MATE e-bikes warranty
Limited Warranty
Battery Warranty
Batteries purchased as part of a bike are initially covered by the legal warranty implied in the defect in product(s) section above. However, batteries wear out over time, and thus the warranty obligations are limited to the following situations:
- If, within 12 months from the date of shipment of the battery, under normal conditions of use, the actual capacity of the battery falls below 70% of its nominal capacity
- If, within 24 months from the date of shipment of the battery, under normal conditions of use, the battery has total failure.
The battery warranty does not include damage from power surges, use of improper charger, improper maintenance or other such misuse, normal wear or water damage.
Limited Warranty for Products
Subject to the following limitations, terms and conditions, the provisions of the defect in product(s) section above applies to product(s) purchased on this website by customers residing outside of the EU. It is emphasised, however, that the limited warranty rights may vary depending on the applicable laws of the country or state to which the product is delivered.
MATE.BIKE warrants to the original purchaser of each product, that such product when purchased new, is free of defects in materials and workmanship. It is the responsibility of the owner claiming under this limited warranty to demonstrate that the product has been maintained according to the instructions in the MATE.BIKE owner’s manual.
MATE.BIKE will not replace any part without first seeing photos or videos of the damaged part. We will not offer warranty services to second owners. We will not replace any part damaged by the user. We will not pay for any third-party service, repair or part replacement unless this has been specifically agreed to in writing prior to the service, repair or replacement.
We will not pay for return shipping of any damaged or defective product or component. If MATE.BIKE requires the return of any bike or bike part to process your warranty claim, you must pay the cost of the return shipment. MATE.BIKE will not cover any damage that may occur during shipping if the owner sets up their own shipping option.
You must provide the order number, email address or name used at the time of the purchase to prove the warranty date.
MATE.BIKE reserves the right to modify this limited warranty at any time, in its sole discretion.
Liability
Notwithstanding anything in these Terms and Conditions to the contrary, any timeframe provided by MATE.BIKE is a good faith estimate of the expected delivery date. MATE.BIKE will use commercially reasonable efforts to fill customer’s orders within the time stated but in no event shall MATE.BIKE be liable for any damages associated with MATE.BIKE’s inability to meet any such timeframes or deadlines.
The customer is responsible for safe and legal use of the product(s) supplied to them, including any minimum age limits for the use of electric bikes and ensuring that other persons using the product(s) are capable of doing so safely.
The minimum age requirement in the UK to ride an electric bike is 14.
MATE.BIKE shall not be liable for damages in the event of death, personal injury, or damages arising from material contractual obligations unless caused directly by MATE.BIKE’s gross negligence.
In the event of damage that means we have not fulfilled the contract, we take responsibility for typical contractual obligations, such as foreseeable damage. MATE.BIKE shall under no circumstances be liable for incidental or consequential damages or expenses. This includes, but is not limited to, loss of income, profits and third-party claims.
The product liability rules remain unchanged.
Force Majeure
MATE.BIKE will not be liable to the customer or deemed to be in breach of contract because of any delay or non-performance directly or indirectly due to any cause beyond MATE.BIKE’s reasonable control including without limitation lack of adequate instructions from the customer, Governmental regulations or requirements, Acts of God, unavailability of materials, work stoppages, strikes, slowdowns, boycotts or other industrial action and in such case may wholly or partially suspend shipment of Goods.
Applicable Law
The entire legal relationship between the customer and MATE.BIKE shall be governed by the laws of England and Wales. The United Nations Convention on Contracts for the International Sale of Goods (CISG) do not apply.
For consumers, this choice of law applies only to the extent that the protection afforded is not nullified by mandatory provisions of the law of the country or state where the consumer has his normal place of residence.
MATE Service Plan
MATE Service Plans are designed to 'refresh' your bike. If your bike or parts thereof are damaged, you will need to complete a warranty case, if possible.
MATE Service Plan are available exclusively at MATE Flagship Stores. Bookings are essential for all MATE Service Plans. Bikes booked in for a MATE Service Plans may not be ready for pick up on the same day due to availability of service parts.
MATE Service Plans exclude freight, additional parts and extra labour. Additional parts that need replacing may come at an additional cost. (E.g. tires, tubes, tire sealant, cables are not included). You will be contacted if there is any change to the cost of the service. Any freight costs incurred obtaining parts to complete your MATE Service Plan or repair will be on-charged to you per item.
Any service required as a result of misuse/abuse, rental/commercial use, racing, stunt riding or jumping, or alteration is not covered by a MATE Service Plan.
MATE reserves the right to refuse service. This may be the case if a bike is modified in a way that, in the opinion of MATE, will make it impossible to perform the MATE Service Plan. MATE will then refund the purchase price of the Service Plan.
Whether a service or repair is covered under the MATE Service Plan is at the discretion of MATE.
For more information and to purchase a MATE Service Plan, please contact our Customer Service Team at supportuk@mate.bike.
MATE Repair
MATE will carry out work(s) to your bike as agreed. We will not undertake any additional work(s) or replace any parts without your consent. MATE accepts no liability for any defects arising with the bike as a result of not having the work(s) undertaken.
Contact our customer service team to either book a repair at our Copenhagen flagship store, or to assist with determining if your repair at your local bike store can be reimbursed. Bookings at our Copenhagen flagship store are essential for all MATE repairs as we have limited space available per day. The estimated time scale that we provide you with are estimates only. Time for completion of this work will not be of the essence. Payment in full is required on completion of any work undertaken to your bike and MATE reserves the right to retain your bike until you have paid in full.
You must collect your bike within 5 days of MATE notifying you that it is available.
Any personal items left on the bike are left at your own risk and MATE accepts no liability for any loss or damage to these items. We recommend you remove any such items prior to dropping off your bike.
Nothing in these terms and conditions is intended to limit any of your statutory rights or in any way exclude or limit our liability to you for any death or personal injury resulting from our negligence.
MATE reserves the right to refuse repair. This may be the case if a bike is modified in a way that, in the opinion of MATE, will make it impossible to perform the repair in a satisfactory manner.
It is essential to keep your receipt for the repair completed at your local bike store. This is necessary for any future issues and for potential compensation. The receipt should include the date of the work(s) and a description of what was repaired on the item. It is also necessary for you to keep your receipt if the repair was undertaken at an official MATE repair partner and must be approved by customer service prior to undertaking the repair.