At OKAI, we are committed to ensuring the satisfaction of our customers with high-quality products and reliable after-sales service. By purchasing our products directly from us, you agree to the following warranty terms and conditions. If your product was not purchased directly from OKAI, please reach out to the authorized distributor in your area for warranty assistance.
1. Warranty Coverage
OKAI provides a 1-year warranty on all products purchased directly from us, starting from the date of delivery. The warranty covers defects in design, materials, and workmanship, ensuring your product is free from defects and functions as intended.
What’s Covered:
- Defects in design, materials, or workmanship.
- The product must match the provided specifications.
What’s Not Covered:
- Misuse or mishandling (damage caused by improper use).
- Normal wear and tear (natural degradation through regular use).
2. Warranty Claims Process
If you believe your product is defective, here’s what you need to do:
- Complete the After-Sales Form: Provide a clear description of the issue.
- Email us at support@OKAI.com with the completed form and your product details.
- Ship the Product: Send your product in its original packaging to the address provided by our support team.
Shipping Costs:
- To OKAI: The customer is responsible for shipping the product to us for repairs or replacement.
- Back to the Customer: OKAI will cover the cost of shipping the repaired or replacement product back to you.
3. Warranty of Replacement Parts
If a replacement part or product is found defective during the warranty period, OKAI will either:
- Repair the defective part, or
- Replace it with a new or equivalent part.
This will be done at no extra cost, provided it’s within the original warranty period.
4. Services Outside the Warranty
For products outside the warranty, we offer repair services at your cost. Here’s what you need to know:
- Service Quote: If the product is not covered under warranty, we will send you a quote for the required services.
- Shipping & Insurance: The customer covers the shipping costs for sending the product to us. If needed, we can arrange insurance for the product in transit at the customer's expense.
5. General Terms for All Services
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Inspection Fees: OKAI may charge an inspection fee if the product is not found defective or is not repairable.
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Use of Replacement Parts: OKAI may use new or refurbished parts equivalent to new in performance and reliability.
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On-Site Service: If service is performed at your location:
- The customer must provide the necessary tools, staff, and workspace.
- The customer covers any travel or associated costs.
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Damage & Loss: OKAI is not responsible for any damage during shipping or service unless insurance is purchased.
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Service Acceptance: Upon completion, inspect your product. Any issues should be reported within 10 working days. If no claim is made, the service is deemed accepted.
6. Shipping Details
- Packing: Ensure your product is securely packed in its original box to prevent damage during transit.
- Return Shipping: After service completion, OKAI will return the product to the customer at the address provided.
7. Limitation of Liability
OKAI’s liability is limited to repairing or replacing defective products as outlined in the warranty. We are not liable for any indirect, incidental, or consequential damages, such as loss of profits or data, unless caused by gross negligence or fraud.
8. Force Majeure
OKAI is not liable for delays or failure to perform due to circumstances beyond our control, such as natural disasters, strikes, or government actions.
9. Refund Policy
OKAI does not offer refunds for service orders unless stated otherwise in writing.
10. Applicable Law & Jurisdiction
- Governing Law: These terms are governed by the laws of California.
- Disputes: Any disputes will be settled by arbitration. The language of arbitration will be English, and the prevailing party may recover attorney’s fees.
Need Assistance?
If you encounter issues with your Okai e-bike, contact our support team at support@electropedals.com or fill in the contact form on our website and we will try to get back to you in less then an hour. We’re here to ensure you have the best riding experience!