We Stand Behind our products:
Rattan bikes are covered under the manufacturer's 1-year all-inclusive warranty for the original owner against all manufacturing defects.
Rattan Ebike’s bicycle components including the motor, controller, and the battery is warranted free from manufacturer defects in materials and/or workmanship starting 1 year from the date of original purchase.
Wear and tear is not covered under Rattan's warranty.
Rattan Ebike’s lithium-ion batteries are warranted to be free from manufacturing defects in materials and/or workmanship for a 1 year period from the date of original purchase. The battery warranty does not include damage from power surges, use of an improper charging, improper maintenance or other such misuses, normal wear or water damage.
How we will fix the problem?
If a component is deemed to be defective or damaged without user error we will issue a replacement part. We will assist you in replacing any defective parts. We will replace any parts deemed to have been damaged during shipping. We will provide the owner with a replacement product if the product can not be repaired after a reasonable number of tries as determined by Rattan Ebike.
What will you need to do?
Rattan Ebike will not replace any parts without first seeing photos or video of the damaged part. The customer will need to provide us with evidence by email.
All claims to this warranty must be made through Rattan Ebike. Rattan will require Proof of purchase with any warranty request. Please note, before making a warranty claim, we suggest that you contact us as there may be a simple fix for your problem. Valid warranty claims will be processed through Rattan Ebike within 2 years of initial purchase. Warranty claims may be submitted to us.
Shipping Damage Claims
We are proud of our products, but we can't control the shipment. In some extreme cases, the item you receive may be damaged during transportation, so you should check the item is in good condition when receiving it. If you find any shipping damages, please provide us with the Photo or video and contact us. Notice: we will not accept Shipping Damage Claims later than 7 days from receipt of products.
Purchased but not shipped (Cancelation):
Your order will be issued as soon as possible after your purchase, so you will be charged a 5% processing fee.
Ebike has been delivered (Unused):
- Within 14 days of receipt of your order, you may return the unused product(s).
- To be eligible for a return, the bike must be unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it
- Customers are responsible for return shipping costs.
- And you will be charged up to 25% restocking fee. (this is withheld from refund)
- We do not offer returns except in EXTREME cases of breakage/malfunction.
The customer must email to email@example.com for a return authorization prior to sending any product back to Rattan. Or the refund will not be issued and the customer will have to pay the shipping to get the item returned, or, sacrifice the item.
If your approved return passes our inspection, you may receive an exchange or a refund. You can send the item to the address below:
13771 Norton AVE，LOADING DOCKS #9-12
Please send us a notification after you ship the item out and you need to provide a tracking number. Once we received the item you sent and check the item is in good condition, we will exchange or give you a refund. This will be issued in 2 days.
Late or missing refunds.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Shipping Damage Claims
We are proud of our products, but we can't control the shipment. In some extreme cases, the item you receive may be damaged during transportation, so you should check the item in good condition when receiving it. If the unfortunate thing really happens, please provide us with the Photo or video and contact us at email@example.com. Notice: we will not accept Shipping Damage Claims later than 14 days from receipt of products.