WARRANTY TERMS AND CONDITIONS

Quick summary:

What we Cover

  • Manufacturers Faults, defects and/or Failure

Eligibility Criteria

To be eligible to make a warranty claim you must:

  • Be the Original Purchaser as listed on the Receipt
  • Lodge your Claim within the Valid Warranty Period from the Date of Receipt 

What do I do when I have a problem

  1. Get in touch with our Customer Support team via email at support@urbanwheelz.com.au or phone 07 4051 3681 to report the issue.
  2. We will assess the nature of the problem, and if necessary, direct you to our service centre for an in-person assessment.
  3. If an in-person assessment is not possible due to location constraints, you will be required to arrange and cover the cost of shipping your product to us at Urban Wheelz HQ.
  4. Upon receiving your product, our technicians will inspect the issue. If the problem is determined to be warrantable, we will report our findings to the manufacturer for review and repair approval.
  5. Once approval is received from the manufacturer your product will be repaired/replaced accordingly.
  6. If your problem is not deemed warrantable, you will be liable to pay for all repair costs.

What We Don't Cover

Claims, Damage's or Failure due to:

  • Misuse (eg. impact, collision or freestyle activities) 
  • Water, natural disaster, fires, storms or floods
  • Exposure to external elements intern causing damage such as blemishing, stains, rust or similar 
  • Any damage due to aging such as colour shading or fading of painted surface, deterioration of plated surface, deterioration of rubber and plastics or rusting.
  • Foreign objects or debris
  • Incorrect fitment, installation or assembly
  • Fitment, Repairs or Services undertaken by unauthorised persons or companies unless otherwise permitted by Urban Wheelz
  • Freight or Transport
  • Wear and Tear items eg. Tyres, Tubes, Bearings, Brake Pads, Discs, Seats, Perishables or Fluids.
  • Lack of servicing or upholding the regular maintenance schedule as outlined in your product manual. 
  • Modification, Alterations, and DIY Installation of parts or accessories that are not supplied as original by Urban Wheelz or where the device is altered from it's original manufacturers state
  • Any Packaging required to pack items securely to be Returned for Repairs
  • Products that were won as Prizes in exclusive competitions or giveaways 

Void of Warranty

Urban Wheelz takes customer safety seriously and advise that any modification, alterations, and installation of parts that are non-genuine parts or supplied as original equipment by the manufacturer are not covered by warranty and will void any product warranty immediately.

Such modifications or alterations may pose serious safety risks that could lead to injury or death.

Replacement and Repairs

  • Covered issues: Product repaired or replaced at no cost when returned to an Authorised repair centre. *Customer to cover all shipping costs if not able to return to repair centre.
  • Non-covered issues: Customer pays for shipping and all associated repair costs.

Warranty on Replacements
The warranty does not reset with replacements. Replacement parts are covered for the remainder of the original warranty period.

Service Centre
Urban Wheelz HQ has a fully equipped service centre, and experienced technicians located at 88-90 Mulgrave Road, Cairns QLD 4870.

Questions?
Contact support@urbanwheelz.com.au

Urban Wheelz Warranty Policy (In Detail)

Does Urban Wheelz have a warranty policy?

In accordance with Australian Consumer Law and the ACCC Urban Wheelz offers a 12-month Limited Manufacturer’s Warranty on products.  This warranty is non-transferable and non-renewable after the product’s initial sale.

  • A MANUFACTURER’S WARRANTY WILL ONLY COVER BREAKAGE AND MALFUNCTION OF THE PRODUCT AS A DIRECT RESULT OF A MAJOR DEFECT IN THE MANUFACTURING PROCESS. 

*Warranty Excludes items such as Tyres, Tubes, Brake Pads, Discs, Serviceable Fluids, Perishables or Wear and Tear items, Clothing, Apparel, Merchandise, Bags.

When does the warranty period start?

The 12-month Limited Warranty starts from the date of purchase.

What is included in the Limited Warranty?

This Limited Warranty covers all defects in material and workmanship of the product arising or occurring as a result of your normal and ordinary use of the product. In the event a defect covered by this Limited Warranty occurs, Urban Wheelz will repair or replace a product in accordance with the terms of this Limited Warranty.

What is not included in the Limited Warranty?

The warranty does not cover: 

  • damages caused by crashes or mistreatment or misuse under any circumstance, such as but not limited to dropping, collision, jumps, grinding, heavy shaking, abrasion,
  • damages caused by jumping or performing tricks.  This also includes damage by overweighing the scooter beyond its recommended weight specification. Specifically, undercarriage damage caused by impact.
  • damages, malfunctions or performance issues caused by lack of maintenance
  • damages, malfunctions or performance issues caused by improper storage 
  • damages, malfunctions or performance issues caused by environmental conditions
  • damages, malfunctions or performance issues caused by application of improper cleaners, solvents or chemicals
  • damages arising from misuse or pushing the product beyond its limits (burnt control boards/wires and/or motor due to excessive on-going acceleration),
  • damages caused by ignoring weight limits,
  • water damage under any circumstances, even for items with high water resistance ratings,
  • problems arising from attempts to ‘flash’ or reset a product’s software/firmware,
  • problems arising from attempts to modify any part of the product,
  • problems caused by attempts to repair the product by an unauthorised third-party.
  • Problems arising from attempts to repair the product at home, without being instructed by Urban Wheelz to do so.
  • Any modifications or upgrades not recommended by Urban Wheelz.
  • Tyre or tube damage of any kind.
  • Maintenance tasks (screw adjustments, brake adjustments, Hydraulic oil refill for brakes.

What parts are excluded from the Limited Warranty?

  • Tyres and inner tubes
  • Spokes
  • Brake pads & cables
  • Hydraulic fluids
  • Decals & graphics
  • Rubber seals
  • Grip tape and rubber deck covers
  • Handlebar grips
  • Brake fluid
  • Brake adjustments (outside of 30-day post purchase window)
  • Rim cracks or dents.
  • Motor cracks or dents.
  • Wear and tear items (kick stand, plastic parts, fenders, rotors, screws)

The following is covered by warranty within 30 days of the product being delivered. After this point, they need to be paid by the customer.

  • Broken, loose or damaged spokes (e-bikes only)
  • Brake adjustments (i.e. adjusting pads, cables, hydraulic oil, levers, bent rotors).

When can I return my product to Urban Wheelz for a warranty issue?

A product can be returned to Urban Wheelz for a warranty issue at any point in the 12 month Limited Warranty period, provided:

  • the product has done no more than 1,000 kilometres in total, or;
  • the vehicle has not been used as a courier or delivery vehicle; and;
  • the warranty claim is being submitted by the product's original owner. 
  • Any costs associated with returning the goods will be borne by the customer.
  • If the issue is deemed by us upon investigation to be a manufacturing fault, we will refer it to the manufacturer for review and repair approval.

Are there any other warranty policies?

Some product manufacturers may offer alternative warranties on their products. Urban Wheelz makes every effort to highlight products that are covered by these additional warranties. Urban Wheelz also reserves the right to limit manufacturer warranties to the maximum amount permitted by Australian consumer law if that warranty is unenforceable in or unsuitable for Australia. 

I have a warranty issue with a product I didn’t purchase from Urban Wheelz. What can I do?

Urban Wheelz does not accept or rectify, whether partially or in full, any warranty issues for any product purchased from another retailer, regardless of whether the product affected is stocked by Urban Wheelz or not. Urban Wheelz may, however, be able to repair the issue at the Customer’s expense. To find out more, please email support@urbanwheelz.com.au. 

I have a warranty issue with a product I didn’t purchase from Urban Wheelz, but the retailer from whom I purchased has told me Urban Wheelz will resolve my warranty claim. What can I do?

Urban Wheelz does not partner with any other retailers to offer any sort of warranty assistance for any product, whether that item is stocked by Urban Wheelz or not. As such, Urban Wheelz only offers warranty repairs on products purchased directly from Urban Wheelz, regardless of whether a Third Party or Private retailer has informed a Customer otherwise. 

Is labour covered by the warranty? 

Labour is covered for all warranty issues within the first 12 months of purchase. If the issue is deemed not to be covered by warranty, any labour involved with rectifying the issue is chargeable. 

Is servicing covered by the warranty? 

Servicing (i.e. general product maintenance) is not covered under the Limited Warranty. If a Customer would like their product serviced, this can be purchased from Urban Wheelz at an additional cost. Please contact support@urbanwheelz.com.au to arrange a product service. 

How do I lodge a warranty claim?

If a Customer believes that their product has a manufacturing defect or problem, they should email support@urbanwheelz.com.au with details of their issue, along with pictures of every side of the scooter and videos as evidence of a fault. The Customer will be contacted by the Urban Wheelz support team to discuss the issue in more depth. Warranty claims cannot be reported through the phone as it is essential to receive all the media files mentioned above for a prompt resolution.

I’ve returned my product for a warranty issue. What happens now?

Once the product has arrived at the Urban Wheelz, a technician will investigate the issue to determine whether it falls under the Limited Warranty. The Urban Wheelz technician will issue a detailed report to the manufacturer with images and details of the problem along with proof of purchase for review and repair approval.

The issue is covered by the Limited Warranty. What happens now?

Depending on the nature of the issue, Urban Wheelz will either rectify the issue, or arrange a like-for-like replacement of the original product.

The issue isn’t covered by the Limited Warranty. What happens now?

If the Urban Wheelz technician isn’t satisfied that the issue is covered under the Limited Warranty, the customer will be notified of the situation. From there, the customer can either:

  • Pay to have the product returned to them ‘as is’, or;
  • Pay to have the product repaired, then returned to them at their expense.

The returned products will not be released until the reimbursement has been finalised. 

If my product is replaced entirely, does the warranty period reset?

In the event a Customer’s product is replaced in its entirety by Urban Wheelz, the Limited Warranty period does not reset. The Limited Warranty will expire at 12 months from the original product purchase date.

I've had parts replaced under warranty. Are these parts covered by their own 12 month warranty?

Any replacement parts fitted to a product are covered for the remaining duration of the original 12-month product Limited Warranty, and do not have their own warranty period.

I received free products as part of my order. Are those products covered by the Limited Warranty?

The Limited Warranty only covers items that were directly paid for. Items given away for free at a $0 cost are not covered by any part of the Limited Warranty. 

I’m selling my products privately. Is the Limited Warranty transferable? 

No, the Limited Warranty is only applicable to the original product owner and will not be transferred in the event the original Customer sells their items privately. 

I have questions about the Warranty Policy. Who can I contact?

Any questions about the Warranty Policy can be directed to support@urbanwheelz.com.au. 

 

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