After-Sales Service Policy

GRUNDIG, our quality promise to you:

All service requests, complaints, and customer suggestions will be processed and answered as quickly as possible. If you have any questions, please contact the GRUNDIG customer service center: service@grundig-bike.com.

 

Contact

Email: service@grundig-bike.com

 

1. Return and exchange policy

For products sold online, we offer a 15-day return policy without questions. Within 15 days of receiving your e-bike (based on the package receipt date/signature of the buyer on the delivery note), you can return, exchange, or repair the product in case of functional defects. GRUNDIG will provide the right solution for you.

You can contact our service email: service@grundig-bike.com


We recommend that you contact our customer service before returning the product so that we can better assist you. We will process your request within one to two business days after receiving your email.


Return warehouse address:
Contact person: E-commerce -W666
Address: Levi-Strauss-Allee 10-12
ZIP code and city: 63150 Heusenstamm
Nation: Germany


* For customers who cannot exercise the 15-day return right, we recommend contacting our customer service directly. We will specifically review your situation and offer you a suitable solution.


1.1 Conditions for the 15-day return guarantee without giving reasons


The 15-day return guarantee only applies to items sold on the website https://grundig-bike.com/ or sold in the Amazon store by GRUNDIG.



The 15-day return without reasons from the user does not include the following behaviors:

· Loss of warranty card and invoice
· Damage caused by humans
· damage to warranty and anti-counterfeiting labels
· structural or color changes to the product
· missing spare parts and gift items that were included
· cumulative trips of more than 50 kilometers
· Damage to the product, etc.


1.2 Return procedure and timing of the refund

· After checking whether the return standards are met, we will organize the return for you within 5 business days.
· Your refund of the purchase price will be processed within 3-5 business days after receipt of the goods and invoice.
· All damages caused by non-return or loss of the invoice are the responsibility of the user.
· If the product you received is a product with quality defects or does not correspond to your actual order, the return shipping costs will be covered by GRUNDIG for you.
· If the timing is delayed for justifiable reasons, the time of inspection and refund will be postponed accordingly.
The driven kilometers correspond to the actual kilometers driven at the time of acceptance or.
· Inspection at our service center. The mileage at the time of submitting the return request should therefore not differ from that at the incoming inspection.


1.3 Bearer of transportation costs:

1) If the product you receive has quality defects or the product you receive does not match your actual order, Rooted will bear the logistics costs for the return on your behalf.
2) For returns not related to quality issues, the buyer bears the return shipping costs.
*Due to the weight and volume restrictions of e-bikes, we have a fixed cooperative logistics provider.
We will provide you with a return label; the shipping costs incurred will be deducted from your refund amount.
3) If the product has been shipped and the buyer refuses acceptance for personal reasons, the buyer is responsible for the return shipping costs incurred.

Shipping costs are as follows:
Germany 120 EUR, outside Germany EU 200 EUR Prices include statutory VAT.


The exchange service does not cover the following cases:


· Repair requests outside the warranty period.
· Loss of warranty card and invoice
· Damage caused by humans
· Damage to warranty and safety labels
· Change in product structure or color
· Missing accessories and included gifts
· Cumulative trips over 50 kilometers, etc.

 

2.Warranty Policy

Warranty Rules and Guarantee Provisions
A two-year warranty applies to GRUNDIG electric vehicles, and for other parts of GRUNDIG electric vehicles, a warranty applies according to the "GRUNDIG Electric Vehicle Parts Warranty Standard."


* The GCB-1 comes with an additional one-year warranty in Germany. Please note the specific warranty conditions of your model when purchasing.


Regarding the costs of the warranty:

· Within the warranty period, the authorized GRUNDIG electric vehicle service center offers free repair and replacement services.
· For repairs that go beyond the service period and scope of the warranty, authorized GRUNDIG workshops provide paid services according to local market conditions and repair prices.


Detailed warranty conditions:

· If the product purchased by the user cannot be driven due to product quality issues and it is a warranty case, the authorized GRUNDIG electric vehicle service provider offers free repair and maintenance.
· If the vehicle cannot be driven due to human-caused damage, natural damage, and other causes outside the warranty scope, GRUNDIG authorized service partners offer paid repairs.


Warranty timeframe:

EU (except Germany):

· The warranty period of sold products is calculated from the date of the delivery note signed by the user or the date of receipt.
· Total vehicle warranty is 24 months (based on invoice date) or 20,000 km, whichever comes first.
· For renewed parts within the warranty period, the warranty on the new parts is 24 months.


Germany:

· GCB-1 total vehicle warranty is 36 months (based on invoice date) or 30,000 km, whichever comes first.

For warranty details, such as

For customer service process, repair shops, payment of maintenance fees and other issues, please send an email to service@grundig-bike.com

     

    “GRUNDIG Electric Vehicle Parts Warranty Standard “

     

    Parts

    Warranty period

    Explanation

    Frame

    60m

    Use under normal load and road conditions, open welding, desoldering, signs of breakage

    Controller, original lithium battery (The controller refers to the device inside the central motor that controls start, operation, forward and reverse, speed, stop, and the core control unit of other electronic devices of the electric vehicle motor.)

    24m

    If the lithium battery is used normally, there is a warranty for abnormal voltage, charging failure, and less than 60% capacity detected by the discharge meter. 24 months (the battery will be replaced with a new one within the first 6 months or within 5,000 kilometers, whichever comes first, and with a maintenance battery within the next 18 months) (maintenance batteries are repaired and fully functional batteries. In Germany, an additional one-year warranty applies to certain bicycle models.

    Motor, charger

    24m

    Quality issues caused by non-external force, such as phase loss, burnout, and demagnetization. The warranty period is 24 months from the invoice date. If it occurs within 3 months after the warranty expires and it is a product quality issue, GRUNDIG offers paid customer service but free replacement parts and charges labor costs for the repair. In Germany, an additional one-year warranty applies to certain bicycle models.

    Front wheel hub, steering column, front/rear shock absorbers, rear fork, front brake, rear brake, armrest, saddle, single and double seat post, pedals, controller, central control panel, display instrument, quick adjustment lever, master cable, turn signals, horns, remote alarms, electric door locks (including additional locks and keys), one-button start components, DC-DC converter, combination switch, air switch, cable pull Hall sensors, turn signals, headlight assembly, rear taillight, light control unit, vehicle charging cable, saddle lock, brake switch, handlebar switch, chain, gear cassette

    24m

    Product-related performance failures or quality issues that cannot be resolved

    Painted plastic parts, rearview mirrors, brake shoes, tires, charging port components, cables, sockets, sprockets, galvanized parts, PP and other optical parts not included in the above-mentioned product categories

    not covered by the warranty

    Consumable parts are not guaranteed

    Note:

    1. No warranty period repetition applies to all parts. The warranty period for parts replaced during the warranty period is calculated based on the remaining time at the time of purchase. For parts purchased separately by the user, the warranty date is recalculated from the date of purchase.
    2. The ambient temperature range for charging lithium batteries is 0°C to 35°C, and the ambient temperature range for using lithium batteries is -10°C to 45°C. Under low temperature conditions, the capacity of lithium batteries decreases. More information: -10°C corresponds to 70% of usable capacity, 0°C corresponds to 85%, and 25°C corresponds to 100%. Lead-acid batteries would also decline to varying degrees under low temperature conditions.

    Warranty exclusions:

    If the following situations occur with the product, the warranty claim is void and the user must bear the repair costs themselves:

    Based on the “GRUNDIG Electric Vehicle Parts Warranty Standard,” exceeding the specified service period and scope.

    1. The user did not use, operate, maintain, and adjust the device according to the provisions of the GRUNDIG product manual.
    2. The sold products are damaged by rain, immersion in water, ice and snow, smoke, medicines, chemical corrosion, etc., or by natural wear.
    3. Wear and tear are not covered by the warranty. Malfunctions or damages caused by force majeure (earthquakes, typhoons, fires, floods, social events, mass events, violent crimes, etc.) are not covered by the warranty.
    4. The user did not handle the battery according to the specifications. The battery was not charged for more than three months, resulting in irreversible undervoltage/deep discharge of the battery.
    5. The user did not have the product installed, upgraded, disassembled, or repaired at a GRUNDIG authorized service center, or installed, upgraded, disassembled, or repaired it themselves, causing damage to the product as a whole or parts of the product.
    6. If parts of the GRUNDIG electric vehicle are damaged because the user has used non-original accessories or arbitrarily changed the circuit and wiring configuration.
    7. Product failure or damage caused by the user, such as collisions, falls, overload, and speeding.
    8. There is no valid warranty card, no customer service card, or the product purchase invoice, certificate, or card number does not match the product.
    9. The user changes the warranty maintenance date of GRUNDIG electric vehicle products and parts without permission.
    10. In case of self-modification and competitive purposes.
    11. Damage to the electronic control system (motor, instrument, sensor) caused by the following reasons: accidents, misuse, negligence, abnormal installation, abnormal repair, abnormal maintenance, attempted changes and modifications.
    12. The appearance of the electric control system is damaged or deteriorated due to polishing or attempted surface beautification.
    13. The appearance and surface of the product are damaged but do not affect the use of the product function.