Warranty and Safety Policy

WARRANTY POLICY

To make a warranty claim, the end user must contact us at hello@voltgrade.com with:

The original order number or sales receipt
A clear explanation of the issue and when it happens
Photos or video showing the problem
Installation pictures or video where relevant, such as wiring, connectors, mounting, and settings

If a return is required for an approved warranty claim, we will confirm the next steps by email. Do not ship anything back without approval.

Please note that we cannot be held responsible for faults caused by improper installation or incorrect setup, especially when installed by a third party with no supporting evidence. Warranty claims submitted without the required documentation and explanation may not be honoured.

Thank you for your understanding and cooperation.

WARRANTY COVERAGE

Voltgrade is committed to the quality and integrity of the products we offer. We stand behind what we sell and we handle warranty claims in accordance with the manufacturer’s warranty guidelines and the terms stated on the product page.

Manufacturer warranty typically covers defects in materials or workmanship during the applicable warranty period. If a product fails within the warranty period due to a confirmed manufacturing or material defect, we will work with the manufacturer to resolve the issue through repair or replacement in line with the warranty terms.

Warranty coverage and duration can vary by product. If a product has a different warranty period, it will be stated on the product page.

WARRANTY LIMITATIONS

Warranty does not cover:

Damage caused by accidents, impact, crash damage, or mishandling
Normal wear and tear
Improper use, incorrect maintenance, or ignoring the manual
Incorrect installation, wiring errors, polarity errors, missing fuses, or incorrect configuration
Any alteration or modification, such as unauthorised repairs, opening housings, or tampering
Damage or incompatibility caused by software or firmware updates on the bike or components
Damage caused by upgrades or changes to the bike that affect compatibility or load, such as motor, harness, display, battery, or controller changes
Exposure to mechanical impact, chemicals, high humidity, fluids, corrosive environments, or hazardous environments
Force majeure events

If a product worked correctly on installation and initial use, it is strong evidence the product was free of manufacturing defects at the time of sale. If it later fails, inspection may be required to determine whether the cause is manufacturing or external factors.

EVALUATION OF WARRANTY CLAIMS

We understand that high performance electrical parts, controllers, and batteries are complex and depend heavily on correct setup. We support customers properly, but the following rules apply to keep the process fair.

Responsibility of proper use

Once a product is installed and used, we cannot verify how it has been handled, stored, maintained, charged, ridden, or exposed to external factors. Customers are responsible for using products in line with the manual and safe operating conditions.

No verifiable evidence of a product fault

To process a claim, customers must provide clear evidence of the issue, such as photos, video, or documentation. Without verifiable evidence, we cannot confirm the failure is due to manufacturing rather than installation, setup, or external damage.

Impact of external modifications

We cannot take responsibility for issues caused by changes made after installation. This includes bike software updates, firmware updates, harness changes, motor changes, display swaps, battery changes, and controller settings changes. If the product initially worked without issue, claims relating to later incompatibility or malfunction due to external changes are not covered.

If we request diagnostic information such as firmware versions or settings and it is not provided, the claim may be denied.

Fairness and product testing

Returned products may be tested. If the product is found to be functional and free of manufacturing defects, the warranty claim may be denied. In that case, the product will be returned to the customer and the customer may be required to cover return shipping.

Good faith policy

We trust our customers, but we also follow consistent guidelines to keep outcomes fair for everyone. Claims based only on verbal statements without evidence may not be accepted.

SAFETY POLICY

Battery shipping state

Batteries are shipped at a low charge level for safe transport and storage. This is normal.

Before your first charge

A manual is supplied with every battery. Read it before charging or use.

Temperature matters. If your battery arrives cold or hot due to weather, let it sit at room temperature before charging. Do not charge a battery that is still cold from transit. Let the pack stabilise first.

Battery charging and handling rules

Use the correct charger for the battery voltage
Charge on a non flammable surface with ventilation
Do not charge unattended
Keep away from flammable materials
Do not use if the pack is damaged, swollen, leaking, or unusually hot
If you notice smoke, smell, swelling, or abnormal heat, stop immediately and contact us before further use

Storage rules

Store in a cool, dry place
Do not store fully empty for long periods
Avoid storing fully charged for long periods
Keep terminals protected from metal objects to prevent short circuits
Avoid crushing, puncture, or impact damage

Controllers and electrical parts

Controllers and electrical parts depend on correct installation and correct configuration.

Confirm compatibility before installation
Use correct wiring, correct polarity, correct connectors, and correct fusing
Route cables properly to prevent abrasion and water ingress
Start with conservative settings and ramp up responsibly

If you use a third party installer, ensure they understand the platform. Setup errors can look like product faults but they are not the same thing.

CONTACT

For warranty and safety questions, email hello@voltgrade.com.