Big Dog

WARRANTY POLICY All Himiway bikes are covered under our 2-year, all-inclusive manufacturer's warranty for the owner against all manufacturing defects. (All free accessories are not covered by warranty service.) WARRANTY PERIOD AND TARGET AUDIENCE TERMS 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. As for warranty transfer, the ebike transferee can only benefit from the warranty when both of these conditions are met: The 2-year package hasn't expired since the initial owner has received it; The new owner has the initial purchaser’s name and the original order number. COVERED PRODUCTS Himiway will replace any component that is deemed to be defective or damaged (including damage incurred during shipment), except in case of user error. The warranty covers the listed products and follows the terms below: Frame Himiway ebike frames are covered by a replacement warranty for 2 years. This warranty includes a replacement frame only. Labor charges associated with transferring parts to replacement frames are not included. An authorized Himiway service representative will determine if the frame meets the replacement standard. Himiway reserves the right to use scratch and dent stock when replacing a frame under this warranty. Frame styles and/or colors not in stock may be replaced with a compatible style and/or color at Himiway’s discretion. Frame issues excluded from this warranty include but are not limited to: Corrosion Paint fade, scratches, and impact marks Impact damage Non-reversible modification (such as drilling or welding) Chain guard mounted to the frame, if applicable Batteries Himiway batteries are covered by a 2-year prorated warranty. During the first 2 years of service – A defective battery will be repaired or replaced at no cost to the customer. The warranty period for a repaired or replaced battery will remain unchanged from the original purchase date. No cash reimbursement will be made. Batteries can be assessed and found defective directly by Himiway only. This Limited Warranty does not cover: Defects or damage resulting from accidents, abuse, misuse, abnormal use (including but not limited to stunt riding, racing, or other similar activities not consistent with the intended use of the Products), improper storage, abnormal exposure to liquid, chemical exposure, moisture, abrasives, sand or dirt, neglect, or abnormal physical, electricalor electromechanical stress; Defects or damage caused by private modification; Scratches, dents, and cosmetic damage, unless caused by Himiway; Products that have the serial number or bar-code removed, defaced, damaged, altered, or made illegible; Ordinary wear and tear; Defects or damage to the Products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by Himiway for the Products; Defects or damage caused by the assembly, testing, operation, maintenance, installation, service, repair, or adjustment of the Products in a manner that varies from the Assembly Instructions or Owner's Manual; Defects or damage resulting from external causes such as collision, fire, flooding, windstorms, lightning, earthquakes, exposure to weather conditions, theft, blown fuses, or improper use of any electrical source. In addition, with respect to the battery, this Limited Warranty does not cover defects or damage resulting from following actions or situations: Charging with a battery charger not intended or appropriate for use with the Battery; Using a battery charger improperly; If any of the seals on the battery are broken or show evidence of tampering; If the Battery has been used in equipment other than the Bike for which it is specified. Parts & Components Original Himiway parts and components are covered by a 2-year limited warranty. (If more than 15 days have passed since the date of receipt of the bike, the replacement of parts within the warranty period will require shipping costs.) This Limited Warranty does not cover: Parts compromised by corrosion due to exposure to the elements (moisture, heat, etc.); Damage or deterioration of the surface finish, appearance, or aesthetics of the product; Labor charges for part replacement or changeover; Defects or damage resulting from accidents, abuse, misuse, abnormal use (including but not limited to stunt riding, racing, or other similar activities not consistent with the intended use of the Products), improper storage, abnormal exposure to liquid, chemicals, moisture, abrasives, sand or dirt, neglect, or abnormal physical, electrical or electromechanical stress; Scratches, dents, and cosmetic damage not caused by Himiway; Products with the serial number or bar-code removed, defaced, damaged, altered, or made illegible; Defects or damage to the Products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by Himiway for the Products; Defects or damage caused by improper assembly, testing, operation, maintenance, installation, service, repair, or adjustment in a manner that varies from the Assembly Instructions or Owner's Manual; Defects or damage resulting from external causes, such as collision, fire, flooding, windstorms, lightning, earthquakes, exposure to weather conditions, theft, blown fuses, or improper use of any electrical source. Ordinary wear and tear not resulting from defects in workmanship or materials. Wear and tear can be assessed by Himiway. CLAIMS PROCESS 1. Warranty Claims All claims to this warranty must be made through Himiway and submitted to customers@himiwaybike.com. Proof of purchase and photos or videos of the damaged product is required to be submitted alongside any warranty request. Before making a warranty claim, you are encouraged to contact Himiway via customers@himiwaybike.com, as there may be a simple fix for your problem that does not necessitate filing a claim. Valid warranty claims made within 2 years of initial purchase will be processed through Himiway. Defective displays, batteries, motors and controllers are eligible for replacement under the warranty. Customers are responsible for covering shipping costs, which typically range from $35 to $80. Himiway will assist in coordinating the return process with the carrier. Note, however, that defective accessories generally do not need to be returned unless specific circumstances are specified by the individual vendor, such as a specified battery requiring a return. At this point, there will no longer be a shipping charge but will be charged a refundable $99 deposit. Please note: For frame number starting with 185 and FLE, except for the battery to be returned, the other three accessories (displays, motors and controllers) do not need to be returned, shipping fee will be charged for replacement. Himiway will not replace any part without first seeing photos or video of the damaged product. Customers must provide this evidence by email. Attention: Himiway will offer free components and replacement parts (while shipping fees are not included), and any installation fees will not be covered by Himiway without the after-sales team’s authorization. 2. Shipping Damage Claims In rare instances, the item received may be damaged during transportation. If shipping damage occurs, please contact customers@himiwaybike.com and provide us with photo or video proof. No free accessories are eligible for replacement or compensation if they are scratched during transportation. NOTICE: We will not accept shipping damage claims filed more than 7 days after receipt of any products. REPAIR SERVICE For offline bicycle store repair services like Velotooler, Himiway will only provide free replacement parts. We do not reimburse any labor costs incurred by the repair service. HIMIWAY OFF-LINE MAINTENANCE SERVICE Himiway has over 300 dealerships in the United States. Our authorized dealers are dedicated to providing free diagnosis and maintenance services during the warranty period.