Skip to content

Only certified brands

0% Finance Available

Full UK warranty

UK's best prices

Free delivery on everything

Cycle Schemes available

Warranty

Your Warranty

Last updated 3rd May 2024

Your purchase of any e-bike and e-scooter includes a warranty against original defects in material and workmanship from the date you physically receive your e-bike/e-scooter. This also consists of any recall repairs from the manufacturer.

This covers the cost of labour and parts required to maintain your e-bike or e-scooter in proper working order for the warranty period.

E-SCOOTERS

3 months / 200kms comprehensive 

E-BIKES

3/6 months on the battery and components
12 months on the bike frame against cracking due to a manufacturing defect
(Check warranty length on bike product description)


Making a Claim:

To make a warranty claim, please ensure you are aware of the limited warranty time frame. Any claim will need to be reported to our Customer Service team at help@moose.co with your name, order number, and a brief description of the issue and must include an image/video of the defect. Customers are requested to provide this to ensure our claims are swiftly resolved.

One reported, your warranty claim will be validated through our mechanics. It is the sole discretion of our mechanics to determine whether the core components or product are defective and if they are covered under warranty.

Moose has the right to repair or replace the defective component. Failing that, a replacement unit in a similar condition will be sent free of charge. Customers are only entitled to a refund if the original product is deemed unrepairable and a similar item cannot be found as a substitute.

What Your Warranty Doesn't Cover

• Damage associated with professional and hire use.
• If water ingress has entered the display due to Waterproof VCU button being removed (Pure E-Scooters)
• Negligence and use of the electrical item in wet conditions or where moisture has been allowed to sit on the product, resulting in rust/corrosion.
• The part submitted for repair or maintenance demonstrates signs of misuse or handling contrary to the instructions set out in this manual.

• The requested work is to repair consumable items as below:

  • Bearings
  • Brake Cables
  • Brake Pads
  • Cassette
  • Chain or Belt
  • Chainring
  • Chargers (only covered with the first 30 days of purchase)
  • Freewheel
  • Handlebar Grips
  • Inner Tubes
  • Tyres
• The requested work is to repair normal wear and tear, surface or cosmetic damage.
• The requested work is to repair normal wear and tear, surface or cosmetic damage.
• The submitted repair work is needed due to the e-bike/e-scooter having been involved in an accident or reckless/intentional damage.

The opening, disassembly or modification of the e-bike/e-scooter with non-licensed or non-official parts or accessories, and/or by a non-qualified person will lead to the warranty becoming invalid.

Warranty Shipping Costs

Moose will cover shipping costs (Mainland Only). However, if, after inspection, the issue is not deemed to be covered, the customer will be invoiced for any shipping and repair costs.

 

Returning Your Item for Warranty

You must ensure that the item is returned to us safely and securely. It is your responsibility, and Moose cannot be held responsible for any damage caused during posting. If you are not using one of our services above, we suggest a recorded postal/courier service.
• You can use packaging that will keep the e-bike/e-scooter safe and damage-free during transit. If we deem the packaging unsuitable, we will charge a replacement box fee for the journey home.
• If you do not have the original box, a replacement box can be purchased from us at a fee. (E-scooter £15, E-bike £30)
• Once your e-bike/e-scooter has arrived at our facilities, our in-house technicians will start the assessment process. This process can take up to 7 working days to complete.
• We will then notify you with a mechanics report. You are entitled to a repair or replacement based on their final assessment.

 


If your e-bike/e-scooter requires a repair covered under warranty, email us at help@moose.co and our Customer Service team will be on hand to help.

It remains the sole discretion of Moose to determine whether the core component or product is defective and if our warranty covers them.

Trade Up Limited t/a Moose shall not be liable for any financial losses, physical injuries, accidents, level disputes and other interest conflicts resulting from actions that violate the user manual/instructions.