Warranty

WARRANTY FOR ELECTRIC BICYCLES AND SCOOTERS

Warranty Period
The warranty for electric bicycles and scooters covers electrical and mechanical manufacturing defects and applies within the following limits (whichever occurs first):

  • within 24 months from the date of purchase

  • or within 5,000 km traveled

Warranty Limitations

  • Battery: batteries are subject to normal capacity reduction, especially under intensive and/or improper use. The warranty covers 6 months from the date of purchase or up to 2,000 km, whichever occurs first.

  • Battery Charger: warranty coverage of 6 months.

  • Controller Unit: warranty coverage of 12 months.

  • Horn: warranty coverage of 6 months.

  • Display: warranty coverage of 12 months.

  • Motor: warranty coverage of 12 months.

NOTE: If a replacement part is provided under warranty, the warranty applies only once for that specific part. Any further requests for the same part will be at the customer’s expense, including shipping costs.

Warranty Exclusions
The warranty does not cover normal wear-and-tear parts, including but not limited to:

  • tires

  • brakes

  • cables and rods

  • springs

  • gaskets

  • grips

  • footrests

  • bodywork and panels

  • lights

  • decals and stickers

  • chain

  • wheel spokes

  • bearings

  • throttle

  • parts subject to friction or wear during normal operation, etc.

Warranty Voidance
The warranty shall be void in the following cases:

  • Failure to adjust mechanical components (e.g., gear shifters, brakes, saddle, handlebars, pedals, etc.)

  • Tampering or incorrect repairs performed by unauthorized or unqualified third parties

  • Damage resulting from shocks, falls, or collisions

  • Faults and damage caused by improper use, including but not limited to: products not protected from weather during daily storage; products used in rain and subsequently rendered inoperative due to moisture; structural failures indicating extreme use in competitions or exceeding the maximum permitted weight (particularly two-person use); poor maintenance; incorrect installation of accessories, spare parts, etc.; or other damage resulting from misuse

  • Products used for commercial activities such as, by way of example but not limited to, rentals, leasing, or equivalent uses

  • Damage caused during transportation not reported upon receipt of the goods (i.e. acceptance with reservation of the package)

  • Absence of documentation proving the purchase of the product

Service Timeframe
Within 45 days from receipt of the vehicle.
We strive to perform interventions as quickly as possible and, in any case, within reasonable timeframes. The actual timeframe depends on the product type and may be influenced by the availability of spare parts. The Customer will be informed of the estimated timelines.

IMPORTANT: To avoid unnecessary waiting times, it is always necessary to arrange an appointment in advance with the relevant service center. All requests for service or technical assistance must be communicated in advance (via email) to the Rome headquarters and authorized by them. This procedure allows us to be more efficient and precise.
Without this precaution, we cannot guarantee that your bicycle/scooter will be accepted or that the required spare part will be available at that time.

WARRANTY FOR ACCESSORIES, SPARE PARTS, ETC.

Warranty Period
For products other than electric bicycles and scooters (e.g. accessories, spare parts, etc.), the warranty covers conformity defects and applies for:

  • 24 months from the date of purchase, or

  • 12 months if the Customer has requested an invoice/business-to-business sale.

For warranty limitations, exclusions, voidance conditions, and service timeframes, please refer to the previous section.

SERVICE PROCEDURE

In the event of non-conformities, faults, or malfunctions occurring during the warranty period, the buyer must report the problem with photos and videos, which will be analyzed by the appointed technicians. If necessary, the technicians will arrange a video call with the user to better understand the issue. Reports must be sent via email to: 

supporto@sparkbici.it

The communication must include:
a) name and surname of the purchaser
b) order number related to the purchase
c) description of the issue for which warranty service is requested, supported by video evidence where applicable
d) a telephone number where the Customer can be contacted if necessary
e) documentation proving the purchase of the product

To avoid delays and unnecessary shipping costs for electric bicycles and scooters, and considering that some users may be unable to reach a service center, we aim to resolve issues remotely whenever possible.

Specifically, the process will be as follows:

  1. If the issue is assessed as solvable by the user and does not require particular expertise, a “remote guided repair” will be offered by appointed technicians. Instructions and any necessary spare parts will be provided.

  2. If the problem remains solvable without particular expertise but the user is unwilling to perform a “remote guided repair,” the Customer may be authorized to take the product to a trusted local service center and will be provided with the spare parts. A partial reimbursement for labor costs will be provided, subject to prior agreement.

  3. If the issue is deemed not manageable via remote repair but is still moderate in complexity and can be resolved by a service center, a service center will be indicated, spare parts will be provided, and labor costs will be reimbursed.

  4. In the case of more complex interventions, the intervention modalities will be agreed upon directly between the parties, including shipping the product to a designated service center. Spare parts and reimbursement for labor costs will be provided.

In all cases where the Customer chooses not to follow the prescribed procedures, spare parts may still be provided at the company’s discretion, but no reimbursement for labor costs or other incidental expenses will be granted, nor for any issues resulting from the Customer’s decisions that differ from the provided guidelines (e.g., issues caused by unqualified service centers).

Shipping Costs

Shipping and transportation costs for sending the product under warranty to service centers, and the cost of returning it to the Customer, are borne by the Customer, unless otherwise determined at the sole discretion of the company.

In all cases where the Customer needs to ship a product, the Customer may entrust the company with handling the shipping service directly. Costs will be evaluated on a case-by-case basis depending on factors affecting transportation (e.g., weight, dimensions, etc.).