Warranty & Technical Support

Warranty Approach

1. We generally replace parts instead of repairing them to minimize your waiting time.
2. The same warranty service is available whether you purchase from our official website, authorized offline stores, or officially partnered online platforms.
3. Parts that meet the warranty conditions outlined on this page will be fully covered at no cost.
4. Parts outside the warranty can still be repaired/replaced, but a fee will apply. For specific fee details, please contact support@fiido.com.
5. Incidental expenses during repair, such as substitute transport, fuel, or ride-sharing, are not covered under warranty.

Lifetime Technical Support

1. Our technical experts provide professional assistance with tailored solutions for complex issues.
2. 1-on-1 support: A dedicated support agent will handle all your inquiries, ensuring personalized assistance throughout.
3. This service is available anytime, regardless of your warranty status. (Note: After the warranty period, customers are responsible for the cost of replacement parts.)

What Qualifies for Warranty?

All conditions must be met simultaneously:
1. Products purchased from Fiido's official store or authorized resellers; items bought through second-hand sales or from unauthorized sellers are not covered under warranty.
2. Product/component is within the warranty period (see the table below).
3. Manufacturing flaws and inherent product issues, like material defects, are covered under warranty.
4. The warranty card is present and matches the product.

What Does Not Qualify for Warranty?

1. Failure of consumable or wear-and-tear parts, including:
- Brake pads, plastic components, spokes, rims, brake cables, and surface scratches.
2. Damaged wires or accessories with visible scratches or breaks.
3. Malfunctions caused by improper use, such as:
- Not following the User Manual for usage, maintenance, or adjustments.
- Unauthorized disassembly, repair, or modifications.
- Improper usage or storage.
4. Damage due to accidents.
5. Minor scratches or accessory damage sustained during shipping.
6. Repair costs from non-authorized repair shops are not covered.

Warranty Periods and Conditions for Different Components

Mechanical Components
(Non-electrical and electricity-independent parts)

Components

Warranty Period

Warranty-Covered
& Non-Covered Situations
(This list is not exhaustive)

Frame

36 months

Covered:
-Natural deformation
-Open welds
-Desoldering fractures
-Manufacturing defects

Non-covered:
-Self-modification
-Collision damage

Structural Components
Fork, Handlebar, Stem, Seatpost

24 months

Power and Wheel Components
Drivetrain and Shifting:
Chainring, Chain, Cassette, Bottom Bracket, Shifters, Derailleurs
Wheel Assembly:
Hubs, Rims, Spokes
Suspension:
Shock Absorber

24 months

Non-covered:
-Tire puncture from sharp objects
-Damage to spare parts from collisions

Support and Safety Components
Fasteners:
Seat Clamp, Stem Clamp, Frame Clamp
Tires and Saddle:
Tires, Saddle
Protection and Braking:
Fenders, Safety Hook, Pedals, Brakes, Brake Discs, Brake Levers
Kickstand

3 months

Non-covered:
-Self-modification
-Collision
–Damage of parts and accessories
-Man-made damages

Electrical System

Components

Warranty Period

Warranty-Covered
& Non-Covered Situations
(This list is not exhaustive)

Motor Components
Motor, Hall, Bearing, Clutch

24 months

Covered:
-Phase loss
-Hall element burnout
-Demagnetization
-Abnormal bearing noise

Non-covered:
-Breakage
-Water ingress

Battery
Lithium battery

24 months

Covered:
-Broken grids,
-Lack of power storage
-Capacity below 70%

Non-covered:
-Water ingress
-Man-made damage
-Battery left uncharged for over a month, leading to failure

Electrical Components

 

 

Charging:
Charger, Main wiring harness
Display and controller:
Display, Controller

24 months

Covered:
-Short circuit
-Burnout
-Performance failure caused by manufacturing faults

Non-covered:
-Water exposure
-Disconnection
–Man-made damages

Speed control:
Speed control knob, Booster, Controller cover plate

6 months

Lights:
Headlights, Taillights.
Braking:
Power-off brake levers, Switches

3 months

 

How to Claim Your Warranty?

Products purchased from Fiido's official website

1. Send product info to Fiido by clicking here.
2. After reviewing your claim, we will provide replacement parts and/or installation and adjustment instructions as needed.

Important Note: Any product returned without prior approval will not be accepted or covered by warranty.

Products purchased from stores or platforms other than our official website

Customers who purchase from our authorized dealers are entitled to the same warranty service, but the service must be handled through the dealer. For warranty service, please contact the platform or dealer where you purchased the product.



For any further questions about the warranty, please contact us via support@fiido.com.