Limited Warranty Policy – Canada

Effective from October 1, 2024
Issued by Hikeep.

This Limited Warranty applies only to products purchased directly from the Hikeep Canadian website (https://hikeep.ca/).
E‑bikes purchased through other retailers (Amazon, offline dealers, Best Buy, etc.) are subject to the warranty policies of those respective sellers.

1. Warranty for E‑bikes

For the Original Purchaser

We provide a 1‑year warranty for each Hikeep e‑bike against manufacturing defects in materials and workmanship.
The warranty period begins on the day you receive the bike.
Excluded: Normal wear and tear items (see list below).

For a Subsequent Owner (Second or Later Owner)

The 1‑year warranty is transferable to a subsequent owner, provided they can provide proof of the original purchase (original owner’s name and original order number).
The warranty period still starts from the original owner’s date of receipt of the bike.

Definitions:

• Original Purchaser: Someone who buys the e‑bike directly from https://hikeep.ca/.
• Subsequent Owner: The second or later owner of the same e‑bike.

Shipping Fees for Warranty Service

If a replacement part, accessory, or the entire bike needs to be shipped to you under warranty, we may charge a reasonable shipping fee. Please contact our customer service team for details before proceeding.

2. Warranty for Separately Purchased Accessories

We provide a 6‑month warranty for accessories bought separately on https://hikeep.ca/.

• Within 7 days of receipt:Returns and exchanges are accepted.If the accessory has a quality issue, the return/exchange shipping fee is fully covered by Hikeep.If there is no quality issue (customer change of mind), exchanges are not accepted. For returns, a 20% handling/restocking fee (minimum $15 CAD) will be deducted from your refund.
• After 7 days of receipt:Returns and exchanges are not accepted, unless required by applicable consumer protection laws (e.g., Quebec’s legal warranty).

3. Items Not Covered – Wear & Tear

The following are considered normal wear and tear items and are not covered under this warranty:

• Tires
• Brake pads
• Bearings
• Chains
• Free hub bodies
• Handlebar grips
• Rubber moving parts
• Shifter cables and casings
• Brake cables and casings
• Spokes
• Sprockets
• Stripped threads/bolts
• Tools
• Transmission gears

Normal wear and tear refers to damage that naturally occurs as a result of regular, proper use. This does not affect your statutory rights under Canadian consumer protection laws (e.g., the Consumer Protection Act in Quebec or similar legislation in other provinces).

4. Battery Warranty

Due to the special nature of lithium‑ion batteries, Hikeep provides a 3‑month warranty from the date of original purchase against manufacturing defects in materials or workmanship.

The battery warranty does NOT cover damage caused by:

• Power surges
• Use of an improper charger
• Improper maintenance or storage
• Normal wear
• Water damage
• Prolonged storage without charging – If the battery is not used for more than half a month and is left completely discharged, it may become unable to recharge. This is considered user‑caused damage and is not covered under warranty.

Proper battery care:
Before storing your e‑bike for an extended period (e.g., winter), fully charge the battery and disconnect it from the bike.

5. Frame Warranty (Canada)

We stand behind the quality of our e‑bike frames. Subject to the exclusions below, we provide a 2‑year limited warranty on the frame against defects in materials or factory workmanship.

What is covered:

• Manufacturing or material defects in the frame under normal, intended use.

What is NOT covered:

• Damage from accidents, crashes, misuse, improper assembly, modification, or neglect.
• Normal wear and tear.
• Frames from complete e‑bikes originally purchased for less than $600 CAD.
• Frames used for commercial, rental, or competitive purposes.

How to make a claim:
Contact our Customer Support team with your original proof of purchase and clear photos of the defect. If approved, we will repair or replace the frame at our discretion. You are responsible for shipping costs to our service center, unless otherwise required by provincial law.

This frame warranty is valid only for the original purchaser and is not transferable. It does not affect your statutory rights.

6. Uncovered Situations (Voiding of Warranty)

This warranty is void and does not apply to damage caused by any of the following:

• Improper assembly or installation.
• Crash, neglect, improper repair, improper maintenance, or other abnormal, excessive, or improper use.
• Corrosion.
• Improper alteration or installation of components, parts, or accessories not originally intended for or compatible with Hikeep products.
• Failure to perform maintenance or service at appropriate intervals as described in the product manual.

7. Warranty Claim Process

1. Contact Us – Email our customer service team at contact@hiekeepebike.com with:Your proof of purchase (order number)Clear pictures of the problemA detailed description of the issue
2. Inspection – Our team will evaluate the problem to determine if it is covered under this warranty.
3. Resolution – If covered, we will repair or replace the defective part at no charge for parts. Reasonable shipping fees may apply in certain cases (see section 1).

8. General Legal Notes

• This warranty is in addition to, and does not limit, any statutory warranties or consumer guarantees provided by Canadian federal or provincial laws (including the Consumer Protection Act in Quebec, and similar legislation in other provinces).
• For customers in Quebec, this policy respects your rights to legal warranties of quality and durability as set out in the Civil Code of Québec.
• Hikeep reserves the right to update this warranty policy as permitted by law. Any changes will be posted on this page.

Contact Us

If you have any questions about this warranty policy or need assistance with a claim:

📧 contact@hikeepebike.com

We’re here to help you ride with confidence.