WARRANTY
2 YEARS OPTIONAL WARRANTY
– EVERYTHING YOU NEED TO KNOW!
All Magicycle bikes are covered under our 2-year, all-inclusive manufacturer's warranty for the owner against all manufacturing defects. (All free accessories are not covered by warranty service.)
WARRANTY PERIOD AND TERMS
Only the original owner of an ebike purchased from Magicycle’s online or physical storefront is covered by this Limited Warranty.
The Warranty Period begins upon your receipt of the ebike and shall end immediately upon the earlier of the end of the Warranty Period.
As for warranty transfer, the ebike transferee can only benefit from the warranty when both of these conditions are met:
1. The 2-year package hasn't expired since the initial owner received it;
2. The new owner has the initial purchaser’s name and the original order number.
TERMS OF LIMITED WARRANTY
Magicycle will replace any component that is deemed to be defective or damaged (including damage incurred during shipment), except in case of user error. The warranty covers the listed products and follows the terms below:
Frame
MAGICYCLE ebike frames are covered by a replacement warranty for 2 years.
This warranty includes a replacement frame only. Labor charges associated with transferring parts to replacement frames are not included. An authorized Magicycle service representative will determine if the frame meets the replacement standard.
Magicycle reserves the right to use scratch and dent stock when replacing a frame under this warranty. Frame styles and/or colors not in stock may be replaced with a compatible style and/or color at Magicycle’s discretion.
Frame issues excluded from this warranty include but are not limited to:
1. Corrosion
2. Paint fade, scratches, and impact marks
3. Impact damage
4. Non-reversible modification (such as drilling or welding)
5. Chain guard mounted to the frame if applicable
Batteries
Magicycle batteries are covered by a 2-year prorated warranty.
During the first 2 years of service – A defective battery will be repaired or replaced at no cost to the customer. The warranty period for a repaired or replaced battery will remain unchanged from the original purchase date.
No cash reimbursement will be made.
Batteries can be assessed and found defective directly by Magicycle only.
This Limited Warranty does not cover:
1. Defects or damage resulting from accidents, abuse, misuse, abnormal use (including but not limited to stunt riding, racing, or other similar activities not consistent with the intended use of the Products), improper storage, abnormal exposure to liquid, chemical exposure, moisture, abrasives, sand or dirt, neglect, or abnormal physical, electrical or electromechanical stress;
2. Defects or damage caused by private modification; Disassemble the battery without the manufacturer's consent
3. Ordinary wear and tear; Scratches, dents, and cosmetic damage, unless caused by Magicycle;
4. Products that have the serial number or bar code removed, defaced, damaged, altered, or made illegible;
5. The battery has not been charged for more than three months
6. Defects or damage to the Products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by Magicycle for the Products;
7. Defects or damage caused by the assembly, testing, operation, maintenance, installation, service, repair, or adjustment of the Products in a manner that varies from the Assembly Instructions or Owner's Manual;
8. Defects or damage resulting from external causes such as collision, fire, flooding, windstorms, lightning, earthquakes, exposure to weather conditions, theft, blown fuses, or improper use of any electrical source.
In addition, with respect to the battery, this Limited Warranty does not cover defects or damage resulting from the following actions or situations:
1. Charging with a battery charger is not intended or appropriate for use with the Battery;
2. Using a battery charger improperly;
3. If any of the seals on the battery are broken or show evidence of tampering;
4. If the Battery has been used in equipment other than the Bike for which it is specified.
Parts & Components
Original Magicycle parts and components are covered by a 2-year limited warranty. (If more than 30 days have passed since the date of receipt of the bike, the replacement of parts within the warranty period will require shipping costs.)
This Limited Warranty does not cover:
1. Parts compromised by corrosion due to exposure to the elements (moisture, heat, etc.);
2. Damage or deterioration of the surface finish, appearance, or aesthetics of the product;
3. Labor charges for part replacement or changeover;
4. Defects or damage resulting from accidents, abuse, misuse, abnormal use (including but not limited to stunt riding, racing, delivery, or other similar activities not consistent with the intended use of the Products), improper storage, abnormal exposure to liquid, chemicals, moisture, abrasives, sand or dirt, neglect, or abnormal physical, electrical or electromechanical stress;
5. Scratches, dents, and cosmetic damage not caused by Magicycle;
6. Products with the serial number or bar code removed, defaced, damaged, altered, or made illegible;
7. Defects or damage to the Products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by Magicycle for the Products;
8. Defects or damage caused by improper assembly, testing, operation, maintenance, installation, service, repair, or adjustment in a manner that varies from the Assembly Instructions or Owner's Manual;
9. Defects or damage resulting from external causes, such as collision, fire, flooding, windstorms, lightning, earthquakes, exposure to weather conditions, theft, blown fuses, or improper use of any electrical source.
10. Ordinary wear and tear not resulting from defects in workmanship or materials. Wear and tear can be assessed by Magicycle. Parts not typically covered include but are not limited to:
①Brake pads
②Rotors
③spokes
④Tires/tubes
⑥Chains
⑦Chain rings
⑧Cassettes
⑨Crank-set
Free Repair Service & Free Replacement
If there is a quality problem with any part of the e-bike with 2 year warranty period, and the problem cannot be solved through the assistance of the after-sales support department, we provide free repair service.
Note:
①For e-bikes that have been used for more than one month, customers need to afford the return shipping fee by themselves. Customers could also choose to pay a $200 shipping fee to Magicycle, and Magicycle will provide a return label.
②For such cases that occur within one month after receiving the e-bikes, Magicycle will afford the round-trip shipping cost.
③If such problems cannot be repaired, Magicycle will provide our customer with a fully functional replacement bike.
Credit Card Chargebacks
If any ebike purchase becomes subject to a credit card chargeback in any amount, and you are still in possession of the ebike, then this Limited Warranty shall be invalidated until the credit card chargeback has been resolved.
HOW TO MAKE A WARRANTY CLAIM
If you believe your Magicycle has a warranty issue, your first point of contact should be where you purchased your frame or bike. If you purchased directly from Magicycle, all claims to this warranty must be made through Magicycle and submitted to support@magicyclebike.com. Proof of purchase and photos or videos of the damaged product is required to be submitted alongside any warranty request. Before making a warranty claim, you are encouraged to contact Magicycle via support@magicyclebike.com, as there may be a simple fix for your problem that does not necessitate filing a claim. Valid warranty claims made within 2 years of the initial purchase will be processed through Magicycle.
A deposit is required to replace the LCD display, motor, controller, and/or battery, which will be refunded in full upon receipt by Magicycle of the parts that need to be replaced.
Magicycle will not replace any part without first seeing photos or video of the damaged product. Customers must provide this evidence by email.
Attention: Magicycle will offer free components and replacement parts ( (If more than 30 days have passed since the date of receipt of the bike, the replacement of parts within the warranty period will require shipping costs), and any installation fees will not be covered by Magicycle without the after-sales team’s authorization.
Components and replacement shipping fees depend on the size and dimensions of each package. The Magicycle team will provide a pay link for customers to pay for the shipping through email.
No further disassembly of any part of the original bike should be done until the official support team has diagnosed that there is a problem with the part. If the customer disassembles some parts by himself or herself and then reports to the after-sales team that the part cannot be used normally, Magicycle will not be responsible for the warranty of this part in principle.Products that have been further disassembled without authorization are no longer eligible for return. Magicycle will try their best to provide repair parts and professional technical support for customers.
Shipping Damage
Damage to a Covered Component during shipping is not covered by this Limited Warranty, but Magicycle will replace such damaged Covered Components if you:
Notify Magicycle through support@magicyclebike.com of a Covered Component damaged in the shipping process in 7 days.
Provide Magicycle with a dated picture of the damaged Covered Component;
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 ebike 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, Magicycle will not replace any Covered Components damaged during such shipping method.
No free accessories are eligible for replacement or compensation if they are scratched during transportation.
NOTICE: We will not accept shipping damage claims filed more than 7 days after receipt of any products.
REPAIR SERVICE
For offline bicycle store repair services like Velotooler etc, Magicycle will only provide free replacement parts. We do not reimburse any labor costs incurred by the repair service.
FAQ ABOUT OUR WARRANTY
Q: I am not the original owner as I purchased my Magicycle secondhand. Is my frame covered by warranty?
- A: Yes, you will need to provide the initial purchaser’s name and the original order number.
Q: I crashed and damaged my bike/frame. Is warranty coverage available to me?
- A: Sorry, crashes or accidents are not covered by the warranty policy. The warranty only covers defects in manufacturing, not damage from crashes.
REFUND & RETURN
Like it and keep it or return it within 15 days (7 days for Accessories)!
We're sure that you'll love your Magicycle e-bike or accessories but in case you change your mind we're pleased to offer a return service within 15 days from the receipt, and 7 days for Accessories.
The return must meet the return terms listed in the following.
We suggest that you keep the original package intact for a smooth return process.
Simply contact support@magicyclebike.com, and one of our friendly colleagues will be happy to process the return case for you. Terms & conditions apply.
CANCELLATION OF ORDERS BEFORE SHIPMENT
You may cancel an order by contacting us via email or telephone, per the “Contact Us” section below. Cancellation is not valid until you receive a confirmation from our support team.
We always trying to fulfill the orders for our customers as quickly as possible, so we cannot guarantee that every cancel request can be done. We will try our best to hold or recall the shipment for you. But please kindly be aware that there is a possibility of failing. If we hold the shipment successfully, we will help cancel the order as per the customer's request.
*Notice:
1) No processing fee will be charged if the shipment has not been processed.
2) A tracking number for a shipment indicates the products were packed and prepared to be picked up by the carrier. In this circumstance, we can not deal with a cancellation request.
3) A 5% processing fee will be charged if you file a cancellation request after 12 hours after you placed the order, even if the tracking number is not available. Please kindly understand that we have our employees packaging the shipment immediately once they get the order in the system. So the processing fee is charged for their labor.
ORDER MODIFICATION
1) Please refer to our cancellation policy to modify an order before the products were shipped.
2) We cannot modify an order after the customer has received it. The customer can place a new order and return the products in the original order by contacting our customer service in advance. All return requests must follow our return policy and receive a pre-approval notice from our customer service team in the email.
3) If you want to change to another bike model after you received the first bike, you will be required to pay for the round trip costs of $400 USD. Magicycle will provide a return shipping label, and the designated transport company will collect the return package. The replacement bike will be shipped after the returned bike arrives in the Magicycle warehouse.
RETURN & REFUND
For Bikes & Accessories Quality Issues
1) If you believe your Magicycle has a quality issue, your first point of contact should be where you purchased the products. If you purchased directly from Magicycle, all claims to your order must be made through Magicycle and submitted to support@magicyclebike.com.
2) Proof of purchase and photos or videos to demonstrate the quality issue is required to be submitted alongside any free return request. Before making a free return claim, you are encouraged to contact the support team of Magicycle via support@magicyclebike.com, as there may be a simple fix for the problem that does not necessitate filing a return request.
3) *Definition of critically-damaged items: the main structure of the product is obviously deformed and affects its normal functions in any form.
Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:
a. Minor damage to the outer packaging.
b. Minor scratches or paint loss on the product.
c. Damage to parts or wearing parts after excessive use.
d. Damage to parts or wearing parts after using for a certain while or a certain number of times.
e. For an issue that can be solved with replacement parts or simple adjustments, we don't offer a free exchange service and free shipping label.
Return & Refund Terms for Bikes
1) For non-quality issues, customers may ask for product replacement or return within 15 days of receiving it. A 10% processing fee will be applied. The customer is also responsible for the return shipping cost of $200(Canada:$499). Magicycle will provide a return shipping label, and the designated carrier will collect the return package. The customer may also choose to self-return or arrange the return shipment by himself or herself.
2) If the customer asks for an RS label from Magicycle, please kindly cooperate to pack the bike within a standard rectangular box and provide the accurate box size. It would be much appreciated to use an original Magicycle box and do not add any extra strap to the outer box, otherwise, the carrier will impose a fine of around $1200 for different sizes or a scan error from the shipping label. If the customer lied about the package size and caused such charges, we will have to lay half of this charge on the customer.
3) To be eligible for a replacement or return, the bike must be unused, free from dirt, dust, or any fragrances, and in the same packaging and condition that you received it. The mileage on the LCD screen must be less than 10 miles.
4) No further disassembly of any part of the original bike should be done until the official support team has diagnosed that there is a problem with the part. If the customer disassembles some parts by himself or herself and then reports to the after-sales team that the part cannot be used normally, Magicycle will not be responsible for the warranty of this part in principle. Products that have been further disassembled without authorization are no longer eligible for return. Magicycle will try our best to provide repair parts and professional technical support for customers.
Return & Refund Terms for Accessories
1) The following items cannot be returned or exchanged except for quality issues:
a. Free Accessories
b. Batteries (Due to return shipping carrier restrictions, battery purchases are non-returnable. High-capacity lithium-ion battery shipping restrictions prohibit consumers' ability to return batteries via shipping carriers.
c. Discounted items
We're sure that you'll love your Magicycle accessories but in case you change your mind we're pleased to offer a return&refund within 7 days from the day you receive it.
2) We will accept returns and exchanges of items that meet the return criteria below.
a. Repack the returned or exchanged products in the original packing.
b. No distinctive use trace.
c. The return shipping cost should afford by the buyer if there is no quality issue with the product.
*Dissatisfaction with the practical use belongs to the customer's personal experience problem, the return shipping cost should afford by the buyer.
d. Please kindly be aware that return accessories should be sent out within 7 days after you receive them. Otherwise, the warehouse could not re-storage them and we can not handle a refund.
e. You can return the item to our warehouse if the product is qualified to return, the support team will provide the return address and we will issue a refund for you after receiving your return.
f. Please kindly be aware that the shipment details should be provided immediately once you send the return out.A return may get lost if no one has been notified to take care of it. In this circumstance, Magicycle is unable to offer further assistance with a refund.
*If you arrange your own return
1) If a customer decided to arrange the return shipment by himself and the request has been confirmed by the Magicycle customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. Magicycle will not be responsible for any damage, loss, or other accident to the shipment arranged by the customer.
2) The customer needs to email Magicycle’s customer service team regarding any order cancellation. Once an order cancellation request has been approved, Magicycle will email the customer a cancellation notification email. The customer shall not send a return package to Magicycle without receiving a notification. Magicycle will reject all shipments without being scheduled to arrive, and the customer is responsible for any related fee or loss.
Simply contact support@magicyclebike.com to return.
REFUND
Once our warehouse has received the returned product(s) and confirmed which meets our return condition, we will deduct any applicable fee and send the remaining refund back to the customer through the original payment method.
Customers are encouraged to check with their credit card company and/or bank if the refund has not been posted on the account after the 5 business days it has been issued. Delays may occur due to the different fund transfer procedures in different financial institutions. Please contact us at support@magicyclebike.com if the refund has not received after 10 business days.
United States of America
