Warranty

Scope

This Limited Warranty Policy (“Limited Warranty”) defines the scope of after-sales service, coverage, and conditions for all REANY brand e-bikes, parts, and accessories.

This policy applies exclusively to the following REANY models:

REANY First Edition

REANY W1 Pro

REANY N1 Pro

REANY W1 GT

REANY N1 GT

REANY W1

REANY N1

REANY V1

REANY V1 Vivo

Where to Obtain Service

Warranty service is available through REANY-approved bike shops and dealers, primarily in the Benelux region.
For the latest list of service locations, please visit our dealer locator.

Limited Warranty Coverage

Item	Part name	Warranty period	Coverage & Conditions
1	Frame & fork	5 Years	Structure broken, welding fracture, or major functional failure during normal riding.
2	New battery	2 Years/60% capacity above or 15,000km	Structural failure, breakage, or malfunction under normal usage
3	Replaced battery	6 Months	Structural failure, breakage, or malfunction under normal usage
4	Display	1 Year	Not work or complete functional failure
5	Motor	2 Years	Not work or complete functional failure
6	Controllor	1 Year	Not work or complete functional failure
7	Charger	2 Years	Not work
8	Handlebar	3 Years	Structural damage and fracture
9	Torque sensor	2 Years	Not work or complete functional failure
10	Belt	2 Years or 20,000km(first rule)	Fracture or doesn’t work
11	Kickstand, suspension seatpost, wheelset, disc brake	6 Months	Structure broken or fracture or deeply deformation in normal usage
12	Crank,seatpost	2 Years	Structure broken or fracture or deeply deformation in normal usage
13	Front/rear light	1Year	Functional failure
14	Other components	DOA (Defective on Arrival)	Not work or damage or not fit

Warranty Exclusions

The Limited Warranty does not cover:

1. Normal wear and tear
   • Brake pads
   • Trestle
   • Tires and tubes
   • Disc rotor
   • Brake mineral oil
   • Pedals
   • Bearings
   • Bells
   • Chains
   • Chainrings
   • Freewheels
   • Derailleurs
   • Saddle surface scratch
   • Cosmetic abnormal scratches
2. Battery needs regular maintenance. If the e-bike is not in use for a long time, the battery must be charged at least every 3 months to ensure it does not remain at a low level for an extended period and completely die. In this situation, if the customer does not follow this, the warranty will not apply.
3. The battery must not be impacted or dropped, as this may cause irreversible damage or complete functional failure. The customer is responsible in this condition.
4. The battery needs to be stored or used under certain environments. Using a non-REANY standard charger may cause high voltage and damage the cells. Using or charging outside the temperature range of -5℃ to 45℃, or near fire or hazardous chemicals, may cause battery damage. The customer is responsible in this condition.
5. Customer labor costs, unless indicated by the REANY service team, are not covered. Customer replacement or repair of components or failures that cause labor or component costs are the customer’s responsibility.
6. Improper assembly or failure to follow REANY’s instructions that cause failure are not covered.
7. Misuse
   • Use the charger that is not approved by REANY to cause damage to the battery or system
   • Use wrong part or not – approved parts by REANY to cause damage to the complete bike
   • Use improper peripheral equipment causes complete bike failure
8. Abuse
   • Using the e-bike under extreme mountain terrain, or in conditions obviously not suitable for city bike riding, such as climbing or going down stairs.
   • Overloading the bike beyond the design limit.
   • Performing stunts that cause damage.
   • Improper DIY
9. Corrosion or rust due to improper storage or maintenance is not covered.
   • Storing the e-bike in a wet environment, under rain, or in high-salinity places
   • Damage due to improper maintenance, changes, or repairs
   • Water flushing that causes damage to electrical parts
   • Long-term water exposure not cleaned properly, causing rust or corrosion
   • Lack of brake maintenance
10. Use of parts, components, or accessories not approved by REANY’s team is excluded.
11. Damages or failures due to accidents or improper use are not covered.
12. Firmware changes not approved by REANY’s team that cause failure are excluded.
13. Damage caused by natural or uncontrollable factors, such as lightning, floods, earthquakes, etc., is excluded.
14. Electrical parts exchanged without REANY’s official channel or parts not originally produced are not covered.

Customer’s rights and responsibilities

1. Defective on Arrival(DOA) Inspection When the customer receives the e-bike, open the box, inspect, and check carefully. If any issues are found, make sure to report them to REANY’s service team: service@reanybikes.com.  Following recommend to check:
   • Obvious cosmetic issues such as paint damage, scratches, shipping damage, or functional issues
   • Check that the bike system powers on and works normally
   • Check that the small box parts and accessories are not missing or incorrect
   • Check that the color matches your order
   • Note: Read carefully. Any DOA findings need to be reported to REANY (service@reanybikes.com). Otherwise, those defects reported after 48 hrs will be treated as normal usage damage, which may cause a repair fee.
2. We strongly recommend customers download the APP and register the bike, so that you can easily receive limited warranty care.
3. Once a failure is detected, please contact service@reanybikes.com and provide your purchase ticket to start the commercial service.
4. REANY’s team may solve the problem via the following actions:
   • Online suggestion or adjustment by customer
   • Sending replacement part to customer directly, then teaching the customer how to replace it.
   • REANY’s team will create a service code, input it into Zendesk, and collect necessary info from the customer side including failure pictures and complete bike number, in order to track and complete the service.
     • Service Code rule: OSxxxx
       • OS: Online service
       • xxxx refers to the series number.
     • Service Code rule: RSxxxx
       • RS: Retailer service
       • xxxx refers to the series number.
   • Suggest the user go to the nearest dealer shop for repair
   • Small paint scratches or damages will be provided with touch-up paint for repair
   • Negotiate sharing the warranty cost (ig, gift card)
   • Return or exchange

•  

DOA Returns/Exchange

• If DOA issues occur, please immediately contact service@reanybikes.com for identification. If issues cannot be solved by component replacement, REANY’s service team will determine a DOA return based on the problem severity.
• Any material or cost due to DOA will be the responsibility of REANY; the customer will not be responsible for that.
• Returns after usage need to follow the “14 Days Unconditional Return” procedure.
• Users MUST contact service@reanybikes.com before any returns.
• Return need to get a return code from REANY’s service team

DOA return code rule: DOAXxxxx

• DOA: Dead On Arrival
• X: Code X refers to the table below
• xxxx refers to the series number

Failure type	code X
Electric failure	E
Mechanical failure	M
Shipping damage	S
Size & Fitting issue	F
Others	O

14 days Unconditional Guarantee Return

For a 14 Days Unconditional Guarantee return, the customer needs to send email to service@reanybikes.com in advance to get an Unconditional Guarantee Return Code before starting the return process. In order to protect customer’s rights, please read the following carefully:

• Before returning, please email service@reanybikes.com and provide your purchase ticket to start the commercial service.
• You will get a response and may have a deduction fee of up to 300€ due to shipping damage. Please make sure the bike package provides sufficient protection for the bike and its accessories. Do not hesitate to contact REANY’s service team for confirmation before shipping the bike.
• We strongly recommend customers store the original packaging materials for over 14 days. Our e-bike returns require at least the original packaging level to ensure no secondary damage occurs. Any further damage due to improper packaging or shipping will be deducted from the return fees.
• Please follow REANY’s team requirements to package the e-bike and send photos to REANY’s service team for confirmation. After confirmation, send it back. Please make sure every return e-bike MUST have a return code stamped on the outer box, clearly visible and not covered, otherwise it may affect the return cost. Confirm with REANY’s service team before shipping.
• Please protect the bike paint, avoiding any component shifting or movement in the box. Send photos to REANY’s service team for confirmation. After you receive the return code, paste it on the outside of the box before sending it back
• If the customer does not store the box properly, they can request a new return box at an extra fee of 79€.
• A return bike will incur a deduction of 149€/bike for re-adjustment, repair, inspection, packaging, restoration, or second sales channel.
• The return period will be determined by the order creation date and the return delivery date. The e-bike must be returned within 14 days or have an ODO under 100 km. Any return outside this range will incur an extra 10% of MSRP as depreciation expenses.
• Delivery cost of unconditional returns is paid by the customer.

Complete bike delivery cost	Accessory delivery cost
149€	15€~25€
Note: Delivery cost refers to the Benelux area. Other areas may have different costs according to the delivery ticket. Delivery cost may be adjusted by a third party; REANY will not notify users directly.

Unconditional Return Code rule: URxxx

• UR: Unconditional Return
• XXX: it refers to the series number.

Battery Returns

REANY encourages end users to register our APP, as we will extend the battery warranty by one more year.

Battery Return Notes:

• Before returning, please email service@reanybikes.com and provide your purchase ticket to start the commercial service.
• Since batteries are not allowed to be shipped via DHL, please contact REANY’s service team to arrange the return.
• Battery capacity needs to be discharged to 30%–60% before sending back. Please also note that new bike battery capacity should be within 30%–60%.
• Batteries must be returned by consignment; delivery cost is paid directly by the customer.
• Make sure to stamp the return code on the outside of the box. REANY’s team needs the return code to process the cost return. If you have any doubts, check with our service team before delivery.

Warranty Information

1. Limited warranty requires every customer to provide detailed failure symptoms to REANY’s service team before receiving proper warranty service:

Item	Requirement	Important
1	Frame tracking #	MUST
2	Customer order ticket or customer APP registration	MUST
3	Detailed failure symptoms, photos, or videos	MUST
4	Electric system failure code or photos	MUST
5	Electric system failure photo or video	Optioned
6	In order to repeat the failure for analysis, please provide as much detail as possible how the failure happen to REANY’s service team	Optioned

2. Within the limited warranty scope, we will decide whether to send a replacement or suggest the customer go to the nearest dealer shop for repair. REANY’s team may also request a failure return for analysis.

3. Aftermarket parts or accessories have the same limited warranty.

4. Any bike failure must be repaired by REANY’s service team. Any unapproved repair or replacement causing new problems may void the warranty.

5. REANY may need to collect failed parts for analysis to improve our products. Retailers need to keep parts for the following days (see table):

Failure Component	Keeping days required
Front light	60
Rear light	60
Controller	60
Display/Computer	60
Remote	60
Motor	60
Battery	60
Disc brake	60
Brake lever	60
Torque sensor	60

6. If REANY’s team requires customers to return the failed part for analysis, REANY will pay for the cost.

7. REANY refurbished bikes purchased from REANY official or approved dealer shops allow 1 year warranty for the complete bike and components.

8. A second-hand bike still retains the remaining warranty of the original bike based on the original purchase receipt.

Box Material List

Before returning, make sure the small box material list is complete. Any missing parts will be deducted according to the original part cost.

Model/parts	Pedals	Charger	Tools	Manual	Front/rear reflector	Seat light
N1	1	1	1	1	1	1
N1 Pro	1	1	1	1	1	N/A
W1	1	1	1	1	1	1
W1 Pro	1	1	1	1	1	1
SE	1	1	1	1	1	N/A
GT	1	1	1	1	1	N/A
V1	1	1	1	1	1	N/A
V1 Lite	1	1	1	1	1	N/A

About refund

• Unconditional return may cause deduction, REANY will confirm with customer before deduct.
• DOA returns normally have no cost. REANY will be responsible for that. Customers need to package the bike according to REANY’s requirements to avoid shipping damage that affects re-sales. Any shipping damage will be informed to the customer and a reasonable fee deducted.
• REANY’s service team will inspect after receiving the returned bikes. To ensure no extra issues, REANY will refund the e-bike cost to the customer within 10 working days.
• REANY’s service team will calculate the return cost based on the return code. Please refer to the table below. The service team will send notice to the customer clearly showing the cost list. Refunds will be issued after deduction. If the insurance fee is insufficient, the difference will be deducted from the e-bike cost.

Item	Description	Cost（€）	Code Type
1	Management cost	149	URxxx
2	Package box	79	URxxx
3	Complete bike delivery cost	149	URxxx
4	Component delivery cost	10	URxxx
5	Basket or rack delivery cost	25	URxxx
6	Battery delivery cost	Per	URxxx
7	Component shipping damage cost	TBD（up to 300）	URxxxDOAXxxx
8	Return time over 30days or ODO over 100km depreciation cost	10% of MSRP	URxxx

• Any new additional failures may cause return cost delays. In principle, no more than 14 working days after receiving the e-bike.