How to Claim Warranty
For EVXPower warranty claims please contact us by email, your order number is required and you will receive a reply within 48 hours. As part of the warranty process, you may need to perform tests and send footage to your mechanic so they can diagnose the problem and provide the best solution. For example, test the battery using a voltmeter and submit pictures of the results via email.EVXPower will evaluate your situation and walk you through any tests we may require.
A) What Will We Do?
If a component is deemed to be defective or damaged without user error we will issue a replacement part. We will replace any parts deemed to have been damaged during shipping. We may also authorize a reimbursement of up to $200 for local shop repairs, if determined by EVXPower mechanics. Any unauthorized repairs or alterations are not covered under the warranty. Any unauthorized changes to the EVX Wagon will also void the warranty.
Warranty parts can be expedited at the customer’s expense, but EVXPower makes no guarantee of exact delivery date for expedited delivery items. Refunds will not be offered on expedited shipping costs if shipment is delayed. (Note: These notices are applied to the continental 48 states, Alaska and Hawaii will have an additional shipping fee when shipping is needed).
B) What We Will Not Do?
EVXPower will not replace any part without first seeing photos or video of the damaged part. We will not offer warranty service to second owners. We will not replace any part damaged by the user. We will not pay for any third-party service or part replacement unless agreed upon prior to the fix. EVXPower will not cover any damage that may occur during shipping if the owner uses its own shipping service. For more information, please check our Return Policy. We will not offer any warranty service to the owners who did not purchase from EVXPower.com or authorized dealers.
Warranty Conditions
Our mechanics are the ones directly in charge of warranty information. They are more than happy to work with you per the conditions as shown below.
This warranty only applies to the original owner of a EVXPower. This warranty is limited to a one-time replacement of defective parts at the sole discretion of EVXPower. This warranty does not cover any damage or defects resulting from failure to follow instructions in the owner’s manual, acts of God, accident, misuse, neglect, abuse, commercial use, alterations, modification, improper assembly, wear and tear, installation of parts or accessories not originally intended or compatible with the wagons as sold, operator error, water damage, extreme riding, stunt riding, or improper follow-up maintenance. Only in extreme cases will an entire replacement EVX Wagon be issued. In such a case, the original EVX Wagon has to be shipped to EVXPower’s facility for inspection/repairs before a new EVX Wagon is sent out. If repairs can be made, a new EVX Wagon will not always be sent.
This warranty does not include accessories, consumables, or normal wear and tear parts. EVXPower will not be liable and/or responsible for any damage, failure, or loss caused by any unauthorized service or use of unauthorized parts.
In no event shall EVXPower be responsible for any direct, indirect, or consequential damages, whether based on contract, warranty, negligence, or product liability in connection with its products, including without limitation to the following: personal injury, property damage, or economic losses.
EVXPower may charge a minimum service fee, replacement part cost, for cases where the warranty policy may not apply. All replacements are limited to one-time per item. All Individual shipping for warranty must be prepaid and insured by the customer. EVXPower will not be liable for lost in-bound packages. EVXPower can void warranty when applicable. EVXPower reserves the right to update and modify its warranty at any time. Notice of these changes may or may not be provided.
Every EVX Wagon bought from EVXPower.com and authorized sales channels is covered under our manufacturer’s limited warranty for the original owner against defects in material or workmanship, including individual components as follows:
A) 2-Years Limited Warranty
EVX Wagon components including the motor, controller, and frame are warranted against manufacturer defects in materials and/or workmanship for 2 years from the date of original purchase, with a limit of one part replacement, per part, per wagon.
B) 1-Year Limited Warranty
Lithium-ion batteries, wagon computer, battery charger are warranted against manufacturing defects in materials and/or workmanship for 1 year with a limit of one part replacement, per part, per wagon. The battery warranty does not include damage from power surges, use of an improper (not designated) charger, improper maintenance, or other misuse, normal wear, or water damage.
C) No Warranty
Please note that gears and accessories are excluded from this warranty policy but included in our Return Policy.
D) Wear Items
Items that wear down with normal use are not covered under the warranty. Maintaining and replacing these parts is the responsibility of the wagon owner.
Claims
All claims to this warranty must be made through EVXPower. Proof of purchase will be required with any warranty request. Before making a warranty claim, we suggest that you contact our customer service team as there may be a simple fix for your problem. Valid warranty claims will be processed through EVXPower within one year of initial purchase.
A) Shipping Damage Claims
IMMEDIATELY inspect your product(s) for damage. Shipping damage claims are extremely time-sensitive. We will not accept shipping damage claims later than 14 days from receiving the product. Take notice of any damage to your product(s) on the Bill of Lading before you and the driver sign-off on the shipment. Take pictures of any damage that is found, and date the images when possible. Keep all packaging and paperwork until the inspection process is complete. Report damage claims within 14 days of delivery to EVXPower via a support email on our websitepage.
B) Credit Card Chargebacks
If for any reason a credit card chargeback of any amount is issued on an order and the customer is still in possession of the product(s) within said order, the warranty will be paused until the chargeback is resolved.
Part Exchanges
In situations where a replacement part needs to be sent under warranty, EVXPower may require the faulty part to be sent back to our facility, as deemed by EVXPower . The faulty part must arrive at the EVXPower facility before the replacement part can be shipped. EVXPower will provide a prepaid return label to return and exchange the faulty part, per EVXPower authorization. If a prepaid return label is issued for a customer, it is required that the faulty part is returned in a timely manner (within 10 days), unless previously discussed with EVXPower .
Upon receipt of the faulty/returned part, it will be inspected for shipping damages. If the part is damaged beyond part testing limitations, EVXPower reserves the right to require payment. Failure to adhere to the terms listed in this section can result in refusal of service, voided warranties, and/or order cancellations permanently.
Liability Disclaimer
EVXPower is not liable for any damages or consequences resulting from improper usage, negligence, or assembly of its wagon. This includes but is not limited to personal injury, property damage, economic losses, serious accidents, or death.
EVX Wagon Performance Disclaimer
Listed top speeds and Loading weight for each wagon are estimates and not guarantees of expected performance. There are many factors that affect bike performance, including but not limited to: cargo weight, terrain type, incline grade, wind conditions, and temperature. Under different conditions, it is possible to get ranges and top speeds that vary from our listed estimates.
Customer Relations
Customer satisfaction is one of our highest priorities at EVXPower. We work extremely hard to ensure that all of our customers are satisfied with their purchases. Situations and circumstances may arise in which a mutually agreeable solution is not possible.
We understand that when contacting our customer service representatives or mechanics, an issue has arised and a solution is needed. We will work with you to ensure that the issue is resolved in the most timely manner. Inasmuch as we would like to help you, we do require your assistance, cooperation, and patience in trying to resolve the issue. We strive to provide a respectful and kind customer service experience, and expect the same kindness and respect in return.
Rude, vulgar, or threatening language directed at our staff or customer service representatives will not be tolerated. If this unfortunate situation is to arise, a warning will be issued. If rude, vulgar, or threatening behavior persists, EVXPower reserves the right to refuse service, void warranties, issue refunds and/or cancel orders permanently. We sincerely hope to avoid these kinds of relations if possible.
Thank you for choosing EVXPower. We appreciate your business and are committed to providing quality products and exceptional service.