WARRANTY POLICY – BONNELL BIKE

All Warranty are applicable to customers who have purchase from bonnellbike.com

Welcome to Bonnell Bike. We are committed to providing high-quality electric bikes, e-motos, and components. This Warranty Policy explains your rights and our obligations regarding manufacturing defects.

By purchasing from bonnellbike.com, you agree to the terms outlined below.

1. General Overview

Bonnell Bike acts as both a manufacturer (for “Bonnell” branded products) and an authorized reseller (for Surron, 79Bikes, Altis Sigma, etc.).

  • For Bonnell Branded Products: Bonnell Bike is the primary warrantor. We handle all claims directly.
  • For Third-Party Brands (Surron, 79Bikes, Altis Sigma, etc.): Bonnell Bike facilitates the warranty process. However, the ultimate warranty approval, parts availability, and replacement decisions rest with the original manufacturer. We act as your service agent.

Coverage Type: This warranty covers manufacturing defects in materials and workmanship under normal use. It does not cover normal wear and tear, damage from abuse, or improper assembly.

2. Warranty Periods (Duration)

Warranty periods begin on the date the customer receives the product (proof of delivery date).

A. Frames (Rigid & Suspension)

  • Bonnell Branded: 2 Years
  • Surron / 79Bikes / Altis Sigma: 1 – 2 Years (Varies by brand; see product listing for specifics)

B. Battery Packs

  • Bonnell Branded: 18 Months or 15,000 miles (whichever comes first)
  • Third-Party Brands: 12 Months
  • Note: Batteries are considered defective only if they fail to hold a charge of >60% of original capacity within the warranty period or suffer a catastrophic electrical failure. Gradual loss of range over time is normal battery behavior.

C. Motors (Hub or Mid-Drive)

  • Bonnell Branded: 2 Years
  • Surron / 79Bikes / Altis Sigma: 12 Months

D. Controllers, Displays, and Chargers

  • All Brands: 12 Months

E. Non-Wearable Components (Handlebars, Cranks, Seatposts, Throttles)

  • All Brands: 90 Days to 12 Months (varies by brand).

F. Consumable/Wear Items (NOT COVERED)

The following parts are considered consumable and are not covered under any warranty:

  • Tires, Inner Tubes, Brake Pads, Rotors, Chains, Belts, Sprockets, Grips, Saddles (unless defective upon arrival), Cables, Housing, and cosmetic damage (scratches, dents).
  • Lighting bulbs/LED strips (unless electrical failure occurs within 30 days of delivery).

3. Territory & Warehouse Routing

Because we ship globally from different locations, warranty parts are shipped based on your original order’s origin warehouse:

  1. USA Orders: Warranty parts ship from our US Warehouse (free ground shipping).
  2. Canada Orders: Warranty parts ship from our Canada Warehouse (free ground shipping).
  3. Europe Orders: Warranty parts ship from our Europe Warehouse (free standard shipping).
  4. Rest of World / China Orders: Warranty parts ship from our China Warehouse.

Shipping Costs:

  • Bonnell Bike covers the cost of shipping replacement parts to the customer.
  • The customer is responsible for shipping costs if they need to return a defective part to us for inspection (unless otherwise agreed upon in writing).

4. The Claims Process

To file a warranty claim, you must follow these steps. This helps us resolve issues faster.

Step 1: Documentation

Email our support team at Warranty@bonnellbike.com with:

  • Order Number
  • Vehicle VIN / Serial Number (located on the frame head tube or bottom bracket).
  • A clear video showing the issue (e.g., the error code on the display, the unusual noise from the motor, the physical crack in the frame).
  • A brief description of the incident and the conditions under which it occurred.

Step 2: Diagnosis

Our technical team will review your video. Often, issues are minor (loose connectors, settings) and can be fixed via video call or email instructions. If we cannot diagnose remotely, we may request the part be sent back for inspection.

Step 3: Resolution

If the issue is deemed a warranty defect:

  • Part Replacement: We will ship you the specific replacement part (e.g., new controller, new display).
  • Labor Reimbursement: For major motor or battery replacements on third-party brands, we may offer a reasonable labor credit (usually $50-$100) if you need a local shop to install the part. This must be pre-approved by Bonnell Bike before the work is performed.

Step 4: Return of Defective Part

For large items (Batteries, Motors), Bonnell Bike requires the return of the defective unit. We will provide a prepaid return label (within the same country). Do not dispose of the defective part until instructed.

5. Important Limitations & Exclusions

This warranty is void if:

  1. Misuse: The bike is used for commercial rental, competitive racing, stunt riding, jumping, or riding over obstacles (unless the specific model is rated for it, e.g., Surron Light Bee).
  2. Unauthorized Modification: Installation of non-standard controllers, “hot-rodding,” bypassing speed limiters, or tampering with the battery management system (BMS) or wiring harness.
  3. Improper Assembly: If the bike was not assembled by a certified bicycle mechanic or if the customer failed to perform basic maintenance (e.g., tightening bolts), leading to the failure.
  4. Water Damage: Riding in deep water, submerging the motor or battery, or using a pressure washer. (E-bikes are water-resistant, not water-proof).
  5. Impact Damage: Damage resulting from a crash, collision, or dropping the bike.
  6. Improper Storage: Storing the battery fully discharged (0%) for extended periods (longer than 2 weeks) or storing in extreme temperatures.

Grey Market/Third-Party Purchases:
If you purchased a Bonnell Bike product from an unauthorized reseller (e.g., private individual, non-authorized Amazon seller), the warranty is non-transferable and is considered void.

6. Battery Shipping Policy (Important for International Customers)

Due to international dangerous goods regulations (IATA/UN38.3), shipping lithium batteries across international borders (e.g., from USA to UK) is complex and expensive.

  • If a customer in the UK buys a bike from our EU warehouse, we will attempt to ship the replacement battery from the EU.
  • If we cannot ship a battery to your specific country due to customs restrictions, Bonnell Bike reserves the right to provide a fair market value credit for the battery to be used on BonnellBike.com, rather than attempting an illegal or unsafe shipment.

7. Contact Us

For all warranty claims or questions, please email:

Warranty@bonnellbike.com

Please include your Order Number in the subject line for faster service.

Disclaimer: This policy is subject to change without notice, but changes will not affect orders placed prior to the change.