WARRANTY AND REPLACEMENT POLICY

All Macfox bikes are covered under our 2-year, all-inclusive manufacturer's warranty for the owner against all manufacturing defects. (All accessories are not covered by warranty service.)

WARRANTY PERIOD AND TARGET AUDIENCE TERMS

The warranty is registered automatically when the initial purchaser orders and then receives the product from our online shop and applies to the initial purchaser only.

As for warranty transfer, the ebike transferee can only benefit from the warranty when both of these conditions are met:

  • The 2-year package hasn't expired since the initial owner has received it;
  • The new owner has the initial purchaser’s name and the original order number.

    COVERED PRODUCTS

    Macfox will replace any component that is deemed to be defective or damaged (including damage incurred during shipment), except in case of user error. The warranty covers the listed products and follows the terms below:

    Frame

    Macfox ebike frames are covered by a replacement warranty for 2 years.

    This warranty includes a replacement frame only. Labor charges associated with transferring parts to replacement frames are not included. An authorized Macfox service representative will determine if the frame meets the replacement standard.

    Macfox reserves the right to use scratch and dent stock when replacing a frame under this warranty. Frame styles and/or colors not in stock may be replaced with a compatible style and/or color at Macfox’s discretion.

    Frame issues excluded from this warranty include but are not limited to:

    • Corrosion
    • Paint fade, scratches, and impact marks
    • Impact damage
    • Non-reversible modification (such as drilling or welding)
    • Chain guard mounted to the frame, if applicable

    Batteries

    Macfox batteries are covered by a 2-year prorated warranty.

    During the first 2 years of service – A defective battery will be repaired or replaced at no cost to the customer. The warranty period for a repaired or replaced battery will remain unchanged from the original purchase date.

    No cash reimbursement will be made.

    Batteries can be assessed and found defective directly by macfox only.

    This Limited Warranty does not cover:

    • Defects or damage resulting from accidents, abuse, misuse, abnormal use (including but not limited to stunt riding, racing, or other similar activities not consistent with the intended use of the Products), improper storage, abnormal exposure to liquid, chemical exposure, moisture, abrasives, sand or dirt, neglect, or abnormal physical, electricalor electromechanical stress;
    • Defects or damage caused by private modification;
    • Scratches, dents, and cosmetic damage, unless caused by macfox;
    • Products that have the serial number or bar-code removed, defaced, damaged, altered, or made illegible;
    • Ordinary wear and tear;
    • Defects or damage to the Products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by macfoxfor the Products;
    • Defects or damage caused by the assembly, testing, operation, maintenance, installation, service, repair, or adjustment of the Products in a manner that varies from the Assembly Instructions or Owner's Manual;
    • Defects or damage resulting from external causes such as collision, fire, flooding, windstorms, lightning, earthquakes, exposure to weather conditions, theft, blown fuses, or improper use of any electrical source.

     In addition, with respect to the battery, this Limited Warranty does not cover defects or damage resulting from following actions or situations:

    • Charging with a battery charger not intended or appropriate for use with the Battery;
    • Using a battery charger improperly;
    • If any of the seals on the battery are broken or show evidence of tampering;
    • If the Battery has been used in equipment other than the Bike for which it is specified.

    Parts & Components

    Original Macfox parts and components are covered by a 2-year limited warranty. (If more than 15 days have passed since the date of receipt of the bike, the replacement of parts within the warranty period will require shipping costs.)

    This Limited Warranty does not cover:

    1. Parts compromised by corrosion due to exposure to the elements (moisture, heat, etc.);
    2. Damage or deterioration of the surface finish, appearance, or aesthetics of the product;
    3. The Warranty of the frame, forks, handlebar, seat post, saddle, brakes, lights, crank-set, pedals, rims, wheel hub, freewheel, cassette, derailleur, shifter, motor, throttle, controller, wiring harness, LCD, kickstand, reflectors, and hardware only extendsone week after receiving the goods. Parts damaged during use after seven days will be charged to the customer;
    4. Labor charges for part replacement or changeover;
    5. Defects or damage resulting from accidents, abuse, misuse, abnormal use (including but not limited to stunt riding, racing, or other similar activities not consistent with the intended use of the Products), improper storage, abnormal exposure to liquid, chemicals, moisture, abrasives, sand or dirt, neglect, or abnormal physical, electrical or electromechanical stress;
    6. Scratches, dents, and cosmetic damage not caused by Macfox;
    7. Products with the serial number or bar-code removed, defaced, damaged, altered, or made illegible;
    8. Defects or damage to the Products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by Macfoxfor the Products;
    9. Defects or damage caused by improper assembly, testing, operation, maintenance, installation, service, repair, or adjustment in a manner that varies from the Assembly Instructions or Owner's Manual;
    10. Defects or damage resulting from external causes, such as collision, fire, flooding, windstorms, lightning, earthquakes, exposure to weather conditions, theft, blown fuses, or improper use of any electrical source.
    11. Ordinary wear and tear not resultingfrom defects in workmanship or materials. Wear and tear can be assessed by Macfox. Parts not typically covered include but are not limited to:
    • Brake pads
    • Rotors
    • spokes
    • Tires/tubes
    • Chains
    • Chain rings
    • Cassettes
    • Crank-set

    CLAIMS PROCESS

    1. Warranty Claims

    All claims to this warranty must be made through Macfox and submitted to customer@macfoxbike.com. Proof of purchase and photos or videos of the damaged product is required to be submitted alongside any warranty request. Before making a warranty claim, you are encouraged to contact Macfox via customer@macfoxbike.com, as there may be a simple fix for your problem that does not necessitate filing a claim. Valid warranty claims made within 2 years of initial purchase will be processed through Macfox.

    A deposit is required to replace the LCD display, motor, controller, and/or battery, which will be refunded in full upon receival by Macfox of the parts that need to be replaced.

    Macfox will not replace any part without first seeing photos or video of the damaged product. Customers must provide this evidence by email.

    Attention: Macfox will offer free components and replacement parts (while shipping fees are not included), and any installation fees will not be covered by Macfox without the after-sales team’s authorization.

    2. Shipping Damage Claims

    We offer an optional Worry-Free Purchase shipping insurance service to guarantee the safe delivery of your package by protecting it against loss, damage, and delay.

    • Delay: Claim for $5 in your local currency if your domestic package is not delivered within 10 days since fulfillment (30 days for international package).
    • Damage: Claim for up to the full value of your purchase if your items are damaged in transit.
    • Loss: Claim for the full value of your purchase if your domestic package is not delivered before the 30th day since fulfillment (60th day for international package).

    Seel Buyer Protection (Shipping Protection) also includes carbon-neutral shipment within the recipient’s country.

    Visit Seel Resolve Center to easily resolve your package issues if any of the above happens. For more information, see Learn more about Buyer Protection.

    Please note: 

    1. Buyer Protection is a value-added service offered by Seel. Please do not purchase Buyer Protection as a stand-alone item. For eligible orders, opting in Buyer Protection at checkout or cart page guarantees safe delivery of your package by protecting them against loss, damage, and delay.

    If you purchased this service and the items you received were damaged during transportation, please contact Seel as soon as possible and follow their guidelines to file a claim, or register the issue with us at customer@macfoxbike.com.

    In rare instances, the item received may be damaged during transportation. If shipping damage occurs, please contact customer@macfoxbike.com and provide us with photo or video proof.

    No free accessories are eligible for replacement or compensation if they are scratched during transportation.

    2. We will not accept shipping damage claims filed more than 7 days after receipt of any products.

    Tel：9496176785
    Email: customer@macfoxbike.com
    Monday-Friday, 9AM-6PM(PST).