Right to complain
Electric scooter
As a whole, our electric scooters will have a 2-year warranty. However, an electric scooter is made up of parts with very different lifespans and the time-limited right to complain will therefore vary in length depending on which part of the bike you are complaining about.
Remember that proper maintenance and use are crucial to the life of the product. Faults caused by obvious user errors and other similar conditions are not covered by our warranty and will not normally provide a basis for cost coverage in the event of a complaint. Lack of maintenance together with improper use is one of the most common causes of damage to an electric bicycle. We always recommend that our customers follow our maintenance and user instructions, as proper maintenance can be of great importance in the event of a claim.
Please note that intensive or commercial use such as daily food delivery (e.g. through Foodora, Wolt, etc.) will affect and reduce your claim. The electric scooters are designed for normal private use, and intensive use will accelerate wear and tear and potentially cause faults/damage not covered by the Consumer Purchase Act. Use beyond normal, expected use could lead to faults/damage that is not covered by the warranty. We discourage commercial use of our products.
Electric bicycle
Important to remember:
- Claims cover manufacturing defects and not normal wear and tear or damage that is self-inflicted.
Example: Claims do not cover damage to a pedal after a rollover, but may cover a pedal shaft that breaks without warning during normal use.
- After damage has occurred, you must contact us within a reasonable time and no later than 2 months after the damage has occurred.
Our electric bikes are made to last. That's why we offer a full 10-year warranty on the frame* and a 5-year warranty on the bike as a whole. This reflects our confidence in the durability of the product. However, an electric bike is made up of parts with different life expectancies, and some of these are considered wear and tear parts that need to be replaced at regular intervals, depending on use. Therefore, follow our guide to e-bike use and maintenance to ensure that your e-bike lasts as long as possible.
Remember that correct maintenance and use are crucial to the product's service life. Faults caused by clear user error and other similar conditions are not covered by our warranty and will not normally provide a basis for cost coverage in the event of a complaint. Lack of maintenance together with improper use is one of the most common causes of damage to an electric bicycle. We always recommend that our customers follow our maintenance and user instructions, as proper maintenance can be of great importance in the event of a claim.
All retrofitted equipment to change the bike's properties/performance (e.g. boxes to remove the speed lock) is considered to be beyond normal expected use.
Where the buyer has purchased the bicycle primarily to use it for business purposes, such as daily food delivery (e.g. through Foodora, Wolt, etc.), the Consumer Purchase Act will not apply. The rights and obligations will then be governed by the Sale of Goods Act. The bikes are designed for normal private use, and such intensive use will accelerate wear and tear and potentially cause faults/damage that is not covered by the warranty. We discourage commercial use of our products.
Complaint requests can be sent to us at service@e-wheels.no. Normal processing time for complaints is 1-4 working days, but in high season there is a slightly longer response time. As soon as we take a look at your case, we will contact you with more information about what happens next.
*Applies only to goods marked with “Momas frame warranty”