Limited Warranty Policy

Last updated: April 24, 2024

This version of the Limited Warranty Policy is applied retroactively to all orders placed on or after March 1st, 2024. For a copy of the Warranty Policy applicable to orders placed before March 1st, 2024, please visit this link.

All Rize Bikes eBikes, except for the models listed below, are protected against manufacturing defects for two (2) years, beginning on the date of delivery. This Limited Warranty applies only to the original owner of an eBike and is not transferable to subsequent owners.

Exceptions
The following models will continue to be covered under the previous version of the Warranty Policy, which can be found here:
  • Blade
  • Liberty
  • Rize RX
  • RX Pro
  • RX Dual
What is covered under the Limited Warranty?
Covered Components:
  • Frame
  • Battery (2 years or up to 300 charge cycles, whichever comes first)
  • Battery Balancer, Brake Inhibitors, Controller, Gear Shift Sensor, LCD, Main Harness Wire, Motor (except regular wear and tear of internal components), Pedal Assist Sensor, and Speed Sensor.

    In the event Rize Bikes determines a Covered Component is defective, Rize Bikes will, at their sole discretion, repair or replace the component with new or refurbished parts. All replacement parts are tested and confirmed to be compatible with your bike and will perform comparably to the original part. However, Rize Bikes does not guarantee replacement parts supplied under the Limited Warranty will be identical to the original parts in regards to brand, model, physical form, design, or colour.

    What is not covered under the Limited Warranty?
    • Normal wear and tear of any Covered Component.
    • Consumables or normal wear and tear parts, including but not limited to, brake components, suspension components, seat, rack, rims, tires, and inner tubes.
    • Any damage, corrosion, malfunction, or defects resulting from:
      • Failure to follow instructions provided by Rize Bikes via the Owner’s Manual, the Rize Bikes website, emails, text or instant messaging, or verbal communication.
      • Misuse, neglect, abuse, improper assembly, operator error, extreme riding, and stunt riding.
      • Improper storage and maintenance.
      • Lack of maintenance, including failure to keep screws and nuts properly tightened and to keep parts clean and lubricated.
      • Power surges and the use of chargers not supplied by Rize Bikes.
      • The installation of 3rd party parts or accessories, unauthorized alterations and modifications, and unauthorized tempering and reprogramming of electrical components.
      • Natural disasters, accidents, and water damage.
    • Cosmetic damage incurred during shipping and due to usage.
    • Any damage due to usage that does not affect the safe operation of the Covered Component.
    Special Out-of-Box Defect Policy

    Components not normally covered under the Limited Warranty Policy are covered under the Special Out-of-Box Defect Policy for 14 days, beginning from the date of delivery. This is to ensure that our customers have fully functional eBikes from the start.

    In the unfortunate event that your eBike is damaged or not functioning as expected, Rize Bikes will cover all costs associated with the repairs of the eBike. If a customer requests repairs to be done by a non-Rize Bikes entity, such as a local bike shop or mechanic, they must first submit a written quote to the Rize Bikes Warranty team for approval before any work is carried out. Only pre-approved services by non-Rize Bikes entities are eligible for reimbursement.

    A claim under the Special Out-of-Box Defect Policy must be filed within 14 days of receiving the eBike. The eBike must not exceed 7 km (5 Miles) on its odometer. We may require timestamped photos or videos of the eBike’s odometer as supporting evidence.

    Special Requirements:

    To help combat eBike theft, customers intending to purchase and/or service specific parts and/or accessories must provide proof of purchase for their eBikes. Otherwise, Rize Bikes reserves the right to refuse the sale and/or service of the following items:

    • Batteries, both Primary and Secondary
    • Battery Lock
    • Battery Key
    • LCD
    What Voids the Rize Bikes Limited Warranty
    • Commercial use: Use as part of a Rental Fleet or as a Company Vehicle for travel or courier purposes.
    • The installation of any electrical components not originally supplied by Rize Bikes.
    • Unauthorized tempering or reprogramming of electrical components.
    • Unauthorized modification, alteration, and addition to Covered Components and eBikes.
    Shipping Damage
    • In the unfortunate event that a product is damaged during shipping, please notify us within 14 days of receiving the package and supply the following:
      • The order number.
      • Pictures of the shipping box from all angles, including close-ups of any visible damage.
      • Pictures of the damaged product(s) from all angles, including close-ups of any visible damage.
      • In cases where a product is damaged in a way that is not clearly visible, follow this Streamable Guide and provide a video that highlights the effect(s) caused by the shipping damage.

    Do not refuse a shipment that arrives damaged. Please receive the shipment and document the damage(s) via photos and/or videos. Rize Bikes will be responsible for repairing or replacing any products that arrive damaged. If a customer refuses a shipment for any reason, they will be held responsible for any additional shipping costs incurred.

    • For eBikes:
      • Rize Bikes shall only be held responsible for repairing, replacing, or exchanging eBikes damaged during shipping. The decision to repair, replace, or exchange the damaged eBikes is at the sole discretion of Rize Bikes. Rize Bikes will cover all shipping and repair costs incurred during the process. If a customer cannot perform repairs and requests repairs to be done by a non-Rize Bikes entity, such as a local bike shop or mechanic, they must first submit a written quote to the Rize Bikes Warranty team for approval before any work is carried out. Only pre-approved services by non-Rize Bikes entities are eligible for reimbursement.
      • If a customer would like to return the eBike instead, the same terms and conditions covered by the “Opened Packages” subsection under the “Order Return” section will apply.
    • For Parts and Accessories:
      • Rize Bikes shall only be held responsible for repairing, replacing, or exchanging parts and accessories damaged during shipping. The decision to repair, replace, or exchange the damaged parts and accessories is at the sole discretion of Rize Bikes. Rize Bikes will cover all shipping and repair costs incurred during the process. If a customer cannot perform repairs and requests repairs to be done by a non-Rize Bikes entity, such as a local bike shop or mechanic, they must first submit a written quote to the Rize Bikes Warranty team for approval before any work is carried out. Only pre-approved services by non-Rize Bikes entities are eligible for reimbursement.
      • If a customer would like to return the Parts and Accessories instead, the same terms and conditions covered by the “Opened Packages” subsection under the “Order Return” section will apply.

    Shipping damage claims are time sensitive and it is the customer’s responsibility to immediately inspect products for damage upon receipt.

    Credit Card Chargebacks

    If the customer initiates a credit card chargeback in any amount against an order, and the customer is still in possession of the product(s) in the order, this Limited Warranty shall be invalidated until the credit card chargeback has been resolved.

    Claims Process

    Rize Bikes shall not be held responsible for the repair or replacement of any Covered Components or eBikes under this Limited Warranty without first being provided with photographic or video evidence of damages, defects, or malfunctions. Customers must also follow instructions provided by the Rize Bikes team during the Claims Process; failure to do so may result in the delay or cancellation of the claim.

    To exercise your right to repair or replace a Covered Component or eBike under the Limited Warranty, you must follow the process outlined below. Failure to adhere to the procedures outlined in the Limited Warranty Policy will result in the termination of current claims.

    1. Contact the Rize Bikes team by sending an email to support@rizebikes.com that includes the following information:
      • Name of the original owner
      • Order Number
      • Bike Model
      • A detailed description of the issue, including a brief description of the situation before the issue was noticed
      • Photographic and/or video evidence that document and identify the issue. Follow this Streamable Guide to share videos with us.
    2. If the Warranty team determines that a Covered Component and/or eBike needs to be repaired, they will provide simple and clear instructions for the repair. If you are unable to perform the repair, you may request a quote from a local shop or mechanic for the repair and submit it to the Warranty team for approval. All services done by non-Rize Bikes entities must be first approved by the Rize Bikes Warranty team to be eligible for reimbursement.
      • Metro Vancouver residents are required to bring the Covered Components and/or eBikes needing repairs to the Rize Bikes Service Centre if they are unable to perform the repairs themselves. Please contact the Warranty team to schedule your drop-off.
      • Alternatively, Metro Vancouver residents may also choose, at their own expense, to ship or courier the Covered Components or eBikes to the Rize Bikes Service Centre. In this case, they must first contact the Rize Bikes Warranty team for an RMA form to be included with the shipment.
        • If you decide to ship or courier a Covered Component or eBike to the Rize Bikes Service Centre for repairs and/or services, it is your sole responsibility to secure a box and the necessary packaging materials. If a Covered Component or eBike is damaged during shipping, it is your sole responsibility to resolve it with the shipper or courier. Rize Bikes will not be held responsible for repairing or replacing Covered Components or eBikes damaged during shipping. Customers are advised to purchase shipping insurance for high-value shipments.
    3. If the Warranty team determines that a Covered Component or eBike needs replacement or exchange, they will request all necessary documentation to process the replacement component. It is the customer's responsibility to provide the requested documentation; failure to do so may result in the delay or cancellation of the claim.
      • Once you receive a replacement component, you may be requested to return the original Covered Component at Rize Bikes’ expense. It is your sole responsibility to secure a box and the necessary packaging materials for these shipments. Once you’ve packaged the Covered Components, contact Rize Bikes to provide package dimensions for an RMA form and a return shipping label. Rize Bikes will not be responsible for any costs incurred if a customer decides to ship packages without first receiving an RMA form and return shipping label from Rize Bikes. If a Covered Component is damaged during shipping due to improper packaging, Rize Bikes reserves the right to claim damages from you and invalidate the Limited Warranty on the damaged component until a resolution is reached. Failure to return the original Covered Component within 5 business days of receiving the Replacement Component will also result in your Limited Warranty being invalidated until its return.
      • In some cases, the Warranty team may ask for a Covered Component to be shipped back before a replacement may be provided. It is your sole responsibility to secure a box and the necessary packaging materials for these shipments. If a returned Covered Component or eBike is damaged during shipping due to improper packaging, Rize Bikes reserves the right to claim damages from the customer before a replacement is provided.
      • If the Warranty team determines that a Covered Component or eBike needs to be shipped to the Rize Bikes Service Centre for repairs and/or services, Rize Bikes will be responsible for the shipping costs both ways. However, It is your sole responsibility to secure a box and the necessary packaging materials for these shipments. The box must be of the same or very similar dimensions to the original box. Please contact Rize Bikes to confirm the dimensions of the box are acceptable before returning the eBike and obtain an RMA form and return shipping label. Rize Bikes will not be responsible for any costs incurred if a customer decides to ship without first receiving an RMA form and return shipping label from Rize Bikes. You will also be held responsible for any extra costs incurred from using an incorrectly sized box.
      • If a Covered Component or eBike is damaged during shipping due to improper packaging, Rize Bikes will not be responsible for the repair or replacement of the damaged component or eBike. In the event that a returned Covered Component or eBike is deemed to be fully functional and that the return was only approved due to misdiagnoses caused by a customer’s misrepresentation of requested documentation of troubleshooting results, the customer will be held responsible for any shipping costs incurred during the process.
    Warranty Incurred Costs & Reimbursements

    Customers are responsible for all upfront costs of product purchases and/or service charges related to the warranty claim. Once the warranty claim is complete, please submit all itemized receipts and/or detailed paid invoices to Rize Bikes. Rize Bikes will reimburse you by issuing a refund towards your original purchase method within 3-5 business days.

    Product purchases and service fees related to warranty claims are eligible for reimbursement only if they have been previously approved by Rize Bikes. Please submit a quote to Rize Bikes by sending an email to support@rizebikes.com before proceeding with a purchase or service.

    Rize Bikes Service Centre
    113-2680 Shell Road
    Richmond, BC V6X 4C9
    Canada

    Labour Coverage

    Both parts and labour costs are covered under the Limited Warranty for the entirety of the first year. However, after the first year, the Limited Warranty only provides coverage for parts costs.

    For labour costs to be covered under the Limited Warranty, the following conditions apply:

    • The Covered Component is still within its first year of purchase.
    • All documentation requested by Rize Bikes has been submitted.
    • A detailed estimate or quote of the labour costs has been sent to Rize Bikes.
    • Rize Bikes has provided explicit approval for the labour at the estimated costs.
    • The final labour cost does not exceed the original estimated or quoted cost by more than 10%.

    Types of labour not covered under the Limited Warranty:

    Simple procedures such as:

    • Replacing the LCD, battery fuse, battery balancer, controller, speed sensor, headlight, taillight, and anything that doesn’t require advanced technical skills.
    • Adjusting or replacing the brakes, brake pads, derailleur, fenders, headset, handlebar, seat, tires, inner tubes, rims, brake rotors, pedals, and anything that doesn’t require advanced technical skills.
    Special Cases:

    Exceptions can be made for:

    • Individuals who have documented attempts at adjustments or replacements while following instructions from Rize Bikes but still cannot fix the issue.

    *Exceptions will be approved on a case-by-case basis. Please provide the requested documentation to the Rize Bikes team for approval.

    Warranty Claim Timeline

    The Rize Bikes team will attempt to respond to your case within 1 to 3 business days. However, during peak seasons, it may take a bit longer for us to get back to you. Please refrain from sending new emails about the same issue to avoid congestion within our system and further delay our response time. Rest assured your issues are all very important to us, and we are doing our best to resolve them quickly. We appreciate your understanding and patience.

    Customer Responsibilities
    Verify Replacement Parts Received

    When a customer receives replacement parts under warranty, they are responsible for verifying that the parts are correct and must report any discrepancies within 10 business days. Failure to report incorrect parts within this timeframe will result in the closure of the claim and denial of any subsequent claims. Reports of receiving incorrect parts must include:

    • A picture of the incorrect part alongside the part it is meant to replace.
    • If it’s a sizing issue, pictures showing measurements of both the incorrect and the correct parts.
    • A picture of the SKU and/or barcode on the box in which the incorrect part was delivered.
      Reply Within a Reasonable Timeframe

      Customers are expected to respond to communications from a Rize Bikes representative (via phone, text, email, etc.) within a reasonable timeframe, defined as 30 calendar days. Failure to respond within this period will result in the resolution and closure of the warranty claim. Any future claims regarding the same issue, made outside of the limited warranty period, will be denied. If a customer responds within the limited warranty period but after the 30-day timeframe has passed, the case will be reopened and placed at the end of the queue.