Warranty&Return Policy

Warranty Region

Only applicable to United States e-bike purchases from smartravelor.com. Bikes purchased outside the Smartravel official website, shall contact their original dealer for after-sale service. All Smartravel bike owners are entitled to contact the Smartravel CS Team for troubleshooting service throughout the lifetime of bikes.

For clarity, we DO NOT ship to Alaska, Hawaii, Puerto Rico, or other U.S. territories.

Warranty parts will only be shipped within the continental (the lower 48 states) United States.

Warranty Start

Smartravel warrants the Products for a limited time from the date of delivered of the orginal purchase against defects in materials and workmanship when used normally in accordance with Smartravel published guidelines.

The following table outlines the timeframes and terms of service for our various components.

Item	Parts	Warranty (Months)	Terms and Conditions of Service
Structure	Frames	12	Natural deformation, open welding, desoldering fracture phenomenon, quality problems caused by can be replaced. Self-modification, collision damage, etc. is not warranty.
Structure	Front Forks, handlebar	12
Other Essential	Pedals, Saddles, Fenders, Pedals, Brakes, Brake Discs, Brake Rods Discs, Brake Levers	12	Punctures from sharp objects, collision damage, and similar issues are not covered under warranty. Additionally, human-caused damage, self-modifications, and damage to parts or accessories from collisions are excluded from warranty coverage.
Other Essential	Crank Chain Plate, Wheel Hub, Spoke, Derailleur, Freewheel, derailleur, Chain, Bottom Bracket, Shock Absorber, kickstand, rims, shifter	12
Electrical parts	Motors, Halls, Bearings, Controller, Charger, Main Harness	12	1. Short circuits, burnouts, and performance failures caused by manufacturing defects are covered under warranty. However, damage caused by water ingress, disconnections, or human error is not included. 2. Components such as Hall elements, bearings, and magnets can be replaced in cases of phase loss, burnout, demagnetization, or abnormal noise. However, breakage and water ingress are not covered under warranty.
	Display, Speed Control Knob, Booster, Throttle	12
	Headlights, Turn Signal Light, Taillight, Keys, Switches,	12
	Batteries	12	The batteries are engineered to maintain up to 75% of their original capacity for up to 300 charging cycles, or until whichever limit is reached first. Damage from water ingress or human error is not covered by the warranty.

Exclusions. This Limited Warranty does not cover the following:

(1) NOT COVERED UNDER WARRANTY DUE TO NORMAL WEAR AND TEAR AND/OR ABUSE

Tires
Spokes
brake pad
Inner Tubes
Accessories
Brakes

(2) Damage to bike and/or bike components due to abuse, neglect, misuse, or accident.

(3) Damage from stunt riding, ramp jumping, acrobatics, or similar activities or any activity that is not consistent with the intended use of the bike.

(4) Damages resulting from improper charging of the battery pack or use of any charger not supplied by Smartravel or its dealers.

(5) Installation of any third-party parts, accessories, or electrical or

mechanical components.

(6) Any components that have been modified or tampered with, including but not limited to tires, brake pads, chains, lights, motors, battery packs, displays, controllers, etc.

(7) Lost or damaged keys or NFC card.

(8) All warranties are void if electrical parts have been repaired or modified by a person not authorized by Smartravel.

Claims Process

Warranty Claims

All claims to this warranty must be made through Smartravel and submitted to support@smartravel-bike.com. You can also click here to submit a request form. Proof of purchase and photos or videos of the damaged product is required to be submitted alongside any warranty request. Before making a warranty claim, you are encouraged to contact Smartravel via support@smartravel-bike.com, as there may be a simple fix for your problem that does not necessitate filing a claim. Valid warranty claims made within 1 years of initial purchase will be processed through Smartravel.

Smartravel will not replace any part without first seeing photos or video of the damaged product. Customers must provide this evidence by email.

Note: Smartravel will offer free components and replacement parts, and any installation fees will not be covered by Smartravel without the after-sales team's authorization.

Shipping Damage Claims

In rare instances, the item received may be damaged during transportation. If shipping damage occurs, please contact support@smartravel-bike.com and provide us with photo or video proof.

No free accessories are eligible for replacement or compensation if they are scratched during transportation.

NOTICE: We will not accept shipping damage claims filed more than 14 days after receipt of any products.

Credit Card Chargebacks

If any ebike purchase becomes subject to a credit card chargeback in any amount, and you are still in possession of the ebike, then this Limited Warranty shall be invalidated until the credit card chargeback has been resolved.

Contact Us

Tel.：+1 888-969-9221

Email：support@smartravel-bike.com

Monday to Friday, 9 AM to 6 PM (PST)

Order Cancellation & Adjustment

We accept order cancellations as long as the product has not yet been shipped. Once the product is shipped, the order cannot be canceled.

We also offer order adjustment services (such as modifying product type, quantity, or shipping address) if your order has not yet been shipped.
To request cancellation or adjustments, please email us at support@smartravel-bike.com with your order number and request details.

Order Processing Time: Orders are processed within 1–2 business days after being placed.
If cancellation is requested before shipment and within the allowable period shown on the website, your order will be canceled free of charge.

Returns

1. For Non-Quality Issues

You may return unused products within 30 days of delivery. Returns for subjective reasons (e.g., change of mind, wrong size ordered) are accepted, but the buyer must cover the return shipping cost.

Return Address:
13400 Nelson Ave, City of Industry, CA 91746, USA
Packaging Requirements:
Returned products must include the original outer packaging box. If missing, a repackaging fee may apply.

To initiate a return, please email us at support@smartravel-bike.com with:

Your order number
Your name
The reason for return

2. For Defective, Damaged, or Incorrect Items

Customer satisfaction is our priority. If you receive an item that is defective, damaged, or incorrect, please contact us within 30 days of delivery.

Email us at support@smartravel-bike.com with:

Your order number (e.g., SMTXXX)
A photo or video showing the issue

We will resolve the issue as quickly as possible. Options include:

A free replacement with free shipping, or
A full refund, if applicable
Packaging Requirements:
Returned products must include the original outer packaging box. If missing, a repackaging fee may apply.

Refunds (If Applicable)

Once we receive and inspect your return, we will send you an email confirming receipt and informing you of the approval or rejection of your refund.

If approved, your refund will be processed and automatically applied to your original method of payment within a few business days.

If your return is due to shipping damage or delivery problems, we may offer partial compensation to cover your loss, depending on the circumstances.

Return & Warranty Process

To ensure a smooth resolution:

Buyers must provide proof of purchase (e.g., order confirmation).
Please provide photo or video evidence of any defects.
Smartravel will document the troubleshooting process.
In some cases, the defective item may need to be returned for quality inspection.

Important: If a return is requested and the wrong item is returned or the defective product is not sent back, any warranty for replacement items will be voided.