JOBOBIKE customer service

• About the delivery

With the exception of pre-sale orders, the order will be dispatched within 3 working days after successful payment. If delivery is delayed due to force majeure or other special circumstances, such as: B. Holidays, the delivery time will be based on the page message or customer service message; The order will be displayed after the order is placed.

• receipt of goods

Customers must inspect the products within 3 business days of receipt. If you find that the product is damaged, you must submit the "JOBOBIKE Customer Service Form" in a timely manner to our company. In this case, our company will provide maintenance parts free of charge. In the event of serious damage, both parties will negotiate a solution. More than 3 days will be considered normal receipt.

• About Returns and Exchanges

Therefore, in order to provide a better experience for customers who choose our products, we offer a 20-day return and exchange service without any reason (20 days refers to 20 natural days from the invoice date). If you are not satisfied with your e-bike test ride within the specified period, you can request a return. (To ensure that there is no obvious wear on the e-bike's wearing parts, we assume that the test riding distance of the bike is no more than 10 km.)

Please keep the packaging box for at least 20 days to safely package the product for return.

If the return or exchange is not due to quality defects, the buyer must bear the return shipping costs and ensure that all accessories are complete and free of damage when returning or exchanging the goods. If accessories are missing during the test drive or the e- If the bike is damaged, the customer must bear part of the damages. If the returned electric bike meets the above conditions, JOBOBIKE will issue the refund after deducting the freight; if the returned electric bike has obvious signs of use and wear, JOBOBIKE will issue the refund after deducting freight and 20% of the electric bike fee as a handling fee. In the event of a return or exchange of goods due to quality problems, JOBOBIKE will cover the return shipping costs.

The return and exchange service does not apply to damage caused by accident, misuse, misuse or negligence. Changes to the frame or parts by the customer will void the return and exchange service.

In any case, we do not recommend returning goods. The fact that the customer places an order means that the buyer and seller agree to each other's agreement.

• About Parameters

Our company tries to do what you see is what you get. In order to provide consumers with an exchange experience, we constantly improve the performance, configuration and reliability of the product. If the page description cannot be updated in time due to product upgrade, please refer to the actual product. We promise that the updated product will not affect your riding experience and the performance of the e-bike is better than the old version. Therefore, nuances are not used as a basis for variation in description.

• About Accessories

Due to the different batches of electric bikes, the related parts such as tires, motors, instrument displays, etc. may be slightly different. If there are differences in parts and the page description cannot be updated in time due to product upgrade, please refer to the actual product. We promise that the updated product will not affect your riding experience and the performance of the e-bike is better than the old version. Therefore, nuances are not used as a basis for variation in description.

• Range

The description of the range on the site is based on the data measured in the JOBOBIKE laboratory test. The test conditions are 75 kg weight, 25 degrees temperature, flat road surface and the mileage data measured from full charge to full discharge of the battery consumed. Due to different usage conditions, different scenarios and usage of each person, the range is affected by load, driving habits, speed and other aspects. Therefore, the range value is for reference only and is not used as a basis for qualitative purposes. Data will not be used for returns or exchanges of the goods.

• About the battery

The lifespan of lithium batteries is closely related to usage habits. To ensure the battery works better, it is recommended not to drive at full speed for a long time while driving. The battery can be charged when the remaining power is about 20% (try to avoid over-discharging the battery), and make sure it is fully charged at once. When the battery is fully charged, the charger must be disconnected in time to avoid overcharging the battery, which will affect the battery life and safety. According to the relevant laws and regulations and the nature of the product, under no circumstances is it prohibited to bring the battery or the entire e-bike indoors for charging, and it should be charged in an open and supervised area as much as possible.

• Armature

The content of the instrument display interface is subject to the actual product.

• About Transport

Our company constantly improves the packaging and scientific placement of products, and selects reliable and strict logistics companies. However, the e-bikes are large goods with many parts, so in some cases there may be slight scratches and paint loss due to collision during logistics transportation, or some parts of the product may be deformed by extrusion, such as: B. Extrusion deformation of the brake, luggage rack or front fork, etc. These above conditions do not belong to quality problems or defects in goods and therefore will not be used as a basis for returning the e-bikes. If this is not acceptable, our company is ready to provide you with parts replacement or e-bike replacement services.

Customers can contact JOBOBIKE if they encounter difficulties during assembly, and our staff will provide assembly consultation services to customers.

• About the guarantee

10-1 E-Bike Limited Warranty
JOBOBIKE offers a limited warranty of 24 months or up to 2000 km for your e-bike (whichever comes first or how many kilometers you have), and the after-sales service cycle starts from the date of sale.

If non-man-made damage to the product occurs during the warranty period, JOBOBIKE will provide free replacement parts or remote support after purchase. Specific problems are resolved through negotiations between both parties.
The warranty period for repair parts corresponds to the warranty period for the entire vehicle. After the bicycle is repaired during the warranty period, warranty service will continue to be provided from the date of sale.
Accessory categories and warranty period:

(1) Period: 5 years.
(2) Motor, controller, battery, charger, display, light, handlebar stem, front fork, rear rack, etc.: 2 years.
(3) Spokes: 3 Monate.
(4) Normal wear and tear on parts at risk such as tires, brakes and pedals is not considered a defect and is not covered by the warranty.

Note: The following situations are not covered by the warranty:
(1) A valid frame serial number could not be provided.
(2) The e-bike and its parts have exceeded the warranty period;
(3) Failures or damage caused by unauthorized modification or repair of mechanical or electrical components of the E-bike
(4) product defects or damage caused by the use of accessories not specified by JOBOBIKE;
(5) failures or damage caused by improper installation, use or operation;
(6) failure or damage caused by using the product in an unspecified working environment;
(7) product failure or damage due to improper maintenance (moisture, mold, or exposure to extreme environmental conditions);
(8) Normal wear and tear of wear parts such as tires, brakes and pedals is not considered a malfunction and is not covered by the warranty;
(9) Failure or damage caused by irresistible factors (such as fire, earthquake, lightning, flood, etc.).

10-2 Value-added services
10-2-1 About the Renewal
If the customer wants to renew the warranty, he can submit the extension request at the time of purchase or one month before the expiration of the warranty period and pay a premium of 200 euros/year and 300 euros/year for the fourth year. The scope of the renewal is limited to electrical Components (instruments, controls, motors, batteries, chargers). and JOBOBIKE no longer offers a renewal service from the fifth year.

• About Maintenance

To provide customers with better service, JOBOBIKE offers customers free technical consultation after the sale and real-time maintenance consulting services. If a customer encounters a malfunction while using the product and requires a repair, please fill out the "Customer Service Form" and submit it. Our staff will respond within 48 hours on weekdays based on the information you provide, identify the cause of the error as quickly as possible, and provide complete solutions, including after-sales accessories, technical support, and maintenance manuals. During the warranty period and within the scope of the warranty, after-sales accessories will be provided free of charge. Outside the warranty period and scope, appropriate fees (including express shipping fees) will be charged according to the actual situation.

If the e-bike is sent directly for repair without JOBOBIKE's consent, the customer is responsible for the return transport costs and pays the repair fee (150 euros/time within the warranty period and 200 euros/time outside the warranty period). The e-bike must be delivered in good external packaging. If it is damaged when delivered to the factory, the customer is responsible for it.    

Last updated on August 20, 2024