Terms and Conditions

Terms & Conditions

WARRANTY INFO

Every vehicle 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 countries we are currently shipping to. If you purchased a vehicle and had it then shipped to another country, parts will only be sent to the country in which the vehicle was originally sent. ELLWEE warrants this product, including all individual components against defects in material or workmanship as follows:

ELLWEE LIMITED 1-YEAR WARRANTY

ELLWEE vehicle components are warranted to be free from manufacturer defects in materials and/or workmanship for a 1-year period from the date of original purchase. Wear and tear are not covered under warranty. ELLWEE lithium-ion batteries are warranted to be free from manufacturing defects in materials and/or workmanship for a 1-year period from the date of original purchase. The battery warranty does not include damage from power surges, use of an improper charger, improper maintenance, or another such misuse, normal wear, or water damage.

WHAT WILL WE DO TO CORRECT THE PROBLEMS WITH YOUR VEHICLE?

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 with a replacement product if the product can not be repaired after a reasonable number of tries as determined by ELLWEE.

WHAT WILL WE NOT DO?

ELLWEE 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.

ELLWEE will not cover any damage that may occur during shipping if the owner sets up their own shipping option or if the vehicle is shipped using a freight forwarder or similar service.

TERMS OF WARRANTY

This warranty only applies to the original owner of a ELLWEE vehicle. This warranty is expressly limited to the replacement of defective parts at the sole discretion of ELLWEE. 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 vehicle be issued, in these cases the original vehicle may have to ship to the ELLWEE facility for inspection/repairs before a new vehicle is sent out. If repairs can be made, a new vehicle 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). ELLWEE 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 ELLWEE within a reasonable amount of time after shipment arrival. In no event shall ELLWEE 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 ELLWEE. 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 [email protected] as there may be a simple fix for your problem. Valid warranty claims will be processed through ELLWEE within two years of initial purchase. Warranty claims may be submitted to [email protected]

SHIPPING DAMAGE CLAIMS

IMMEDIATELY inspect your product(s) for damage. Freight damage claims are extremely time sensitive. We will not accept shipping damage claims later than 30 days from receipt of the 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. Whenever possible, report damage claims within 10 days of delivery to a ELLWEE customer service representative. Please contact our Technical Support department at [email protected] for return/replacement instructions.

RETURNS

  • Purchased but not shipped 100% refund.
  • Shipped within 14 days on receipt: To be eligible for a return, your item must be unused, free from dirt, dust, or any fragrances, and in the same package and condition that you received it.
  • No returns after 14 days on receipt.
  • Used: No returns, except in EXTREME cases of breakage/malfunction.
  • Original shipping charges are refundable.
  • Purchasers must pay the cost for return shipping.
  • The purchaser carries full responsibility for the return shipment including possible shipping damages and lost shipments.

Before a return is sent, the customer must have written approval of said return from ELLWEE. If a customer sends a return without the written consent of ELLWEE, a refund can not be guaranteed. If your approved return passes our inspection, you may receive an exchange, store credit, or a refund. Please address your return to:

ELLWEE MPV AB
#OrderNumber
Kardanvägen 38
461 38 Trollhättan
Sweden

PRE-ORDER CANCELLATIONS

Any and all pre-orders that are canceled prior to shipping are only eligible for a 100% refund of the total order price.

Terms and Conditions 

Online purchasing via ELLWEE is subject to the following conditions:

Contractual Agreement ELLWEE

ELLWEE is selling goods via online services to individuals as well as to businesses. Freight costs incurred due to sale and/or export are charged to the client unless other has been agreed. We disclaim ourselves from any faults in specifications and reserve the right to price change without prior notification. Goods are ordered via www.ellwee.com by providing necessary information according to the order form available on the home page. Incomplete order, i.e. missing information, is not qualified as an approved order. ELLWEE will only enter into agreements with persons of age.

Price and shipping charge

All prices on the home page are presented inclusive of V.A.T. Our ambition is to maintain disclosed prices during the year. We reserve ourselves the right to adjust prices should exchange rates, import regulations or other conditions change. In case of direct invoicing, we reserve the right to conduct a usual credit check. Should the credit check not be approved or in case of shipment to an address other than the registered address, the goods will be shipped according to C.O.D. In this case, an additional charge of EUR 45 will apply (forwarders’ cash handling charge).

Delivery

Order from stock made on a working day will be sent no later than the next working day and is estimated to be delivered during the following 1-2 weeks EXW Trollhättan, Sweden. Delivery times are estimated and no guarantees are given that the goods will be delivered during this time frame as unforeseen delays may occur. We will inform you about any known delays as long as you have provided us with an email address. The client has the right to lift the purchase should extensive delays arise which ELLWEE has the power to influence. Should the client lift the purchase based on a proper basis, any advance payment will be returned within 30 days. Full right to return is valid for individuals (not corporate clients) within 14 days from the date of delivery provided that the goods are in condition as new and packed in their original container. Return address: Kardanvägen 38, 461 38, Trollhättan, Sweden. Return costs payable by the client.

General

Provided warranties are only valid in the country of purchase and only for goods purchased for own use.

Receipt

Provided warranties are only valid upon demonstation of valid receipt.

Right of Withdrawal

Right of withdrawal is only valid for individuals (not corporate clients) and only when the goods is returned in a substantially unchanged condition within 14 days from date of delivery. The client is entitled to open the container and examine the goods. The goods must be returned in its original container. The client is responsible for arranging shipment to the disclosed return address. Any advance payment will be returned within 30 days should the client lift the purchase based on a proper basis. Return address: See Delivery above.

Delivery Guarantee

ELLWEE guarantees that the delivered goods in all material aspects match the issued specifications as well as the client’s specific order and that the goods are free from fabrication errors or other errors at the time of delivery.

Delivery Damage

The client is obliged to investigate the goods for damage upon receiving the shipment. Notification shall be issued directly to the forwarder or delivery location if damage to goods is evident in order for the delivery guarantee to be valid. Notification should thereafter be issued to ELLWEE, no later than two days after the time of delivery.

Inaccurate delivery

The client is obliged to investigate that the supplied goods match the order upon receiving the shipment. Inaccurate delivery being wrong color, wrong model, etc. In case of inaccurate delivery, notification shall be given to ELLWEE within a reasonable time frame, although no later than 7 days. In case of inaccurate delivery, ELLWEE owns the right to provide the client with a new product. ELLWEE will cover the cost of returning the goods in case of inaccurate delivery. The goods must be packed in their original container and in condition as new. For a return shipping labels, contact ELLWEE.

Scope of Guarantee

  • All vehicls come with a 1-year guarantee, on all other components.
  • The guarantee is not extended subject to the exchange of components
  • The guarantee states that ELLWEE is eligible to send replacement components required for the client to replace components himself/herself or at an agreed workshop at suitable location.
  • It is not required that a replacement component is new but must be in good condition and at least equivalent to the replaced component.
  • The guarantee does not comprise; wires, tires, tubes. Errors do not comprise; normal trimming or adjustments such as gear and brake adjustments, spoke tightening, adjustment of loose screws and bolts, normal wear and tear,
  • The guarantee does not comprise errors occurred due to faulty assembly, usage, moisture, wear and tear, poor maintenance, overload, or other external factors.
  • The guarantee does apply to reimbursement for direct or indirect damage to the client due to mishandling.
  • The guarantee does not apply to reimbursement for assembly or another cost, labor or other inconveniences related to the repair of the product.
  • The guarantee does also not apply to errors not related to the functionality and operation. Please note! Always drive with care. Violent shocks caused by impact from sidewalks, bumps, or uneven surfaces may damage the vehicle if driven undiscerning. 

Guarantee Electric Vehicles

  • The battery shall not be subject to extreme heat or water, The battery is equipped with weather protection to allow operation in rainy conditions but must not be exposed to water continuously e.g. creeks, rivers, ditches, etc.
  • The battery shall be charged occasionally when not used for a longer time period in order to maintain full capacity.
  • The guarantee does not apply to batteries older than 1 year, water-damaged batteries with short circuit, or batteries damaged in an accident or due to hard surface impact.
  • Please note that the battery capacity is impaired by extremely hot and cold temperatures.

Other Warranties

The date indicated on the purchase agreement is valid as a day of purchase. Unless the client issue complaints within the warranty period, the client loses the right to refer to the warranty. In case of damages or errors on the product, the client is obliged to immediately limit further extent of damage that may occur due to continuous operation. In cases where the client refers to the warranty, ELLWEE owns the right to remediate the errors according to these conditions. In cases where ELLWEE does not manage to remediate the errors within 60 days, the client together with ELLWEE shall find a basis for settlement. This settlement never exceeds the amount the client paid for the product.

Dispute

The dispute related to interpretation or application of these conditions shall the parties seek to settle in agreement. The consumer can turn to Konsumentvägledningen or review the dispute at the Allmänna Reklamationsnämnden. Disputes can always be subject to trail in court. Swedish legislation shall be valid in respect of applications, interpretation, and insistencies of all rights and obligations associated with the purchase of the product.

Policy

Click here to read the Privacy Policy.

Need help?

Contact us at [email protected] for questions related to refunds and returns.

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