Warranty Zen

ZEN ELECTRIC BIKES INC. WARRANTY TERMS

This Limited Warranty (“Warranty”) is issued by Zen Electric Bikes Inc. ("Zen"). It applies to the products listed below purchased in the U.S. or Canada (the “Product(s)”) and is provided at no extra charge. Your rights under this Warranty are in addition to and separate from your legal rights as a purchaser of the Product, which may vary by state in the United States. This Warranty does not affect these rights.

Important Information

Before your first ride, please read the manual(s) provided with each Product. They contain important safety information and guidelines about assembly, use, and maintenance. We also recommend registering your Zen bicycle upon purchase at [registration URL]. While registration is not required to take advantage of this Warranty, it will allow Zen to provide you with better service in the future.

Determining whether damage or defect to an e-bike or covered component is protected by this limited warranty shall be in the sole discretion of Zen.

Warranty Coverage

Zen warrants the Products for a limited time from the date of original retail purchase against defects in materials and workmanship when used normally in accordance with Zen’s published guidelines. These guidelines include, but are not limited to, information contained in technical specifications, user manuals, and service communications. “Original retail purchase” means the Product was purchased new for the first time from an Authorized Zen Dealer or directly from Zen. Partial warranty coverage can be transferred to subsequent owners, as detailed below.

Products Covered

• 1. Zen-Branded Frames and Framesets: Zen warrants the lifetime structural integrity of the frame or frameset. This does not include paint and graphics. "Frameset" means a Zen-branded frame. Suspension forks and suspension parts are excluded.
• * Lifetime Warranty Registration: Provided you register your bicycle with Zen within thirty (30) days from the date of original retail purchase, Zen will warrant the structural integrity of the frame or frameset for as long as the original retail purchaser owns the product. Visit [registration URL] for registration. THIS URL /REGISTRATION DATABASE FORM NEEDS TO BE CREATED
• 2. Zen-Branded Components, Equipment, and Paint and Graphics: 2-year Warranty from the date of original retail purchase. This includes parts such as motors and other drive system components on electric bicycles. 1 year Warranty on Paint and Graphics
• 3. Zen-Branded Batteries: 2-3 year Warranty (depending on the bike model) from the date of original retail purchase. The batteries are designed to retain up to 75% of their original capacity during that time.
• 4. Zen-Branded Accessories and Items Not Otherwise Specifically Covered: 6 Month Warranty from the date of original retail purchase.

Subsequent Owners

If you are a subsequent owner (not the original retail purchaser), the following applies:

• 1. Zen-Branded Frames and Framesets: 2-year Warranty from the date of original retail purchase, 1 year for paint and graphics, components, and equipment. This includes parts such as motors and other drive system components on electric bicycles.
• 2. Zen-Branded Batteries: 2-3 year Warranty (depending on the bike model) from the date of original retail purchase. The batteries are designed to retain up to 75% of their original capacity during that time.
• 3. Zen-Branded Accessories and Items Not Otherwise Specifically Covered: 6 Month Warranty from the date of original retail purchase.

Third-Party Components

There may be an applicable warranty from the third-party manufacturer for non-Zen components, such as drivetrain, brakes, motors, displays or suspension parts. For Warranty information on third-party components, please visit the manufacturer’s website or contact Zen team, Third-party components are not covered by this Warranty.

Warranty Labor

You will not be charged for labor incurred in processing Warranty claims for one year from the original retail purchase date.

Terms of Warranty

To take advantage of this Warranty, a dated proof of original retail purchase must be presented to Zen. This applies whether you are the original retail purchaser or a subsequent owner. Zen reserves the right to limit warranty service to the country where the Product was purchased. During the Warranty period, Zen will either repair the Product or, at Zen’s option, replace it with the same or most similar Product available. The Product must be returned to Zen before the replacement is provided unless otherwise agreed by Zen in writing. Shipping costs to Zen or receiving any replacement product incurred in processing the Warranty will not be charged to you.

Items Not Covered

This Warranty is void under the following circumstances and does not apply to damage caused by:

• 1. Improper assembly or installation.
• 2. Crash, neglect, improper repair, improper maintenance, or other abnormal, excessive, or improper use.
• 3. Corrosion.
• 4. Improper alteration or installation of components, parts, or accessories not originally intended for or compatible with the Product.
• 5. Failure to perform maintenance or service at appropriate intervals in accordance with the written instructions provided with the Product.

Wear and Tear

Wear and tear refers to damage that naturally and inevitably occurs as a result of normal riding. For example, your cassette and chain will, even if properly maintained, eventually wear out requiring replacement. The same applies to scratches and other potential damage to the paint or graphics of your bicycle from normal use and exposure to the elements. Wear and tear items are not covered by this Warranty. Common wear and tear items not covered include but are not limited to:

• * Bearings
• * Brake Pads
• * Chains
• * Free Hub Bodies
• * Handlebar Grips
• * Rubber moving parts
• * Shifter, brake cables, and casings
• * Spokes
• * Sprockets
• * Stripped threads/bolts
• * Tools
• * Transmission gears

Warranty Process Initiation

To initiate the Warranty process, contact customer experience or an Authorized Zen Dealer, depending on where the original purchase occurred. Your retailer or representative will inspect the Product and guide you through the next steps. If purchased online, you can fill out the Warranty Form [link to form]. CREATE WARRANTY FORM

Shipping Damage Coverage

Damage to a Product during shipping is not covered by this Warranty. However, Zen may agree to replace such damaged Products if:

• 1. You notify Zen of the damage within 24 hours (1 day) of receiving the Product.
• 2. You promptly provide Zen with dated pictures and/or a video of the damaged Product.
• 3. You return all original packaging and paperwork included with the Product.
• 4. You inspect the Product immediately upon receipt and note any immediately recognizable damage on the shipper’s Bill of Lading before signing off on the shipment.
• 5. If you choose to set up your own independent shipping method, such as using a freight forwarder, Zen will not be responsible for replacing any Products damaged during such shipping.

Disclaimer of Implied Warranties

THIS IS A FULL AND COMPLETE STATEMENT OF ZEN’S WARRANTY FOR THE PRODUCT. NO OTHER REPRESENTATION OF ANY KIND BY ANYONE SHALL CREATE ANY WARRANTY REGARDING THE PRODUCT. ZEN’S LIABILITY UNDER THIS WARRANTY SHALL TO THE FULLEST EXTENT PERMITTED BY LAW BE NO GREATER THAN THE AMOUNT OF THE ORIGINAL PURCHASE PRICE AND IN NO EVENT SHALL ZEN BE LIABLE FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES OR LOSSES. THIS LIMITATION DOES NOT EXCLUDE LIABILITY FOR DEATH OR PERSONAL INJURY CAUSED BY ZEN’S NEGLIGENCE.

TO THE EXTENT PERMISSIBLE UNDER APPLICABLE LAW, ZEN HEREBY DISCLAIMS ALL IMPLIED WARRANTIES, INCLUDING WITHOUT LIMITATION THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE FOR THE DURATION OF THIS EXPRESS LIMITED WARRANTY.

Some states, provinces, or countries do not allow the exclusion or limitation of incidental or consequential damages or warranties, so the above limitations or exclusions may not apply. If it is determined by a court of competent jurisdiction that a certain provision of this Warranty does not apply, all other provisions shall remain in full force and effect.

For questions concerning warranty, contact your Authorized Zen Dealer or Zen Ebikes. Up-to-date contact information for your market is available at contact us.

Credit Card Chargebacks

Credit Card Chargebacks The remedies described above are your sole and exclusive remedies and Zen’s entire liability for any breach of this limited warranty. Our liability shall under no circumstances exceed the actual amount paid by you for the e-bike, nor shall we under any circumstances be liable for any consequential, incidental, special, or punitive damages or losses, whether direct or indirect.

Some provinces do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.

This limited warranty gives you specific legal rights and you may also have other rights, which vary from province to province.

To the extent permissible under applicable law, Zen electric bikes disclaim all implied warranties including without limitation the warranties of merchantability and fitness for a particular purpose for the duration of this express limited warranty.

Some provinces do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you.

Zen Electric Bikes Inc. Return Policy

Zen Electric Bikes Inc. (“Zen”) stands behind the quality of its products and wants all customers to shop with confidence. Please carefully review and understand our return and restocking fee policy applicable to all components, accessories, and e-bikes sold by Zen. Note that items must be in new and unused condition to qualify for a full refund without a restocking fee, excluding shipping charges.

Returns of New and Unused Items Within 14 Days of Receipt

You may return any item in new and unused condition within 14 days of receipt for a full refund without a restocking fee, excluding shipping charges. Return shipping charges are the responsibility of the recipient unless Zen made a shipping error.

Returns of Used Items

Items returned in a used condition may be returned within 30 days of purchase, subject to return shipping charges and a restocking fee of fifty percent (50%) of the purchase price. Items must be free of damage, and electric bikes must have less than 14 kilometers (10 miles) on the odometer.

Returns of New and Unused Items Outside the 14-Day Window

If you wish to return an item outside the 14-day window, and the item is in new and unused condition, you may return it subject to return shipping charges and a restocking fee of fifteen percent (15%) of the purchase price.

Return Shipping Costs

You will be responsible for paying $250 in shipping costs for returning your item. Shipping costs are non-refundable. Zen cannot guarantee receipt of the returned item.

Return Process, COD, and Timing

To initiate a return, please contact a member of our customer support team using the “Contact Us” information and complete the RETURNS FORM. We will notify you by email when we process your return. Zen does not accept cash on delivery (COD) shipments.

No Bike Shop Returns

Each of our partner bike shops sets its own return and exchange policies and procedures. We do not accept returns of items purchased from bike shops. Please contact the place of purchase to discuss their return policy.

Non-Returnable Items

If you purchased a Zen bike as part of a voucher or rebate program in the USA or Canada (e.g., BC E-Bike Rebate, NS Rebate), your purchase is FINAL and subject to the terms of use of that program. It is NOT eligible for return under Zen’s Terms of Purchase.

Initiating a Return

To initiate a return and receive a refund, you must contact Zen at team@zenebikes.com. No refund will be issued for any merchandise sent back to Zen outside of this process.

Order Cancellations

You can cancel an order until it has been transmitted to the production facility (generally one business day from when the order is placed). Once the order is submitted to production, Zen can no longer cancel the order, and you will be responsible for returning the merchandise pursuant to the return policy to receive a refund.

Return to Sender / Refused Shipment

If an order is returned to Zen or delivery is refused, you will be responsible for paying return shipping fees. Refund amount will be processed with the deducted shipping fee.

Returns of New Bikes

A customer may return any new bike within 14 days of receipt. The bike must be in new condition, in original packaging, free of any wear and tear, dirt, dust, fragrance, or any other signs of use, and must include all items originally in the box (charger, keys, hardware, etc.). Customers are responsible for paying the $250 return shipping fee, which will be deducted from the refund amount.

Returns of Used Bikes

A customer may return any bike that has been ridden within 14 days of receipt, as long as the bike has less than 14 kilometers (10 miles) on the odometer. The customer will be responsible for paying the $150 return shipping fee and a restocking fee of 50% of the original purchase price. These fees will be deducted from the refund amount.

Refunds

Any item returned with an order that used a discount code will have the entire discount code value subtracted from the refund value, whether one or multiple e-bikes are returned. Refunds will be processed after the e-bike is received and inspected.

For further information or questions, please contact your Authorized Zen Dealer or Zen Ebikes. You can find up-to-date contact information for your market at contact us.

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