Warranty
We provide different warranty periods depending on the product part. Please see the table below:
For any warranty issues or questions please provide your order number and product’s serial number so our team can better serve you. Any photos and videos you can provide are great for helping us to diagnose specific cases.
Proper Maintenance for Continuous Safe Use
We use a brushless DC motor which has a usable lifetime of up to 10 years with careful use and maintenance. Please pay attention to the points below:
- Pay attention to the bike’s breaks. In case the breaks cause extra friction when riding the bike, the motor will experience increased stress that can lead to heating issues causing the magnetic steel to demagnetize. Continued use of the motor in such a case would lead to increased wear and shorten the lifetime of the motor.
- In case of a noise coming from the motor please check the bearings immediately. Issues with bearings can lead to scratches that render the motor useless.
- Avoid riding the bike in the water. The motor uses sealants, sealing rings and has an IPX5 rating but it still isn’t 100% waterproof.
- To protect the system controls please make sure the power is off when you connect or disconnect any parts.
In case of a Warranty issue you can find our contact details and form here.
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@esoulbike.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@esoulbike.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
