FAQ – Help Center
The FAQ section contains answers to the most frequently asked questions by our customers and e-bike users. If your question is not answered, please write to us via the contact form.
Electric Bikes Questions
WARRANTY
The warranty covers all defects in new OVIVO devices for a period of 24 months from the date of purchase and electrical parts (display, controller, motor and charger), as well as manufacturing defects on a replacement basis.
The battery is warranted for 6 months or 2000 km (whichever comes first) with normal installation, use, service and maintenance.
Only consumers purchasing this device directly from us, in our ovivobikes.com store or from our authorized OVIVO reseller (a business partner with whom we have a signed agreement) can obtain protection under this limited warranty.
This warranty covers only the original purchaser and is not transferable.
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If after making a purchase you find that the received item is damaged, not working properly, or you’ve noticed any other discrepancy between the product and the agreement, and you purchased the item as a consumer, you have the right to file a complaint. As a general rule, the defective product should be sent back to the seller to allow them to examine the validity of the complaint. If in doubt, contact us to determine the next steps. Our support will then provide the service address to which the product should be returned.
The equipment for repair should be delivered to the Service Point in its original factory packaging. In case of incomplete packaging, the risk of damage during transport is borne by the person filing the complaint.
The product under complaint is collected from the customer via courier after a prior written notification of the complaint through the contact form on the website www.ovivobikes.com/contact or via email at service@ovivobikes.com
We ship products via courier. We work with many carriers, the customer receives information with a tracking link, which courier company will deliver their package.
According to the Act of May 30, 2014, “On Consumer Rights,” you have the right to cancel your purchase without giving a reason within 14 days from the date of receiving the shipment.
You can exercise this right if you submit a written declaration of withdrawal from the contract within the above-mentioned period.
To meet the withdrawal deadline, it is sufficient to send a declaration of withdrawal in electronic form to the email address service@ovivobikes.com.
You should return the product without undue delay, within no more than 14 days, to the address indicated by the administrator in response to your notification.
You bear the cost of the return shipment yourself. You can estimate the approximate cost of return based on our “Delivery Time and Costs” section, but remember that the store may have discounts with carriers, so the individual cost of return may be higher than the cost of shipping to you.
Remember that the right to withdraw from the contract does not give you the opportunity to use the product for free. According to regulations, if the returned product was used to a greater extent than necessary to determine the nature, characteristics, and functioning of the item, the seller has the right to charge the buyer for the costs of diminishing its value.
In case of withdrawal from the contract, you receive a refund of the amount paid for the purchase – the price of the products, the lowest available shipping costs in the store, and other costs except for the aforementioned return costs. The money will be sent back in the same way you made the payment, unless you agree to another form. This will happen immediately after we receive the returned purchase.
The cost of return shipping is your own responsibility. You can determine the approximate cost of return based on our “Shipping time and costs” tab, but remember that the store may have discounts with carriers, so the individual cost of return may be higher than the cost of shipping to you.
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ORDERS & RETURNS & EXCHANGES
In accordance with the Act of 30 May 2014 “On Consumer Rights”, you have the right to withdraw from your purchase without giving a reason within 14 days of receiving the shipment.
You should return the returned product without undue delay, within no more than 14 days, to the address provided by the administrator in response to your notification. To meet the withdrawal deadline, it is sufficient to send a declaration of withdrawal in electronic form to the e-mail address service@ovivobikes.com. You will bear the cost of the return shipment yourself.
Yes OVIVO prepares promotional offers for various occasions. We have sales of previous models. We participate in Black Friday and do promotions on other occasions. It is best to sign up for the newsletter to have the latest information about promotions.
Information about all our sellers can be found in the “shops” tab
This is only possible if the new product is also covered by the same discount.
The easiest way is to sign up for our newsletter. Information about new discount codes also appears on our website and social media.
OVIVO has periodic promotions for its bikes. The promotions are mainly aimed at our subscribers who have signed up for the newsletter. They then receive a discount coupon by email, which they can use on their next purchase.
If you have any problems with your bike, we recommend that you contact our customer service at service@ovivobikes.com for professional help. We will tell you how to buy the right replacement parts.
We have an additional battery available in our store, check our accessories page for details.
The bike is 90% assembled. Once you receive the bike, all you need to do is mount the front wheel.
You can also take the bike to your local bike shop, where they will help you with the assembly. For more information or assistance, contact us at service@ovivobikes.com
If you have any questions or concerns, please contact us at service@ovivobikes.com with the following information:
- Purchase platform, e.g. store name etc. (in case of purchase on Allegro please provide the seller’s name in the order, we only provide service for sellers with whom we have an agreement to sell our products)
- Order Number: To ensure the fastest service, please include your ORDER number in the SUBJECT section of your email.
After placing an order, our warehouse will begin sorting the order and prepare it for pickup by the courier company within 1 business day if the product is available in stock. Once picked up by the courier, delivery usually takes about 3 business days.
If the product is in pre-order/unavailable status, we will inform you of the expected shipping date on the product page on our website. The estimated shipping date we announce is the expected date of the product’s arrival at our warehouse in Poland. If you place an order during the pre-order/out of stock stage, our warehouse will start preparing your order as soon as it receives the products. All pre-order orders are fulfilled on a “first come, first served” basis; if you cancel a pre-order, you will lose your place in the queue.
Questions About OVIVO Bikes:
The display is waterproof, but moisture or other extreme conditions can cause permanent damage to the motor and battery. We therefore do not recommend riding or leaving the electric bike in the rain or other extreme conditions.
Yes, we provide user manual with the package. If you can’t find the user manual, you can also download it here https://ovivobikes.com/manuals
After placing an order, our warehouse prepares the package within 24 hours, then the courier company collects the package and delivers it to the customer within 3 business days.
We work from Monday to Friday from 8:00 to 16:00
When the parcel is picked up by the courier company, we send the customer an invoice along with a tracking link via email.
In the case of international shipments, it happens that the link updates with a delay and in some countries there is no update option. In Poland, everything updates on time.
