Please contact Zoom Electric Bikes at info@zoomelectricbikes.com if you have any issues with your product and we will assist you in filing a warranty claim with the manufacturer.
Zoom Electric Bikes honors the full manufacturer warranty provided by Rattan below. Please see the information below for Rattan's specific warranty policy for your item.
Rattan Electric Bike Warranty
At Rattan, we provide up to 1 years warranty for our bikes. In general, we will cover most problems of the system and defects from the factory.
Please refer to the following table for the warranty for specific parts.
The following parts are covered by our 1-Year Warranty
Parts
Name |
Warranty Period |
Example Problems |
Notes |
Suspension Fork
Handlebar |
1 Year |
1. Natural sealing off.
2. Fracture key parts crack.
3.Fork fracture. |
Any damages caused by misuse are not covered under the warranty |
Motor |
1 Year |
1.Internal gear break.
2.Bearing broken.
3.The wheel hub shell cracking.
4.Coil burned.
5.Magnets off.
6.clamping stagnation or have serious noise, not the normal operation |
Any damages caused by misuse are not covered under the warranty |
Charger |
1 Year |
Not be charged |
Problems occurred after unauthorized modification will not be covered |
Controller |
1 Year |
1.Short circuit or open circuit.
2.Burnout.
3.Coaster related protection function failure. |
Problems occurred after unauthorized modification will not be covered |
Battery |
1 Year |
Not working |
Problems occurred after unauthorized modification will not be covered |
Display |
1 Year |
Not working, no display |
Problems occurred after unauthorized modification will not be covered |
| Frame |
1 Year |
Rust, damage |
Problems occurred after unauthorized modification will not be covered |
The following parts are covered by our 1-Year Warranty
Parts
Name |
Warranty Period |
Example Problems |
Notes |
Switch |
1 year |
Not work |
Any damages caused by misuse are not covered under the warranty |
Crank |
1 year |
Not work |
Expansion Brake |
1 year |
Not work |
Throttle |
1 year |
Not work |
Front and Middle Axle |
1 year |
Quality problem |
Rim. Hub |
1 year |
Bending, breaking |
Exceptions
The warranty will be automatically expired if any unauthorized modification occurs. During the service ordering process, you must notify us of any unauthorized modifications, or any repairs or replacements not performed by Yamee/Rattan, that have been made to your product. We will not be responsible for any damage to the product that occurs during the repair process that is a result of any unauthorized modifications or repairs or replacements not performed by Yamee/Rattan.
The warranty will NOT cover the problems caused by any of the following causes.
- Any misuse of the product, such as using the bike for commercial/rental uses, play dangerous act, etc., riding the bike on the abnormal road conditions
- Any unauthorized modification to the product, such as disassemble the bike without direction by Rattan/Yamee, faulty installation, repair, or maintenance by anyone other than Rattan/Yamee,
- The product has been in any accidents, such as traffic accidents
- The product has been in extreme environment (including extreme temperature or humidity), extreme physical or electrical stress or interference, fluctuation or surges of electrical power, lightning, static electricity, fire, acts of God or other external causes
- Anti-rust layer damage caused by misuse (the damage of anti-rust layer can lead to the corrosion and fracture of the parts).
Services
If you notice any problems under the warranty with your bike, please contact us at info@rattanebike.com with the Following Information:
- Platform of the purchase, such as Amazon, Brand Store, etc. (If purchased on Amazon, Please also include the seller name on your order)
- Order number/ID
- The email and shipping address you used when placed order
- Pictures/Short videos of the problems and a brief description of the problems
Parts and Labor. Rattan/Yamee may provide both parts and labor, but may direct that you replace certain readily installable parts yourself, as described below. In most cases, we do not require you send the defective parts back to us. If applicable law requires Rattan to return a replaced item to you, you agree to pay Rattan/Yamee the retail cost of the replacement item and shipping.
Do-It-Yourself (DIY) Parts Service. DIY Parts Service allows you to service your own product. If Rattan/Yamee determines that DIY Parts Service is available to you, Rattan/Yamee will ship to you a replacement part for your product. The replacement part will be accompanied by instructions on installation and any requirements for the return of the replaced part. Rattan/Yamee reserves the right to decide if the labor costs relating to DIY Parts Service will be covered or not.
For any repair outside the Warranty. Even if your problems are not covered by the Warranty, you can purchase the replacement parts from us. As the manufacturer, we offer competitive prices for the parts of our bikes. To purchase replacement parts from us, please contact us at info@rattanebike.com for further information.
*Note, we DO NOT accept return of the bike. If you have any problems with the product, please contact us at info@rattanebike.com. Our dedicated customer support will be more than happy to assisting you.
Returns
Returning of malfunctioning bikes within 14 days of receipt. Rattan offer FREE return and exchange for malfunctioning bikes within 14 days of receipt.
Returning of New and Unused bikes within 14 days of receipt. Rattan allow you to return any ebikes in condition* within 14 days of receipt for a full refund with no restocking fee and less shipping cost. Customers will be responsible for paying for their own shipping costs for returning their ebikes. Shipping costs are non-refundable.
Return that we DO NOT accept:
-
Return of used bikes with no quality problem.
-
Return of accessories and replacement parts.
-
Return outside 14-days window.
-
Return without proof of purchase through official channels.
-
Return with any damage is caused by human.
- If non-returnable items are returned without authorization from our customer service team, they will be returned to the customer immediately and the customer will be notified. Restocking fees may apply to unauthorized returns.
*Condition of Returning bikes without quality problem
-
The mileage on the LCD screen of the ebike must be less than 10 miles, there should be no wear, dirt, scratches, fragrance, or any other signs of use.
-
All items received by the customer must be included in the original packagingand in the same condition because they were sent by Rattan.
-
Before a return is sent, the customer must have written approval of said return from Rattan. If a customer sends a return without the written consent of Rattan, a refund will not be issued and the customer will have to pay for shipping to get the item returned, or sacrifice the item.
Returning Cost
The shipping cost of returning service will be borne by customers if the ebike has no quality problem.
- $150 will be charged as the delivery fees and Rattan will provide shipping labels.
- Ships the ebike back to Rattan's warehouse on your own.
Note that: We cannot guarantee that we will receive the item you are attempting to return.
Return Process
*Rattan is not responsible for the shipping cost of the package returned by the customers themselves.
