KEWELO Extended Protection lengthens the time during which an eligible product is covered for qualifying defects in materials or workmanship. It is an extension of the KEWELO 1-Year Limited Warranty, not a separate or broader form of cover.
KEWELO is operated by NEO BIKE LLC. These Terms should be read together with the Limited Warranty, which governs what is covered, what is excluded, and how a claim is handled. Where these Terms are silent, the Limited Warranty applies.
1. What Extended Protection Is
Extended Protection adds time. It does not add categories of cover.
A defect that would be eligible under the Limited Warranty in month 6 is eligible under Extended Protection in month 20 or month 30, depending on the plan purchased. A circumstance that is excluded under the Limited Warranty remains excluded for the whole of the extended period.
Extended Protection is not insurance. It does not cover accidental damage, collision, theft, loss, water damage, misuse, or normal wear. Those exclusions are set out in the Limited Warranty and continue to apply.
2. Eligible Products
Extended Protection may be purchased for eligible electric bikes and electric scooters sold directly by KEWELO, where the option is offered on the product page at the time of purchase.
Each plan covers one product, identified by the order, product and variant it was purchased with. A plan cannot be moved to a different product or a different order.
3. Plans and Coverage Periods
The included KEWELO 1-Year Limited Warranty runs for 12 months from the original delivery date. Extended Protection begins when that period ends.
| Plan | Extended period | Total protection from delivery |
|---|---|---|
| Included 1-Year Limited Warranty | Months 0–12 | 12 months |
| 1 Year Extended Protection | Months 13–24 | 24 months |
| 2 Years Extended Protection | Months 13–36 | 36 months |
Extended Protection must be purchased together with the product it covers. Coverage dates are calculated from the original delivery date of that product.
4. What Is Covered
During the extended period, KEWELO covers qualifying defects in materials or workmanship on the covered product, on the same basis as the Limited Warranty.
Original batteries remain covered against qualifying defects. As set out in the Limited Warranty, the gradual reduction in lithium-ion battery capacity through age, charge cycles, temperature and normal use is not a manufacturing defect, and that remains true during the extended period.
5. What Is Not Covered
All exclusions in the Limited Warranty apply throughout the extended period, including normal wear and tear, wear items, improper assembly, installation, maintenance, storage or charging, use of an incompatible charger, accidents, collisions, falls and impact damage, abuse, misuse or negligence, unauthorized repairs or modifications, speed-limiter removal, water intrusion, submersion or pressure washing, fire or flood damage, damage from extreme environmental conditions, damage during improper transportation, and cosmetic damage resulting from use.
Wear items — including tires, tubes, brake pads and rotors, cables, chains, cassettes, chainrings, pedals, grips, bearings, spokes, seats, seals, finishes and decals — are not covered unless a manufacturing defect existed at delivery.
Extended Protection is intended for normal consumer use. Cover may not apply to failures caused by rental fleets, shared mobility programs, competitive racing, industrial applications or other use substantially outside the product's intended purpose.
6. How to Make a Claim
The claim process is the same as under the Limited Warranty. Contact KEWELO Customer Support before arranging any repair or returning a product, and provide your order number, name, product model, a description of the issue, the serial number where applicable, and clear photographs of the affected component. Video may be requested where reasonably necessary.
Do not ship an electric bike, electric scooter, battery or component to KEWELO without receiving return instructions first. Do not independently ship a lithium-ion battery that is damaged, swollen, leaking or punctured; contact KEWELO for instructions.
7. Evaluation and Remedy
Every claim is evaluated individually. An approved remedy may include troubleshooting assistance, a replacement part or component, repair instructions, authorized repair, product replacement, a comparable replacement product, or a partial or full refund where appropriate. KEWELO determines an appropriate remedy based on the circumstances of the claim, subject to applicable law.
A claim does not automatically entitle the customer to replacement or refund where the defect can reasonably be resolved another way.
Replacement components may be new or functionally equivalent where permitted by law. Supplying a replacement component does not restart or extend the protection period.
8. Parts, Labour and Shipping
Third-party labour charges are not automatically covered. Obtain written authorization from KEWELO before incurring third-party repair costs if you expect reimbursement. Shipping arrangements for approved claims depend on the nature of the problem and the component involved; KEWELO will provide instructions when a product or component must be returned.
9. Customer Responsibilities
To keep a product eligible, follow the manufacturer's assembly instructions and manual, perform normal maintenance, keep tires inflated, maintain brakes and drivetrain, use the supplied or approved charger, charge and store the battery appropriately, protect electrical components from inappropriate water exposure, inspect the product periodically, and stop using it if a potentially unsafe condition develops. Routine maintenance remains the customer's responsibility.
10. Geographic Scope
Extended Protection is available for products delivered to addresses within the United States, on the same basis as the Limited Warranty. Service options may vary by location and by product.
11. Cancellation and Refunds
Cancellation and refund eligibility for an Extended Protection plan is subject to KEWELO's applicable Return and Refund Policy, the KEWELO Cancellation Policy or applicable Terms of Service, and any rights required by applicable law.
If a covered product is returned and refunded, the Extended Protection plan purchased with it no longer has a product to cover. Contact KEWELO Customer Support about the plan in that situation.
A claim under this plan does not by itself create a right to return a used product for a refund.
12. Transfer
As with the KEWELO Limited Warranty, coverage applies to the original retail purchaser and proof of purchase is required for service. Coverage is generally not transferable to subsequent owners unless required by applicable law or expressly stated otherwise by KEWELO in writing.
13. Manufacturer Coverage
Some products carry manufacturer-specific warranty terms that differ from or add to KEWELO's cover. Where a product page identifies such terms, they apply to that additional coverage. Extended Protection does not reduce manufacturer coverage, and nothing here reduces rights available under applicable law.
14. Limitations
To the fullest extent permitted by applicable law, Extended Protection applies to eligible defects in materials and workmanship as described above. Implied warranties that cannot lawfully be excluded are limited only to the extent permitted by law. Some states do not allow certain exclusions or limitations, so some may not apply to you. These Terms give you specific legal rights, and you may have other rights that vary from state to state.
To the fullest extent permitted by applicable law, NEO BIKE LLC is not liable for indirect, incidental, special or consequential damages arising from a covered product failure. Nothing here excludes liability or consumer rights that cannot lawfully be excluded.
15. Contact
For questions about Extended Protection or to make a claim:
KEWELO — operated by NEO BIKE LLC
Email: support@kewelo.com
Phone: +1 (917) 672-8586
30 N South Gould Street, STE N, Sheridan, WY 82801, United States
Please do not send returns to this address unless KEWELO Customer Support instructs you to.