Warranty
All bikes and parts we sell are covered by manufacturer warranty against defects. Here's how warranty actually works, what's covered, and what's not. We handle the claims with the manufacturer so you don't have to chase anyone down — but we need you to understand what you're agreeing to.
What's covered
Manufacturing defects — parts or workmanship that failed due to how the product was made
Electrical component failure — controllers, batteries, motors that fail under normal use
Frame and structural defects — cracks, breaks, or failures not caused by impact
Manufacturer-specified defects — whatever the bike or part's specific warranty covers
What's NOT covered
Damage from crashes, impacts, or laydowns — even minor ones
Wear and tear — tires, brake pads, chains, sprockets, grips, and other consumables
Water damage — submerging the bike or riding through deep water
Modifications and aftermarket parts — installing parts we didn't sell, tuning, or remapping voids warranty
Improper installation — parts installed wrong by you or someone else (not our shop)
Neglect or improper maintenance — chain not lubricated, battery left dead for months, etc.
Cosmetic wear — scratches, scuffs, fading paint, faded plastics
Every bike and part we sell comes with a manufacturer warranty, typically 1 year from the date of purchase. We're not the warranty provider — the manufacturer is. But we handle the claims process with them on your behalf, so you don't have to navigate manufacturer support yourself.
Step 1 — Contact us first
If something fails on your bike or a part you bought from us, email contact@senditcycleshop.com or call (925) 261-8996 before doing anything else. Tell us your order number, what's wrong, and when it started. Include photos or video if possible.
Don't take the part to another shop or try to fix it yourself first. Once a part has been touched by someone else, manufacturers usually deny warranty coverage. We need to see it in its failed state.
Step 2 — We diagnose the issue
For local customers, this usually means bringing the bike or part to our shop so Jack can take a look. We'll determine if it's a real warranty issue (manufacturing defect) or something else (wear, crash damage, installation problem, etc.).
This part matters. We've had customers bring in bikes with obvious crash damage and try to call it a warranty issue. We're not going to do that. Warranty is for actual defects — not for repairs you'd rather not pay for.
Step 3 — We work with the manufacturer
If it's a legitimate warranty issue, we contact the manufacturer with documentation (photos, your order number, our diagnosis). Most of the time, the manufacturer ships us a replacement part. We install it for you — no labor charge for warranty work.
For situations where the manufacturer wants the failed part returned to them for inspection, we handle the shipping back. For our Chinese brands (Sur-Ron, Talaria, etc.), this process is slow and we try to avoid it when possible.
Step 4 — We get you back on the bike
Most warranty repairs are completed within 1-2 weeks for in-stock manufacturer parts. For parts that need to ship from overseas, it can take 4-8 weeks. We'll give you a realistic timeline once we know what we're dealing with.
If you're without your bike for an extended period due to warranty work, we'll do what we can to keep you informed and moving along the process.
This is the part most customers get confused about, so we want to be clear: there's a real difference between warranty repair and service repair.
Warranty repair
The part or bike failed due to a manufacturing defect — something the factory got wrong. The customer didn't cause the failure through use, abuse, or modification. The part fails on its own. Examples: controller stops working with no impact or water exposure, motor bearing fails within the first few months of normal riding, frame crack appears without any crash history.
Warranty repairs are covered by the manufacturer. Customer pays nothing for parts or labor.
Service repair
The part or bike needs repair due to use, age, damage, or wear. The customer caused or contributed to the failure — sometimes obviously (crash, water, modification), sometimes through normal wear (chain stretched, brake pads worn, battery aged out). Examples: damaged controller from a laydown, broken frame from a hard crash, water-damaged electronics from a creek crossing, worn tire from miles of riding.
Service repairs are billed at our standard labor rate plus parts. If it's a small fix we can handle in the moment, sometimes we do it for free as goodwill — but that's our call, not your right to demand.
The honest reality
We've had customers try to claim warranty on bikes with obvious crash damage, hoping we'd just absorb the cost rather than push back. We don't do that. If a bike comes in with cracked fairings, bent forks, and obvious impact marks — that's a service repair, not a warranty claim. Trying to game this just damages the trust we work hard to build with both customers and manufacturers.
If you genuinely don't know whether something is a warranty issue or a service issue, just ask. We'd rather have an honest conversation than have to deny a claim.
How long is the warranty on bikes you sell?
Most bikes we carry have a 1-year manufacturer warranty from the date of purchase. Specific coverage details vary by brand — Sur-Ron, Talaria, and other manufacturers each have their own warranty terms. We can share the exact terms for your specific bike when you ask.
What about warranty on aftermarket parts?
Aftermarket parts (EBMX, EBike Garage, SICS, Stark, Öhlins, etc.) come with the manufacturer's warranty — typically 1 year, but it varies. For major brands like EBMX, warranty is usually 2 years on controllers. For smaller brands, terms vary. We're the in-between for these claims and handle them on your behalf when possible.
Do you charge labor for warranty repairs?
No. If the manufacturer is providing a replacement part under warranty, we install it for you at no labor charge. The only thing that costs is if you also want non-warranty work done at the same time — that's billed normally.
How long do warranty claims take?
It depends on the manufacturer and the part. Most simple part replacements take 1-2 weeks if the manufacturer has the part in stock. For our Chinese brands, parts sometimes have to ship from overseas, which can take 4-8 weeks. We give realistic timelines once we know what we're dealing with.
For repairs requiring the failed part to be shipped back to the manufacturer first (which we try to avoid for Chinese brands), the process can take longer. We'll keep you updated throughout.
What if I bought my bike from someone else?
We can typically only handle warranty for bikes and parts we sold. If you bought your bike from another shop or a private party, you'd need to work directly with that shop or the manufacturer. We can sometimes help diagnose issues, but we can't process warranty claims for bikes we didn't sell.
I installed an aftermarket part and now something else is broken. Is that warranty?
Probably not. Most manufacturers void warranty when aftermarket parts are installed, especially controllers, batteries, or anything in the electrical system. The original part may not be covered, and the aftermarket part may have caused the issue.
That said — bring it in. We'll look at it honestly. Sometimes manufacturers will still cover unrelated failures even with aftermarket parts installed. But don't assume it's covered just because something broke.
What if I'm not sure whether something is warranty or service?
Just ask. Bring it in, tell us what happened, and we'll give you an honest answer. We'd rather have a clear conversation upfront than have to deny a claim later. If we think it's warranty, we'll pursue it. If we think it's service, we'll tell you what it'll cost.
What if the manufacturer denies my warranty claim and I disagree?
We can sometimes push back on behalf of customers when we believe the claim is legitimate. We've successfully gotten claims approved that were initially denied — but we can't guarantee outcomes. If a manufacturer ultimately says no, your options are to pay for the repair as service work or work directly with the manufacturer yourself.
Can I extend the manufacturer warranty?
Not through us. Some manufacturers offer extended warranty programs you can purchase separately — ask about your specific bike's options if interested.
What about damage from crashes or water?
Not covered by warranty. These are use-related damage and fall under service repair, which is billed normally. We don't argue with manufacturers about crashes or water damage — they have clear policies excluding these, and trying to claim otherwise just damages our relationships with them and your trust with us.
Warranty questions are best resolved with a phone call or visit, not over email. Call us at (925) 261-8996 or email contact@senditcycleshop.com.