Warranty:
WARRANTY
Warranty Info
Every Paselec E-bike is covered under our manufacturer’s one year all-inclusive warranty for the original owner against all manufacturing defects. Warranty parts will only be shipped within the continental United States. If you purchased a bike and had it then shipped to another country, parts will only be sent to the country in which the bike was originally sent. Paselec Bikes warrants this product, including all individual components against defects in material or workmanship as follows:
Paselec Limited Warranty
Paselec’s bicycle components(accessories) including forks, stem, handlebar, headset, seat post, saddle, brakes, lights, bottom bracket, crank set, pedals, rims, wheel hub, freewheel, cassette, derailleur, shifter, throttle, controller, wiring harness, LCD display, kickstand, reflectors and hardware are warranted to be free from manufacturer defects in materials and/or workmanship for a 5 months period from the date of original purchase. Wear and tear is not covered under warranty. Five-year warranty for the frame.
Paselec’s lithium ion batteries are warranted to be free from manufacturing defects in materials and/or workmanship for a 2 year period from the date of original purchase. The battery warranty does not include damage from power surges, use of improper charger, improper maintenance or other such misuse, normal wear or water damage.
What Will We Do to Correct Problems with Your Bike?
If a component is deemed to be defective or damaged without user error we will issue a replacement part. We will assist you in replacing any defective part. We will replace any parts deemed to have been damaged during shipping. We will provide the owner a replacement product if the product can not be repaired after a reasonable number of tries as determined by Paselec.
What Will We Not Do?
Paselec will not replace any part without first seeing photos or video of the damaged part. We will not offer warranty service to second owners. We will not replace any part damaged by the user. We will not pay for any third party service or part replacement unless agreed upon prior to the fix. We will not pay for return shipping on any damaged or defective product or component. Paselec will not cover any damage that may occur during shipping if the owner sets up their own shipping option or if the bike is shipped using a freight forwarder or similar service.
Terms of Warranty
This warranty only applies to the original owner of a Paselec bicycle. This warranty is expressly limited to the replacement of defective parts at the sole discretion of Paselec. This warranty does not cover any damage or defects resulting from failure to follow instructions in the owner’s manual, acts of God, accident, misuse, neglect, abuse, commercial use, alterations, modification, improper assembly, wear and tear, installation of parts or accessories not originally intended or compatible with the bicycle as sold, operator error, water damage, extreme riding, stunt riding, or improper follow-up maintenance. Only in extreme cases will an entire replacement bike be issued, in these cases the original bike may have to ship to the Paselec facility for inspection/repairs before a new bike is sent out. If repairs can be made, a new bike will not always be sent. This warranty does not include consumables or normal wear and tear parts (tires, tubes, brake pads, cables and housing, grips, chain, spokes).Paselec will not be liable and/or responsible for any damage, failure or loss caused by any unauthorized service or use of unauthorized parts. Shipping damage must be reported to Paselec within a reasonable amount of time after shipment arrival. In no event shall Paselec be responsible for any direct, indirect or consequential damages, including without limitation, damages for personal injury, property damage, or economic losses, whether based on contract, warranty, negligence, or product liability in connection with their products.
Claims
All claims to this warranty must be made through Paselec. Proof of purchase may be required with any warranty request. Before making a warranty claim, we suggest that you contact our Technical Support team at service@Paselecbike.com as there may be a simple fix for your problem. Valid warranty claims will be processed through Paselec within one year of initial purchase. Warranty claims may be submitted to service@Paselecbike.com.
Shipping Damage Claims
IMMEDIATELY inspect your product(s) for damage. Freight damage claims are extremely time sensitive. We will not accept freight damage claims later than 10 days from receipt of product. Note any damage to your product(s) on the Bill of Lading before you and the driver sign-off on the shipment. Take pictures of any damage that is found, and date the images when possible. Keep all packaging and paperwork until the inspection process is complete. Report damage claims within 10 days of delivery to a Paselec’s customer service representative.
RETURN POLICY
No return after 14 days of receiving.
To be eligible for a return.
The item must be unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it.
Please keep the original packaging, the ebike and the ebike’s outer packaging can not be damaged.
Complete accessories and no smell (including vehicles,power cords, chargers, pedals, manuals, warranty cards, etc.)
Please aware:
If any parts are missing from the returned items (the original packing box is also included), we will charge a fee from the refund as appropriate.
We will offer pre-paid label. Customer pays the shipping fee for the Delivery.
If customer sends the return without consultation with Paselec Service and without the official consent of Paselec Bikes, refund will not be issued and the customer will have to pay shipping to get the item returned, or, sacrifice the item.
If your approved return passes our inspection, you may receive an exchange, store credit, or a refund.
Please give us a heads up after you send your return by email. If possible, please provide a tracking number. After we confirm receipt of your returned items, we will send refund and email notification.
If non returnable items are returned without authorization from our Customer Experience team, they will be returned to the customer immediately and customer will be notified.
Restocking fees may apply to unauthorized returns.
Customer pays 30% of the total price of the order for restocking fee (this is withheld from refund)
Non-returnable items:
Battery
Special orders
Sale items
Gift cards
Gifted order
Refunds, Exchanges, and Store Credits
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return.
If you are approved, then your refund, exchange or store credit will be processed. For refunds, a credit will automatically be applied to your credit card or original method of payment, within 2-5 days. We do offer exchanges within the US, but we don’t offer any exchanges for international orders, however, you can receive a refund or store credit, so you can replace the order for the item you would like in exchange. Exchanges will typically ship the next business day after your return is processed. Returns received Friday-Sunday will ship out Monday. If a store credit is requested, a promo code will be issued to you via email.
Late or missing refunds. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please email us at service@paselecbike.com.
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.
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.
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 and USA consumers is calculated based on the place of residence.
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 RVWorxs products.
These terms of use are subject to change at any time.
Prices and availability of products are subject to change without notice
Shipping
Estimated delivery of products for Canada west is 2-3 days, Canada East 3-7 days, US 3-8 days.
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.
Samsung 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.
Understanding of our customer service
Our highest priority is to provide you the best customer service to bring you more 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 differentiates 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 our electric bikes are hassle free. Our 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.
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 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.
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.
Warranty
All products including ebikes, 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.
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.
Our e-bikes are 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.
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 RVWorxs is based on the warranty terms & conditions of the supplier.
Trouble Shooting, 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, 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, Or e-bikes, 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.
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 turns 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.
Liability Disclaimer
RVWorxs assumes no responsibility beyond quality control of products/components in-house or in manufacturing facilities, supplier selection and final testing before delivery of the products including Li-Ion battery packs, street or non-street products. All customers should fully understand their product and maintenance and safe keeping/use of the products/components. Literature provided on our website and manuals are there for this purpose, yet hazard scenarios might not be limited to those foreseen.
Our responsibility and liability of a defective component or errors and omissions of service is limited to part replacement or fee waiver of repeated service in-case. We will not be liable for any property damage, personal injury, Fire related incidents, loss of use, interruption of business, loss of profits, or other consequential, indirect, incidental, punitive or special damages arising from use, malfunction or due to defective equipment. RVWorxs will not be liable for any accident, misuse, abuse, loss, injury for or by the rider neither a third-party, even if the cause is an e-bike kit power, speed, bad or illegal parameter setting, components defect or malfunction. This applies in all cases however caused, whether for breach of warranty, contract, tort (including negligence), strict liability or other reasons. By purchasing this equipment buyer agrees that, IN NO EVENT WILL RVWorxs BE LIABLE FOR ANY SPECIAL, INDIRECT, INCIDENTAL, OR CONSEQUENTIAL DAMAGES EVEN IF COMPANY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
Customer takes all responsibilities and liabilities on all products including ebikes, e-scooters, conversion kits, batteries, ebike components, brakes, bike mechanical parts and adjustments, electrical wiring, unforeseen occurrences, safety issues, maintenance and services, etc.
E-bike riders must obey all traffic regulations, geographical or age restrictions and is responsible to follow rules and updates for the kind of vehicle using.
Customers are fully responsible for understanding the safety concerns and regulations of keeping, using and transportation of Li-Ion battery packs.
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 RVWorxs to do the upgrades, we will notify if you are exceeding the limits.
RVWorxs may offer non-street legal conversion kits, scooters, ebikes, etc. RVWorxs is not liable for legality of use of products offered in various locations.
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.
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 retailer of ENVO or RVWorxs products.
These terms of use are subject to change at any time.
Prices and availability of products are subject to change without notice