VIP Warranty

Introducing our VIP Warranty:

Experience unparalleled peace of mind with our VIP Warranty Program, an exclusive offering designed to provide our valued customers with enhanced coverage and support for their electric bikes. With VIP Warranty, you'll receive prioritized assistance and expedited service to address any issues or concerns with your purchase.

Key benefits of our VIP Warranty Program include:

1. Priority Support: Gain access to dedicated customer service representatives who will assist you promptly and efficiently with any warranty-related inquiries or claims. With US based Product Specialists on hand who can help you right over the phone M-F 9am-5pm EST. 

2. Expedited Resolution: Experience expedited processing and resolution of warranty claims, minimizing downtime and ensuring you can get back to enjoying your electric bike as quickly as possible.

3. Exclusive Offers: Receive exclusive offers and discounts on accessories, parts, and services as a VIP Warranty member, enhancing the value of your ownership experience.

4. Peace of Mind: Rest easy knowing that your electric bike is backed by our VIP Warranty Program, offering comprehensive coverage and support for your continued satisfaction and enjoyment.

We are committed to ensuring our customers' satisfaction and providing reliable support for their electric bikes.

 

What is covered under my VIP warranty? 

Your warranty only starts the day your product arrives at your door.  

During the warranty period, if any non-human damage is discovered, we will promptly send replacement parts free of charge, ensuring that your electric bike remains in top condition without any extra cost to you.

After the warranty period has elapsed, customers are responsible for covering the costs of replacement parts and shipping fees. Rest assured, the e-bikes we offer are factory-new regular products, with all parts identical to the original components, ensuring quality and compatibility with over 90% of the parts stored in US warehouses ready to ship directly to you.   

To streamline the process of addressing accessory-related issues, separately purchased accessories are available at cost price. However, please note that apart from cases of Dead on Arrival (DOA), accessories are not covered under warranty.

It's essential to bear in mind that second-hand e-bikes and modified e-bikes are exempt from warranty coverage. Our aim is to provide transparent and dependable support to all our customers, ensuring a seamless and satisfactory experience with their electric bikes.

Please note that the following conditions do not qualify for warranty coverage:

1. Failure resulting from the user's failure to adhere to the guidelines outlined in the "Instruction Manual" regarding usage, maintenance, and adjustments.
2. Failures stemming from user-initiated disassembly, repair, or modification that contravenes the prescribed rules of use.
3. Failure due to improper usage, storage, or involvement in an accident by the user.
4. Costs incurred from seeking repairs at unauthorized repair shops without prior consent.
5. Minor scratches or damage to the outer packaging caused during the logistics transportation of accessories are not covered under warranty.
6. Prior to returning any item, please ensure to contact us and obtain written approval. Items returned without prior acceptance will not be eligible for a refund.
7. Consumable parts are not covered under warranty. This includes items such as tires, saddles, plastic parts, brakes, brake rotors, brake pads, brake lines, surface scratches, and similar components.

 

Here's how to apply for warranty:

Step 1: Take a picture or short video showcasing the issue you're experiencing.

Step 2: Send a brief description of the problem along with the pictures or videos, your order number, and the platform of purchase to help@backtomodern.com.

Step 3: Our team will promptly diagnose the problem, and if it's evident what's causing the issue, we'll provide you with a solution.

Step 4: In cases where the problem isn't immediately diagnosable, we'll send you troubleshooting files. You'll need to follow our detection method and provide us with corresponding videos or pictures of the issue. Once we receive this information, we'll offer a solution.

Step 5: After verifying your order information and delivery address, we'll proceed to reissue the necessary accessories to you to address the issue.

We're dedicated to resolving any concerns or issues you may encounter with your purchase promptly and efficiently. Should you have any further questions or require assistance, please don't hesitate to reach out to us.

 

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