Warranty

Warranty Policy

1. Warranty Coverage

In accordance with Swiss law, Findoak GmbH provides a 24-month statutory warranty on all new vehicles from the date of delivery or local pickup. This warranty exclusively covers:

  • Manufacturing defects and material faults present at the time of delivery.
  • Defects in the motor, controller, and core electronic systems (under normal use).
  • Structural defects in the frame or swingarm.

2. Battery Warranty

Lithium-ion batteries are chemical components that naturally lose capacity over time and use. The battery is covered for 24 months against catastrophic failure or manufacturing defects. However, a gradual reduction in maximum range or capacity (battery degradation) is a normal characteristic of the technology and is not considered a warranty defect.

3. What is NOT Covered (Exclusions)

High-performance electric vehicles are put under immense stress. The following are explicitly excluded from warranty coverage:

  • Normal Wear and Tear: Consumable parts designed to wear out through use. This includes, but is not limited to: brake pads, brake discs, chains, sprockets, grips, suspension seals, tires, inner tubes, and the standard 1 valve on both tires.
  • Water Damage: Damage caused by fully submerging the vehicle or cleaning it with a high-pressure washer (which can force water into sensitive electronics and bearings).
  • Accident Damage: Bent forks, cracked plastics, or broken levers resulting from crashes, drops, or reckless riding.
  • Improper Maintenance: Failures resulting from neglecting standard mechanical maintenance (e.g., ignoring loose spokes, riding with incorrect chain tension, or failing to lubricate components).

4. The "Tuning" Clause (Voiding Your Warranty)

We understand the appeal of maximizing performance, but unauthorized modifications place extreme loads on the motor, controller, and battery. Your entire warranty is immediately voided if:

  • The electronic speed limiters are removed or bypassed (e.g., cutting the restrictor wire on homologated L1e/L3e models).
  • Aftermarket batteries, controllers, or motors are installed.
  • The vehicle's core firmware is flashed or altered.

5. How to File a Warranty Claim

If you believe your bike has a warrantable defect, please follow these steps so our mechanics can get you back on the road quickly:

  1. Document the Issue: Take clear photos or a short video showing the defect or error code.
  2. Email Support: Send an email to support@findoak.ch with your Order Number, a description of the problem, and your documentation.
  3. Assessment: Our technical team will review your claim within 24 to 48 hours. Many electronic issues can be diagnosed and fixed remotely.
  4. Resolution: If a physical repair is necessary, we will ask you to bring the vehicle to our workshop in Uzwil. Findoak reserves the right to repair the defect, supply a replacement part, or (in rare cases) provide a replacement vehicle at its discretion.

Note: The customer is responsible for safely transporting the vehicle to and from our workshop in Uzwil for warranty service.