Electronics Quality Guarantee Policy

For the following categories of products, Hekka will provide quality warranty service if there are any quality problems or non-human caused problems. Warranty time starts from the time when you receive the goods. Please note that any overdue one-year requests will not be accepted.


Reference of Quality Guarantee Solutions:

  1. Refund: partial refund / full refund / return and refund.
  2. Reship: resend partial products / a new replacement.
  3. Repair.

Warranty Solutions:Reship / Refund / Repair

Additional Instructions:

  • Please contact us via customerservices@hekka.com for a full refund and a new replacement within 30 days.

  • Customers need to provide Hekka with valid proof of quality issues or malfunctions (verification proof of issued by manufacturer's repair centerauthorized repair shop). It needs to be original and real without any alteration, addition or deletion, otherwise the proof will be invalid and Hekka will not provide you the service of refund or returns.

  • Please contact us via customer service customerservices@hekka.com to confirm correct product usage. With confirmation of malfunction, we highly recommend you to fix it in a local repair shop and provide us with valid fix proof. Hekka will cover the fixing cost as compensation (no more than 20% of order product value).


Note:

  1. Due to its nature and usage, clothing, shoes, bracelets, decorations, household gadgets, home decorations, sex products, home textiles, and other similar items are not included in this warranty period. For other product details, please contact us or refer to other warranties.
  2. Natural product degradation through wear and tear, along with breakage/damage during use, is solely the customer's responsibility and is not covered by our warranties.
  3. If the product is damaged/misused by customers, the warranty will be invalid immediately. No compensation is available in such cases. However, you are welcome to contact us to purchase a replacement or spare parts (if applicable).
  4. Proof is needed for any non-human quality problems.
  5. For some products, customers need to provide damage proof or cooperate to check and confirm problems, otherwise we may not be able to cover you under Product Warranty Policy.
  6. 【The warranty is invalid if the customer operates the product under the following circumstances】:
  • refresh the hardware or root the device
  • open the product to fix the device
  • modify, delete, customize or exchange product components
  • use the device in an inappropriate manner
  • continue to use the item once a fault occurs and causes more damage

Electric Scooters/Bikes Quality Guarantee Policy

For the following categories of products, Hekka will provide quality warranty service if there are any quality problems or non-human caused problems. Warranty time starts from the time when you receive the goods. Please note that any overdue requests will not be accepted.

Reference of Quality Guarantee Solutions:

  1. Refund: partial refund / full refund / return and refund.
  2. Reship: resend partial products / a new replacement.

Electric Scooters
Product Parts Accessories Guarantee Period QA Solutions Additional Instructions
Body Structure Frame / Front fork / Rear Fork 1 year Reship / Refund Free replacement for natural cracking, sealing-off and breakage
Folded Components / Handlebar / Accelerator / Brake Device 1 year Replacement is available if it is not working
Folding Stem / Disc Brakes 1 year /
Electronic Accessories Battery 180 days Reship / Refund Replace in cases of attenuation by more than 50%
Charger 180 days Replace only in cases of dysfunction
Controller / Display Meter / Motor / Rear Light 90 days
Remote Controller / Front Light 90 days Replacement is available if it is not working

Electric Bikes
Product Parts Accessories Guarantee Period QA Solutions Additional Instructions
Electronic Components Front Light 90 days Reship / Refund Replace only in cases of dysfunction
Display Screen / Switch 180 days
Motor / Controller / Charger 1 year
Battery 1 year Replace in cases of attenuation by more than 50%
Other Components Kick Stand / Tire / Speed Handlebar / Power Brake Lever / Brake / Fender 90 days Reship / Refund Replacement for transport and natural damage
Pedal / Freewheel / Thumb Shifter / Rear Derailleur 180 days
Front Fork / Folding Stem / Handlebar 1 year
Frame 3 years

Note:

  1. For products purchased with large promotional discounts (snatch, half-and-above discounts, free gifts, giveaways, etc), if there are any quality issues, refund is the only available option.
  2. If the product is damaged or misused by the customer (including accidental damage, collision damage, any accident or flooding damage), the product warranty will become invalid immediately. No compensation is available in such cases. However, you are welcome to contact us to purchase a replacement or spare parts.
  3. Proof is needed for any non-human quality problems.
  4. For some products, customers need to provide damage proof or cooperate to check and confirm problems, otherwise we may not be able to cover you under Electric Scooters/Bikes Quality Warranty Policy.
  5. 【The warranty is invalid if the customer operates the product under the following circumstances】:
  • modify, delete, customize or exchange product components
  • use the device in an inappropriate manner