Warranty, Maintenance & Returns

AI Ebike is committed to providing the best services to our customers. To ensure the best experience when purchasing a vehicle, please carefully read AI Ebike’s warranty, maintenance, and return policies.

Summary of AI Ebike’s Policy:

• Customers can return the vehicle and receive a 100% refund within 07 days if not satisfied.
• Warranty period of up to 5 years (equivalent to 25,000 km – whichever comes first).
• Periodic maintenance during the warranty period.

I. Warranty Policy

AI Ebike provides this Policy to ensure warranty and repair for products manufactured or supplied by AI Ebike under normal usage and maintenance conditions, through official distributors, dealers, and authorized AI Ebike stores nationwide.

If you encounter any issues related to the application of this Warranty Policy, please contact AI Ebike via one of our official customer service channels for support.

1. Warranty Coverage

• Perform inspection, replacement, repair, or renewal for customers during use according to AI Ebike’s warranty terms.
• Parts used in the warranty and repair process are genuine components provided by AI Ebike.
• Old parts replaced under this warranty policy will become the property of AI Ebike. AI Ebike reserves the right to decide on repair or replacement, and is not responsible for replacing the product with a new one if defects can be fixed by repairing material or assembly faults from the manufacturer.
• The following parts are not covered by warranty:
  • Parts subject to natural wear and tear over time (paint, brakes, tires, transmission system, etc.).
  • Parts replaced or modified at non-authorized stores or without AI Ebike’s approval.

2. Warranty Period

• • The maximum warranty period is 5 years (equivalent to 25,000 km – whichever comes first).
  • The warranty period is calculated from the date AI Ebike successfully delivers the vehicle to the customer. In case of vehicle replacement or part replacement under AI Ebike’s policy, the warranty period is counted from the date the first vehicle or part was successfully delivered to the customer.

3. Warranty Scope

• Warranty is valid throughout Vietnam. In provinces or cities without authorized AI Ebike stores or dealers, AI Ebike will cover all transportation costs to provide on-site warranty service for customers.
• AI Ebike commits to free repairs for material defects caused by manufacturing faults, replacement of parts, or software updates to fix software-related issues through AI Ebike’s official stores and authorized dealers, provided that the product is properly used and maintained.

4. Warranty Transfer

Within the warranty period, if the vehicle ownership is transferred, the customer must bring the warranty booklet to AI Ebike’s authorized stores or dealers, or notify AI Ebike through official customer service channels to confirm the transfer of warranty registration. The new owner will inherit the remaining warranty conditions of the vehicle.

5. Warranty Claim Process

When customers wish to use warranty or maintenance services, they must contact AI Ebike’s authorized stores, dealers, or official customer service channels for specific guidance.
The repair and warranty period will take 5 – 7 working days (excluding transportation time from the customer to AI Ebike’s service center and vice versa). If more time is needed, AI Ebike will proactively inform the customer.
In provinces or cities with AI Ebike stores, customers can directly bring their vehicle to the nearest store for the fastest support.
In provinces or cities without AI Ebike stores, customers will send the vehicle to the nearest store as instructed by AI Ebike. All transportation costs will be covered by AI Ebike.

6. Cases Not Covered by Warranty

Cases not meeting warranty conditions:

• Damage or loss caused by lack of regular maintenance, incomplete maintenance, or improper maintenance not in accordance with the User Manual, and/or maintenance not carried out at AI Ebike’s authorized stores.
• Damage caused by failure to follow AI Ebike’s User Manual during operation, storage, or repair of the vehicle.
• Damage caused by repairs or adjustments not performed by technicians at AI Ebike’s authorized stores.
• Damage resulting from repairs, modifications, changes, or alterations from the original design (such as changing engine or battery capacity/structure, adjusting seat height, welding additional parts, etc.) not carried out by AI Ebike’s authorized technicians.
• Damage caused by using the vehicle for racing, extreme sports (stunts, mountain climbing), or business purposes such as public transport.
• Damage related to the use of non-recommended parts, oils, liquids, or additives not meeting AI Ebike’s technical specifications.
• Rust, paint fading, rubber aging, degraded lubricants, natural battery wear over time, and items listed under periodic replacement parts due to normal wear (oil, brake pads, tires, fluids, additives).
• Battery swelling, cracking, explosion, smoke, or fire caused by factors including but not limited to: parking under high temperature environments (>60°C), using non-genuine chargers, charging with other electrical devices simultaneously, modifying charger structure from the original design, or using unsuitable power sources.
• Surface damage caused by external factors such as cigarette burns, chemicals, animal waste, salt, acid rain, animal bites, or similar causes.
• Damage caused by failure to comply with recall programs announced by AI Ebike.
• Damage occurring within the warranty period but reported after the warranty has expired due to user delay.
• Damage caused by earthquakes, storms, floods, submersion, accidents, fire, natural disasters, or external factors such as soil, sand, gravel, stones, or sharp objects hitting the vehicle during operation.
• Battery damage caused by not following storage instructions when the vehicle is unused for a long period.
• Warranty does not cover cleaning services, inspections, or adjustments requested by the customer that are not due to vehicle defects.
• Cases where components or parts were tampered with, dismantled, or altered, losing their original state, making it impossible to verify authenticity for warranty purposes.
• Note: Damages caused by riding in rainy or flooded conditions are still covered under warranty, subject to additional criteria.

Within the scope permitted by law, AI Ebike disclaims responsibility for time loss or expenses including but not limited to:

• Costs to remedy improper repairs or maintenance performed at non-authorized facilities outside of AI Ebike’s official service centers.
• Costs of replacing naturally worn parts, or degraded lubricants.
• Costs for inspections, adjustments, or repairs not included in the scheduled maintenance checklist.
• Compensation for lost time, business losses, communication fees, accommodation, travel, or other costs incurred due to vehicle breakdown.

7. Battery and Accumulator Warranty

• During the standard warranty period, AI Ebike will repair or replace the battery/accumulator if damage occurs. The final decision on whether to repair or replace within the warranty period rests with AI Ebike.
• For cases of battery/accumulator degradation, AI Ebike will only repair or replace if the customer’s vehicle battery degradation level exceeds the natural wear of the battery/accumulator over time.
• Note: If the vehicle meets warranty conditions (still within the warranty period and not falling under the cases listed in Section 6) and the battery/accumulator capacity falls below 70%, the customer has the right to request a new battery/accumulator replacement.

8. Spare Parts and Accessories Warranty

• AI Ebike only supports repair and replacement of original components of each manufactured vehicle model. AI Ebike does not support swapping components between different models.
• AI Ebike applies the Warranty Policy only to spare parts and accessories officially sold by AI Ebike when purchased new or individually (not included with the purchase of the vehicle), and only when the accessory/part in question is installed on an AI Ebike vehicle at the time of defect/failure.
• The warranty period for separately purchased spare parts and accessories depends on the specific item, as announced by AI Ebike, and is counted from the time the customer receives the item. For purchases made directly at AI Ebike’s authorized stores, the receipt date will be based on the purchase date. For other cases, the receipt date will be based on the successful delivery confirmation by the shipping unit.
• The warranty scope for separately purchased spare parts and accessories includes all technical defects from the manufacturer.
• Additionally, all other information follows the vehicle’s Warranty Policy.

9. Notes During Use

Carefully read the vehicle’s operation and warranty manual and follow the instructions.

Use only genuine spare parts, components, and batteries/accumulators.

To ensure maximum safety when using the vehicle, customers are encouraged to only use genuine spare parts provided by AI Ebike through authorized stores. AI Ebike supplies replacement parts throughout the mass production period. Even after mass production ends, AI Ebike will continue to supply replacement parts for a certain period of time.

Perform full periodic maintenance as instructed.

A well-maintained vehicle ensures user safety, cost efficiency, and peace of mind while driving.

Customers must perform periodic inspections and maintenance according to the cycles recommended by AI Ebike to ensure warranty benefits. Failure to do so will void the customer’s warranty rights. Furthermore, AI Ebike may refuse repair or warranty for damage caused by lack of maintenance.

10. Customer Responsibilities and Obligations

Customers must pay attention to the responsibilities and obligations below to ensure their warranty rights. If the customer fails to fulfill these responsibilities and obligations, AI Ebike reserves the right to refuse the Warranty Policy.

• Carefully read and use the vehicle according to the User Manual provided to the Customer at the time of purchase as well as published on AI Ebike’s official website.
• Use only AI Ebike’s genuine charger and battery. Damages caused by the use of non-genuine batteries/accumulators/chargers or by improper use against manufacturer instructions are not covered by the warranty.
• Record, monitor, and carry out periodic inspections and maintenance of the vehicle according to the cycles recommended by AI Ebike in the User Manual (including self-maintenance at home and maintenance at AI Ebike Service Centers).
• Regularly replace wear-and-tear parts, fluids, and lubricants according to the requirements and recommendations in the User Manual.

II. Return and Exchange Policy

With the desire for customers to have a great experience with their vehicle, AI Ebike allows customers who are not satisfied with their purchase to exchange or return the vehicle within 07 (seven) days from the successful delivery date. In case the customer decides to return the vehicle, AI Ebike will refund 100% of the vehicle value (excluding the deposit) and cover all shipping costs.

1. Conditions for Vehicle Return/Exchange

• The vehicle must be purchased directly from AI Ebike (at AI Ebike’s authorized stores, via the website https://aiebike.vn, or through AI Ebike’s official Facebook page). For products purchased from authorized dealers of AI Ebike, customers should contact the dealer where the vehicle was purchased for detailed information about the applicable return/exchange policy of those stores/dealers nationwide.
• Official AI Ebike showroom located at: 466 Nguyễn Duy Trinh, Binh Trung Dong Ward, Thu Duc City, Ho Chi Minh City.
• The vehicle’s total mileage (from the time the customer received it) displayed on the odometer (ODO) must not exceed 100km at the time of return to the shipping unit (AI Ebike will record the displayed mileage when receiving the vehicle to ensure customer rights).

• The vehicle must be in brand-new condition, without any damage or scratches on its appearance.
• The vehicle must not have been modified or had any parts replaced.
• The vehicle must not have been registered for a license plate or be in the process of registration with government authorities.
• The vehicle must not have been resold or transferred to any individual or organization.

2. Vehicle Return/Exchange Procedure

• In case of a return/exchange request under this Policy, the customer must notify AI Ebike through one of its official customer service channels within 07 (seven) days from the delivery date.
• Within 03 (three) days of receiving the customer’s return/exchange notification, the shipping company will come to inspect the vehicle’s condition and collect the vehicle along with accessories and documents originally delivered with it. If the customer cannot return the vehicle and documents within 03 (three) days, they must immediately inform AI Ebike for support.
• Once the return is completed, customers may continue to purchase another vehicle from AI Ebike. However, if there is evidence that the customer is abusing this policy, AI Ebike reserves the right to refuse future return/exchange requests.
• Note: If the customer participated in the “Old-for-New Trade-in” program at the time of purchase, the customer will receive back the previously traded vehicle. Shipping and other costs incurred during the return/exchange process will be borne by the customer and directly deducted from the refund amount provided by AI Ebike.

3. Notes on Vehicle Return and Exchange

• In cases where Customers make payments through the payment gateway on the website, via POS machines at AI Ebike stores, or installment payments via credit cards/financial companies, when requesting a return and refund, Customers must reimburse AI Ebike for all related payment costs that AI Ebike has supported, including but not limited to: transaction fees, installment conversion fees, and installment interest supported by AI Ebike.
• After receiving all these amounts, AI Ebike will proceed with the vehicle refund. Information on refund methods and timelines will be communicated to Customers through one of AI Ebike’s official Customer Service channels.
• Additionally, if returning the vehicle results in early settlement of an installment contract or other agreements, Customers must fulfill all obligations related to the installment purchase agreement made with the financial company or the bank that issued their credit card. AI Ebike will not participate in and will not bear any responsibility related to installment purchases between the bank/financial company and the Customer.

III. Periodic Maintenance Policy

1. Why Periodic Maintenance is Necessary?

Carrying out periodic maintenance on time provides significant benefits for both the vehicle and the user:

• Prevents unexpected damages during operation and extends the vehicle’s lifespan.
• Ensures the vehicle maintains performance over long-term use and is not affected by wear and tear.
• Provides safety and comfort for the user when operating the vehicle.
• Reduces costs from unexpected major repairs.
• Ensures the validity of the vehicle warranty and serves as a basis for evaluating quality if Customers intend to buy/sell the vehicle later.

2. Periodic Maintenance Costs

Periodic maintenance costs will depend on the wear level of the vehicle’s components and the time when the Customer requests maintenance.

• Within warranty period, according to AI Ebike’s periodic maintenance schedule: Transportation and repair costs for defects caused by manufacturer errors will be covered by AI Ebike under the Warranty Policy. Replacement and repair costs for naturally worn parts or damages during use will be borne by the Customer.
• Within warranty period, outside of AI Ebike’s periodic maintenance schedule (upon Customer request): AI Ebike will provide consultation, and the Customer may select the maintenance items they want and pay for all such items, including vehicle transportation costs to and from AI Ebike Service Centers (if applicable).
• After the warranty period: AI Ebike will provide consultation, and the Customer may select the maintenance items they want and pay for all such items, including vehicle transportation costs to and from AI Ebike Service Centers (if applicable).

3. Receiving Periodic Maintenance

• When it is time for periodic maintenance or if maintenance needs arise, Customers should contact AI Ebike through one of the official Customer Service channels for detailed instructions.
• For provinces and cities with AI Ebike authorized stores or dealers, Customers can bring their vehicles directly to the nearest store for service.
• For provinces and cities without AI Ebike authorized stores or dealers, Customers must send their vehicles to the nearest store as guided by AI Ebike for service. All transportation costs will be covered by AI Ebike.
• Customers who purchase AI Ebike electric bikes are entitled to 5 free maintenance services within 18 months from the purchase date as shown in the table below:

If you need more information or support, please leave your contact details so AI Ebike can reach out, or contact us via our official Fanpage, Zalo, or Hotline 0933.505.222.