Warranty Policy Terms & Conditions
Personal Electric Vehicles (e-Scooters, e-Bikes, e-Rides, etc.)
WHAT IS COVERED?
All manufacturing faults
Your item will be repaired or replaced (if repair is not possible) if you are the first purchaser of the product and it has any of the following manufacturing or design faults under normal use:
- Motor faults
- Boards or Computer Control faults
- Battery faults
WHAT IS NOT COVERED
If you have an issue with your purchased product that is not a manufacturing fault,
- When the warranty period has expired
- Failing to maintain or perform schedule servicing
- When the warranty or serial label is altered or removed
- When the product or any of its components have been opened, altered or modified by someone other than the manufacturer or authorised repair centre
- Wear-and-tear damage of vulnerable components such as wheels, tyres, lights or other consumables or battery lifespan
- Damage caused by product misuse or abuse like (but not limited to) dropping, collision, jumps, grinding, heavy shaking, abrasion or bad storage
- Moisture or humidity conditions, including staying in close proximity to the sea over time, which will cause damage to the battery and electric system
- High temperature conditions, including locking the battery in a car under excessive temperature conditions
- Attempts to ‘flash’ or reset a product’s software/firmware or changing from factory settings.
- Damage caused by incorrect fitment, installation or assembly
- Water damage under any circumstances, even for items with higher water resistance ratings.
- Damage caused by overloading, over the designed maximum load.
- Problems caused by attempts to repair the product by an unauthorised third-party.
- Limited warranty of 3 months for commercial use.
- Freight is not covered nor refundable under warranty
Do I have to return the product back to Gippsland Hidden Treasures?
Gippsland Hidden Treasures has its own service centre located in Traralgon, Victoria. Warranty issues will be dealt with at this service centre. Please contact us at gippslandhiddentreasures@gmail.com Costs associated with returning the goods will be borne by you, the customer. If the issue is deemed by us upon investigation to be a manufacturing fault, we will repair, refund or replace the faulty goods. Any transportation of the replacement product will be arranged at the expense of the customer. In the event that we receive a returned product under a warranty claim, and we deem the claim to have no basis, the cost of returning the product to the customer will be at the expense of the customer.
Any Products DOA we will replaced or repair without a delivery charge to the customer. We must be notified of DOA within 3 business days of receiving the product.
If my product is replaced entirely, does the warranty period reset?
The Warranty period does not reset if the Customer’s product is replaced in its entirety by Gippsland Hidden Treasures. The Warranty will expire at 12 months from the date of purchase of the original product and remain unaffected by any product replacement that happens within that 12 month period.
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 Warranty, and do not have their own warranty period.
I exceeded the weight limit of my purchase, and now it is damaged. Can I claim repairs under warranty?
In the event a Customer, or an associate of the Customer, uses a product beyond its stipulated weight limit, the warranty of that product shall be voided. The Gippsland Hidden Treasures technicians have a variety of methods to determine whether a product has been used beyond its official limitations, including weight limits.
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 at $50 per 30 minute block.
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 Gippsland Hidden Treasures at an additional cost or any other licenced service centre. Please contact gippslandhiddentreasures@gmail.com to arrange a product service if you choose your servicing to be done by us.
Servicing and maintence must be carried out at 100km’s, then every 300km’s or every 4 months, whichever comes first, at a capped price of $50 (excluding parts).
I have a warranty issue but the part required to fix the product is not available. What happens now?
In the event an issue arises with any product that is covered by warranty, but the parts to rectify the product are not available in Australia, Gippsland Hidden Treasures may choose to:
- Order the required part and fit, even if the delay pushes the product out of its Limited Warranty period, or;
- replace the entire unit, or;
- Offer an alternative unit of similar value.
The decision on the above course of action is solely made at the discretion of Gippsland Hidden Treasures.
What specific parts of a product are covered by warranty?
12 months
- Deck
- Front Fork and Neck Assembly
- Rear Fork Assembly
- Stem
- Spring Cable
- Bottom Cover (Metal)
- Kickstand
- Battery Charger
- Front Wheel and Hub Motor Assembly
- Dashboard/LCD screen
- Charge Port
- Control Board Assembly
- Electronic Throttle
- Electronic Brake
- Headlight
- Rear lights
6 Months
- Battery
What parts are excluded from the Limited Warranty?
- Tyres/Wheels & Inner Tubes
- Spokes
- Brakes
- Bearings
- Suspension Springs & Bushings
- Deck lights
- Handlebar Grips
- Decals
- Fender
- Handlebar Folding Mechanism
- Surface or paint damage
- Board Tape/ Grip
- Missing screws, nuts or bolts
- Any part of the product that is expected to naturally wear down