Warranty Policy

At Helokeep, we stand behind the craftsmanship and quality of our products. This Limited Warranty applies exclusively to products purchased directly from our  website (www.helokeep.com). Helokeep electric bikes purchased through third-party channels (e.g., Amazon, Best Buy, or physical retailers) are subject to the warranty policies provided by those respective sellers.

I. Warranty Coverage

1. For the Original Purchaser

We provide a 2-year limited warranty on all core components of every Helokeep e-bike, excluding consumable wear-and-tear parts. The warranty period begins on the date the original purchaser receives the bike.

2. For Subsequent Owners (Transferable Warranty)

We are proud to offer a transferable warranty. Subsequent owners are eligible for the remainder of the 2-year limited warranty, provided they can furnish:

  • The original proof of purchase.
  • The original purchaser’s name and order number.
  • Note: The warranty period is always calculated from the original delivery date to the first owner.

II. Component-Specific Warranty Terms

1. The Frame (U.S. Only)

We offer a 2-year limited warranty on the structural integrity of the frame against manufacturing or material defects.

  • Exclusions: Damage from collisions, misuse, improper assembly, commercial/rental use, or bikes with an original retail price under $600.

2. Lithium-Ion Battery

Due to the chemical nature of batteries, Helokeep batteries are warranted for three (3) months against manufacturing defects.

  • Proactive Battery Care: If the battery is inactive for more than 15 days, it may discharge completely and become unchargeable. This is considered user-neglect and is not covered under warranty.
  • Storage Tip: Fully charge the battery and disconnect it from the bike before long-term storage.

3. Separate Accessories

Accessories purchased independently of a bike carry a 6-month warranty.

  • Within 7 Days: Returns/exchanges accepted for quality defects (Helokeep covers shipping). If there is no defect, a 20% restocking fee (minimum $15) applies for returns.
  • After 7 Days: No returns or exchanges accepted.

III. What Is Not Covered (Wear & Tear)

“Normal wear and tear” refers to the natural deterioration of components resulting from regular use. These items are not eligible for warranty claims:

  • Tires, tubes, and spokes.
  • Brake pads, cables, and housings.
  • Chains, freewheels, chainrings, and drivetrain gears.

  • Bearings, handlebar grips, and rubber moving parts.
  • Stripped threads/bolts and aesthetic corrosion.

The warranty is void if damage results from:

  • Improper assembly or unauthorized modifications.
  • Accidents, neglect, or use beyond the bike's intended purpose.
  • Failure to perform routine maintenance as outlined in the owner’s manual.

IV. Warranty Claim Process

To initiate a claim, please follow these steps:

  1. Contact Support: Email support@helokeep.com with your order number and a detailed description of the issue.
  2. Evidence: Attach clear photos and/or videos of the defect for our technical team to evaluate.
  3. Resolution: If approved, Helokeep will, at its discretion, repair or replace the defective part.
  4. Shipping: While the replacement part is free, shipping fees may apply. For frame claims, the customer is responsible for shipping the unit to our service center.

V. Contact Information

For all warranty-related inquiries, please reach out to our dedicated support team: