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Terms of Use

Zumi Bike (Neo Rides LLC)
Last updated January 1, 2025

This Limited Warranty is provided by Neo Rides LLC, operating as Zumi Bike ("Zumi Bike"), an Austin, TX limited liability company. The warranty applies to products listed below purchased in the U.S.A. or delivered to the CONTINENTAL USA, ALASKA AND HAWAII.

This Limited Warranty covers the original purchaser of the Warranted Product(s) and extends to each subsequent owner during the warranty term(s) as outlined below, provided that the product(s) were purchased directly from Zumi Bike's online store, an official Zumi Bike retail location, or an authorized Zumi Bike retail partner. For purchases made through a Zumi Bike retail partner, you must submit proof of purchase to Zumi Bike.

The Limited Warranty period begins on the date of receipt or purchase (whichever occurs later) and will be verified by Zumi Bike ("Warranty Begin Date").

Limited Warranty Labor

Labor services for any Warranted Product(s) will be provided with prior approval from Zumi Bike before any service is performed.

Warranted Products

The following products are warranted to be free from defects in materials and/or workmanship during these specified periods:

• Bike Frame and Components: 1-year Limited Warranty from Warranty Begin Date covering replacement of defective frame, forks, stem, handlebar, headset, seat post, brakes, lights, bottom bracket, rims, wheel hub, and reflectors.

• Battery: 1-year Limited Warranty from Warranty Begin Date covering manufacturer defects only. We DO NOT cover wear and tear or improper usage/storage/charging of your battery. If a battery replacement is needed under our 1-year warranty terms, a mandatory $500 deposit is required to ensure the warrantied battery is returned to our warehouse. The deposit will be fully refunded once Zumi Bike receives the returned battery.

• Additional Frame & Component Items: 1-year Limited Warranty from Warranty Begin Date covering pedals, freewheel, crankset, cassette, derailleur, shifter, throttle, controller, bottom bracket, LCD display, kickstand, and saddle.

• Zumi Bike Branded Optional Accessories: 1-year Limited Warranty from Warranty Begin Date.

Wear and Tear

This Limited Warranty does not cover wear and tear. "Wear and tear" refers to damage or deterioration that occurs as a result of normal use. Consequently, not all products are covered by this Limited Warranty. For example, tires and tubes naturally wear out over time and are not covered. Similarly, brake pads wear down with use. While the brake caliper is covered by the Limited Warranty, the pads are not. Additionally, scratches and other damage to paint or bike graphics resulting from normal use and environmental exposure are not covered. Below is a non-exhaustive list of typical wear and tear items:

• Brake Pads
• Chains
• Chainring
• Derailleur Pulley Wheels (Part of Derailleur Assembly)
• Shift/Brake Cables and Housing
• Hydraulic Brake Hose and Fluid
• Tires
• Tubes
• Frame Paint/Decals
• Bearings (Headset, Bottom Bracket, Front Hub)
• Spokes
• Grips

This Limited Warranty Does Not Cover

• Any damage or defects to Warranted Product(s) resulting from failure to follow instructions in the ebike owner's manual, acts of God, accident, misuse, neglect, abuse, commercial use, alterations, modification, 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.

• For clarity, Zumi Bike will not be liable and/or responsible for any damage, failure or loss caused by unauthorized service or use of unauthorized parts.

• The Battery is not warranted against damage resulting from power surges, use of an improper charger, improper maintenance or other such misuse, normal wear or water damage.

• Rust or corrosion.

• Improper maintenance, assembly, or installation.

• Use of the ebike for abnormal, competitive, commercial activities, or any purposes beyond its intended design.

• Modifications from the original condition.

• Improper modification, alteration or installation of components, parts, or accessories not originally intended for or compatible with the ebike.

• Paint finishes and decal damage resulting from taking part in competitions, jumping, downhill and/or training for such activities or events, or from exposing the bike to, or riding it in, severe conditions or climates.

• Any alteration, modification, or other changes made by you to an ebike following your purchase which may affect the safety, operation, or mechanics of the ebike.

• Any damage or defects to Covered Components resulting from failure to perform a pre-ride safety check on the ebike before each ride.

• Normal wear and tear of any Covered Component.

• Consumables or normal wear and tear parts (including but not limited to brake pads, tires, tubes, housing and cables, grips, chain and spokes).

• Any products sold by Zumi Bike that is not an ebike.

ZUMI BIKE RETAINS SOLE DISCRETION IN DETERMINING WHETHER DAMAGE OR DEFECT TO AN EBIKE OR WARRANTED PRODUCT(S) IS PROTECTED BY THIS LIMITED WARRANTY. PLEASE CONTACT ZUMI BIKE CUSTOMER SERVICE WITH ANY QUESTIONS.

Shipping Damage

Damage to Warranted Product(s) during shipping is not covered by this Limited Warranty, but Zumi Bike will replace such damaged Warranted Product(s) if you:

• Inspect your Zumi Bike shipment immediately upon receipt for any damage. Check your item before the driver departs. Do not sign for the shipment unless you are certain no damage has occurred. This will help with shipping damage claims and expedite the process.

• Provide Zumi Bike with dated pictures of the unopened package in its original condition as received. Take clear, high-resolution photos showing the complete exterior of the package. Capture closeup pictures of the suspected damage area if possible.

• Upon opening the box, inspect the item immediately for any damage. Take care to preserve the box and original packaging. Keep all packaging and paperwork as you will need to return them with the damaged item to Zumi Bike to process a replacement.

• Once damage is discovered, take clear, high-resolution photos and videos of the damage, and date the images and videos if possible.

• Report the shipping damage to Zumi Bike by sending an email to care@zumibike.com with the photos and videos of the packaging and damage within ten (10) days of receiving the bike.

• Return all original packaging and paperwork included with the item. The items must be placed back into the original box in the same arrangement as they were originally received, and the package must be sealed, professionally packed and strapped before reshipping.

• Note 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 it is your responsibility to immediately inspect the item for damage upon receipt. If you choose to set up your own independent shipping methods, such as the use of a freight forwarder or other similar service, Zumi Bike will not replace any Warranted Components damaged during shipping in such methods.

New Bike Guarantee

Zumi Bike offers complete replacement of defective parts with free shipping in the US within 30 days from the date the PRODUCTS were delivered to the customer unless excluded from warranty or otherwise voided from coverage under warranty. After 30 days, the customer is responsible for all return shipping costs. Zumi Bike will pay for shipping to the customer only.

Credit Card Chargebacks

If any purchase becomes subject to a credit card chargeback in any amount, and you are still in possession of the bike, battery or bike part, then this Limited Warranty shall be invalidated until the credit card chargeback has been resolved.

Third Party Sellers

Zumi Bike is the exclusive retailer of Zumi Bike products. Any third party claiming to sell Zumi Bike, a similar frame, look, or style, is offering a copy/fake. We only guarantee the quality, durability and safety of your Zumi Bike purchase made directly through our website ZUMIBIKE.COM.

Bike Performance

Bike range varies due to many contributing factors such as payload, terrain, temperature, age of battery and level of assist. Greater than expected maximum range or less than expected range will vary with all accounted variables. Reduced battery range within the warranty period does not automatically indicate that a component is damaged or defective.

Warranty Claims Process

Zumi Bike WILL NOT REPLACE OR REPAIR ANY WARRANTED COMPONENT UNDER THIS LIMITED WARRANTY WITHOUT FIRST SEEING PHOTOS OR VIDEOS OF THE DAMAGED OR DEFECTIVE WARRANTED COMPONENT.

• To report a potential warranty claim for a damaged or defective Warranted Component, contact Zumi Bike by emailing care@zumibike.com or calling 512-222-6321. Our customer service and bike experts will work with you to identify potentially simple solutions.

• Zumi Bike may request different photos and videos multiple times to diagnose the reported issue and determine whether the damage or defect is covered under warranty, and which Warranted Components qualify for free repair and/or replacement.

• After receiving sufficient information and evidence of the issue, Zumi Bike will inform you if the warranty claim is valid and the extent of the remedy Zumi Bike will provide under this warranty, including but not limited to: (a) testing the damaged/defective parts through a third party bike shop to further diagnose the problem, (b) replacing the damaged/defective parts, (c) repairing the damaged/defective part through a third party bike shop, or (d) replacing the damaged/defective part with a refurbished part.

• If Zumi Bike determines that a Warranted Component must be replaced, they will provide instructions for returning the defective Warranted Component and receiving the replacement.

• After you receive the replacement Warranted Component, Zumi Bike will also assist in determining how to replace or install the new Warranted Component into your bike.

• Zumi Bike shall determine if a professional mechanic is required to install any replacement parts. If Zumi Bike determines that installation is simple enough to be performed by the customer, but the customer still chooses to use a professional mechanic, Zumi Bike can help find a suitable bike shop. Zumi Bike's assistance will be limited to making recommendations and does not indicate that the bike shop is an accredited service partner of Zumi Bike. In such cases, all costs for the bike shop's services will be the customer's responsibility.

• If Zumi Bike determines that services from a local bike shop are required and warranted by the claim, Zumi Bike reserves the right to make the final decision on which bike shop shall perform the services, considering the capabilities of the bike shop as well as the customer's location and convenience. In such cases, all costs for the bike shop's services covered by the warranty will be paid by Zumi Bike. Any additional services requested by the customer that are not covered by the warranty will be the customer's responsibility.

• Delivery and pickup of the bike and/or Warranted Components to the authorized local bike shop shall be the customer's responsibility.

• All warranty services will be performed by Zumi Bike or an authorized local bike shop. All charges must be approved by Zumi Bike. Zumi Bike will pay the bike shop directly and WILL NOT REIMBURSE customers for payments made directly by the customer. This is non-negotiable. TO REITERATE: All payments will be made directly by Zumi Bike to the service provider and there will be NO REIMBURSEMENT for payments made by customers.

• All parts being replaced under warranty must be returned to Zumi Bike within ten (10) business days. If any items are not returned, Zumi Bike reserves the right to invalidate the warranty pending return of said item(s).

• The customer is responsible for shipping costs associated with returning a Warranted Component unless Zumi Bike agrees in writing to pay for such shipping costs.

THE REMEDIES DESCRIBED ABOVE ARE YOUR SOLE AND EXCLUSIVE REMEDIES AND ZUMI BIKE'S ENTIRE LIABILITY FOR ANY BREACH OF THIS LIMITED WARRANTY. ZUMI BIKE'S LIABILITY SHALL UNDER NO CIRCUMSTANCES EXCEED THE ACTUAL AMOUNT PAID BY YOU FOR THE EBIKE, NOR SHALL ZUMI BIKE UNDER ANY CIRCUMSTANCES BE LIABLE FOR ANY CONSEQUENTIAL, INCIDENTAL, SPECIAL OR PUNITIVE DAMAGES OR LOSSES, WHETHER DIRECT OR INDIRECT.

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, ZUMI BIKE 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.