Warranty Policy
RetroEase strongly recommends that all customers have their bicycle inspected and tested by a certified bicycle mechanic before their first ride. A thorough inspection of each bicycle component ensures that the bicycle is safe to ride. Bicycles may arrive with bent or improperly adjusted components. RetroEase does not guarantee that components such as brakes, shifters, motors, stems, wheels, spokes, derailleurs, and forks will be properly secured and adjusted upon arrival. RetroEase assumes no responsibility for any product or incidental damage caused by loose or improperly adjusted components.
If you assemble your bicycle yourself, you do so at your own risk. RetroEase is not responsible for any damage caused to your bicycle or components due to improper assembly. Damage caused by improper assembly is not covered by the warranty, and you are responsible for the cost of repair or replacement.
2-year limited warranty
A 2-year limited warranty applies to products purchased from RetroEase authorized channels in Japan. The warranty is non-transferable and applies only to the original owner and original product.
RetroEase warrants its products to be free from manufacturing defects for a period of two (2) years from the date of purchase, provided that they are maintained under normal conditions of use and in accordance with the maintenance requirements outlined in the User Guide.
The warranty begins from the date of purchase and does not apply to e-bikes purchased through unauthorized sales channels. To receive the warranty, you must provide a receipt as proof of purchase and verify the name, address, and other information provided at the time of purchase.
What is covered by the warranty?
1. If RetroEase determines that the original unit and non-consumable parts are defective within two years of the date of purchase, they will be repaired or replaced.
2. If a replacement unit is provided, the warranty period will expire six months from the date of the replacement unit or until the end of the existing warranty period, whichever is later. RetroEase reserves the right to replace the unit with one of equal or greater value.
3. Batteries and Motors: Defective batteries and motors will be repaired or replaced free of charge. Battery and motor evaluation is solely by RetroEase.
Regarding the battery, this warranty does not apply to the following situations or damage:
a. Charging the battery with an inappropriate charger.
b. The battery seal is broken or shows signs of tampering
c. The battery is being used in any equipment other than the bicycle for which it is intended.
What is not covered by the warranty
1. Normal wear and tear on consumable parts (tires, tubes, brake pads, cables, housings, grips, chains, spokes, etc.) that require regular maintenance and are considered normal wear and tear and are not covered by the warranty.
2. Units that have been modified or used for purposes for which they were not intended.
3. Damage caused by use other than normal use, such as competitions.
4. Damage caused by misuse, rough handling, or improper maintenance (e.g., poor care of motor or battery).
5. Indirect or accidental damages resulting from failure to follow the instructions in the instruction manual.
6. Liquid damage is not covered under warranty.
7. Damage caused by improper tools or unauthorized maintenance.
8. Damage caused by non-standard equipment, parts or technical modifications.
9. Damage during shipping, repair or modification.
10. Products purchased, used or operated outside of Japan.
11. Damage caused during transit is not covered under warranty and customers must report any damage within 7 days of receiving the item.
How to receive the service
If your purchased product does not function properly under normal use conditions, please visit the RetroEase.jp support page for assistance with maintenance and product care.
Please send us photos that identify the problem. If the problem requires a replacement, we will send you the necessary parts and provide you with the appropriate instructions. Alternatively, you can contact our support center in Japan.
RetroEase will cover the shipping costs for replacement parts within the warranty period.
30-day accessory warranty
The 30-day accessory warranty applies to accessories that RetroEase determines to be factory defective. The warranty does not cover damage caused by misuse or accidents.
Regarding national law
This warranty gives you specific legal rights. You may also have other rights which vary by state and territory. In Japan, some laws do not allow the exclusion or limitation of consequential or incidental damages, so the above terms may not apply to you.