Warranty Policy

Warranty and Guarantee

The warranty period for ebikes is as follows.
・If the customer finds non-human damage within the warranty period, we will send the replacement parts free of charge.
・After the warranty period, the customer has to pay replacement parts and shipping fees. The bike which we sell are factory new regular products, all parts     are the same as the original parts.
・In order to facilitate customers to quickly solve the problem of accessories, the accessories purchased separately are sold at cost price; therefore, except for DOA, they are not covered by warranty.

Please kindly note: Used ebikes, modified ebikes are not covered by the warranty.

The warranty does not cover: any consumables, any non-original or unauthorized components and parts, normal wear and tear of any covered components, any damage or defects to covered components resulting from failure to follow instructions in the owner’s manual, force majeure, accident, theft, vandalism, misuse, neglect, abuse, commercial use, alterations, modification, improper assembly, operator error, water damage, extreme riding, stunt riding, or improper/unauthorized maintenance and services. As for battery, the warranty doesn’t cover damages from power surges, use of improper charger, improper maintenance or other such misuse, normal wear or water damage，improper storage ( under -20° or above +45°). Wear and tear components are not covered by the 2 years of warranty, we will still offer support if needed on these components with some reasonable fee charge.       

Warranty coverage

One of the following conditions does NOT qualify for warranty:

1)  Failure caused by the user's failure to use, maintain and adjust according to the "Instruction Manual".
2)  Users disassemble, repair and modify themselves, and failures caused by non-compliance with the rules of use.
3)  Failure caused by improper use or storage by the user, or accident.
4)  The cost of going to other repair shops for repairs without consent.
5)  Slight scratches or damage to the outer package box caused by the logistics transportation of the accessories are not warranted.
6)  Please contact us and obtain our written approval before sending any item back. Any products returned without acceptance will not be refunded.
7)  Consumable parts are not warranted , including tires, saddles, plastic parts, brakes, brakes rotors,brake pads, brake lines, surface scratches, etc.       

How to apply for warranty

Step 1: Take a picture/short video of your question.
Step 2: Send a short description of the problem, pictures or videos of issue, order number, platform of purchase to cs@soodoo.co.uk  .
Step 3: We'll diagnose your problem and if it's clear what's wrong, we'll provide a solution.
Step 4: When comes to issues that can’t be diagnosed in the first place, we will send you the troubleshooting files, it will needs you to detect according to our detection method and provide us with the corresponding videos or pictures, and we will give a solution after receiving the detection videos or pictures.
Step 5: We will verify your order information and delivery address, and reissue the corresponding accessories to you."

Contact US

1) Tell: +07375605449 (UK)
Hours: 9 AM - 6 PM (GMT+1 Time), Mon - Fri

2) Email: Please email us through cs@soodoo.co.uk
We typically reply within 1 business day.

Important hint

1)  Like any physical activity, riding a bicycle may cause minor or major injuries or discomfort and may worsen or complicate underlying medical conditions or diseases. By choosing to ride a soodoo bicycle, client assumes all responsibilities and risks for all such injuries or other medical conditions.

2)  Client acknowledges that operating the bicycle has inherent risks, dangers and hazards, including, but not limited to, traffic conditions, weather conditions, road and sidewalk conditions, natural and unnatural objects and obstacles, impact or collision, and negligence of others. Client acknowledges and agrees that limits its liability as provided in this section. Client shall indemnify against, and shall hold harmless from all costs, expenses, and liabilities (including reasonable attorney’s fees) from any claims by client or any third party arising out of client’s use of the bicycle. without limiting the generality of the foregoing, except as expressly provided herein, the client assumes all risk and liability for any and all loss, damage, or injury including death to persons or property of the client or others arising out of the bicycle possession, use, operation, or care and control of the bicycle by the client including, but not limited to, all medical costs and financial and economic losses.