Birch ROCKBROS 14pcs Bicycle Repair Multi-tool Kit - Portable, Lightweight & Durable

Warranty Policy

2-Year Warranty

Extended coverage for 2 years

Warranty Region

Only applicable to ebike purchases from birchhunters.com within the United States. Ebikes purchased outside Birch's official website are not covered by this warranty, and customers should contact their original dealer for after-sale services. All Birch ebike owners are entitled to contact the Birchhunters customer service team for troubleshooting and questions regarding their ebikes.

Covered Products

Birch will replace any bike component that is deemed to be defective or damaged (including damage incurred during shipment), except in the case of user error. eBikes with speed limits removed will not be covered by this warranty. The warranty covers all listed products and follows the terms below:

Coverage Components - Structure - Lifetime Warranty

Birch eBikes frames are covered by a lifetime warranty.

This warranty includes frame replacements only. Labor charges associated with transferring and installing are not included. An authorizedBirchservice representative will determine if the frame meets the replacement standard.

Birch reserves the right to use minimal-wear stock (scratches and dents) when replacing a frame under this warranty. Frame styles and/or colors that are not, or no longer in stock may be replaced with another compatible style and/or color at Birch’s discretion.

Frame issues excluded from this warranty include but are not limited to:

• Corrosion
• Paint fade, scratches, and impact marks
• Impact damage
• Non-reversible modification (such as drilling or welding)
• Chain guard mounted to the frame, if applicable
  
  

Coverage Components - Electrical Parts - 2yrs

Motor, battery, throttle, PAS control panel, controller, wiring harness, front light, rear light, sensor, and charger.

Battery

- Warranty will cover the battery for 2 years, OR up to 300 charging cycles. The battery will no longer be covered by warranty if either one condition is no longer met.
- The batteries are designed to retain up to 75% of their original capacity during that time.

Display

- Damages incurred due to improper use or operation will not be covered.

This limited warranty does not cover:

• Defects or damage due to accidents, abuse, misuse, abnormal use (including but not limited to stunt riding, racing, or other similar activities not corresponding to the intended use of the product), improper storage, abnormal exposure to liquid, chemical exposure, moisture, abrasives, sand or dirt, neglect, abnormal physical, electrical, or electromechanical stress;
• Defects or damage caused by private modification;
• Scratches, dents, and cosmetic damage, unless caused by Birch;
• Products that have the serial number or bar-code removed, defaced, damaged, altered, or made illegible;
• Ordinary wear and tear;
• Defects or damage to the product caused by the use of accessories, ancillary, or peripheral equipment not furnished or approved by Birch;
• Defects or damage caused by the assembly, testing, operation, maintenance, installation, service, repair, or adjustment of the product in a manner that varies from Birch's assembly Instructions and owner's manual;
• Defects or damage resulting from external causes such as collision, fire, flooding, windstorms, lightning, earthquakes, exposure to weather conditions, theft, blown fuses, or improper use of any electrical source.

In addition, with respect to the battery, this Limited Warranty does not cover defects or damage resulting from the following actions or situations:

• Charging with a battery charger is not intended or appropriate for use with the battery;
• Improperly using the battery charger;
• If any of the seals on the battery are broken or show evidence of tampering;
• If the battery has been used on equipment other than the ebike for which it is specified.
  
  

Coverage Compoents - Accessories -1yrs

Original Birch parts and components are covered by a 1-year limited warranty. In the case where more than 15 days have passed since the date of receiving the bike, the replacement of parts within the warranty period will incur shipping costs.

Limited warranty for the suspension fork, stem, handlebar, headset, brake, bottom bracket, crankset, pedal, kickstand, rim, hub, freewheel, cassette, derailleur, and shifter will be provided for 1 year.

This Limited Warranty does not cover:

1. Parts compromised by corrosion due to exposure to various elements (moisture, heat, etc.);
2. Damage or deterioration of the surface finish, appearance, or aesthetics of the product;
3. Labor charges for part replacement or changeover;
4. Defects or damage due to accidents, abuse, misuse, abnormal use (including but not limited to stunt riding, racing, or other similar activities not corresponding to the intended use of the product), improper storage, abnormal exposure to liquid, chemical exposure, moisture, abrasives, sand or dirt, neglect, abnormal physical, electrical, or electromechanical stress;
5. Scratches, dents, and cosmetic damage not caused by Birch;
6. Products with the serial number or bar-code removed, defaced, damaged, altered, or made illegible;
7. Defects or damage to the product caused by the use of accessories, ancillary, or peripheral equipment not furnished or approved by Birch;
8. Defects or damage caused by the assembly, testing, operation, maintenance, installation, service, repair, or adjustment of the product in a manner that varies from Birch's assembly Instructions and owner's manual;
9. Defects or damage resulting from external causes such as collision, fire, flooding, windstorms, lightning, earthquakes, exposure to weather conditions, theft, blown fuses, or improper use of any electrical source.
10. Ordinary wear and tear not result from defects in workmanship or materials. Wear and tear can be assessed by Birch. Parts not typically covered include but are not limited to:

• Brake pads
• Rotors
• Spokes
• Tires/tubes
• Chains
• Chain rings
• Cassettes
• Crank-set
  
  

Claims Process

Warranty Claims

All claims to this warranty must be made through Big Horn Golfer and submitted to returns@bighorngolfer.com. Proof of purchase and photos or videos of the damaged product is required to be submitted alongside any warranty request. Before making a warranty claim, you are encouraged to contact Big Horn Golfer via returns@bighorngolfer.com, as there may be a simple fix for your problem that does not necessitate filing a claim. Valid warranty claims made within 2 years of initial purchase will be processed through Birch.

A deposit is required to replace the LCD display, motor, controller, and/or battery, which will be refunded in full upon the receipt by Birch of the parts that need to be replaced.

Birch will not replace any part without first seeing photos or video of the damaged product. Customers must provide this evidence by email.

Attention: Birch will offer free components and replacement parts (while shipping fees are not included), and any installation fees will not be covered by Birch without the after-sales team’s authorization.

Shipping Damage Claims

In rare instances, the item received may be damaged during transportation. If shipping damage occurs, please contact returns@bighorngolfer.com and provide us with photo or video proof.

No free accessories are eligible for replacement or compensation if they are scratched during transportation.

NOTICE: We will not accept shipping damage claims filed more than 7 days after receipt of any products.

Return Policy

15-Day Returns

1. ORDER CANCELLATION

BEFORE SHIPMENT:

Free of charge. Please contact returns@bighorngolfer.com to continue this process.

AFTER SHIPMENT: If a customer wishes to cancel an order after it has been shipped, a 25% interception fee will apply. In the event of a return, a 25% restocking fee will be incurred to account for restocking expenses, logistics costs, and labor. Birch will furnish a return shipping label, and the designated carrier will retrieve the return package. Customers have the option to self-return or organize their own return shipment, but a 10% restocking fee will also be applicable.

2. ORDER MODIFICATION

Before Shipping

Free of charge. Please contact returns@bighorngolfer.com to continue this process.

Shipped but not received

Please contact returns@bighorngolfer.com to continue this process but we cannot guarantee that order modifications will be successful.

Delivered

Please refer to the return policy to start a return and exchange if you prefer exchanging after the ebike has been delivered. Customers are responsible for the return shipping cost of $150 per ebike. You will be charged up to a 10% restocking fee (withheld from the refund). Please contact returns@bighorngolfer.com to continue this process.

3. MODEL REPLACEMENT & RETURN

For product defects: Birch will do its best to service you and provide tech support to fix simple issues. Birch will also provide the replacement parts necessary and cover the entire repair fee associated with the damages.

For shipping damages: Birch will do its best to service you and provide all the parts necessary and cover the service costs.

Free replacement and return: Customers can reject a package due to shipping damage (functionally affecting use) or contact customer service for missing and critically damaged parts or other quality-related issues. Our customer service team will help to arrange the free replacement and return.

To better understand the problem and solve it effectively, photos and/or videos are REQUIRED as evidence.
*Definition of critically damaged items: the main structure of the product is deformed and affects its normal functions in any form.

Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:
A) Minor damage to the outer packaging.
B) Minor scratches or paint loss on the product.
C) Damage to parts or wearing parts after excessive use.
D) Damage to parts or wearing parts after using for a certain while or a certain number of times.

To begin a return or exchange process, the following must apply:
All returns and refunds must be within 15 days of receiving the bike.

All bikes over 10 miles in total mileage cannot be refunded.

All returns require the original packaging supplies and shipping box. Bikes must not have any wear, dirt, scratches, and must be in the same packaging and condition as you received them, and must include all items in the box (battery, charger, keys, hardware, etc.).

All returns will embody a 10% restocking fee and the shipping fee of $150 per bike at one’s own expense.( For non-quality issues）
Please notice: If a customer decides to arrange the return shipment by himself and the request has been confirmed by Birch’s customer service team, it is the customer’s responsibility to ensure the safety of the shipping and the success of the return. The customer must choose the signature confirmation service for the shipment, and we highly recommend adding additional shipping insurance for the return package. Birch will not be responsible for any damage, loss, or other accidents to the shipment arranged by the customer.

NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:

A) All accessories
B) Special orders
C) Used items except in EXTREME cases of breakage/malfunction

4. Refund

Once our warehouse has received the returned product(s) and checked to confirm it meets our return condition, we will deduct any applicable fee and send the remaining refund according to the customer's original payment method.

Customers are encouraged to check with their credit card company and/or bank if the refund has not been posted on the account after two days it has been issued. Delays may occur due to the different fund transfer procedures in different financial institutions. Please contact us.

We genuinely appreciate your business and aim to make your shopping experience enjoyable from start to finish. If you have any questions or need assistance with a return, don't hesitate to contact the Big Horn Golfer Customer Service team.

Contact us at: returns@bighorngolfer.com