Manufacturer warranty
This page is an English translation. The German version is authoritative.
Brands at a glance
DYU
Warranty period and eligible persons
The warranty is registered automatically when the first purchaser places the order in the online shop. The warranty therefore applies to the first purchaser, and the 1-year warranty period begins on the date on which the original owner received the product.
Reselling the e-bike does not automatically transfer the warranty. The new owner can only make use of the warranty if both of the following conditions are met:
- The 1-year package has not yet expired since receipt by the original owner, and
- The new owner has the name of the original buyer as well as the original order number.
Covered products
DYU replaces all components that are considered defective or damaged without user error (including transport damage). The warranty applies to all DYU e-bike models.
Frames
DYU e-bike frames are covered by a 1-year replacement warranty.
- This warranty covers frame replacement only. Labour costs for transferring components to the replacement frame are not included. The conversion must be carried out by an authorised DYU technician.
- DYU reserves the right to use frames from stock with minor scratches or dents when replacing.
- If certain frame styles or colours are unavailable, DYU may at its discretion provide compatible alternatives.
Frame damage excluded from the warranty (among others):
- Corrosion
- Fading of colours, scratches, impact or dent marks
- Collision damage
- Non-reversible modifications (e.g. drilling, welding)
- Damage to or wear of chain guard brackets (if present)
Batteries
DYU batteries are covered by a pro-rated 1-year warranty.
- Within the first year: A defective battery is repaired or replaced free of charge. The warranty period remains tied to the original purchase date.
- After the first year has expired: A pro-rated credit amount, based on the previous period of use (months), is credited towards the purchase of a new battery. Batteries bought at the pro-rated price receive a new 1-year warranty from the pro-rated purchase date.
- A cash payout is excluded.
- An assessment and determination of a battery defect can be made exclusively by DYU.
This limited warranty does not cover:
- Defects or damage arising from accident, misuse, improper use, abnormal use (including but not limited to stunt riding, racing or other similar activities that do not correspond to the intended use of the products), improper storage, exceptional exposure to liquids, chemicals, moisture, abrasives, sand or dirt, neglect, or exceptional physical, electrical or electromechanical stress
- Defects or damage caused by private modifications
- Scratches, dents and cosmetic damage unless caused by DYU
- Products in which the serial number or barcode has been removed, made illegible, damaged, altered or unreadable
- Normal wear and tear
- Defects or damage to the products caused by the use of accessories, products or add-on/peripheral devices that were not supplied or approved by DYU
- Defects or damage caused by assembly, testing, operation, maintenance, installation, servicing, repair or adjustment that deviates from the assembly instructions or the user manual
- Defects or damage caused by external causes such as collision, fire, flooding, storm, lightning strike, earthquake, weather influences, theft, blown fuses or improper use of a power source
In addition, for the battery this limited warranty does not cover defects or damage:
- Caused by charging with a charger that is not intended or suitable for the battery, or by improper use of a charger
- If a seal of the battery is broken or shows signs of tampering
- If the battery is used in a device other than the e-bike intended for it
Parts & components
Original DYU parts and components are covered by a 1-year limited warranty. (If spare parts are shipped to the customer under warranty, the customer bears the shipping costs.)
This limited warranty does not cover:
- Normal wear that is not caused by a material or workmanship defect. Parts that are generally not covered include (among others):
- Brake pads
- Brake discs (rotors)
- Spokes
- Tyres/tubes
- Chains
- Chainrings
- Cassettes
- Cranksets
- Parts compromised by corrosion due to moisture, heat, etc.
- Damage to or deterioration of the surface condition, appearance or aesthetics of the product
- Frame, fork, handlebars, seat post, saddle, brakes, lights, crankset, pedals, rims, hubs, freewheel, cassette, derailleur, shifter, motor, throttle, controller, wiring harness, LCD display, kickstand, reflectors and hardware – for these parts a warranty of one week after receipt of the goods applies. Damage occurring during use after the seven days have expired is chargeable.
- Labour costs for replacement or conversion of parts
- Defects or damage due to accident, misuse, improper use, abnormal application (such as stunt riding or racing), improper storage, moisture, chemicals, dirt, sand or improper electrical/electromechanical stress
- Scratches, dents and other cosmetic damage not caused by DYU
- Products in which the serial number or barcode has been removed, damaged or made unreadable
- Damage arising from the use of accessories or third-party products not approved by DYU
- Damage due to faulty assembly, operation, maintenance, repair or installation contrary to the assembly instructions or the user manual
- Damage due to external causes such as collision, fire, flooding, storm, lightning strike, earthquake, weather influences, theft, blown fuses or improper use of power
Warranty period at a glance
| Category | Period |
|---|---|
| Frame | 1 year |
| Battery | 1 year (pro-rated) |
| Parts & components | 1 year |
| Main mechanical parts (frame, fork, handlebars, display, motor, controller etc.) | 7 days after receipt |
Important conditions
- A repair or replacement under warranty does not extend the original warranty period.
- Damage caused by improper use, misuse, overloading, a fall, an accident, theft, vandalism or failure to observe the operating instructions is excluded.
- Normal wear of wear parts is excluded.
- Commercial use (for example as a delivery or fleet vehicle) is not covered.
- Free advertising gifts and promotional accessories are not covered.
- Cosmetic damage such as scratches, dents or fading paint is not covered.
How to report a warranty claim
All warranty claims must be made directly to DYU and sent to service@dyucycle.com. Each warranty application requires proof of purchase as well as photos or videos of the damaged product.
Before making a warranty claim, we recommend that you first contact us at service@dyucycle.com, as there may be a simple solution to your problem.
Valid warranty claims are processed by DYU within 1 year of the original purchase date. DYU does not replace any parts before photos or videos of the damaged product have been provided. Customers must provide proof by e-mail.
Transport damage
In rare cases an item may be damaged in transit. If transport damage occurs, please contact service@dyucycle.com and send us photographic or video evidence.
Free accessory parts are excluded from replacement or compensation if they suffer scratches or similar cosmetic damage during transport.
Note: Claims due to transport damage are accepted no later than 7 days after receipt of the goods.
Your statutory rights remain unaffected
The manufacturer warranty is a voluntary service provided by the manufacturer DYU. It does not replace your statutory consumer rights, in particular the statutory warranty you have against the seller – that is, against MRADO. The statutory warranty applies irrespective of the manufacturer warranty.
DUOTTS
1. Scope of warranty and eligibility
1.1 Who and what is covered
This warranty applies exclusively to the first purchaser of the product and is non-transferable. The warranty takes effect automatically on delivery; no registration is required.
1.2 Geographic scope
This warranty only applies to products that are purchased and used within the EU and the United Kingdom. Spare parts under warranty are only shipped to addresses in EU member states and the UK (with the exception of certain small island addresses).
1.3 Customer obligations
Customers must handle the product with care and follow all maintenance, storage and operating instructions in the user manual. Otherwise the warranty may become void.
2. Warranty periods by component
The warranty period begins on the day of delivery and remains valid for the periods set out below. The table specifies coverage and exclusions per category.
| Category | Period | Covered components | Covered defects | Excluded |
|---|---|---|---|---|
| Frame & structure | 2 years | Frame, fork, seat post, rims, handlebars | Natural deformation, weld crack, manufacturing defect | Own modifications, damage from falls, overloading |
| Electronics & electrics | 1 year | Controller, display, motor, battery, charger, sensors, electronic control, brake system, rear light, waterproof wiring harness, throttle | Open circuit, short circuit, burnout, loss of performance due to manufacturing defect | Water ingress, damaged cables, intentional damage, use of uncertified chargers |
| Drivetrain & suspension | 1 year | Front fork, shock absorbers, hubs, drum brakes, axles, clamps, folding parts | Bearing damage, manufacturing defect, abnormal noises (inherent to manufacture) | Damage from falls, improper assembly, water damage |
| Mechanical parts | 6 months | Cassette, derailleur, crankset, chainring, bottom bracket, pedals, handlebars, mudguards, grips, spokes | Manufacturing defect, functional failure under normal use | Normal wear, own modifications, falls |
| Wear parts | 7 days | Tyres, brake pads, brake/gear cables, tubes, chain, saddle, bolts, plastic parts, screws & nuts | Transport damage on delivery only (Dead on Arrival) | Normal wear, tyre punctures caused by sharp objects, any use-related wear |
Notes:
- Vehicles for commercial use (for example delivery or fleet vehicles) are not covered; for such vehicles only the respective purchase agreement applies.
- Free gifts and promotional items are not covered.
- A repair or replacement does not reset or extend the warranty period.
- Damage caused by human error or misuse is not covered.
3. Warranty exclusions
3.1 General exclusions
This warranty does not cover:
- Normal wear of wear parts
- Damage due to misuse, improper or negligent handling, including stunt riding, overloading, off-road use of non-off-road models, or operation outside the product specifications
- Damage or defects due to unauthorised modifications, including the use of non-original parts, software changes or tampering with the electrics
- Damage or defects due to external factors such as accidents, collisions, theft, vandalism, fire, flooding, power surges, exposure to corrosive substances or force majeure
- Cosmetic damage such as scratches, dents or fading paint
- The battery warranty does not cover the natural loss of capacity through normal use – this is an inherent characteristic of lithium-ion batteries and not a defect
- Damage or defects due to failure to observe the instructions in the user manual
- Damage or defects due to continuous operation at or above the rated power limit
- The battery warranty does not cover damage or defects caused by extreme temperatures (operation below −10 °C or above 45 °C; storage outside −20 °C to +50 °C)
- Damage or defects caused by physical impact, collision or external force on the motor housing
- This warranty does not cover incidental costs, including costs for alternative transport, fuel costs or loss of use
4. Transport damage
This warranty does not cover transport damage. However, DUOTTS will repair or replace a product damaged in transport if:
- You notify DUOTTS within 7 calendar days of receiving the product,
- you provide clear photos or videos of the damage and the outer packaging, and
- you retain the original packaging for inspection on request.
If you arrange the shipping yourself, DUOTTS is not responsible for damage occurring during transport.
5. Repair, replacement or refund
- Remedy: If a defect is confirmed and is covered by the warranty, DUOTTS may at its discretion repair the defective part or product, replace it with a new or refurbished part of equivalent or better functionality, or – if neither is possible – grant a refund up to a maximum of the original purchase price (less reasonable depreciation).
- Spare parts: Spare parts may be new, refurbished or repaired and must be functionally equivalent to the original.
- No extension: The warranty period for repaired/replaced parts remains tied to the original delivery date.
- Ownership of replaced parts: All replaced parts pass into the ownership of DUOTTS.
6. Handling warranty claims
Contact DUOTTS customer service at amy@duotts.com and provide:
- Proof of purchase
- Order number and delivery address
- A detailed description of the problem
- Photo and/or video evidence
- Purchase platform/channel
- For replacement of the battery key/battery holder: the battery serial number and the motor number
Processing: DUOTTS reviews the documents and confirms eligibility. For simple problems an immediate solution is offered or parts are shipped. For complex problems troubleshooting instructions are provided. After assessment, the solution is confirmed and parts are shipped if necessary.
Prior approval: Never carry out repairs without prior notification to DUOTTS. Repairs without prior notification may render the warranty for the affected component void.
Safety warning: If you suspect a safety-related defect, you must stop using the product immediately. DUOTTS is not liable for injuries or damage arising from continued use after such a defect has been identified.
7. After expiry of the warranty and lifetime technical support
For defects arising after expiry of the warranty, DUOTTS may offer chargeable repair services provided spare parts are available. Regardless of warranty status, all owners are entitled to lifetime technical support; however, the cost of spare parts after expiry of the warranty is borne by the owner.
8. Used and transferred products
- The warranty applies only to the first purchaser and is non-transferable.
- Used, resold or otherwise transferred products are not covered.
- The original proof of purchase does not extend warranty coverage to later owners.
9. Bicycle theft and data privacy
Theft is not covered by this warranty or by extended warranty programmes. To protect privacy, DUOTTS does not collect, store or track frame numbers or serial numbers. We recommend that you independently note the frame and serial numbers on receipt of the e-bike and store them securely.
Your statutory rights remain unaffected
This manufacturer warranty is a voluntary service provided by the manufacturer DUOTTS. It does not replace your statutory consumer rights, in particular the statutory warranty you have against the seller – that is, against MRADO. The statutory warranty applies irrespective of this manufacturer warranty.
OneSport
1. Scope and eligibility
- Who is covered: OneSport warrants that all products are free from material and workmanship defects under normal use for the periods set out in section 2.
- What is covered: OneSport warrants that all products are free from material and workmanship defects under normal use for the periods set out in section 2.
- Geographic scope: This warranty applies exclusively to products that are purchased and used within the EU (EU member states only). Spare parts are only shipped to addresses in EU member states. The warranty does not apply in non-EU countries of the EEA, in Switzerland, in the United Kingdom or in other territories.
- Customer obligations: Customers must handle the product with care and follow all maintenance, storage and operating instructions in the user manual. Otherwise the warranty claim may be impaired.
2. Warranty periods by component
The warranty period begins on the day of delivery and remains valid for the periods set out below.
| Category | Period | Covered components | Covered | Not covered |
|---|---|---|---|---|
| Frame & structure | 2 years | Frame, stem, seat post, rims, handlebars | Natural deformation, weld crack, manufacturing defect | Own modifications, collision damage, overloading |
| Electric & electronics | 1 year | Controller, display, motor, battery, charger, sensors, e-controls, brake system, rear light, waterproof wiring, throttle | Open circuit, short circuit, burnout, loss of performance due to manufacturing defect | Water ingress, damaged cables, intentional damage, use of unapproved chargers |
| Drivetrain & suspension | 1 year | Front fork, shock absorbers, wheel hubs, drum brake, axle, clamps, folding parts | Bearing damage, manufacturing defect, abnormal noises (inherent to manufacture) | Collision damage, improper assembly, water damage |
| Mechanics | 6 months | Freewheel, derailleur, crank, chainring, kickstand, pedals, headlight, mudguards, grips, spokes | Manufacturing defect, functional failure under normal use | Wear through normal use, own modifications, collision |
| Wear parts | 7 days | Tyres, brake pads, brake/gear cables, tubes, chain, saddle, bolts, plastic parts, screws & nuts | Only defective on delivery (Dead on Arrival) | Normal wear, punctures caused by sharp objects, any use-related wear |
Notes:
- Vehicles for commercial use (for example delivery or fleet vehicles) are not covered; for such vehicles only the respective purchase agreement applies.
- Free gifts and promotional items are not covered.
- A repair or replacement does not reset or extend the warranty period.
- Damage caused by human action or misuse is excluded regardless of the warranty period.
3. Warranty exclusions
3.1 General exclusions
This warranty does not cover:
- Normal wear of wear parts
- Damage due to misuse, improper or negligent handling, including stunt riding, overloading, off-road use of non-off-road models, or operation outside the product specifications
- Damage or defects due to improper assembly, installation or adjustment by the user or unauthorised third parties
- Damage or defects due to unauthorised modifications, including the use of non-original parts, software changes or tampering with the electrics
- Damage or defects due to external factors such as accidents, collisions, theft, vandalism, fire, flooding, power surges, exposure to corrosive substances or force majeure
- Cosmetic damage such as scratches, dents or fading paint
- Damage or defects due to failure to observe the instructions in the user manual
- Products purchased through an unauthorised distribution channel, including used products
This warranty does not cover incidental costs, including costs for alternative transport, fuel costs or loss of use.
3.2 Battery-specific exclusions
In addition to the general exclusions, the battery warranty does not cover:
- The natural loss of capacity through normal use – this is an inherent characteristic of lithium-ion batteries and not a defect
- Damage or defects due to the use of chargers not supplied or approved by OneSport
- Damage or defects due to extreme temperatures (operation below −10 °C or above 45 °C; storage outside −20 °C to +50 °C)
- Damage or defects due to improper storage, including prolonged storage at full or very low charge, or not charging the battery every 30 days during storage
- Damage or defects due to water ingress or submersion
3.3 Motor-specific exclusions
- Damage or defects due to water ingress, submersion or operation beyond the product's IP protection rating
- Damage or defects caused by physical impact, collision or external force on the motor housing
- Damage or defects due to continuous operation at or above the rated power limit
4. Transport damage
This warranty does not cover transport damage. However, OneSport will repair or replace a product damaged in transport if you notify OneSport within 7 calendar days of receipt, provide clear photos or videos of the damage and the outer packaging, and retain the original packaging for inspection on request. If you arrange the shipping yourself, OneSport is not responsible for damage occurring during transport.
5. Repair, replacement or refund
- Remedy: If a defect is confirmed and is covered by the warranty, OneSport may at its discretion (a) repair the defective part or product, (b) replace it with a new or refurbished part of equivalent or greater functionality, or (c) – if neither is possible – offer a refund up to a maximum of the original purchase price less reasonable depreciation.
- Spare parts: Spare parts may be new, refurbished or repaired and must be functionally equivalent to the original.
- No extension: The warranty period for repaired/replaced parts remains tied to the original delivery date.
- Ownership of replaced parts: All replaced parts pass into the ownership of OneSport.
6. Handling warranty claims
Contact OneSport customer service at support@onesportglobal.com and provide: proof of purchase, order number and delivery address, a detailed description of the problem, photos and/or video evidence, and the purchase platform/channel.
Processing: OneSport reviews the documents and confirms eligibility. For simple problems an immediate solution is offered or parts are shipped. For complex problems troubleshooting instructions are provided. After assessment, the solution is confirmed and parts are shipped if necessary.
Prior approval: Do not carry out any repairs without prior notification to OneSport. Repairs without prior notification may render the warranty for the affected components void.
Safety notice: You must stop using the product immediately if you suspect a safety-related defect. OneSport is not liable for injuries or damage arising from continued use after such a defect has been identified.
7. After expiry of the warranty and lifetime technical support
For defects arising after expiry of the warranty, OneSport may offer chargeable repair services provided spare parts are available. Regardless of warranty status, all owners are entitled to lifetime technical support; however, the cost of spare parts after expiry of the warranty is borne by the owner.
8. Used and transferred products
- The warranty applies only to the first purchaser and is non-transferable.
- Used, resold or otherwise transferred products are not covered.
- The original proof of purchase does not extend warranty coverage to later owners.
9. Bicycle theft and data privacy
Theft is not covered by this warranty or by extended warranty programmes. To protect privacy, OneSport does not collect, store or track frame numbers or serial numbers. We recommend that you independently note the frame number and serial number on receipt of the e-bike and store them securely. Consider taking out separate bicycle theft insurance.
10. Limitation of liability
- OneSport's total liability is limited to the original purchase price.
- OneSport is not liable for indirect, incidental, special or consequential damages.
- This does not exclude liability for death or personal injury caused by negligence, or any liability that cannot legally be excluded.
11. Statutory rights
This warranty is a voluntary commercial warranty and does not affect your statutory rights under applicable consumer protection legislation.
12. Governing law and dispute resolution
- Governing law: This policy is governed by the law of the French Republic. This choice of law does not deprive you of the protection of mandatory consumer protection provisions of the EU member state in which you have your habitual residence.
- Complaint handling: Contact customer service first at support@onesportglobal.com. OneSport responds within 30 calendar days.
- Severability: If any provision is invalid, all remaining provisions remain fully effective.
13. Amendments
OneSport reserves the right to amend this policy. Amendments only apply to products purchased after the date of the amendment.
14. Contact information
- Customer service: support@onesportglobal.com
- Address: Block A, 11th Floor, Tower 7, Lehuizhongxin, No. 489 Jihua Road, Longgang District, Shenzhen, Guangdong, People's Republic of China
- Business hours: Monday–Friday, 9:00–17:00 (CET)
Your statutory rights remain unaffected
This manufacturer warranty is a voluntary service provided by the manufacturer OneSport. It does not replace your statutory consumer rights, in particular the statutory warranty you have against the seller – that is, against MRADO. The statutory warranty applies irrespective of this manufacturer warranty.