CEAYABIKES.COM Standard Order Product Warranty Policy
Part 1 How to apply for warranty
The warranty service process is as follows:
① Send a warranty request to the after-sales email buyer-support@ceayabikes.com or CEAYA online customer service > ② The after-sales team contacts the buyer to discuss the fault details and creates an after-sales work order > ③ Confirm the solution > ④ Replace the parts (if needed) > ⑤ After-sales work order completed
Please note:
CEAYA warranty claims require submitting a warranty request via email. This is a necessary step for parts replacement under the warranty terms. Our after-sales team will create a service ticket upon receiving your request message or email. Before filing a warranty claim, we recommend contacting our customer service team, as your issue may be resolved through simple steps.
When submitting a warranty claim, please inform us of your order number, a detailed description of the problem, and any relevant videos or photos through the support page on our website.
After submitting your warranty claim, you will receive a response from our after-sales team. You can then contact our after-sales team directly via email for further follow-up on the service progress.
You will receive a response within 24 hours of submitting your warranty claim. As part of the warranty process, you may be required to perform some tests and send relevant videos or photos to the after-sales team via email or instant messaging software so they can diagnose the problem and provide the best solution. For example, you may need to test the battery with a voltmeter and send photos of the test results via email. CEAYA will assess your situation and guide you through any tests we may require.
a. What services will we provide?
- If a component is determined to be defective or damaged and not caused by improper user operation, we will provide a replacement component.
- We will replace any parts damaged during transportation.
- Any unauthorized repairs or modifications are not covered under warranty. Any unauthorized modifications to the bicycle will also void the warranty.
b. What services do we not provide?
- CEAYA will not replace any parts before receiving photos or videos of the damaged parts.
- We do not provide warranty service for used bike owners.
- We do not replace any parts damaged due to improper user operation.
- Unless otherwise agreed in advance, we will not pay for any third-party services or parts replacements.
- If the vehicle owner uses their own transportation service, CEAYA will not be liable for any damage that may occur during transportation. For more information, please see our return policy.
- We do not provide any warranty service to owners who did not purchase the product from ceayabikes.com or an authorized dealer.
c. Different products have different warranty policies. Please refer to the warranty terms applicable to your order.
-For details on customized product orders, please refer to the customized product warranty policy.
-For details on orders of non-new products, please refer to the warranty policy for non-new products.
- For other product orders such as accessories, equipment, clothing, parts, etc., please refer to the warranty policy on the product description page.
Part 2 Warranty Terms
The following are the details regarding the warranty policy:
1.Definition
Standard order products: These refer to mass-produced standard ebike products under brand-new conditions. These products do not have significant personalization features (including but not limited to custom decals, custom signatures, specified modification/custom parts, personalized colors, and other non-mass-produced standard requirements or parts) and are sold at the regular price.
Note:
Used bicycles, bicycles intended for test rides, and orders clearly marked as special offer, clearance items, or auction items are not considered standard order items.
Regular price: refers only to the original price displayed for the product or the price during promotional activities during holidays, excluding special pricing such as auctions, clearance sales, and loss-making sales. For products with special pricing, the webpage will usually have a clear description of the pricing situation, such as clearance price, auction price, and special price.
2. Scope of Application
These terms apply to all standard order products and accessories purchased from www.ceayabikes.com.
The coverage extends only to the original buyer and the original product. Theft, gifts, accessories modified by the buyer, or products purchased from channels not authorized by CEAYA are not covered. By purchasing, you agree to these terms.
3. Warranty period:
3.1.1 Two-Year Limited Warranty:
- The bicycle frame is covered by a 24-month warranty from the date of delivery .
- The warranty covers manufacturing defects in materials and/or workmanship, and each component can only be replaced once per bicycle.
3.1.2 One-Year Limited Warranty:
- A 12-month warranty is provided from the original purchase date for the motor, controller, lithium-ion battery, bicycle speedometer, and pedal assist sensor.
- The warranty covers manufacturing defects in materials and/or workmanship, and each component can only be replaced once per bicycle.
- The battery warranty does not cover damage caused by power surges, improper use of (non-designated) chargers, improper maintenance or other misuse, normal wear and tear, or water immersion.
3.1.3 Six-Month Limited Warranty:
- Hydraulic brakes, front fork, rear shock absorber, battery charger, handlebar stem, handlebars, headset, seatpost, bottom bracket, crankset, rear rack, and drivetrain are covered by a six-month warranty covering manufacturing defects in materials and/or workmanship.
- Each component can only be replaced once per bicycle.
4. Warranty will not be provided in any of the following situations:
4.1 Electric bicycles sold for testing and scrapping, such as bicycles used for test rides, bicycles sold at special auctions, or other special products that were clearly marked at the time of sale as not being covered by the CEAYA standard order warranty policy.
4.2 Products or accessories that are outside the warranty period mentioned above.
4.3 Damage caused by accident or improper use by the user (e.g., collision, negligence, improper repair, improper maintenance or other abnormalities, excessive or improper use).
4.4 Losses or damages caused by natural disasters, man-made disasters, force majeure, or chemical corrosion.
4.5 For accessories that do not need to be returned, it is impossible to provide supporting documentation such as videos or pictures.
4.6 Damage caused by user modifications to the bicycle, alterations, or additions/removals of other accessories. Or failure to perform maintenance or upkeep at appropriate intervals as per the written instructions accompanying the product.
4.7 Normal wear and tear of parts. Wear and tear refers to damage that occurs naturally and unavoidably during normal riding. For example, even with proper maintenance, your freewheel and chain will eventually wear out and require replacement. Similarly, scratches on the bicycle's paint or pattern, and other potential damage, can occur due to normal use and exposure to various environmental factors. Over time, your bicycle may also develop slight squeaking or other noises during riding, which usually indicates the need for maintenance. Parts that wear out during normal use are not covered under warranty.
These components are all consumables or wear parts, including but not limited to: chain, rims, spokes, brake pads, inner tubes, outer tires, brake discs, grips, hubs, rubber moving parts, derailleurs, brake cables and conduits, stripped threads/bolts, drive gears, internal gears of the motor, sprockets, pedals, saddle, and tools. The maintenance and replacement of these components are the responsibility of the bicycle owner.
4.8 All accessories or equipment included as a free gift when purchasing an electric bicycle.
4.9 Stolen electric bicycles or items damaged or defective due to theft.
4.10 Electric bicycles intended for resale.
If you are unsure whether your product is covered under warranty, please contact our customer service.
5. Claims for damage during transport
5.1 In rare cases, the goods you receive may be damaged during transit. If damage occurs, please contact buyer-supoort@ceayabikes.com and provide photographic or video evidence.
5.2 Any free accessories or equipment that are damaged during transportation will not be replaced or compensated.
5.3 For repair services at offline bicycle shops, CEAYA only provides free parts replacement. Unless otherwise agreed upon in advance, we will not reimburse labor costs for any repair services.
5.4 For warranty service/returns, please contact buyer-support@ceayabikes.com or CEAYA online customer service via email. Returning bicycles or parts without complete accessories may result in service delays or warranty refusal. Shipping, customs duties, and taxes for warranty returns are the responsibility of the claimant. All unauthorized returns will be refused.
6. Exchanges and Returns
6.1. For standard order items, you can apply for a return and refund within 14 days of receiving the goods . You will be responsible for the direct costs of returning the goods.
6.2 If you do not receive a shipping notification, you can cancel or modify this order by contacting our customer via email. Our customer service will help you cancel or modify your order within 24 hours of receiving the email. Since emails are not instant responses, we may find that your order has been dispatched within 24 hours. In this case, we cannot help you cancel or amend your order. Therefore, please check the order information carefully before placing an order.
6.3. If you have received a shipping notification, please note that we cannot cancel or modify the order. So wait for your package to arrive, you can keep it or contact us to return it for a refund. Please do not refuse delivery, as unpaid packages can cause problems with the goods, etc.
6.4. If the package does not arrive in time, please contact us within 1 month after delivery, we will reply you within 24 hours. Late requests will not be accepted.
6.5. Before returning any item, you must contact us and obtain our written approval. Any unacceptable product will not be refunded. If the returned goods affect the second sale, our company will charge the cost and packing fee.
6.6. To facilitate returns, please retain the original packaging and materials for at least 30 days after receiving the goods. If you require CEAYA to provide the original packaging (if available) for the return, we will charge a fee of up to $ 90 .
For more detailed return policies, please refer to the Return Policy.
7. Bike Performance Disclaimer
The top speed and range of each bicycle listed in the product article are estimates and are not a guarantee of expected performance. Many factors affect bicycle performance, including but not limited to: PAS level, rider weight, cargo weight, terrain type, incline grade, pedal usage, wind conditions, temperature, and tire pressure. Under different conditions, range and top speed may vary from the estimates we list.
Part 3: Limitation of Liability and Important Safety Statement
1. Comply with EBIKE and related laws. You are solely responsible for compliance with any and all laws governing the purchase or use of EBike or other products. We are not responsible for advising you on such laws in relation to the purchase or use of electric bicycles or other products in your or any other jurisdiction. You(and only you) are responsible for complying with any and all requirements, including but not limited to those related to registering for an EBike, riding an EBike license, purchasing insurance, or wearing a helmet. For your own safety, we recommend that you always wear a helmet when riding any electric bike.
2. CEAYA HIGHLY recommends that all customers have their bikes examined and tested by a certified bicycle mechanic before the first ride. A full inspection of each component on the bike will help ensure that the bicycle is safe to ride. CEAYA makes no guarantees that the brakes, shifters, motor, stem, rims, spokes, derailleur, fork, or any other component on the bike will be properly secured and adjusted upon arrival.
Before every ride, fully inspect the bike to ensure that all parts are adjusted and secured properly.
3. In no event shall CEAYA be liable for any incidental, indirect, special or consequential damages or liabilities (including but not limited to loss of time, inconvenience, loss of use of the product or any other indirect or incidental damage).
4. Accessories sold on ceayabikes.com are not covered under warranty.
5. Please take the necessary precautions to ensure that the bicycle and battery are not exposed to harsh weather conditions. Exposure to very humid, hot or cold conditions may void the warranty.
6.We will provide a replacement or repair after-sales service plan for any parts that are considered damaged during transportation. Shipping damage must be reported to CEAYA within 7 days of the arrival of the shipment. This applies to all products, including bikes and accessories.
7.Most warranty parts shipment schedules will be completed within 2-5 business days after the customer service representative submits the shipment request. Warranty accessories are sent by international express or logistics according to the size of the accessories. Warranty parts will not be expedited, so shipping times may differ from when the product was purchased.
8.Please note that CEAYA will not replace any parts without viewing photos or videos of damaged products. Clients need to provide us with evidence via email.
9. We are not liable for any damages, liabilities, or compliance issues arising from your or a third party's use of our customized accessories for illegal modifications, unauthorized purposes, or integration with incompatible components. Product malfunctions caused by such modifications are also not covered under any warranty.
10. Note: Electric bicycles may not be sold to minors under the age of 18. Minors must be accompanied by a parent or adult when riding.
11. Stolen bicycles are not covered under warranty. We recommend that you purchase high-quality locks to protect your bicycle from theft.
12.In the event that a replacement part needs to be sent under warranty, CEAYA may require that the failed part be sent back to our facility, at CEAYA's discretion. The failed part must arrive at the CEAYA facility before a replacement part can be sent. CEAYA will provide a prepaid return label for the return and replacement of the failed part, as authorized by CEAYA. If a prepaid return label is issued for the customer, prompt (10 day) return of the failed part is required, unless previously discussed with CEAYA.
Upon receipt of the failed/returned part, it will be inspected for shipping damage. CEAYA reserves the right to request payment if part damage exceeds part testing limits. Failure to comply with the terms listed in this section may result in denial of service, voiding of warranty, and/or permanent cancellation of the order.
13 This warranty is solely provided to the original purchaser of the product and is not transferable to subsequent purchasers.
14. CEAYA will repair or replace the product free of charge, using new or refurbished replacement parts at our sole discretion. Alternatives may be different, but function the same.
15 This statement constitutes CEAYA's complete warranty statement for standard order products. No other representations of any kind made by any other person shall constitute any warranty against the products.
16. To the maximum extent permitted by law, CEAYA's liability under this warranty shall not exceed the original purchase price of the product, and in no event shall CEAYA be liable for incidental or consequential damages or losses. This limitation does not exclude liability for death or personal injury caused by CEAYA's negligence.
17. To the extent permitted by applicable law, CEAYA hereby disclaims all implied warranties, including but not limited to warranties of merchantability and fitness for a particular purpose, during this express limited warranty period.
18. Some states, provinces, or countries do not allow the exclusion or limitation of incidental or consequential damages or warranties, therefore the above limitations or exclusions may not apply. If a court of competent jurisdiction finds that any provision of these warranty terms is inapplicable, all other provisions shall remain in full force and effect.
Part 4 Change Notice
We reserve the right to update these after-sales terms at any time. The updated terms will be posted on our website and will only apply to purchases made after the date of posting.
Part 5 Customer Relations
Customer satisfaction is one of our highest priorities at CEAYA. We work extremely hard to ensure that all of our customers are satisfied with their purchases. Situations and circumstances may arise in which a mutually agreeable solution is not possible.
We understand that when contacting our customer service representatives or mechanics (via support ticket), an issue has arised and a solution is needed. We will work with you to ensure that the issue is resolved in the most timely manner. Inasmuch as we would like to help you, we do require your assistance, cooperation, and patience in trying to resolve the issue. We strive to provide a respectful and kind customer service experience, and expect the same kindness and respect in return.
Rude, vulgar, or threatening language directed at our staff or customer service representatives will not be tolerated. If this unfortunate situation is to arise, a warning will be issued. If rude, vulgar, or threatening behavior persists, CEAYA reserves the right to refuse service, void warranties, issue refunds and/or cancel orders permanently. We sincerely hope to avoid these kinds of relations if possible.
Part 6 Contact Us:
For warranty support, or any questions regarding after-sales service or warranty, please contact us through our customer service channels :
Channel 1 - Email: buyer-support@ceayabikes.com
Channel 2 - Contact Page: Contact Us
Channel 3 - Chat button in the bottom right corner of the website www.ceayabikes.com
Updated: 12/2025
