Terms and Conditions

NOKO is committed to fully supporting our customers, ensuring complete coverage for any conformity defects. NOKO pledges to replace or repair any product or component that proves defective under normal use.

The terms of this warranty are outlined below:

NOKO guarantees all products that it manufactures or distributes on www.nokobike.com for the legal warranty period starting from the date of purchase, covering any conformity defects. This warranty is applicable exclusively to the original purchaser of the product, who will be entitled to repair or replacement of the defective product if a conformity defect is confirmed.

The warranty applies only to purchases made directly through NOKO’s official website or authorized NOKO dealers.

The warranty is subject to the final decision of our technicians regarding the nature of the product’s non-conformity, following an examination of the item in question.

• How Does the Legal Warranty Work?

The 2-year legal warranty covers components designed by NOKO, such as the frame and fork. Components from third-party manufacturers are also covered for two years, unless otherwise specified. The legal warranty covers only material and workmanship defects that existed at the time of delivery. The legal warranty begins on the day the bike is delivered to the first owner.

For cases covered by the legal warranty, NOKO will cover all costs: assembly, service charges, and shipping expenses. If a defective component of a NOKO bike is replaced under the legal or conventional warranty, the warranty period is not extended. The warranty terminates if the original purchaser transfers ownership of the NOKO bike to a third party.

• How Does the Conventional Warranty Work?

The 5-year conventional warranty applies to the frame and fork. It starts on the day the bike is delivered to the original purchaser and is valid in conjunction with the legal warranty. The conventional warranty does not apply to third-party components.

The conventional warranty covers only material and workmanship defects that existed at the time of delivery. It is applicable only to the original owner of the bike and cannot be transferred. If replacement parts are not available in the original color, an alternative will be offered to the buyer.

• How can I request a free return within 30 days?

Follow these simple steps to request a free return within 30 days:

1. Submit your request for a free return within 30 days by emailing customercare@nokobike.com. It is mandatory to:

• Provide the order number
• State the reason for the return
• Attach photos and videos of the product, specifically the frame in all parts and all components of the e-bike.

The return request will only be processed if it includes all the required information. The return will be accepted only if the product is intact and does not show any structural or aesthetic damage.

2. After reviewing and approving your request, you will receive instructions for the return.
3. Pack the bicycle (or accessories) securely in its original box. For returns within 30 days of delivery, it is mandatory to send the NOKO in its original box, complete with packing materials, and with all items received at the time of delivery, following the instructions provided by Customer Care.
4. Apply the shipping label to the box and hand the package to the courier. The pickup will be arranged for the date and address provided.
5. Once we receive the return, the product will be inspected by the technical team to confirm the conformity of the return. After the inspection is complete, we will proceed with the refund for the order.

Please note that the return must be made in a single shipment and never in separate shipments, or the right to return may be forfeited.

Is it Necessary to Keep the NOKO Box?

You are required to keep the NOKO box for the entire duration of the 2-year legal warranty from the delivery date of the product.

For returns within 30 days of delivery, it is mandatory to send the NOKO bike with the original box, including all packaging materials and items received at delivery, following the instructions provided by NOKO Customer Care.

For warranty service at the NOKO facility, it is recommended to use the original box and packaging materials to ensure safe transport. If the original packaging is not used, NOKO is not responsible for any damage caused during transport.

• When is the Warranty Not Applicable?

The warranty does not cover any damage or defects resulting from negligent use of the bike, installation of non-original accessories, improper handling, or maintenance by the user or third parties on their behalf. The warranty does not apply to components of the electrical system that have been disassembled or modified to alter their original functions.

Due to the inherent risks associated with bike use, both on-road and off-road, the warranty only covers the replacement of non-conforming parts and does not cover any personal injuries that may result directly or indirectly from the failure of these parts during use. In case of an accident, regardless of fault, NOKO’s warranty will be void.

• What is Not Covered by the Warranty?

The warranty does not cover normal wear and tear of consumable parts, damage from falls, collisions, electrical surges, poor maintenance, or unauthorized manipulation of electrical and mechanical parts.

Specifically, the warranty does not cover:

• Failure to adjust mechanical parts (gears, brakes, saddle, handlebars, pedals, etc.).
• Tires due to punctures or accidental damage.
• Natural wear of materials: tires, brakes, cables and pullers, springs, seals, pedals, drivetrain components, wheel spokes, bearings, grips, handlebar tape.
• Improper use by the owner (renting, competition, or conditions typical of excessive use, overload, off-road, etc.).
• Natural battery capacity degradation over time.
• Tampering or incorrect repairs performed by unauthorized third parties.
• Damage resulting from shocks, falls, or collisions.
• Failures caused by use not by the notes in the NOKO user manual, especially: products not protected from the elements during daily storage and not functioning due to humidity; structural failures indicating use with a weight exceeding the maximum limit (especially double occupancy); failures due to inexperience or poor maintenance.
• Damage from poor care or reported after the warranty period.
• Damage during transport if arranged by the user. In case of receiving damaged material after third-party transport, the customer must report the issue immediately using the “Contact Us” system via the following link.

• What If Repair Is Not Feasible?

If repair is not possible, NOKO guarantees the replacement of the product within the warranty terms. The non-conforming product will be replaced with an equivalent item or, if that is not possible due to stock issues, with another product of equal quality and performance.

• Is the Warranty Valid Only for the First Buyer?

The warranty is applicable exclusively to the original owner of the e-bike, as indicated during the purchase and registration process. Therefore, this warranty is not transferable to subsequent buyers. To exercise the rights under this warranty, you must provide NOKO with a copy of the purchase document for the bike (invoice or order confirmation email).

• How to Request Assistance for Electronic Components?

For all electrical components, including the motor, battery, Range Extender, controller, power button, and charging port, support will be provided by NOKO. If you require assistance with the electronic components of your NOKO e-bike, please follow these steps:

Contact us: Send an email to customercare@nokobike.com. In your email, include a detailed description of the issue you’re experiencing with the electronic component.

Include Documentation: Attach any relevant photos or videos that clearly show the problem. This will help us diagnose the issue more effectively.

Repair or replacement: NOKO will handle the repair or replacement of electronic components directly. We will either manage the process at a NOKO facility or, at a nearby service center by prior arrangement. In any case, NOKO will determine the method of assistance based on the individual case. 

We aim to address each support request within 24 hours and will work to resolve the issue as quickly as possible. Kindly note that incomplete reports may result in longer processing times by our Customer Care team.

• How Can I Contact Customer Care and Request Warranty Coverage?

To utilize the legal warranty within 2 years from the delivery date, contact NOKO Customer Care at customercare@nokobike.com, requesting in writing either the repair of the product or, if the product is not repairable, its replacement. You will receive specific instructions on how to exercise your warranty rights.

If you purchased as a business or professional, the legal warranty will be valid for only 1 year.

• How Can I Track the Status of My Warranty Request?

For any inquiries regarding the status of your warranty request, please contact NOKO Customer Care. After initiating your warranty request, you can inquire about the status of your case via email.