Warranty Policy

Applicable Range

All LookRoad e-bikes and original accessories sold via LookRoad official website, authorized offline stores and officially partnered online platforms, with sales coverage across all EU regions, all US states and other global sales areas (hereinafter referred to as "Products")

This warranty policy outlines the manufacturing defect protection for all new LookRoad e-bikes, and clarifies the rights and obligations of both parties. We
adhere to the principle of replacing parts first rather than repairing to minimize your waiting time, and provide standardized warranty services to all genuine product buyers. All terms are formulated in accordance with international commercial norms and relevant consumer protection laws and regulations of major sales regions, with the goal of balancing product protection and reasonable risk control.

Core Warranty Commitments

  1. All LookRoad products are 100% brand new with original factory parts,and free replacement parts are provided for non-human-caused manufacturing defects within the warranty period (excluding consumable parts).
  2. The same warranty service is available for products purchased through official channels, with no additional fees for qualified warranty parts (including parts cost and international shipping cost).
  3. After the warranty period, we provide cost-price replacement parts and professional technical guidance, and customers bear the parts cost and shipping cost by themselves.
  4. Lifetime free technical support is provided for all LookRoad product buyers, regardless of the warranty status.
  5. All warranty claims are processed in accordance with the "evidence-based" principle, and the solution is given within the promised working time.

I. Warranty Coverage & Periods

The warranty period is calculated from the date of the buyer's receipt of the product (based on the logistics signature record). The following table clearly lists the warranty scope, duration and covered/non-covered situations for all components. Consumable parts are only covered for manufacturing defects at the time of receipt, and natural wear and tear are not covered.

 

Main Structural Parts
 (core mechanical parts)


Motor Parts

Battery

Electrical Parts

Consumables & General Mechanical Parts

Key Note for This Section

  1. The warranty service for all components is free replacement of parts (excluding on-site installation labor cost, which is borne by the buyer).
  2. The list of parts in the table is not exhaustive, and the warranty standard of similar unlisted parts is subject to the same category.

II. Conditions NOT Eligible for Warranty

To protect the rights and interests of genuine buyers and avoid unreasonable claims, the following situations are excluded from all warranty services (the seller has the right to refuse the claim without compensation). This clause is the core of risk control, and all situations are clearly defined with no fuzzy boundaries:

II.I Man-Made Damage & Improper Use

Damage/malfunction caused by failure to follow the LookRoad Product Instruction Manual for use, maintenance and adjustment.

Damage caused by improper use: overloading (exceeding the product marked weight limit), overspeed (modifying the speed limit program), driving on non-road terrain (e.g., off-road, steep slope), long-term exposure of the bike/battery to extreme temperatures (above 100°F/38°C or below 0°F/-18°C for more than 3 hours).

Damage caused by accidents: collision, falling, fire, flood, hail, traffic accident, etc.

Damage caused by improper storage: long-term placement in humid, corrosive (e.g., sea salt, acid rain) or high-temperature environments; battery damage caused by long-term non-charging (more than 1 month).

II.II Unauthorized Modification & Repair

Disassembly, repair, modification or replacement of non-original parts by the buyer or unauthorized repair shops without the written approval of LookRoad.

Damage caused by self-modification of the electronic system (e.g., changing the motor/controller program, modifying the battery wiring).

All repair costs incurred at unauthorized repair shops are borne by the buyer alone, and LookRoad is not responsible for subsequent product failures.

II.III Consumable Parts & Natural Wear

Natural wear and tear of all consumable parts listed in Section 1 (e.g., tire wear, brake pad thinning, cable aging).

Minor surface scratches, paint peeling and other appearance damage that does not affect the normal use of the product (excluding large-area paint falling off caused by manufacturing defects).

II.IV Non-Genuine & Secondary Trading

Second-hand, transferred, refurbished LookRoad products (the warranty is only for the original first buyer with a valid purchase certificate).

Products purchased from non-authorized channels (e.g., individual second-hand platforms, unofficial agents without LookRoad authorization).

Products with altered, lost or unmatchable order numbers/purchase certificates.

II.V Logistics & Return Restrictions

Minor scratches of the product/accessory outer packaging during logistics and transportation that do not affect the use of the product; accessory damage caused by the buyer's improper unpacking.

Shipping damage must be reported to LookRoad within 14 calendar days of receipt, and provide unboxing video/pictures. Late reports will not be accepted.

Products/parts returned without the prior written approval of LookRoad customer service will be refused to sign for receipt, and the round-trip shipping cost will be borne by the buyer.

II.VI Other Ineligible Situations

Damage caused by force majeure (e.g., earthquake, tsunami, war, public power failure).

Stolen, lost products or parts (only technical support for reconfiguration is provided, no warranty replacement).

Incidental expenses caused by product failure: substitute transportation, fuel, ride-sharing, labor cost of self-installation, etc.

Damage caused by using non-original accessories (e.g., non-LookRoad charger, battery) matching the product.

 

III. Extended Warranty Service

For buyers who need longer product protection, LookRoad provides paid extended warranty service(only for core components), which can effectively reduce the maintenance cost of the product after the original warranty period.

Purchase Condition

The extended warranty must be purchased together with the e-bike in the Frequently Bought Together section of the product detail page on the official website, and cannot be purchased separately after the order is placed.

Covered Components

Frame (extendable for 12 months), Motor (extendable for 12 months), Battery (extendable for 12 months), Controller (extendable for 12 months).

Warranty Standard

The extended warranty period is calculated immediately after the end of the original warranty period, and the covered/non-covered situations are consistent with Section 1 of this policy.

Validity 

The extended warranty is only for the original buyer and cannot be transferred with the product.

IV. How to Apply for Warranty (Step-by-Step)

The warranty application process is standardized to ensure efficient processing.  All steps require evidence provision, and the customer service team will respond within the promised time. No evidence = no claim approval, which is the basic principle.

General Application Process (for official website buyers)

Step I: Collect evidence — take clear photos/short videos of the defective part (including the overall product, defective details, order number on the product label), and confirm the failure phenomenon.

Step II: Submit the application — send an email to support@lookroad.com with the following information:

Brief description of the failure (when and how the problem occurred, no other operation/modification has been done);

Original order number + purchase platform + date of receipt;

Clear evidence (photos/videos, unboxing video is required for shipping damage);

Buyer's full name + shipping address (consistent with the order) + contact number.

Step III:  Review & feedback — the customer service team will review the application within 1-7 business day and give a result:

Evident defects: Directly inform the replacement part shipping time and tracking number;

Need further verification:Provide professional troubleshooting instructions, and
 the buyer needs to cooperate with the test and provide supplementary evidence.

Step IV: Parts delivery — Under normal circumstances, replacement parts will be shipped within 3–7 business days after review approval. In the event of stock shortages or other delays, we will promptly inform you of the estimated restock date and the expected shipping date.

All shipping fees shall be borne by the buyer. 

Step V:  After-sales follow-up — the customer service team will follow up the parts receipt and installation situation, and provide free technical guidance for installation.

Special Process (for authorized dealer/platform buyers)

The same warranty service is available, but the application must be processed through the dealer/platform where the product was purchased;

The dealer/platform is responsible for collecting evidence and submitting it to LookRoad, and the subsequent parts delivery and after-sales follow-up are completed by the dealer/platform.

Key Note for Application

All warranty applications are only accepted via the official email support@lookroad.com, and no other channels (e.g., social media, phone) are accepted for evidence submission.

Replacement parts are provided once per defective part within the warranty period; repeated failures caused by man-made reasons after replacement are not covered by the warranty.

Warranty parts are shipped by standard international express (no expedited service), and the delivery time is subject to the actual logistics situation of the destination country.

V. Accessory Warranty Instructions

LookRoad provides original accessories for sale on the official website, and the warranty standard is separately formulated to avoid disputes:

All separately purchased accessories are sold at cost price, and only Dead on Arrival (DOA) and shipping damage (reported within 14 days) are covered by the warranty (free replacement).

Natural wear, man-made damage and failure caused by improper use of accessories are not covered by the warranty;

The original accessories attached to the e-bike (e.g., fenders, rear racks, waterproof phone case) are subject to the warranty standard of Consumable & Fastening Parts in Section 1; severe damage during transportation that affects use can be replaced for free.

Free gifts included with the product (excluding original standard accessories) are not covered by any warranty, including but not limited to natural wear and tear, man-made damage, manufacturing defects, and other circumstances.

VI.  Lifetime Technical Support

LookRoad provides free lifetime technical support for all genuine product buyers, which is an additional service beyond the warranty and is not affected by the warranty period:

Professional technical team

Provide tailored solutions for complex product failures (e.g., system debugging, component matching, installation guidance);

1-on-1 dedicated support

Each buyer is assigned a fixed customer service agent to track all product problems and avoid repeated communication;

Multiple support channels

Provide technical guidance via email/online chat/phone, and issue professional operation manuals/videos for complex problems;

Post-warranty service

After the warranty period, provide cost-price replacement parts and free installation guidance, and do not charge any technical service fees.

VII. Contact Us

All warranty claims, technical consultations and extended warranty inquiries are processed through the following official channels, with clear working hours to ensure efficient response:

Official Email (primary channel for warranty application)

support@lookroad.com

  1. Response time: 1 -3 business day
  2. Accept content: warranty application, evidence submission, technical consultation, after-sales follow-up
  3. Online Chat (Offical Website Only）
  4. Access: LookRoad official website → Click "Online Support"
  5. Working time: Monday – Friday
  6. Accept content: basic technical consultation, warranty policy explanation, order inquiry.

 

VIII.  Frequently Asked Questions (FAQ)

To reduce unnecessary consultations and disputes, we sort out the most frequently asked questions by buyers, and the answers are the official final explanation:

Is the installation labor cost of warranty replacement parts covered by LookRoad?

No. LookRoad provides free replacement parts and international shipping, but the on-site installation labor cost (if needed) is borne by the buyer alone; we provide free online installation guidance to help buyers self-install.

What if the replaced part fails again within the warranty period?

If the failure is caused by manufacturing defects, we will replace the part for free again; if it is caused by man-made use/installation errors, the warranty is not applicable.

What is the standard for judging battery capacity decay?

The battery capacity is tested by LookRoad official professional testing tools. If the actual capacity is below 60% of the marked capacity and it is caused by manufacturing defects, it is covered by the warranty; natural capacity decay caused by long-term use is not covered.

Is the product covered by the warranty if it is repaired at an authorized repair shop?

Yes. But the buyer must provide the written approval of LookRoad customer service and the repair invoice of the authorized repair shop; the subsequent warranty is still valid for the unmodified parts.