Warranty Policy

AOTOS WARRANTY AND REPLACEMENT POLICY

1. All brand-new AOTOS products are covered under our limited manufacturer's warranty for the original owner, protecting against all manufacturing defects.

Main Parts (1-Year Warranty)

Attachments (6-Months Warranty)

Wearing Parts (3-Months Warranty)

2. The warranty is automatically registered when you order and receive the product from our online shop. Please note that the warranty applies to the initial purchaser only.

3. For orders that are fully refunded as a result of a dispute, the customer's electric luggage will no longer be eligible for any services provided by AOTOS.

1.Warranty Target Audience

Manufacturer’s warranty is non-transferable and is limited to the original purchaser only. Manufacturer warranty applies to products purchased through an authorized AOTOS retailer. Purchases made from private sellers, online auction sites, including eBay, liquidators, sold “as-is” or “final sale” or from clearance or going-out-of-business sales, are not covered by warranty. The warranty period starts on date of purchase, not date of first use. Should a warranty claim be needed a copy of your receipt will be required to prove date of purchase. 

 

2.Free Warranty Coverage

During the warranty period, if a product failure is confirmed by AOTOS or an authorized service provider to be caused by a manufacturing defect or a non-user-related issue, customers may contact AOTOS at support@aotos.com, an authorized service center, or the original retailer to request free warranty service.

Warranty services may include:

  • Replacement of defective parts

  • Repair services

  • Technical support

 

3.Out-of-Warranty Service Policy

After the warranty period expires, customers may still contact AOTOS for repair services. However, customers will be responsible for all applicable costs, including:

  • Replacement part costs

  • Shipping and handling fees

  • Any additional repair-related charges

For specific pricing information, please contact the original purchase channel or AOTOS customer support.

Warranty for Separately Purchased Accessories

Separately purchased accessories, including but not limited to batteries, chargers, and tire pressure sensors, are covered under their own individual warranty policies.

Accessory warranties are not covered under this vehicle warranty policy.

For detailed warranty information regarding individual accessories, please contact AOTOS or an authorized service provider.

Warranty Exclusions

The following products are not eligible for free warranty service:

  • Used vehicles purchased from unauthorized sources

  • Modified or altered vehicles

Customers must retain the original purchase receipt, invoice, or valid electronic proof of purchase as required documentation for warranty claims.

Items Not Covered Under Warranty

AOTOS reserves the right to deny free warranty service under the following circumstances:

  1. The product is outside the applicable warranty period;

  2. Damage is caused by improper use, maintenance, storage, or installation, including but not limited to:

    • Failure to follow the instructions provided in the product manual;

    • Water damage, corrosion, or other damage caused by improper handling;

  3. Normal wear and tear resulting from regular use of the product (see the Wear and Tear Parts List below);

  4. Damage or failure caused by riding above the factory-set speed limit after removal or modification of the original speed restriction;

  5. Damage caused by events beyond reasonable control, including but not limited to:

    • Floods

    • Fires

    • Earthquakes

    • Lightning strikes

  6. Products that have been:

    • Disassembled without authorization;

    • Modified, altered, or repaired by unauthorized personnel;

    • Had certification labels, serial numbers, or product identification marks altered or removed;

  7. Damage caused by using a non-original or unauthorized charger to charge the battery;

  8. Warranty claims submitted without a valid purchase receipt, invoice, or proof of purchase;

  9. Products used for commercial purposes, including but not limited to:

    • Food delivery services;

    • Rental or shared mobility programs;

  10. Damage caused by accidents, misuse, abuse, negligence, or other user-related causes.

Wear and Tear Parts List

Parts that naturally wear out during normal riding are not covered under free warranty service, except for Dead on Arrival (DOA) cases confirmed immediately after delivery.

Wear and tear parts include but are not limited to:

1. Brake System

  • Brake pads

  • Brake cables

  • Brake caliper pads

2. Drivetrain System

  • Freewheel / cassette

  • Chainring

  • Chain

3. Exterior and Structural Components

  • Spokes

  • Rubber grips

  • Plastic kickstand

  • Bearings

  • Screws and fasteners

  • Cable housing

  • Rim tape

4. Other Consumable Components

Any other parts that are considered consumable or subject to normal wear and tear.

 

Shipping Damage Claims

In rare instances, the item received may be damaged during transportation. If shipping damage occurs, please contact support@aotos.com and provide us with photo or video proof.

Repair Service

For repair services, AOTOS will only provide free replacement parts.

All free accessories will not participate in the replacement or compensation if they cause scratches during transportation.

 

Limitation of Damages

Except to the extent prohibited by applicable law, AOTOS shall not be liable for any incidental, indirect, special, or consequential damages, including but not limited to loss of profits, revenue or data, resulting from any breach of express or implied warranty or condition, or under any other legal theory, even when AOTOS has been advised of the possibility of such damages. Some jurisdictions do not allow the exclusion or limitation of special, indirect, incidental or consequential damages, so the above limitation or exclusion may not apply to you.

 

4.Warranty Claim Process

1. Submit a Warranty Claim

Customers may submit a warranty request through:

  • AOTOS customer support email: support@aotos.com

  • Authorized service channels

  • AOTOS mobile application (if applicable)

Customers must provide:

  • Product serial number (SN)

  • Proof of purchase

  • Detailed description of the issue

  • Photos or videos of the problem, if requested

2. Inspection and Evaluation

After receiving the warranty request, AOTOS’ customer service team will perform an initial remote diagnosis.

If necessary, customers may be required to ship the defective component or the entire vehicle to an AOTOS-designated service center for further inspection.

3. Repair and Resolution

  • If the issue is confirmed to be covered under warranty, AOTOS will provide free repair services or replace the defective parts at no cost to the customer.

  • If the issue is determined to be outside the warranty scope, AOTOS will provide a repair estimate. Repairs will only proceed after receiving customer approval.

4. Return of Repaired Product

Once repairs are completed, AOTOS will notify the customer.

Customers may choose to:

  • Pick up the repaired product or component from the designated location; or

  • Receive the repaired product or component through AOTOS-approved shipping arrangements.

AOTOS reserves the right to interpret and update this warranty policy as necessary. Warranty coverage may vary depending on applicable laws, purchase location, and authorized sales channels.