Warranty Terms
Should any original component prove defective in terms of workmanship within its warranty period, we will repair or replace it. The warranty period for SPLAelectric bikes is as follows:
Frame: 2 years
Electrical Components: 1 year parts and labour
Exclusions
This warranty does not cover normal wear and tear, damages caused by improper assembly, or faults resulting from an accident or improper or insufficient maintenance, or the installation of the parts or accessories. The warranty does not apply to damage or failure due to an accident, misuse, abuse, or negligence. Modification of the frame or components shall void this warranty.
Coverage Details
The warranty covers part replacement and transportation of the faulty part from the customer, as well as transportation of the repaired or replacement part back to the customer. If the customer is unable or unwilling to perform a repair, we will make every effort to arrange for the repair to be completed at a local bike shop. We will cover the labor and parts costs charged by the shop for this repair. This warranty does not cover any other labor or transportation charges or any other types of charges unless required by consumer law.
Procedure for Warranty Claims
It is hereby acknowledged that in the event of a fault that the customer believes to be a warranty claim, the customer shall not take the bike to a third-party bike shop for repair and request reimbursement for the cost under our warranty coverage without first reporting the issue to us and obtaining written confirmation from us. The customer must duly notify us of the nature of the fault, provide a detailed report, and a quote from the bike shop (if applicable). Only after receiving written confirmation from us beforehand may the customer proceed with the repair. We reserve the absolute right to refuse to reimburse the aforementioned cost or to partially reimburse it if written confirmation was not obtained from us beforehand. This right shall be exercised by us at our sole discretion, without any liability or obligation whatsoever.
Voiding of Warranty
The warranty will be void if the bicycle is used for other than normal activities, including but not limited to failing to follow the owners manual or using the bike for commercial activities or in competitive events, including but not limited to bicycle racing, bicycle motocross racing, stunt riding, jumping, or similar activities and training for such activities or events.
Punctures
Punctures are not covered under warranty.
Reimbursement
The Warrantor may seek reimbursement from you for any costs and expenses incurred by it if the product is found not to be defective due to faulty materials or workmanship.
Limitation of Liability
The company shall not be responsible for consequential, special, and cause-and-effect damages.
Conditions of Use
A bicycle is a vehicle in real working conditions. It is always exposed to unwanted impacts, shocks, vibrations, heat and cold, accidents, water penetration, salt splash, etc., which may cause damage, which will not be considered a manufacturing fault and thus is not covered under warranty.
Water Resistance
Your electric bike and all its components are water-resistant against normal damp or wet conditions. Please note your bike is water-resistant and not waterproof. The bike can be ridden under mild or moderate rain but should not be submerged in water or be ridden under rain showers (heavy rains). The bike should not be washed by a water hose and can only be cleaned by a damp cloth. Failure of parts due to liquid penetration is not covered under warranty.
Assembly and Adjustments
As part of the assembly process, some parts adjustment, including but not limited to brakes and derailleur adjustment, might be required due to potential part movements during shipment. Instructions on how to make such adjustments will be sent to the customer if required. Failure to properly assemble the bike or adjust the parts is not covered under warranty. In such cases, if you decide to ask a third-party technician (e.g., a bike shop) to make the assembly or do the parts adjustment for you, fees incurred will not be covered under our warranty.
Cosmetic Damage
In rare cases, due to part movements during shipment, scratches may appear on the bike’s paint job. In such cases, we will send you a small sample of your bike’s color so that you can hide the scratch. Please note part or bike replacement requests only due to scratches on a part or frame cannot be accepted.
Warranty Extension
In case a warranty extension is offered for any of our products, you can pay the fees and get covered for the extension through the same terms and conditions. You may apply for the extension up to 1 day before the regular warranty period expires.
Applicability
Our warranty terms & conditions apply to all customers purchasing our products directly or through dealers, 3rd party, or second-hand.
Proof of Purchase
To make any warranty claims, you must provide valid proof of purchase. If purchasing a second-hand bike, please ensure that you obtain a copy of the original buyer’s proof of purchase.
Additional Rights
The benefits given to you in this Product Warranty are in addition to your other rights and remedies under the law in relation to the products to which this Product Warranty relates. The Warrantor’s products come with guarantees that cannot be excluded under the Australian Consumer Law.
Warranty Claims
We strive to make your purchase experience as pleasant as possible. Our priority is to provide exceptional customer service, not only when everything is going smoothly but also when something goes wrong. No one can guarantee that a product will never fail, and our product is no exception. You might face a failure in the middle of nowhere, in the cold or dark. You might face difficulties getting back home with a faulty bike. Later, to solve the problem, our service team might ask you to perform some time-consuming troubleshooting steps, which might be beyond your expertise. You might even end up having to repack the bike and send it back to our service center. It might all be frustrating, and we understand that. However, the good news is that SPLAelectric bikes’ major electrical or mechanical fault rate under warranty is about 1% on average, so in about 99% of cases, you will not face such difficulties. However, in the rare case that a fault occurs, please be assured that we will promptly take actions to solve the problem at the earliest time possible. Please note during such a scenario, we require the customer’s positive and cooperative attitude, or else we might not be able to effectively detect the fault’s root cause and solve the issue.
Making a Claim
Claims under this warranty must be made directly to the seller via email or our website ticketing system. Proof of purchase is required.
If requested by the seller, the buyer should provide photos and/or videos of the fault. Moreover, the buyer should perform troubleshooting steps, which might sometimes be a little technical, as requested by the seller.
Assessment and Resolution
The seller’s technical team is the party that assesses the claim and determines whether a fault is covered under warranty or not. The decision by our technical team must be abided by both parties. Where the cause of a fault cannot be reasonably determined, we will bear the cost of replacement/repair in favor of the customer.
In case a fault cannot be detected by standard troubleshooting methods (e.g., The bike won’t turn on, and the cause can’t be identified), we might require you to send us back some parts of your bike or, in rare cases, the whole bike. Alternatively, we might send you replacement parts such as the battery, motor, LCD, controller, etc., to swap and test and return the defective one. Before we can send a replacement part, we must receive the faulty part.
Packaging and Technical Knowledge
We suggest you keep and not dispose of the cartons of the bike and bike accessories, as you might need them if you need to return the bike or a part to our service center.
Customers are required to have some level of technical knowledge or possess the tools required to recover their system remotely and safely with our assistance.
Shipping Policy
We guarantee the delivery of your order. If an item gets lost, we will send you a replacement free of charge; however, we are not responsible for the delays in dispatch or delayed or unscheduled deliveries.
Signature Requirement
All our bike deliveries require a signature upon delivery. The customer might be asked to pay a “redelivery fee” if no one is available at the destination address at the time of order delivery.
Damaged Packages
If you receive broken or damaged packages, please ensure to take pictures and ask the courier agent to write and sign the scope and description of the damages. In case of damage or loss of the product during shipment, the customer may be required to cooperate with the seller in completing a claim application based on the courier’s required paperwork.
Free Shipping Exclusions
Lord Howe Island. we are unable to provide free freight as it is considered an international delivery. We provide an alternative solution by shipping to the port in Port Macquarie.
For any questions or assistance regarding shipping, please contact our customer service team.
Return Policy
This section only applies to orders made on the splaelectric.com.au website. For orders made on other channels, please refer to the channel’s specific return policy.
Satisfaction Guarantee
If you are not satisfied with the product, or if you have simply changed your mind within 14 days of product receipt, you can return the product for a full refund if there is no sign of usage on the product (e.g., scratches, dents, or any other types of wear and tear). The cost of the return will be on our side.
Packing Responsibility
You will be responsible for properly repacking the product in its original packaging. If the original packaging is not accessible, the customer will be charged $100 for resending packaging material.
Damages during Return
If the product is damaged during return due to improper packing, the cost of repair will be on the customer’s side.
Refund Process
Refunds will be processed within 48 hours after the order has been received back in our warehouse.
Liability
Responsibility of SPLASHA
SPLASHA. assumes no responsibility beyond quality control of products and components in-house or in manufacturing facilities, supplier selection of the products including Li-Ion battery packs, street or non-street products. All customers should fully understand their product and maintenance and safe keeping/use of the products and components. Literature provided on our website and manuals are there for this purpose, yet hazard scenarios might not be limited to those foreseen.
Warranty Remedy
The sole remedy under the above warranty, or any implied warranty, is limited to the replacement or repair of defective parts with those of equal or greater value at the sole discretion of SPLASHA. Except to the extent specifically prohibited by law, in no event shall SPLASHA. be liable for any property damage, personal injury or death, fire-related incidents, loss of use, loss of opportunity, loss of contract, loss of goodwill, interruption of business, loss of profits, cause and effect loss, or any other consequential, direct, indirect, incidental, special, or punitive damages whether based on contract, warranty, negligence, product liability, or any other theory. SPLASHA. will not be liable for any accident, misuse, abuse, loss, injury for or by the rider, neither a third-party, even if the cause is an ebike power, speed, bad or illegal parameter setting, components defect, or malfunction. This applies in all cases however caused, whether for breach of warranty, contract, tort (including negligence), strict liability, or other reasons. By purchasing this equipment, the buyer agrees that, IN NO EVENT WILL SPLASHA BE LIABLE FOR ANY SPECIAL, INDIRECT, INCIDENTAL, OR CONSEQUENTIAL DAMAGES EVEN IF THE COMPANY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
Customer Responsibilities
The customer takes all responsibilities and liabilities on all products including but not limited to ebikes, e-scooters, conversion kits, batteries, ebike components, brakes, bike mechanical parts and adjustments, electrical wiring, unforeseen occurrences, safety issues, maintenance, and services, etc.
Traffic Regulations and Restrictions
Ebike riders must obey all traffic regulations, geographical or age restrictions, and are responsible for following rules and updates for the kind of vehicle they are using.
Li-Ion Battery Safe
Customers are fully responsible for understanding the safety concerns and regulations of keeping, charging, using, and transporting Li-Ion battery packs.
Street Legality
Definition of Street Legal
Where an electric bike or conversion kit is defined as Street legal, it means the electric bike or trike is considered street legal under Australian Electric Bike Regulations to the best of our knowledge. Those products are viewed as bicycles, not motorized vehicles, without the need for insurance, a license plate, or a driver’s license. It is important for you to check your latest province/state, county, and local laws to ensure that you are riding legally and safely.
Pathway, Parks and Trails
Please note that Street Legal does not mean you can ride your electric bike or trike on any bicycle pathways; parks and trails may have their restrictions against the use of electric assist bikes.
Modifications and Responsibilities
By modifying electric bikes or conversion kits settings, upgrading components’ capacity such as the controller or motor, the product might lose its street legality, no matter who does the modification. In case of bike default setting or component modifications, SPLASHA. assumes no responsibility for fines, damages, loss, or other consequences resulting from riding such a bike.
SPLASHA. assumes no responsibility for fines, damages, loss, or other consequences resulting from riding the bike on public roads where, according to local rules and regulations, the bike is not considered street legal or for whatever reason should not be ridden on such roads.
After Sales Service
For providing after-sales services that are not covered under our warranty, we may still request the customer to provide us with their proof of purchase. We may not be able to provide a service if we cannot confirm that the requestor is a genuine buyer of our products.
Second-Hand Purchases
If you are buying a second-hand bike, please ask the original buyer to notify us of this change of ownership through email (info@splaelectric.com.au). Otherwise, we may not be able to provide some after-sales services to you due to security concerns (e.g., sending battery spare keys to an unidentified person).
Liability for Content Errors
Typographical and Illustrative Errors
We are not liable for direct or indirect consequences of typographical or illustrative errors in our website, communications, or materials shared. Errors will be corrected where and when discovered. Please help us improve them if you detect any.
Changes to Terms and Conditions
Please note all terms and conditions are subject to change at any time.
For the latest terms and conditions, please refer to www.splaelectric.com.au/terms. If there is any conflict or inconsistency between the terms and conditions in this manual and the terms and conditions on the above link, the terms and conditions on our website (above link) shall prevail.
Pre-Orders
Pre-order terms
When you place a pre-order, the expected availability date will be displayed. This is the date we anticipate starting to handle orders in our warehouse. Due to the volume of pre-orders, it may take us 5-7 business days to process your order before it’s dispatched. The delivery time ranges from 4-10 days, meaning the total expected delivery time is approximately 9-17 days from the advertised availability date, barring any unexpected delays.
Please note that the provided date is an estimate, and there may be delays due to unforeseen factors such as manufacturing issues or shipping delays. While you have the option to cancel your pre-order at any time before it’s processed and receive a full refund, SPLASHA. cannot commit to a precise availability date and is not responsible for any delays in processing pre-orders. Although we try to account for potential delays in our advertised dates, unforeseen circumstances may still lead to later dispatch than initially planned.
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