Limited Warranty Terms
All 2024 and newer OVIVO e-bikes (each an “e-bike”), and their individual Covered Components (as defined herein), are protected against all manufacturing defects in material or workmanship for the earlier of 2 Years or 3,000 km* after receipt of the e-bike by the customer (the “Warranty Period”). This Limited Warranty is only applicable to e-bike purchases and in accordance with the following terms, which are covered by our standard 2-year warranty.
Only the original owner of an e-bike purchased from an OVIVO Authorized Dealer, OVIVO’s online official website, is covered by this Limited Warranty. The Warranty Period begins upon the customer’s receipt of the order confirmation email or invoice and shall end immediately upon the earlier of the end of the Warranty Period or any sale or transfer of the e-bike to another person, and under no circumstances shall the Limited Warranty apply to any subsequent owner or another transferee of the e-bike.
All authorized dealers of OVIVO are obligated to provide customer support and service for e-bikes purchased from them. Please contact the dealers directly for any assistance or service you may require. You can find specific dealer information by visiting www.ovivobikes.com . OVIVO will actively assist the dealers in delivering the necessary services throughout the entire process.
The Limited Warranty is expressly limited to the replacement of a defective lithium-ion battery (the “Battery”)*, rigid (non-suspension) frames, forks, stem, handlebar, headset, seat post, saddle, brakes, lights, bottom bracket, crank set, pedals, rims, wheel hub, freewheel, cassette, derailleur, shifter, motor, throttle, controller, wiring harness, LCD display, kickstand, reflectors and hardware (each a “Covered Component”). Please see Appendix A for a complete list of covered items.
The Covered Components are warranted to be free of defects in materials and/or workmanship during the Warranty Period.
Shipping and labor to install the part are only covered under 2 years of the warranty.
*Batteries are warrantied to provide 60% of their charging capacity over 2 years or 300 charging cycles which ever comes first.
This Limited Warranty Does Not Cover:
-Purchases from unauthorized dealers. View OVIVO authorized dealers. www.ovivobikes.com
-Products without sufficient proof of purchase.
-Items that have expired their warranty period.
-Normal wear and tear of any Covered Component.
-Consumables or normal wear and tear parts (including without limitation tires, tubes, brake pads, cables and housing, grips, chain, and spokes).
-Any damage or defects to Covered Components resulting from failure to follow instructions in the e-bike 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 e-bike as sold, operator error, water damage, extreme riding, stunt riding, or improper follow-up maintenance.
For the avoidance of doubt, OVIVO will not be liable and/or responsible for any damage, failure, or loss caused by any unauthorized service or use of unauthorized parts.
Any alterations, modifications, or other changes made by you to an e-bike following your purchase which affect the safety, operation, or mechanics of the e-bike may void the Limited Warranty and shall be at your sole risk of harm.
The Battery is not warranted from damage resulting from power surges, use of an improper charger, improper maintenance or other such misuse, normal wear or water damage.
Any products sold by OVIVO that is not an e-bike.
DETERMINING WHETHER DAMAGE OR DEFECT TO AN EBIKE OR COVERED COMPONENT IS PROTECTED BY THIS LIMITED WARRANTY SHALL BE IN THE SOLE DISCRETION OF OVIVO.
Shipping Damage
Damage or loss of a Covered Component during shipping is not covered by this Limited Warranty, but OVIVO will replace such damaged or lost Covered Components if you:
Notify OVIVO of a Covered Component damaged or lost in the shipping process within 5 days of your receipt of the e-bike;
Provide OVIVO with a dated picture of the damaged Covered Component;
Return all original packaging and paperwork included with the e-bike; and
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 e-bike for damage upon receipt.
If you choose to set up your own independent shipping method, such as use of a freight forwarder or other similar service, OVIVO will not replace any Covered Components damaged during shipping using such shipping method.
Credit Card Chargebacks
If any e-bike purchase becomes subject to a credit card chargeback in any amount, and you are still in possession of the e-bike, then this Limited Warranty shall be invalidated until the credit card chargeback has been resolved.
Claims Process
OVIVO WILL NOT REPLACE ANY COVERED COMPONENT UNDER THIS LIMITED WARRANTY WITHOUT FIRST SEEING PHOTOS OR VIDEO OF THE DAMAGED COVERED COMPONENT. ADEQUATE PROOF OF PURCHASE IS NECESSARY.
In order to exercise your right to receive a replacement for a Covered Component under this Limited Warranty, you must:
Contact your local OVIVO Authorized Dealer or the OVIVO Technical Support team at [email protected] . The Dealer or Technical Support team will initially work with you on the problem with your e-bike to identify potential simple fixes.
If the OVIVO Authorized Dealer or OVIVO Technical Support team determines that a Covered Component must be replaced, they will provide you with a set of instructions for returning the defective Covered Component and receiving the replacement.
After you receive the replacement Covered Component, the OVIVO Authorized Dealer or OVIVO Technical Support team will also assist you in determining how to replace or install the new Covered Component onto your e-bike.
OVIVO will be responsible for covering the shipping and labor costs to install the Covered Component (i) in case of a product quality issue in the first 2 years of ownership and (ii) for the initial replacement of a Covered Component. However, you will be responsible for covering your own shipping costs and labor to install the Covered Component in the following cases: (i) if the return is due to personal reasons, and (ii) if it involves the replacement of the same component again or (iii) the subject part is in years 3, 4, or 5 of ownership. Please note that shipping costs are non-refundable. Replacement Covered Components under this Limited Warranty shall only be shipped to the address of the original purchaser or authorized OVIVO dealer providing service.
THE REMEDIES DESCRIBED ABOVE ARE YOUR SOLE AND EXCLUSIVE REMEDIES AND OVIVO’S ENTIRE LIABILITY FOR ANY BREACH OF THIS LIMITED WARRANTY. OVIVO’S LIABILITY SHALL, UNDER NO CIRCUMSTANCES, EXCEED THE ACTUAL AMOUNT PAID BY YOU FOR THE EBIKE, NOR SHALL OVIVO 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.
THE LIMITED WARRANTY PROVIDES YOU WITH SPECIFIC LEGAL RIGHTS UNDER EU CONSUMER PROTECTION LAWS, INCLUDING A MINIMUM 2-YEAR GUARANTEE AGAINST FAULTY OR NON-COMFORMING GOODS. THESE RIGHTS ARE IN ADDITION TO ANY OTHER RIGHTS YOU MAY HAVE UNDER APPLICABLE NATIONAL LAWS.
TO THE EXTENT PERMISSIBLE UNDER APPLICABLE LAW, OVIVO 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.
OVIVO RESERVES THE RIGHT TO CHANGE AND OR CANCEL THIS WARRANTY POLICY AT ANY TIME. ONLY E-BIKES PURCHASED WHILE THIS WARRANTY POLICY IS IN EFFECT WILL BE ASSURED COVERAGE UNDER THIS WARRANTY POLICY.
Operation and Warranty Void Conditions
Tampering with or incorrect repair of one or more components by unauthorized third parties.
Damage resulting from accidents, falls, or collisions.
Failure to protect the product from adverse weather conditions during daily storage, causing malfunctions due to humidity.
Structural failures indicating use with a weight exceeding the maximum allowed (particularly two-person use).
Faults caused by user negligence or poor maintenance.
Any tampering with or removal of the serial number of the frame, battery, or other components.
Without prejudice to any potential damage claims, failure to comply with even one of the above conditions will result in the immediate voiding of the warranty.
– Limitations
The warranty does not cover routine maintenance, service, and adjustments, nor does it cover the supplied tools or lubricants.
The following components are not covered by the warranty unless there are evident manufacturing or assembly defects:
– Brake pads
– Cables and housings
– Bulbs
– Handle grips
– Seat covers
– Pedals
– Chains
– Freewheels
– Decals
– Inner tubes
– Valves and tires.
Additionally, the warranty does not cover:
Damage caused by tampering, negligence, improper or careless use, inadequate or delayed maintenance interventions, rust, and corrosion.
Repairs improperly executed or replacement of parts with non-original spare parts.
Use of components not produced or supplied by OVIVO or otherwise incompatible with the product.
Normal wear and tear or deterioration, modifications rendering the vehicle unsuitable for road use, accidents, and collisions caused by negligent driving.
Third-party actions such as theft, break-ins, fire, vandalism, fraudulent simulation, fortuitous events, or force majeure.
The warranty also excludes natural wear of materials subject to usage, such as:
Tires, brakes, cables, springs, seals, footrests, bodywork, decals, stickers, chains, wheel spokes, and bearings, including deterioration due to sun exposure.
Faults arising from usage not in accordance with the instructions contained in the User Manual provided to the customer at the time of purchase are also excluded.
The warranty does not apply to any visible defects, damage, oxidation, etc., existing at the time of the product’s receipt by the seller.
Accepted by the Customer
All aspects related to the vehicle, such as noise, vibrations, wear, etc., that do not affect the functionality or drivability of the vehicle are not covered by the warranty.
Components such as:
– Gears
– Suspension forks
– Brakes
installed on our bicycles are covered by the original manufacturer’s warranty with the minimum required by the regulations of the country of purchase.
– Request for Service
If the customer detects any anomalies in the purchased product, they may request warranty service during the validity period of the warranty.
To do so, the customer must visit an OVIVO authorized dealer, workshop, or retailer, presenting the following documents along with the vehicle:
-This warranty document;
-The Warranty Activation receipt issued by OVIVO;
-Or any valid fiscal document proving the date of purchase of the vehicle.
If an authorized OVIVO dealer, workshop, or retailer verifies a material defect or workmanship issue with the vehicle or one of its components, the component will be repaired or, at the discretion of OVIVO, replaced at no charge for the new components.
The costs of delivering and collecting the vehicle at the OVIVO Dealer are the responsibility of the customer.
-Warnings
OVIVO’ network of dealers, retailers, employees, and agents are not authorized to modify or extend the terms and conditions of the Warranty.
The execution of any warranty assistance service does not constitute implicit acknowledgment or agreement regarding the defectiveness of the OVIVO product.
OVIVO reserves the right, at any time and without notice, to discontinue the production of its products and/or modify the technical specifications of its vehicles and components, without any obligation to apply the same modifications to vehicles or components already on the market or previously sold.
– Maintenance
Proper use and regular maintenance of the product are essential conditions for the validity of the Warranty.
Failure to carry out regular inspections will void the warranty for parts subject to maintenance.
OVIVO is exempt from any civil or criminal liability in the event of accidents resulting from improper use of the vehicle or failure to carry out routine maintenance.
It is recommended to continue inspections even after the warranty period to ensure driving safety.
Repairs in the warranty period must be identified by our professionals before repairs can be made.
* * *
Appendix A
| Part 2 years | Labor 2 years | Shipping 2 Years | Total Care+ 5years(when pay 3 years extra warrenty) | |
| Frame – Rigid | YES | YES | YES | YES |
| Frame – Dual Suspension – Main Triangle | YES | YES | YES | YES |
| Frame – Dual Suspension Pivots | NO | NO | NO | NO |
| Frame – Dual Suspension Linkage and Stays | YES | YES | YES | YES |
| Fork – Rigid | YES | YES | YES | YES |
| Fork – Suspension | 2 YEARS | YES | YES | YES |
| Handlebar | YES | YES | YES | YES |
| Stem | YES | YES | YES | YES |
| Headset | YES | YES | YES | YES |
| Brake Lever | YES | YES | YES | YES |
| Brake Cable / Hose | YES | YES | YES | YES |
| Brake Throttle Interrupts | YES | YES | YES | YES |
| Brake Caliper | YES | YES | YES | YES |
| Brake Pads | NO | NO | NO | NO |
| Brake Rotor | NO | NO | NO | NO |
| Torque / Cadence Sensor | YES | YES | YES | YES |
| Shift Lever | YES | YES | YES | YES |
| Shift Cable / Hose | YES | YES | YES | YES |
| Shift Interrupts | YES | YES | YES | YES |
| Control Switch | YES | YES | YES | YES |
| Display | YES | YES | YES | YES |
| Front wiring harness | YES | YES | YES | YES |
| Controller | YES | YES | YES | YES |
| Battery | Yes 60% capacity 300 charges | Yes 60% capacity 300 charges | Yes 60% capacity 300 charges | Yes 60% capacity 300 charges |
| Rear wiring harness | YES | YES | YES | YES |
| Throttle | YES | YES | YES | YES |
| Bottom Bracket | YES | YES | YES | YES |
| Chain | NO | NO | NO | NO |
| Crank Arms | YES | YES | YES | YES |
| Chainrings | NO | NO | NO | NO |
| Pedal | YES | YES | YES | YES |
| Cassette / Freewheel | NO | NO | NO | NO |
| Derailleur | YES | YES | YES | YES |
| Hub Motor | YES | YES | YES | YES |
| Mid Motor | YES | YES | YES | YES |
| Front Hub | YES | YES | YES | YES |
| Front Rim | YES | YES | YES | YES |
| Rear Rim | YES | YES | YES | YES |
| Rear Hub (mid drive) | YES | YES | YES | YES |
| Spokes | YES | YES | YES | YES |
| Tires | NO | NO | NO | NO |
| Tubes | NO | NO | NO | NO |
| Rim Strips | YES | YES | YES | YES |
| Wheel Truing | NO | NO | NO | NO |
| Seat | YES | YES | YES | YES |
| Seat Post | YES | YES | YES | YES |
| Seat Binder | YES | YES | YES | YES |
| Paint | Yes (not fading or scratching) | Yes (not fading or scratching) | Yes (not fading or scratching) | Yes (not fading or scratching) |
| Decals | Yes (not fading or scratching) | Yes (not fading or scratching) | Yes (not fading or scratching) | Yes (not fading or scratching) |
| Charger | YES | YES | YES | YES |
| Front Light | YES, NO BULB | YES, NO BULB | YES, NO BULB | YES, NO BULB |
| Rear Light | YES, NO BULB | YES, NO BULB | YES, NO BULB | YES, NO BULB |
| Fenders | YES | YES | YES | YES |
| Rack | YES | YES | YES | YES |
* All electrical components are not covered if submerged in water or are exposed to the elements for an extended period.
The manufacturer’s warranty covers the replacement of the part due to defects in manufacturing or materials and does not cover damaged components due to accident, misuse, neglect, ware and tear, or lack of maintenance.
OVIVO’s Total Care Plus provides discounts on the above parts. It does not include the cost of freight to get the part to the dealer or the cost to install it. Common wear and tear items such as but not limited to are brake pads and rotors, chains, freewheels / cassettes, chainrings, tires, and tubes.