E-Wheels EW-12

NOTE If you need an e-Wheels scooter or power wheelchair shipped to the following states, you may (or may not) need to pay for shipping. This is due to a rise in the shipping cost. Please call our sales experts prior to ordering online if you live in NY, NJ, CT, RI, VT, NH, ME, MA, PA, Hawaii, Alaska, Canada, and the Florida Keys, or any Islands to verify if you will need to pay a shipping fee. 

Warranty Information - e-Wheels Recreational Scooters 

Three Year Limited Warranty Three (3) years from the date of purchase on all structural frame components, seat post and frame. 

One Year Limited Warranty One (1) Year from the date of purchase, if any part or electronic component of the scooter is found upon examination to be defective in material and/or workmanship, it will be replaced at Ewheels discretion. 

Two Month Warranty Two (2) Months from the date of purchase on the batteries. Batteries are subject to a stringent wear and tear clause. Any battery faults due to a manufacturing defect will become obvious within the first two months of use. Any gradual deterioration in performance after this period is normal and associated with fair wear and tear, misuse or accidental damage and as such is not covered by the manufacturer’s warranty. 

One Month Warranty One (1) Month from the date of purchase on the scooter’s charger. 

WARRANTY EXCEPTIONS AND EXCLUSIONS 

Service and Labor Costs Unless previously authorized, service calls and labor costs are NOT included or covered under any warranty. The purchaser is responsible for the delivery to the authorized repair facility. Satisfactory proof of purchase is always required for warranty service. Please contact Ewheels directly for any assistance in locating a service provider or to make a warranty claim. 

Consumable Items Consumable items which may need replacing due to normal wear and tear like tires, tubes, lights, chains, upholstery and seating, brakes and brake pads, cables, fuses, buttons, shrouds and covers. 

Damage, Accidental Damage and Misuse 

Damaged caused by: battery fluid spillage or leakage, abuse, misuse, accident, negligence, improper operation, excessive loading, maintenance, storage, acts of God, commercial use, or use other than normal, extreme riding, modifications and alterations. 

Second Hand Owners and Reselling No warranty will be offered or honored for second hand owners. The warranty is exclusively offered to the original purchaser. 

HOW TO MAKE A WARRANTY CLAIM 

Initiating A Warranty Claim To initiate a warranty claim, please contact Ewheels service department, or by email at “[email protected]”. Note that before any warranty claims will be fulfilled, satisfactory proof of purchase will be required, and a photo or video of the damaged part must be sent and reviewed by Ewheels. 

Returning Faulty Parts Do not return faulty parts to Ewheels without prior consent. A request for a return authorization is required prior to returning items. All transportation costs and shipping damage incurred while submitting units and/or parts for repair or replacement are the responsibility of the original purchaser. 

SHIPPING DAMAGE AND SHIPPING POLICIES 

Shipping Damage In the event shipping damage occurs, it must be reported and addressed in a timely manner. Shipping damage claims are time sensitive and cannot be delayed. In the event the packaging is extremely damaged and the bike is beyond repair, please refuse the shipment, and contact Ewheels for further steps. 

Shipping – Domestic When applicable, part costs will be covered under warranty, and all warranty items will be shipped via FedEx Ground. Shipping fees will be at the expense of the purchaser. 

Shipping – International When applicable, parts will be provided under warranty at no charge, but shipping to any offshore and/or international location will be the responsibility of the original purchaser. International and offshore end-users must contact Ewheels directly to initiate the warranty process. 

*Implied warranties, including those of merchantability and fitness for a particular purpose, are limited to one (1) year from the date of the original purchase and to the extent permitted by law. Any and all implied warranties are excluded. This is the exclusive remedy. Liabilities for consequential damages under any and all warranties are excluded* 

CRUCIAL INFORMATION:

YOU MUST KEEP YOUR ORIGINAL PACKAGING IN ORDER TO RETURN YOUR PRODUCT. 

YOU SHOULD ALWAYS SPEAK WITH ONE OF OUR MOBILITY PRODUCT EXPERTS BEFORE ORDERING TO VERIFY YOUR ORDER DETAILS.

IF YOU WANT TO RETURN A PRODUCT BECAUSE YOU ORDERED THE WRONG PRODUCT, YOU WILL BE SUBJECT TO A 20% RESTOCKING FEE AND YOU WILL NEED TO PAY FOR RETURN SHIPPING. 

MOST PRODUCTS ARE SHIPPED ON A FREIGHT LINER (18-WHEELER). IT IS YOUR RESPONSIBILITY TO ENSURE THAT 18-WHEELER TRUCKS CAN REACH YOUR SHIPPING DESTINATION. OTHERWISE, YOU MAY NEED TO MEET THE DRIVER SOMEWHERE THAT IS ACCESSIBLE BY AN 18-WHEELER TRUCK. FAILURE TO ACCEPT DELIVERY WILL RESULT IN RESTOCKING AND RETURN SHIPPING FEES. 

Please note that this is a summary of our return policy, the full return policy can be found here: https://www.mobilityscootersdirect.com/return-policy. 

NOTE: The batteries that you receive with your powered mobility device may vary in capacity rating (amp-hour). The battery specifications that you see on our website for the AH rating are not always what you will receive. Depending on inventory, you may receive batteries that are slightly higher or lower in capacity. Manufacturers use the group size specification when shipping batteries, not the AH rating. The slight variance in AH rating will not impact that overall travel range significantly. 

Please call or email our customer service department if you have any questions at (877) 460-1646 or [email protected]

Summary of Return Policy:

Mobility Direct offers a 30-day return policy which means that when you receive your product, you have 30 days to ensure it's working as intended. If the product is defective or not working, we will either work with the manufacturer to ensure the unit is fixed (if possible) or we can have the product returned at no cost to you in most cases. If a product arrives defective, we will act in a timely manner to get the product fixed by a local technician. If that is not possible, we will offer to have the product exchanged or returned for a complete refund.

If your product is working fine without any defects or damage, you may still return the unit within that 30-day return period but you will be required to: 

1. Request a return authorization (RMA) from our customer service department. 

2. Repackage the product in the original packaging.

3. Ship the product back to one of our receiving locations. 

Once we receive the product and inspect it for damage you will be refunded the amount of the product minus a restocking fee of up to 20%. If the product is damaged, the costs to replace parts and repair the unit will also be deducted from the total refund amount. 

How to Handle Your Product Delivery

Please follow the steps below BEFORE SIGNING for and ACCEPTING Delivery:

NO VISIBLE DAMAGE:

If there are NO visible holes, rips, dents, or tears to any of the packaging, then please sign and accept your delivery without making exceptions.

VISIBLE DAMAGE:

If there are visible holes, rips, dents, or tears to any of the packaging, please note the extent of the damage in the exceptions area of the delivery slip, and accept your delivery. Contact our customer service department at (877) 460-1646 if the product is found to be damaged after unpacking. Please note the delivery driver is NOT obligated to wait for you to unpack the scooter to inspect before you accept the delivery.

EXTREME DAMAGE:

If there IS an extreme amount of obvious damage to the packaging of your scooter, please refuse the delivery as “Damaged in Transit”, then both you and the Delivery Driver must sign the BOL. Immediately notify our customer service department at (877) 460-1646 if a shipment is refused due to extreme damage.

CONCEALED DAMAGE:

If there was NO visible damage to the packaging, but the product is damaged, immediately call our customer service department at(877) 460-1646 to report the damage. Concealed damage claims are limited to 72 hours after delivery in order for us to file a damage claim and provide you with the fastest solution.

It is important you know that our manufacturing partners are putting each product through a 35-point inspection two separate times before shipping. Although the package may not appear damaged, this does not mean it was not mishandled during transit.