Purpose
This policy outlines the process by which customers may request a repair or refund under warranty, specifically for confirmed manufacturing-related malfunctions. It exists to ensure fair and transparent warranty practices while protecting Playa eBikes® from misuse or unsupported claims.
Scope
This warranty policy applies exclusively to eBikes purchased directly from Playa eBikes® that are currently within their defined warranty period. It does not apply to rentals, second-hand units, or eBikes purchased through third-party resellers.
Eligibility for Warranty Claims
- Manufacturing Malfunctions Only: Warranty coverage applies only to issues resulting from manufacturing defects in materials or workmanship.
- Exclusions: The following are not covered under warranty:
- Damage from misuse, overloading, improper storage, or riding with more than one person
- Wear and tear including brakes, tires, battery degradation, or scratches
- Exposure to sand, water, dust, flooding, or other extreme environments (e.g., Burning Man)
- Warranty Period: The claim must fall within the warranty period communicated at time of purchase (typically 1 year from purchase for frame/electronics, unless otherwise specified).
Warranty Claim Process
- Step 1: Contact Customer Support
Email or call Playa eBikes® at [Your Customer Support Email/Phone] to initiate your warranty claim. You will be asked to submit:- Date and location of purchase
- Photos or videos showing the malfunction
- Step 2: Return Authorization
If the issue is potentially covered, a Return Authorization Number (RAN) and shipping instructions will be provided.
Inspection & Resolution Process
- Inspection: Upon receipt, a Playa eBikes® technician will inspect the unit to determine the cause of the malfunction.
- Warranty Approval: If a manufacturing defect is confirmed:
- The item will be repaired and returned at no charge OR
- A refund or replacement will be issued, based on the original purchase price (minus shipping and usage deductions if applicable).
- Non-Warranty Issues: If the issue is not covered, the customer will be responsible for return shipping or repair costs. Playa eBikes® will notify the customer with an estimate before proceeding.
Customer Responsibilities
- Return Shipping: Customers are responsible for securely packaging and shipping the unit to our facility for inspection. Shipping costs are reimbursed only if the claim is approved.
- Timely Submission: Claims must be submitted within the warranty period. Late submissions may be rejected.
- Proper Use and Maintenance: Customers must have followed the usage guidelines in the original Purchase Agreement for eligibility.
Warranty Claim Form
Please include this form and photographic documentation with your email or shipment.
Name: ______________________________
Date of Purchase: ______________________________
Reason for Warranty Claim: ______________________________
Link to Photos/Videos: ______________________________
Best Contact Method: ______________________________
Additional Notes: ______________________________
Policy Review & Compliance
This warranty policy is reviewed periodically to remain in compliance with federal and state regulations. Playa eBikes® reserves the right to deny any claim that does not meet the eligibility or documentation requirements listed above.
Acknowledgment
By signing below, the customer confirms that they have read and understand the Playa eBikes® Warranty Policy and agree to abide by its requirements and limitations. They acknowledge that submission of a claim does not guarantee approval, and that all decisions by Playa eBikes® regarding inspection, repair, or refund are final.
Customer Signature: ____________________________ Date: ____________
Company Representative: ____________________________ Date: ____________