24-Month Warranty Policy

Last updated: 20 August 2026

This Warranty Policy applies to products sold by HONG KONG SMART EBIKE TECHNOLOGY LIMITED, trading as LOKEEVAN (“LOKEEVAN”, “we”, “us” or “our”).

1. Warranty Period

LOKEEVAN products are covered by a 24-month warranty starting from the date the product is delivered to you.

This warranty operates alongside your mandatory consumer rights. Customers in the European Union are entitled to a minimum two-year legal guarantee for goods that are faulty, not as described or do not perform as reasonably expected. Certain countries may provide additional or longer protection under national law.

2. What the Warranty Covers

The warranty covers defects in materials, manufacturing or product functionality that arise during normal and intended use.

A product may qualify for warranty service if, for example:

It does not function in accordance with its stated specifications.
A component fails because of a manufacturing or material defect.
A fault that existed at the time of delivery becomes apparent during the warranty period.
The product is otherwise not in conformity with the sales contract.

3. How to Make a Warranty Claim

Please contact LOKEEVAN at support@lokeevan.com before returning any product.

To help us identify your order and assess the problem, we may ask you to provide:

Your order number and proof of purchase.
The product model, SKU and serial number, where applicable.
A clear description of the issue and when it first occurred.
Photographs or videos showing the product and the reported problem.
Information about how the product was used, charged, stored or maintained.
The results of reasonable troubleshooting steps provided by our support team.

Photographs, videos and other diagnostic information will be used only for processing your support request, diagnosing the reported problem and administering the warranty.

4. Assessment and Warranty Resolution

Our support team or engineers will review the information provided to identify the likely cause of the problem.

Depending on the circumstances and your rights under applicable law, we may offer one or more of the following solutions:

Remote troubleshooting or operating guidance.
A compatible replacement component or spare part, together with appropriate instructions.
Repair of the affected product.
Replacement of the product if a spare part or repair cannot reasonably resolve the confirmed quality-related problem.
A proportionate price reduction or refund where required by applicable consumer law.

We will only propose customer-installed replacement parts when this is reasonably safe, suitable for the product and appropriate for the reported issue. This will not limit your right to request another remedy where applicable law gives you that right.

Confirmed warranty remedies will be provided free of charge, including the necessary parts, labour and standard shipping costs required to bring the product into conformity.

Repairs and replacements will be completed within a reasonable period and without significant inconvenience to the customer. If repair or replacement is impossible, disproportionate or cannot be completed within a reasonable period, the customer may be entitled to a price reduction or refund under applicable law.

5. Returning a Product for Assessment

Please do not return a product before contacting us and receiving return instructions and the correct return address.

An unannounced return may be sent to the wrong location or may not contain sufficient information to match it to your order. This can delay or prevent us from tracing and processing the shipment.

Failure to contact us before returning a product does not remove any mandatory statutory rights, but the product must still be identifiable and made available for inspection. If a physical return is necessary, we will provide instructions concerning the return address, packaging and documents that should accompany the shipment.

Products should be securely packaged and, where reasonably possible, returned with the accessories or components relevant to the reported fault. Original packaging is not required for exercising mandatory legal guarantee rights.

6. What Is Not Covered

Unless the problem is caused by an underlying product defect, the warranty does not cover:

Normal wear and tear or normal deterioration of consumable components.
Damage caused by accidents, impact, collision, misuse, neglect or improper handling.
Use contrary to the product instructions or stated operating limits.
Water ingress caused by use outside the product’s stated water-resistance limits.
Damage caused by improper charging, incompatible chargers, incorrect voltage or unsuitable power supplies.
Damage caused by unauthorised modification, disassembly or repair.
Cosmetic damage that does not affect the product’s operation.
Loss, theft or damage caused during transportation arranged independently by the customer.
Problems caused by third-party accessories or components that are not compatible with the product.
Normal battery capacity reduction resulting from age and ordinary use; manufacturing defects affecting a battery remain covered.

These exclusions do not apply where the stated event resulted from a defect for which LOKEEVAN remains legally responsible.

7. Replacement Products and Parts

A replacement may be new or equivalent in performance and condition, subject to applicable law and product availability.

Repaired products, replacement products and replacement parts remain covered for the period required by applicable law. Any legally required extension or restart of the guarantee period following a repair or replacement will apply according to the law of the customer’s country.

8. Relationship to Returns and Cancellations

This Warranty Policy applies to faulty or non-conforming products. It is separate from the right to cancel an online order and the 14-day withdrawal right described in our Return and Refund Policy.

9. Your Statutory Rights

Nothing in this Warranty Policy excludes, restricts or replaces any mandatory consumer rights available under the law applicable to your purchase. Where this policy conflicts with mandatory consumer law, the mandatory legal provisions will take precedence.