If (a part of) your Urban Arrow is defect or no longer works properly, visit your Urban Arrow dealer within 2 months of noticing the defect. The dealer is aware of our guarantee conditions and can assess whether the defect falls within the guarantee.
Has the dealer determined that the defect may fall within our warranty? Then they can submit a warranty request to us. This application will be assessed and processed by us. At Urban Arrow, we will assess whether the warranty is applicable. The dealer will send the part in question together with the purchase invoice to us, stating the complaint, after which (if applicable) replacement items will be sent to the dealer.
Please note! Your dealer may charge for any assembly, disassembly or transport costs.
The following warranty conditions apply to your Urban Arrow*:
- 5-year warranty on the frame and fork, excluding wear parts;
- 2-year guarantee on the paintwork and visible rust from the inside;
- 2-year warranty on all other parts. Wear parts such as tyres, chain, pedals, bearings, seatbelts, ball bearings among others, are not covered by this warranty;
- 2-year warranty on all accessories;
- 2-year warranty on the battery. The capacity of the battery will decrease depending on the number of charging cycles and the life of the battery. This reduction in capacity is not covered by the warranty;
- During the valid warranty period(s), all parts which Urban Arrow has determined to have a construction or material defect will be repaired or reimbursed at Urban Arrow's discretion.
- The manufacturer's warranty can only be claimed on presentation of the original purchase invoice.
*All conditions apply from the date of purchase and only apply to the first owner.
Your warranty becomes invalid or inapplicable if your Urban Arrow and/or its parts:
- Has been modified in construction. Never make changes to your electric drive unit or other products suitable to improve the performance of your e-bike;
- Has had inadequate maintenance;
- Has been abused or been involved in an accident;
- Has defects due to normal wear and tear;
- Has been damaged during transport;
- Has been damaged by attachments (such as bags) not sold or manufactured by Urban Arrow;
- Has been used other than for which the product is intended;
- Despite damage and/or defects having been found, use has continued and as a result has worsened the damage;
- Has not been serviced/repaired by an authorised Urban Arrow dealer.