WARRANTY AND RETURNS
At fluidfreeride.com we always strive to deliver on expectations and create a great customer experience. We will never knowingly make misrepresentations about the products we sell and will always work with you to resolve any issues to your satisfaction.
Unused products may be returned within 15 days of delivery - no questions asked. Prior to returning the product, you must contact us at email@example.com to obtain a return authorization. The product must be unused, and in its original packaging and condition. A refund to your original payment method will be processed within 3 business days after receiving the returned product. Buyer pays for shipping costs for the return shipment. We cover the outgoing shipping of your original order.
We do not accept returns of used products or we may charge a restocking fee on returned items, if the scooter has been used / does not come back in resalable condition.
If you would like to exchange your scooter against a different model, contact us and we will see what we can do. Usually return shipping fees have to be paid by the buyer.
Upon request, we are happy to provide you with a return shipping label so you can benefit from our negotiated rates - Shipping charges depend on the scooter model: $50 (Cityrider), $75 (WideWheel, Horizon), $100 (Mantis), $150 (Wolf Warrior). We will deduct this from your refund.
Our warranty covers electric scooters against manufacturing defects for 180 days from date of delivery,
During this timeframe, fluidfreeride will repair your electric scooter and cover all associated parts cost and labor. We ship parts for free for self repair at home or refer customers to one of our service partners across the US.
We may choose to address major defects identified during the first 30 days of receiving the scooter by sending you a new replacement.
Unless there is a manufacturing defect identified within the first 30 days after delivery, buyers are responsible for shipping cost when sending a scooter to our service center for repairs. This is rare as most repairs can be performed at home with our guidance.
To start a warranty claim, please see 'Processing warranty claims' further below.
The following parts and damages are not included as part of the warranty:
Consumables like brake pads, tires, tubes and regular regular wear and tear of all parts.
Damages, malfunctions, or performance problems caused by collision, fire, accident, environmental conditions (including acid rain, volcanic ash, sea salt, bird droppings, hail or UV exposure), overloading, lack of routine care and maintenance, and/or other misuse not in line with the scooter's intended purpose.
The following events or activities will void the warranty:
All our batteries are produced by reputable manufacturers like LG or Samsung. In some cases we accept a battery from a Chinese manufacturer if it has undergone safety and performance testing by a third party lab like TUV.
Lithium-ion batteries in the sizes we sell typically have a lifespan of 400-700 charging cycles until capacity hits 80%. Due to the chemistry inherent in the batteries, it is normal that capacity and resulting range of the battery will reduce throughout its lifetime.
There is a lot of technical information on how to prolong battery lifespan - for all the details, have a look at this article.
The most straight forward tips are as follows:
Li-ion batteries will slowly discharge over time. Don't let your battery run completely empty. If you are storing your scooter for a long time, we recommend checking the charge every 3 months and re-charging id necessary.
You must first send us an email to firstname.lastname@example.org including description and pictures or video of the issue.
In most cases we will be able to diagnose the problem and send you a spare part free of charge for self repair at home. For more complicated cases we may refer you to one of our service partners across the US. If your scooter needs to be returned to our repair center, we may ask you to pay for shipping it back to us.
If your scooter is dead on arrival (as can happen with electric vehicles in rare cases independent of battery quality), you can exchange your scooter free of charge and we pay for return shipping.
If you need a repair or parts not covered by our warranty, please let us know. We will try to help - usually we can diagnose the problem and send you a replacement part for a fee. If your scooter needs to be repaired at one of our service partners or sent to our repair center we will work with you to keep cost and effort to a minimum.