At Easwe, we stand behind the quality of our products and want to ensure that our customers are satisfied with their purchase. To demonstrate our commitment to customer satisfaction, we offer a warranty on all of our products.
Warranty Service
1. The warranty period for Electric Wheelchairs & Mobility Scooters is as follows. If customers encounter product quality issues within the warranty period, and confirmed to be non-human damage, Easwe will provide free replacement parts and replacement videos.
2. After the warranty period, customers should bear the cost of purchasing spare parts and shipping fee. Considering the universality, there may be upgrades or changes in suppliers for spare parts. Minor differences in appearance and labels are considered normal and do not affect regular usage.
3. Note: Second-hand and modified Electric Wheelchairs & Mobility Scooters, and those without purchase invoices or proof of purchase are not covered by the warranty.
Warranty Period
1. All easwe.co.uk Electric Wheelchairs & Mobility Scooters come with a 5-year warranty for the frame against manufacturing defects. Other components, such as motors and batteries, are covered under separate warranty periods based on their specific categories.
2. The warranty is registered automatically when the initial purchaser orders and then receives the product from our online shop and applies to the initial purchaser only.
| Accessories | Item | Warranty | Conditions |
| General Parts | Frame | 5-year | Natural deformation, open welding, desoldering and fracture phenomenon, and quality problems caused by poor manufacturing can be replaced. Self-modification and collision damage are not guaranteed. |
| Footrest | 1-year | There is no warranty for parts collision damage etc. Man-made damage, self-modification, and parts damaged by collision are not guaranteed. | |
| Tire | 1-year | There is no warranty for parts collision damage etc. Man-made damage, self-modification, and parts damaged by collision are not guaranteed. | |
| Fender | 1-year | There is no warranty for parts collision damage etc. Man-made damage, self-modification, and parts damaged by collision are not guaranteed. | |
| Seat | 1-year | There is no warranty for parts collision damage etc. Man-made damage, self-modification, and parts damaged by collision are not guaranteed. | |
| Armrest | 1-year | There is no warranty for parts collision damage etc. Man-made damage, self-modification, and parts damaged by collision are not guaranteed. | |
| Backrest | 1-year | There is no warranty for parts collision damage etc. Man-made damage, self-modification, and parts damaged by collision are not guaranteed. | |
| Headrest | 1-year | There is no warranty for parts collision damage etc. Man-made damage, self-modification, and parts damaged by collision are not guaranteed. | |
| Shock Absorption | 1-year | There is no warranty for parts collision damage etc. Man-made damage, self-modification, and parts damaged by collision are not guaranteed. | |
| Brake | 1-year | There is no warranty for parts collision damage etc. Man-made damage, self-modification, and parts damaged by collision are not guaranteed. | |
| Electronic Parts | Motor | 1-year | Repair parts will be provided to coil phase loss, burnout, demagnetization of the magnetic steel, detachment, deformation of the wheel axle and other quality problems. Man-made damage, self-modification, and parts damaged by collision are not guaranteed. |
| Controller | 1-year | Short circuit, burnout, and performance failures caused by poor manufacturing can all be replaced. Water ingress, artificially cutted cables, natural wear and tear of brakes, and man-made damage are not covered by warranty. | |
| Battery | 1-year | Malfunctions such as poor contact, power outage, failure to store power, or capacity below 60% will be eligible for a new battery replacement within 1-year from the purchase date, and repair services will be provided over 1-year. (Note: The warranty period for the battery will not be recalculated; the replaced battery will be covered for the remaining duration of the original warranty period.) Damage caused by water ingress or human actions will not be covered under warranty or replacement services. | |
| Charger | 1-year | Short circuit, burnout, and performance failures caused by poor manufacturing can all be replaced. Water ingress, artificially cutted cables, natural wear and tear of brakes, and man-made damage are not covered by warranty. | |
| Front Light | 1-year | Short circuit, burnout, and performance failures caused by poor manufacturing can all be replaced. Water ingress, artificially cutted cables, natural wear and tear of brakes, and man-made damage are not covered by warranty. |
The following situations are not covered by the warranty:
1) Malfunctions caused by user failure to follow the “User Manual,” unboxing video instructions, maintenance, or adjustments.
2) Malfunctions caused by user disassembly, repairs, modifications, and failure to comply with usage rules.
3) Malfunctions resulting from improper use, storage, or accidents by the user.
4) Expenses incurred by going to other repair shops without prior consent.
5) Damage to the outer packaging box or minor scratches on accessories due to logistics transportation are not covered by the warranty.
6) Before returning any items, please contact us and obtain our written approval. Any products returned without acceptance will not be refunded.
7) Any warranty request must be accompanied by a proof of purchase and photos or videos of the damaged product. If photos or videos of the product’s quality issue are not provided, Easwe reserves the right to deny the warranty.
8) Consumable parts are not covered by the warranty, including surface scratches on the wheelchair paint, etc.
How to apply for warranty
1. Take photos or a short video of your issue.
2. Send a brief description of the issue, pictures or videos of the problem, your order number, and the purchase platform to [email protected].
3. Easwe technician will diagnose your issue, and if the problem is clear, we will provide a solution.
4. When encountering an issue that cannot be diagnosed immediately, we will send you troubleshooting guideline. You will need to follow our testing procedures and provide us with the corresponding video or pictures. After receiving the testing video or pictures, we will offer a solution.
5. We will verify your order information and shipping address, and then send the appropriate replacement parts. Additionally, we will provide instructional videos for replacing the parts.
Covered Products
1. Easwe will replace any component that is deemed to be defective or damaged (including damage incurred during shipment), except in case of user error.
2. easwe.co.uk’s components including frame, brakes, lights, motor, controller, LCD display and hardware are warranted to be free from manufacturer defects in materials and/or workmanship for a 1-year to 5- year period from the date of original purchase. Wear and tear is not covered under warranty.
3. easwe.co.uk’s lithium-ion batteries are warranted to be free from manufacturing defects in materials and/ or workmanship for a 1 year period from the date of original purchase. The battery warranty does not include damage from power surges, use of an improper charger, improper maintenance or other such misuses, normal wear or water damage.
Claims Process
1. Warranty Claims
All claims to this warranty must be made through easwe.co.uk and submitted to [email protected]. Proof of purchase and photos or videos of the damaged product is required to be submitted alongside any warranty request. easwe.co.uk will not replace any part without first seeing photos or video of the damaged product.
Before making a warranty claim, you are encouraged to contact Easwe via [email protected], as there may be a simple fix for your problem that does not necessitate filing a claim. Valid warranty claims made within 5 year of initial purchase will be processed through easwe.co.uk.
2. Shipping Claims
In rare instances, the item received may be damaged during transportation. If shipping damage occurs, please contact [email protected] and provide us with photo or video proof.
Precautions
1. easwe.co.uk commits to providing technical support services to our customers. If needed, please contact [email protected].
2. Upon receiving the product, please inspect the outer packaging for any damage. If the outer box is severely damaged, you can refuse to accept the delivery. We do not accept transportation damage claims submitted more than 5 days after the receipt date.
3. When you placing an order, you automatically agree to all of the above terms. The warranty service is only provided to the original owner from the date of purchase and is non-transferable.
