POLICY FOR WARRANTIES AND REPLACEMENTS
Each Perraro bike comes with a two-year limited manufacturer's warranty against manufacturing defects. Please note that we do not provide warranty service for free accessories.
DURATION OF WARRANTY AND TERMS FOR TARGET AUDIENCE
The customer must register the warranty for orders and deliveries made through our online shop. This warranty is valid only for the initial purchaser and is not transferable.
PRODUCT COVERAGE
Perraro's warranty covers the replacement of any defective or damaged components (including damage caused by shipping) that were not the user's fault for the listed products:
Frame
All Perraro ebikes come with a two-year frame replacement warranty. Perraro's warranty only covers replacement frames. Labor charges for parts transferred to new frames are not included. Each frame is tested by an authorized service representative to ensure compliance with replacement standards.
Perraro reserves the right to replace a frame using scratch and dent stock. If a specific style or color becomes unavailable, Perraro will substitute a frame with a similar style or color.
The warranty does not cover:
- Corrosion-related problems
- Damage to the paint, including fading, scratches, and impacts
- Impact-related damage
- Irreversible material changes such as drilling or welding
- Frames fitted with chain guards, when applicable
Batteries
Perraro batteries come with a one-year prorated warranty. If a battery is defective, it will be repaired or replaced at no cost to the customer within the first 7 days of purchase. After 7 days, the customer is responsible for the shipping fee. Regardless of whether a battery is repaired or replaced, the one-year warranty period remains unchanged. Please note, we are unable to provide cash reimbursements.
Only Perraro is qualified to assess batteries and identify defective ones.
The following actions or situations are not covered by this Limited Warranty:
- Accidents, misuse, abnormal use, and improper storage causing defective or damaged products (activities such as stunt riding, racing, or other activities unrelated to the intended use of the products are not covered), storing the product incorrectly, exposing it to liquids, chemicals, humidity, abrasives, dust, or sand, neglect, or subjecting it to abnormal electrical, mechanical, or physical pressure.
- A modification made by a third party resulting in defects or damage.
- External damage such as scratches, dents, and cosmetic defects not caused by Perraro.
- Products with defaced, damaged, altered, or illegible serial numbers and barcodes.
- Wear and tear due to ordinary use.
- Damage to the products due to the use of accessories, products, or peripheral equipment not supplied or authorized by Perraro.
- Failure to assemble, test, operate, maintain, install, service, repair, or adjust the Products in accordance with the Assembly Instructions or Owner's Manual resulting in product defects or damage.
- Damage that results from external causes such as collisions, fires, floods, windstorms, lightning, earthquakes, theft, blown fuses, or incorrect use of electric power.
In particular, this Limited Warranty does not cover battery defects caused by:
- Using a charger that is not designed to be compatible with the battery.
- Incorrect use of a battery charger.
- A tampered or broken battery seal.
- Use of a battery in equipment other than the bike for which it was designed.
The Components and Parts of the System
Original Perraro parts and components are covered by a two-year limited warranty. If a replacement is requested after 15 days of receiving the bike under warranty, shipping costs will apply.
This Limited Warranty excludes:
- Parts that have corroded due to environmental factors such as humidity and heat.
- Damage or deterioration to the product's aesthetics, finish, or appearance.
- Frames, forks, handlebars, seat posts, saddles, brakes, lights, cranksets, pedals, rims, wheel hubs, freewheels, cassettes, derailleurs, shifters, motors, throttles, controllers, wiring harnesses, LCD, kickstands, reflectors, and hardware which are only covered by a one-week warranty after receipt. If a part is damaged during use after seven days, the customer is responsible for the damage.
- Costs associated with replacing or changing a part.
- Defects or damage caused by an accident, abuse, misuse, abnormal usage (any act incompatible with the intended use of the product such as stunt riding, racing, or any other activity), improper storage, chemical or moisture exposure, abrasion, sand, or dirt exposure, neglect, or excessive physical, electrical, or electromechanical stress.
- Exterior scratches, dents, or cosmetic repairs not caused by Perraro.
- Products that have been defaced, damaged, altered, or in any way that renders the serial number or barcode illegible.
- Damage or defects to products due to the use of accessories, products, or ancillary devices not provided by Perraro.
- Failure to follow the assembly instructions or owner's manual when assembling, testing, operating, maintaining, installing, servicing, repairing, or adjusting a product.
- Damage caused by a range of external factors, including collisions, fires, flooding, lightning strikes, earthquakes, extreme weather, theft, fuse blowouts, or improper power usage.
- Wear and tear that occurs as a result of normal use and cannot be attributed to defective workmanship or materials. Assessment of wear and tear is possible through Perraro's services. Parts typically not covered include:
- Brake pads
- Spokes
- Rotors
- Chains
- Wheels and tires
- Chain rings
- Crankset
- Cassettes
PROCESS FOR FILING A CLAIM
To make a warranty claim, please contact Perraro at support@perraroelectricbike.com. The warranty request should include a copy of the purchase invoice as well as photos or videos of the damaged item. Before filing a warranty claim, we recommend contacting Perraro at support@perraroelectricbike.com. Your issue may be resolved without needing to file one. Perraro will process any valid warranty claim received within two years of the original date of purchase.
To replace an LCD display, motor, controller, or battery, Perraro requires a deposit. This deposit will be refunded once the replacement parts have been received.
Replacement of any part cannot proceed until a picture or video of the damaged product is first received. It is the customer's responsibility to provide this evidence via email.
IMPORTANT: While Perraro provides free parts and components (excluding shipping costs), the company is not liable for installation fees unless authorized by after-sales support.
Damage Claims for Shipments
Items can occasionally be damaged during shipping. If this happens, please email support@perraroelectricbike.com with a picture or video.
Free accessories that are scratched during transportation will not be replaced or compensated for.
PLEASE NOTE: All claims for shipping damage must be submitted within seven days of receiving the order to be considered valid.
REPAIRS
Perraro only provides free replacement parts. Labor costs incurred