Warranty Policy
How does it work?
Welcome to Mooncool’s warranty service page for processing warranty requests and making inquiries. It's our job to make sure the product issues are solved asap. We believe in the integrity of the brand, we will pay attention to the situation after the sale and before the sale.
Warranty Start:
All products purchased from Mooncool come with a hassle-free warranty. Mooncool warrants the products for a limited time within 1-year from the date of delivery.
Warranty Coverage:
For clarity, we didn't provide shipping service to Alaska, Hawaii, Puerto Rico, or other U.S. territories. Our shipping services and warranty part deliveries are available in Canada and the continental United States (the lower 48 states).
2-year Warranty: frame, fork, motor, battery, throttle, LCD display, wiring harness, front light, rear light, and charger.
1-year Warranty: accessories and spare parts: stem, handlebar, headset, brakes (excluding brake pads), bottom bracket, crankset, pedals, kickstand, rims, wheel hub, freewheel, cassette, derailleur, and shifter.
Ownership Coverage: The first owner enjoy all the above warranty, the subsequent will not benefit from the warranty if the year has expired (any warranty service need an order number).
Warranty Exclusion:
Parts not included: tire, inner tube, brake, and transmission cable are not included.
Improper assembly, operation, and maintenance:
● improper assembly, use, care, or operation.
● modifications or failure to follow the recommended assembly or aftercare instructions.
● abuse, negligence, accident, fire or water damage, transportation by the customer, or other causes beyond our control.
● any issues or problems with second-hand goods.
● battery is not warranted from damage resulting from power surges, use of an improper charger, improper maintenance or other such misuse, normal wear or water damage.
Limitations: We won't be responsible for any damage, failure, or loss caused by any unauthorized service or use of unauthorized parts.
Shipping Damage: Damaged product during shipping is not covered by the warranty. But we will provide you the replacement of such damaged products if you:
1. Notify Mooncool of the damaged product in the shipping process within 5 days after you receive it.
2. Provide us pictures and/or a video of the damaged product within 5 days.
3. Return all original packaging along with the product.
4. Inspect the damage product immediately upon the receipt and signing off on the shipment from the express.
5. If you choose to set up an own independent shipping method, such as use of a freight forwarder or other similar service, MoonCool will not be responsible for the replacement of any products damaged during such shipping method.
How to make a warranty claim?
Send your order number and images or videos for your product issues to our official mailbox: support@mooncool.comOnce confirmed, Mooncool customer service team will send you new replacement parts for free. And you'll receive a notification email with the tracking number.
Replacement parts will default to being sent to the original shipping address of your original order, so if there is any change in your receiver address, please contact us in time and inform us of your new address by email.
Attention: This page is NOT your products are purchased from eBay and Amazon, we strongly recommend you contact them directly as they have your original order info to deal with it more fast. And if not, we remain the service here for you.
Contact us:
Email: support@mooncool.comPhone: +1 833-527-1666 (9:00AM-5:00PM CST)