Warranty

Products we sell are backed by a manufacturers warranty, which may be different for each product or manufacturer.

Before purchasing an electric bike, component or accessory from Glow Worm Electric Bikes, it is important to check the warranty that comes with the product.

Many retailers charge for labour when carrying out a repair to a part that is still under the manufacturers warranty - we do not charge labour fees for bikes that have been purchased from Glow Worm.  For example, your electric bike may have a 2 year manufacturer's warranty on the motor. If your motor fails within the warranty period, the manufacturer will provide a new one. However, the cost of diagnosis of the fault and installation of new parts (if required) is usually not covered by the manufacturer. We cover all of those costs on the electric bikes we have sold.

To qualify for warranty coverage, our team must evaluate the components in their original condition. We are unable to approve a warranty claim if the component has been altered or repaired by another party.

Costs to get the product to us, such as courier fees, for diganosis or warranty repair are not covered.  

Damage caused by negligence, abuse or improper use, neglect, stunt riding, accidents, improper maintenance, incorrect assembly or not following assembly manuals, videos or instructions provided as well as normal wear and tear are excluded.

Consumable components such as tyres, tubes, bearings, spokes, chains, cassettes, chain rings, brake pads, saddle covering, handlebar grips  and cables are excluded.

Warranty periods for common brands that we sell can be found summarised in the table below. For more detailed information including conditions or exclusions, refer to the manufacturers website.

Warranty Process

1. Warranty claims must be diagnosed by our workshop & approved by the manufacturer. The first step for all warranty claims is to stop riding the bike or using the product & to contact us.

2. You'll need to arrange for the product to come to our workshop, where we'll diganose the problem. Note: costs for transport to & from our workshop are not covered under warranty.

3. We submit a claim to the manufacturer. If approved, they'll provide replacement parts for repair at no cost to you. 

Please do not expect your warranty to be processed/approved/repaired on the spot. While in rare cases this may be possible, it is more likely to take days if not weeks, and it is often not possible to expedite the process. Please allow time for our staff to carry out the warranty process, and we will do our best to get a good outcome for you.