the customized order are not refundable.

You will need to communicate the return issue with us through our ticketing system prior to any shipment. Customers are responsible for safe delivery and shipping costs for both directions.

Any customization labor, cost of modified parts as a matter of customer’s request, installation fee, service or tune up fee, delivery or shipping, special parts add-ons purchased from a 3rd party, discount given, handling and re-stocking fees, will be calculated in the refund amount.

If you have received a wrong product or products with missed parts as a matter of a mistake by our fulfillment, you will get the missed components or replacement without any extra charge and we will pay you components return shipping cost. Final invoice is the reference to know who is responsible for the mistaken order or delivery.

Minor inconsistency such as type of connectors, sensors, shape of head light, color of parts or products being different than in pictures, e.g. silver or black motor, rack, battery, etc. this will not be accepted a matter of free exchange claim. Such optional requests will be handled based on stock availability.

In order not to impose dis-satisfaction for those customers whose product are not eligible for return, but for elidable reasons are un-able to use their product and yet require returning, we may offer a reduced-price store credit or refund evaluated by head on tech dept. This may be more helpful for refund of barely used products or those just passed the limits of eligibility. The offered price may vary between 95% to 75% of the retail value of the same product in same condition, determined by our sales manager.

f. Refunds

Refunds will be initiated after products arrived in our warehouse and passed all checks and tests. This process may take 2 days up to 2 weeks in our warehouse depending on work traffic.

Payments will be processed through the same payment method originally purchased through. Please be patient and take all security measures and make sure you are not sharing the credit card info through emails, chat and un-verified phone calls.

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