Warranty Policy

Two separate protections cover what you buy from us, and they are not the same thing. One comes from the law and we cannot reduce it. The other is what we add on top, and it has its own rules. This page explains both in plain language; the binding wording is Section XIII of our Terms & Conditions.

The legal guarantee — two years, whatever else this page says

As a consumer in the EU you have a statutory legal guarantee of conformity: two years from delivery. If goods do not match what was agreed, you can require them to be brought into conformity — repaired or replaced — and, where that fails or is disproportionate, ask for a price reduction or a refund.

Nothing below limits that. Where a rule in our commercial warranty is stricter than the law, the law wins.

The commercial warranty — what we add

Every machine we sell carries our own two-year warranty, from delivery, against manufacturing defects: faults that were present when the machine reached you and show up in normal use. Motor, mainboard, battery — the whole machine, for the full two years.

The commercial warranty is non-transferable — it belongs to the first owner. Selling the machine on does not carry it with the machine.

What it does not cover

Parts that wear out with use are not defects. That includes inner tubes, tyres, pads, grips, cosmetic parts, plastics and mudguards, and any damage caused by use rather than by a fault in manufacturing.

What voids it

These are the situations where we may refuse a warranty repair and the work is charged. Most of them are here because we have seen them end badly, so the reason is written next to the rule:

• The serial number is removed, damaged or unreadable. Without it we cannot tell which machine we are looking at, or when it was sold.
• Fall or drop damage, including a cracked rim. Dropping off a curb feels like nothing — on a heavy wheel it is what cracks rims and housings. Keep tyre pressure up and avoid jumps.
• Water ingress from riding in mud or heavy rain. Light rain is fine if your machine has an IP rating. Water inside the casing burns boards, and a cutout at speed is dangerous in a way a repair bill is not.
• Repairs attempted by you or by anyone we have not authorised. Ask us first — we would rather send you the part than diagnose someone else's work.
• Chargers, batteries or peripherals other than the ones supplied. That includes "smart" and "intelligent" chargers, fast chargers, adapters, boosters, charge doctors and converters. This is the single most common way a healthy battery pack is destroyed.
• Modifications that affect how the machine works or how safe it is. Check with us before fitting anything that means opening the shell.
• Mains faults, improper connection, extreme conditions or force majeure.
• Battery damage from not using it. Cells degrade when they sit. Store at around 21 °C and between 40% and 70% charge, and cycle the pack occasionally.
• Battery damage from heavy use. More than 3,000 km in one year counts as heavy use.

Even where the commercial warranty is void, your statutory rights under the legal guarantee are untouched — we assess those separately.

About batteries

A lithium battery is the one part of a wheel that is designed to get worse. It loses capacity gradually, with time and with charge cycles — a pack that gives you slightly less range in its second year than in its first is behaving exactly as it should. That gradual loss is not a defect, and no warranty anywhere covers it, ours included.

A pack that fails is a different thing entirely: cells that die, a BMS that stops, a pack that will not take charge or will not hold one. That is a fault, and it is covered like any other component for the full two years.

Between the two sits the honest grey area — a pack that has lost far more than it should have. Open a ticket and let the workshop measure it; we would rather look than argue. And the sooner the better: what changes with time is not your rights but how clearly a fault can still be traced to the way the machine left us.

The storage advice above is not fine print. It is most of what decides whether your pack is healthy in three years.

How to claim

1. Open a service ticket. Not an email — a ticket carries a number, and everything about your case stays on it. Include your order number, the serial number, and photos or video of the fault. If a serial number was recorded when we shipped your machine, your warranty is already registered to you and we can see it.
2. Wait for our instructions before shipping anything. This matters more than it sounds: electric unicycles and scooters contain large lithium-ion batteries, which are dangerous goods for transport. Most couriers will refuse the parcel or fine the shipment. We will tell you which carrier and service to use, or arrange a compliant collection.
3. Send the machine with its documents — invoice, and the warranty card where one was issued — to our service centre, once we have confirmed the claim and the carrier:
   MyEWheel LTD — attn. Luchezar Velkov
   Property 200, Bahchaluka District
   Dolni Voden 4250, Asenovgrad, Bulgaria
   +359 878 77 57 70
   This is the only address that receives machines. Our registered office on Solunska Str. is a company address, not a workshop — a parcel sent there costs you the carriage twice.

How long a repair takes

Once we accept a warranty claim, we allow ourselves at least 14 days to carry out the repair. Where we have to wait — for a manufacturer's answer, or for a part that is not on the market — we may extend that by up to 28 days for diagnosis and 28 days for the repair. Beyond that we do not simply keep your machine: we come back to you with the options and only continue with your agreement.

Who pays the transport

We are not obliged to cover the cost of sending a product in for warranty service, and normally that cost is yours. In practice we often do better than that — a free collection, or half the carriage — and we will tell you which applies to your case when we accept the claim.

Where the fault allows it, we would rather ship the part to you than have the machine travel twice. If you are comfortable fitting it, say so on the ticket: it is faster, and you keep riding.

Out-of-warranty repairs

Our workshop repairs machines that are out of warranty too, and machines whose claim we could not accept. Open the same service ticket and you get a diagnosis and an individual quote before any work starts.

Buy-back

If your machine is still inside its warranty period, no claim on it has been denied, and it is in the condition you received it in allowing for normal wear, you can offer it back to us instead of repairing or selling it. The conditions and the process are in Section XIV of the Terms & Conditions — original packaging, charger and accessories included.

Machines we did not sell you

Our commercial warranty covers what you bought from MyEWheel. Used machines bought through the EUC Marketplace are sold by private individuals, not by us, and carry no warranty from us — though our workshop will happily quote you for the repair.

Questions

Anything for the workshop belongs on a service ticket. For everything else, write to help@myewheel.com or call +359 878 77 38 22. French-speaking customers can reach our French line at 06 12 07 70 53.