Warranty Policy

What the KEWELO Limited Warranty covers, what it excludes, how to submit a claim, and how approved claims may be resolved.

  • Warranty period 12 months from delivery, unless a product page states otherwise
  • Who is covered Original purchaser, with proof of purchase
  • What it covers Defects in materials or workmanship
  • What it excludes Wear, accidents, water, modifications

How a warranty claim works

  1. ContactSupport before any repair
  2. DocumentModel, serial, photographs
  3. EvaluationEach claim assessed individually
  4. ResolutionRemedy depends on the defect

KEWELO 1-Year Limited Warranty

KEWELO stands behind the products we sell and is committed to providing dependable after-sales support.

This Limited Warranty explains the warranty coverage available for eligible products purchased directly from KEWELO.com, including what is covered, what is excluded, how to submit a warranty claim, and how approved claims may be resolved.

KEWELO is operated by NEO BIKE LLC.

1. Warranty Period

Unless a different warranty period is clearly stated on the applicable product page, eligible products purchased directly from KEWELO include a:

1-Year Limited Warranty

The warranty period begins on the original delivery date and continues for 12 months.

This warranty applies to eligible defects in materials or workmanship occurring during normal use and within the applicable warranty period.

Some products may also carry additional or longer manufacturer-specific warranty coverage. Where applicable, those terms may supplement the KEWELO Limited Warranty.

2. Who Is Covered

This Limited Warranty applies to the original retail purchaser of an eligible product purchased directly through KEWELO.com.

Proof of purchase is required for warranty service.

Acceptable proof may include:

  • KEWELO order number

  • Order confirmation

  • Purchase receipt

  • Invoice

  • Other reasonable proof of purchase accepted by KEWELO

Warranty coverage is generally not transferable to subsequent owners unless required by applicable law or expressly stated otherwise.

3. What Is Covered

During the applicable warranty period, KEWELO provides limited warranty coverage for eligible manufacturing defects affecting components such as:

  • Frame

  • Motor

  • Battery

  • Controller

  • Display

  • Throttle

  • Charger

  • Wiring harness

  • Electrical sensors

  • Front suspension fork

  • Eligible mechanical components

  • Other original components supplied with the product

Coverage applies to defects in materials or workmanship under normal intended use.

A product requiring routine adjustment, maintenance, or replacement of normal wear items is not, by itself, considered defective.

4. Manufacturer-Specific Warranty Coverage

KEWELO sells products from multiple manufacturers and suppliers.

Certain brands or products may include manufacturer-specific warranty terms that differ from or provide additional coverage beyond this Limited Warranty.

Where applicable, KEWELO may assist the customer in coordinating warranty service with the manufacturer or authorized supplier.

If a product page expressly identifies different or additional warranty coverage for a particular product, the product-specific terms apply to that additional coverage.

Nothing in this section reduces the rights available to customers under applicable law.

5. What Is Not Covered

This Limited Warranty does not cover damage, deterioration, or failure resulting from circumstances other than an eligible defect in materials or workmanship.

Examples include:

  • Normal wear and tear

  • Improper assembly

  • Improper installation

  • Improper maintenance

  • Improper storage

  • Improper charging

  • Use of an incompatible or unauthorized charger

  • Accidents or collisions

  • Falls or impact damage

  • Abuse or misuse

  • Negligence

  • Unauthorized repairs

  • Unauthorized modifications

  • Electrical modifications

  • Speed-limiter removal or modification

  • Installation of incompatible aftermarket components

  • Water intrusion or submersion

  • Pressure washing

  • Fire or flood damage

  • Damage caused by extreme environmental conditions

  • Damage caused during improper transportation

  • Cosmetic damage resulting from use

  • Damage caused by failure to follow the manufacturer's instructions

Warranty coverage applies only to eligible defects and is not an insurance policy against accidental damage or ordinary deterioration.

6. Normal Wear Items

Components that naturally wear through ordinary use are generally not covered unless a manufacturing defect existed at delivery.

Wear items may include:

  • Tires

  • Inner tubes

  • Brake pads

  • Brake rotors

  • Brake cables

  • Shift cables

  • Chains

  • Cassettes

  • Freewheels

  • Chainrings

  • Pedals

  • Grips

  • Bearings

  • Spokes

  • Rims damaged by impact or riding conditions

  • Seats and upholstery

  • Rubber seals

  • Cosmetic finishes

  • Decals

Normal replacement of consumable components remains the customer's responsibility.

7. Battery Warranty

Eligible original batteries are covered against qualifying defects in materials or workmanship during the applicable warranty period.

Lithium-ion batteries naturally experience gradual capacity reduction through age, charging cycles, temperature, storage conditions, and normal use.

Normal reduction in battery capacity over time is not considered a manufacturing defect.

Battery coverage does not apply to damage resulting from:

  • Improper charging

  • Use of an unauthorized or incompatible charger

  • Improper storage

  • Prolonged storage in a deeply discharged state

  • Physical impact

  • Water intrusion

  • Fire

  • Extreme heat

  • Freezing or inappropriate storage conditions

  • Opening or disassembling the battery

  • Battery modification

  • Electrical modification

  • Improper transportation or handling

Customers should follow the battery charging and storage instructions supplied with their product.

8. Water & Moisture Damage

Water-resistance levels vary between products.

Unless a product is expressly certified and described otherwise, references to water resistance should not be interpreted as meaning that a product is waterproof.

Warranty coverage does not extend to damage caused by:

  • Submersion

  • Flooding

  • Riding through deep water

  • Pressure washing

  • Water entering electrical components

  • Improper cleaning

  • Improper outdoor storage or exposure

Customers should follow the manufacturer's instructions concerning water exposure, cleaning, and storage.

9. Accidents & Impact Damage

Damage caused by external forces is not considered a manufacturing defect.

This includes damage resulting from:

  • Rider accidents

  • Vehicle collisions

  • Falls

  • Crashes

  • Impacts

  • Improper loading

  • Improper transportation

  • Improper storage

If an accident may have affected the structural or electrical integrity of an electric mobility product, customers should discontinue use until the product has been appropriately evaluated.

10. Unauthorized Modifications

Modifications may affect warranty eligibility when they cause, contribute to, or prevent proper evaluation of the reported problem.

Examples include:

  • Controller modifications

  • Motor modifications

  • Battery modifications

  • Electrical rewiring

  • Software or firmware modifications

  • Speed-limiter removal or modification

  • Structural frame modifications

  • Installation of incompatible electrical components

Customers should contact KEWELO before modifying or replacing a component involved in an active warranty claim.

11. Commercial, Rental & Abnormal Use

Unless expressly stated otherwise on the applicable product page or agreed to in writing, this Limited Warranty is intended for normal consumer use.

Coverage may not apply to failures caused by use in:

  • Rental fleets

  • Shared mobility programs

  • Competitive racing

  • Industrial applications

  • Other applications substantially outside the product's intended use

Commercial use does not automatically establish that a defect is excluded; warranty eligibility depends on the cause of the reported failure and any applicable product-specific terms.

12. Shipping Damage

Damage occurring during transportation to the customer is handled as a shipping issue, rather than as a standard warranty claim.

If a product arrives visibly damaged:

  • Keep the original packaging.

  • Keep the shipping carton and protective materials.

  • Photograph the exterior packaging.

  • Photograph the shipping label.

  • Photograph the damaged area.

  • Contact KEWELO promptly.

  • Avoid assembling or using a significantly damaged product until instructed otherwise.

KEWELO will review the documentation and coordinate with the applicable warehouse, carrier, manufacturer, or supplier as appropriate.

13. How to Submit a Warranty Claim

Before arranging repairs or returning a product, contact KEWELO Customer Support.

Please provide:

  • Order number

  • Customer name

  • Product model

  • Description of the issue

  • Serial number, where applicable

  • Clear photographs of the affected component

  • Video demonstrating the issue, when reasonably necessary

Depending on the issue, we may also request diagnostic information or reasonable troubleshooting steps.

Do not ship an electric bike, electric scooter, battery, or component to KEWELO without receiving return instructions first.

14. Warranty Evaluation

Every warranty claim is evaluated individually.

To determine whether a reported issue qualifies for warranty coverage, KEWELO or the applicable manufacturer or supplier may consider:

  • Proof of purchase

  • Product model

  • Serial number

  • Photographs

  • Video evidence

  • Diagnostic information

  • Product condition

  • Troubleshooting results

  • Maintenance history where relevant

  • Manufacturer recommendations

We may request additional information where reasonably necessary to diagnose the problem.

Incomplete information may delay the evaluation of a claim.

15. Warranty Resolution

If a claim is approved, the appropriate remedy will depend on the nature of the defect, product condition, parts availability, manufacturer procedures, and applicable law.

An approved resolution may include:

  • Troubleshooting assistance

  • Replacement component

  • Replacement part

  • Repair instructions

  • Authorized repair

  • Product replacement

  • Comparable replacement product

  • Partial refund

  • Full refund where appropriate

KEWELO will determine an appropriate remedy based on the circumstances of the claim, subject to applicable law.

A warranty claim does not automatically entitle the customer to a full product replacement or refund where the defect can reasonably be resolved through another appropriate remedy.

16. Replacement Parts

Replacement components provided under warranty may be new or functionally equivalent replacement components where permitted by applicable law.

Unless otherwise required by law or expressly stated in writing, a replacement component remains covered for the remainder of the original product warranty period.

Providing a replacement component does not restart the original 12-month product warranty period.

17. Labor Costs

Unless specifically approved by KEWELO in advance or required by applicable law, third-party labor charges are not automatically covered under this Limited Warranty.

This may include costs associated with:

  • Diagnosis

  • Assembly

  • Disassembly

  • Installation

  • Adjustment

  • Repair performed by an independent shop

Customers should obtain written authorization from KEWELO before incurring third-party repair expenses if they expect reimbursement.

Unauthorized third-party repair expenses may not be reimbursed.

18. Warranty Shipping Costs

Shipping arrangements for approved warranty claims depend on the nature of the problem, the component involved, applicable manufacturer procedures, and applicable law.

KEWELO will provide instructions when a product or component must be returned.

Customers should not independently ship lithium-ion batteries that are damaged, swollen, leaking, punctured, or otherwise potentially unsafe.

Lithium-ion batteries are subject to special transportation requirements.

Contact KEWELO first for instructions.

19. Customer Responsibilities

To help maintain product safety and warranty eligibility, customers should:

  • Follow the manufacturer's assembly instructions.

  • Read and follow the product manual.

  • Perform normal maintenance.

  • Keep tires properly inflated.

  • Maintain brakes and drivetrain components.

  • Use the supplied or approved charger.

  • Charge and store the battery appropriately.

  • Protect electrical components from inappropriate water exposure.

  • Inspect the product periodically.

  • Stop using the product if a potentially unsafe condition develops.

  • Contact KEWELO before performing modifications related to a warranty issue.

Routine maintenance remains the customer's responsibility.

20. Product Performance

Published specifications such as estimated range, maximum speed, battery runtime, hill-climbing capability, and similar performance figures may depend on testing conditions established by the manufacturer.

Actual performance can vary based on factors including:

  • Rider weight

  • Cargo weight

  • Terrain

  • Incline

  • Temperature

  • Wind

  • Tire pressure

  • Battery condition

  • Battery charge level

  • Riding mode

  • Speed

  • Stop-and-go riding

  • Maintenance condition

Normal differences resulting from operating conditions do not necessarily constitute a manufacturing defect.

21. Returns vs. Warranty Claims

The KEWELO Return and Refund Policy governs eligible returns made during the applicable return period.

This Limited Warranty addresses eligible defects in materials or workmanship.

A warranty claim does not automatically create a right to return a used product for a refund.

Likewise, expiration of the return period does not eliminate otherwise valid warranty coverage during the applicable warranty period.

22. Limitation of Warranty

To the fullest extent permitted by applicable law, this Limited Warranty applies to eligible defects in materials and workmanship as described above.

Any implied warranties that cannot legally be excluded are limited only to the extent permitted by applicable law.

Some states do not allow certain exclusions or limitations of implied warranties, so some limitations may not apply to you.

This Limited Warranty gives you specific legal rights, and you may also have other rights that vary from state to state.

23. Limitation of Liability

To the fullest extent permitted by applicable law, NEO BIKE LLC shall not be liable under this Limited Warranty for indirect, incidental, special, or consequential damages resulting from a covered product failure.

Nothing in this Limited Warranty excludes or limits liability or consumer rights that cannot lawfully be excluded or limited.

24. Fraudulent Warranty Claims

KEWELO may take reasonable steps to verify warranty claims and prevent fraud.

This may include requesting:

  • Proof of purchase

  • Serial numbers

  • Photographs

  • Video evidence

  • Diagnostic information

  • Return of an allegedly defective component where safe and appropriate

Intentionally submitting false information, altered serial numbers, substituted products, or fraudulent documentation may result in denial of the claim where permitted by law.

25. Contact KEWELO

For warranty assistance, technical support, or questions about this Limited Warranty, contact:

KEWELO
Operated by NEO BIKE LLC

Email: support@kewelo.com
Phone: +1 (917) 672-8586

Mailing Address:
30 N South Gould Street, STE N
Sheridan, WY 82801
United States

Important: This mailing address should not be used for product returns unless KEWELO Customer Support specifically instructs you to ship a product there. Return and warranty service locations may vary depending on the product and fulfillment source.