Warranty Policy

Your Unit Pack Power product is covered by our standard 2 year limited warranty. The products listed below(Ebikes, Batteries is covered by this term. All other products are covered under the terms listed in the user manual.

Please refer to the following table for the warranty for specific parts.

Exceptions

The warranty will be automatically expired if any unauthorized modification occurs. During the service ordering process, you must notify us of any unauthorized modifications, or any repairs or replacements not performed by UPP that have been made to your product. We will not be responsible for any damage to the product that occurs during the repair process that is a result of any unauthorized modifications or repairs or replacements not performed by UPP. 

The warranty will NOT cover the problems caused by any of the following causes. 

  1. Any misuse of the product, such as using the bike for commercial/rental uses, play dangerous act, etc., riding the bike on the abnormal road conditions.
  2. Any unauthorized modification to the product, such as disassemble the bike without direction by UPP, faulty installation, repair, or maintenance by anyone other than UPP.
  3. The product has been in any accidents, such as traffic accidents.
  4. The product has been in extreme environment (including extreme temperature or humidity), extreme physical or electrical stress or interference, fluctuation or surges of electrical power, lightning, static electricity, fire, acts of God or other external causes.
  5. Anti-rust layer damage caused by misuse (the damage of anti-rust layer can lead to the corrosion and fracture of the parts).
  6. The normal wear and tear of any Covered Component.
  7. Consumables or normal wear and tear parts (including without limitation tires, tubes, brake pads, cables and housing, grips, chain and spokes).
  8. Damage to Covered Components resulting from failure to follow instructions in the ebike owner’s manual, acts of God, accident, misuse, negligence, abuse, commercial use, alterations, modifications, improper assembly, installation of parts or accessories not originally intended or compatible with the ebike as sold, operator error, water damage, extreme riding, stunt riding, or improper follow-up maintenance.
  9. Warranty is not transferable. Products sold through private sale, auction or unauthorized resellers are not covered.

Determining whether damage or defect to an ebike or covered component is protected by this limited warranty shall be in the sole discretion of UPP.

Services

If you notice any problems under the warranty with your product, please contact us at sales@unitpackpower.com with the Following Information:

  1. Order number/ID
  2. The email and shipping address you used when placed order
  3. Pictures/Short videos of the problems and a brief description of the problems

Parts and Labor.

UPP may provide both parts and labor, but may direct that you replace certain parts yourself, as described below. In most cases, we do not require you send the defective parts back to us. 

Do-It-Yourself

(DIY) Parts Service. DIY Parts Service allows you to service your own product. If UPP determines that DIY Parts Service is available to you, UPP will ship to you a replacement part for your product. The replacement part will be accompanied by instructions on installation and any requirements for the return of the replaced part. UPP reserves the right to decide if the labor costs relating to DIY Parts Service will be covered or not.

For any repair outside the Warranty

Even if your problems are not covered by the Warranty, you can purchase the replacement parts from us. As the manufacturer, we offer competitive prices for the parts of our bikes. To purchase replacement parts from us, please contact us at sales@unitpackpower.com for further information.

*Note

We DO NOT accept the return of the bike without emailing us first. If you have any problems with the product, please contact us at sales@unitpackpower.com. Our dedicated customer support will be more than happy to assist you.

Shipping Damage:

Damage to a covered components during shipping is not covered by this Limited Warranty, but UPP will replace such damaged covered components if you:

  • Notify UPP of a covered components damaged in the shipping process within fifteen (15) days of your receipt of the ebike;
  • Provide UPP with a dated picture of the damaged covered components;
  • Take note of any immediately recognizable damage on the shipper’ s Bill of Lading prior to signing off on the shipment.

Shipping damage claims are very time-sensitive, and you must inspect your ebike for damage as soon as you receive it.

If you choose to set up your own independent shipping method, such as use of a freight forwarder or other similar service, UPP will not replace any Covered Components damaged during such shipping method.

Credit Card Chargebacks:

If any ebike purchase becomes subject to a credit card charge back in any amount, and you are still in possession of the ebike, then this Limited Warranty shall be invalidated until the credit card charge back has been resolved.

Claims Process:

UPP will not replace covered components under this limited warranty without first seeing photos or video of the damaged components.

In order to exercise your right to receive a replacement for a Covered Component under this Limited Warranty, you must:

  • Contact the UPP Product Support team by visiting https://www.unitpackpower.com/contact or by phone at Call: +86 13632976537  (9:00am – 5:30pm PDT) .
  • Initially, the Product Support team will identify simple solutions for the issue with your ebike.
  • When the Product Support team determines that a Covered Component needs to be replaced, they will provide you with instructions on how to return the defective Covered Component and receive a replacement.
  • After you receive the replacement Covered Component, the Product Support team will assist you in replacing or installing the new Covered Component into your electric bike.
  • The shipping costs associated with returning a Covered Component will be your responsibility, unless UPP agrees to pay them in writing. Replacement Covered Components under this Limited Warranty shall only be shipped to the address of the original purchaser.

Your warranty claim may be denied if the issue is related or caused by misuse, modifications/alterations, damage from accidents or environmental damage.

SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU.

THIS LIMITED WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS AND YOU MAY ALSO HAVE OTHER RIGHTS, WHICH VARY FROM STATE TO STATE.

TO THE EXTENT PERMISSIBLE UNDER APPLICABLE LAW, UPP  DISCLAIMS ALL IMPLIED WARRANTIES, INCLUDING WITHOUT LIMITATION THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE FOR THE DURATION OF THIS EXPRESS LIMITED WARRANTY.

SOME STATES DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, SO THE ABOVE LIMITATION MAY NOT APPLY TO YOU.

  Note:Warranty Not Transferable !

Contact Information:

If you have any confusion, feel free to contact us at sales@unitpackpower.com.

Call: Or 86-13632976537 

        Or 0755-23000958

Our customer service team is available to assist you during business hours on weekdays (Monday to Friday).

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