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CHRISTMAS WARRANTY EXTENSION: If you purchased a scooter between now and Christmas day, the warranty start date has automatically been changed free of charge to December 25, 2011. For example, a scooter with a 90 day warranty will not expire until March 26, 2012.
Only the
motorcycles, mopeds, bicycles, scooters, ATVs and pocket bikes are sold at ElectricVehicleMall.com. Unlike some scooters that can be purchased on the internet, these products are built to last and will generally perform trouble free. Nevertheless, should you have any difficulty with one of these products, the following warranties are included free of charge and extended warranties are available for most products at the time of purchase.
These warranties are offered by the manufacturer and the manufacturer handles the warranty directly with the customer.
is provided for all X-Treme Scooters products by the manufacturer, X-Treme Scooters, and is provided for all EV-series products (e.g., EV-M2 and EV-M2C) by Electric Vehicle Mall (who is the direct distributor for all EV-series products).
To receive warranty service or technical support, or to report shipping damage, please submit a support ticket. Creating a support ticket is easy and takes less than 2 minutes. The warranty/technical support department will contact you by phone if that is your request. See Support Ticket Instructions near the bottom of this page.
WARRANTY FOR X-TREME SCOOTERS & EV-SERIES PRODUCTS (i.e., models starting with XM-, XB-, XA-, X-, XG-, XP- and EV-)
Limited Bumper-to-Bumper Parts Warranty:
• 3 year limited warranty on the EV-M2 Elite Mobility Scooter. Click here for details!
• 6 months parts replacement warranty on defective parts and shipping damage for all X-Treme XM-series street legal motorcycles, mopeds, and scooters and for all EV-series scooters, tricycles and bikes (except EV-M2).
• 90 days parts replacement warranty on defective parts and shipping damage for all X-Treme XB-series electric bicycles, moped bikes and mobility scooters. A 6 month extended warranty is optional for all X-Treme XB-series bikes.
• 30 days parts replacement warranty on defective parts and shipping damage for all X-Treme XA-series ATVs, X-series electric scooters, XG-series gas scooters, XP-series pocket bikes. A 90 days (instead of 30 days) extended warranty is optional for all of these. In addition, a full 1 year extended warranty is offered for the XA-series ATVs.
The warranty starts the day the scooter is delivered to you. This warranty covers factory defects and defaults only. We do not cover misuse or broken parts caused by the user or by any other event. X-Treme, or Electric Vehicle Mall in the case of EV-series products, will pay for standard shipping service costs on the first warranty shipment only. Any additional warranty parts that are needed will require the customer to pay all shipping costs.
Customers are responsible for replacing warranty parts sent to them. The X-Treme Scooters, or Electric Vehicle Mall in the case of EV-series products, tech support warranty department will walk you through the installation process if needed. Alternatively, you can hire a local mechanic to install it for you.
Battery Warranty:
• 1 years battery even trade warranty on defective batteries for the XM-3500Li, XM-4000Li and XM-5000Li electric motorcycle/scooter.
• 1 year battery even trade warranty on defective batteries for all XM-series street legal gas scooters (XM-160, XM-155, XM-150 and XM-50) and the XB-700Li, XB-300Li and XB310Li Electric Bicycles.
• 6 months even trade warranty on defective batteries for all other X-Treme scooters and for all EV-series scooters.
Batteries carry a limited warranty which is subject to a stringent wear and tear clause. Any battery faults due to a defect in the original manufacture will normally become obvious within the first two months of use. Any deterioration in performance after this period is normally associated with fair wear and tear, misuse or accidental damage and as such is not covered by the manufacturer’s warranty. There is no other express warranty.
The battery warranty does not include damage from power surges, use of improper charger, improper maintenance or other such misuse, or normal wear.
If any battery should become faulty due to defects in materials or workmanship within the specified warranty period, the manufacturer will replace the battery free of charge provided that the batteries are, upon inspection, found to be defective in material or workmanship and qualify for replacement within the terms of the limited warranty as described above. X-Treme, or Electric Vehicle Mall in the case of EV-series products, requires that defective batteries be returned to them for inspection. X-Treme Scooters, or Electric Vehicle Mall in the case of EV-series products, does not pay the shipping fee's to return the batteries to them; however they will pay to ship the replacement batteries back to you.
Gasoline Engine Warranty:
• 1 year engine warranty on all gas ATV models (XA-150, XA-114, XA-112, XA-110) and gas moped motorcycles (XM-160, XM-155, XM-150, XM-50).
• 30 days engine warranty on all other models.
The engine warranty warrants against factory defects only. Defective engines must be returned to X-Treme Scooters at the customers expense & will be replaced if X-Treme Scooters determines the engine is defective due to a factory defect. X-Treme Scooters will pay the shipping cost to send the replacement engine to the customer.
Limited Warranty Details:
What is covered & what is not covered:
1. Shipping damage*: Should your item arrive with damage that is a direct result of the assigned shipping carriers mishandling, X-Treme, or Electric Vehicle Mall in the case of EV-series products, will replace those damaged parts free of charge under warranty as long as the damage is reported immediately after delivery. In the event that the damage is determined to be extensive, (digital photos may be required by e-mail), at X-Treme’s (or Electric Vehicle Mall in the case of EV-series products) discretion and after careful consideration, X-Treme, or Electric Vehicle Mall in the case of EV-series products, may arrange to have the item picked up and returned to X-Treme (or Electric Vehicle Mall in the case of EV-series products) for free replacement. X-Treme, or Electric Vehicle Mall in the case of EV-series products, will provide technical support via phone or through our Support Help Desk to assist customers with the replacement of parts but will not pay labor charges to install such parts. IMPORTANT: See full instructions on shipping damage here.
2. Tires, tubes & kick stands: These items are NOT covered unless they are damaged as a result of shipping.
3. During your applicable warranty period: X-Treme Scooters, or Electric Vehicle Mall in the case of EV-series products, will replace any defective part free of charge and free of shipping charge to the end user of the scooter. X-Treme, or Electric Vehicle Mall in the case of EV-series products, may require certain parts to be shipped back before replacing those parts. Shipping costs back to X-Treme, or Electric Vehicle Mall in the case of EV-series products, must be paid for by the end user / customer.
* NOTE: Damage from shipping must be reported immediately.
Gas Scooters Models Starting With 'XG' Warranty:
"Only manufacturer defects will only be covered."
1. Engines are covered. Each engine is started, tuned up and tested before we ship the pocket bike or gas scooter to you. Failure to premix oil with the gas voids the engine warranty.
2. Pull starters are not covered. Spare scooter pull starters can be purchased online.
3. Tires, tubes & flat tires are not covered unless damaged during shipping. Damage from shipping must be reported to X-Treme Scooters immediately.
Warranty Exclusions:
This warranty is only given to the original purchaser of the Scooter. This Warranty excludes:
• Consumable items which may need replacing due to normal wear and tear (tires, tubes, belts, bulbs, upholstery and seating, throttle, brakes, motor brushes, fuses, plastic shrouds and footrest covers, etc.)
• Damaged caused by: battery fluid spillage or leakage, abuse, misuse, accident, or negligence, improper operation, excessive loading, maintenance, or storage, commercial use or use other than normal.
• Used other than for the purpose of the purchaser’s mobility.
• Repairs and/or modifications made to any part of the product without specific and prior consent from X-Treme Scooters and Electric Vehicle Mall.
• Labor, service calls, shipping, and other charges incurred for repair of the product not approved by X-Treme Scooters and Electric Vehicle Mall.
Implied warranties, including those of merchantability and fitness for a particular purpose, are limited to three (3) months from the date of the original purchase and to the extent permitted by law. Any and all implied warranties are excluded. This is the exclusive remedy. Liabilities for consequential damages under any and all warranties are excluded.
Some states do not allow limitations on how long an implied warranty lasts or do not allow the exclusion of limitation of incidental or consequential damages. So, the above limitation or exclusion may not apply to you.
X-Treme & EV Products 15 Day Return Policy (Satisfaction Guarantee):
Any customer who receives an X-Treme Scooter or EV-series Scooter whom is not satisfied should open a support ticket (see exact instructions below) immediately. If the manufacturer's techs cannot get the problem resolved to the customer’s satisfaction, the customer can return the scooter to the manufacturer at their expense for a refund. Returns for refund will only be authorized during the first 15 days after delivery. After 15 days, RMA’s for replacements only may be authorized. This new policy comes after the new higher priced packing was put into place which has brought the shipping damage rate to below 1% while the customer satisfaction rate has greatly increased.
If you wish to return X-Treme Scooters or EV-series Scooters merchandise, please review the terms and conditions below, then open a support ticket (see exact instructions below) and request an R.M.A. (Return Merchandise Authorization). Within 1 - 2 business days of submitting your request, a team member from the manufacturer's support department will contact you with further instructions.
All returns must be pre-authorized. All X-Treme Scooters merchandise must be returned ONLY to the manufacturer, X-Treme Scooters, NEVER to the store, Electric Vehicle Mall. All EV-series Scooter merchandise must be returned ONLY to the distributor, Electric Vehicle Mall.
Return Terms and Conditions:
Customer is responsible for returning merchandise at their own expense.
All X-Treme Scooters returned merchandise must be returned to the manufacturer, X-Treme Scooters, NEVER to the store, Electric Vehicle Mall.
All EV-series Scooter returned merchandise must be returned ONLY to the distributor, Electric Vehicle Mall.
Merchandise must be received in 100% new, re-sellable condition. Merchandise is not eligible for refund if it has been ridden, worn, used, abused, damaged in any way or gas has been added to the fuel tank. Merchandise must arrive complete (including warranty cards, manuals, accessories, promotional items, etc.) and in the original packaging.
Customer must initiate return shipment of the merchandise within 15 days of the purchase date.
Preparing your product for Authorized R.M.A. return shipment:
| Re-pack the merchandise securely in its original packaging, include the original contents of the box; warranty cards, Manuals, accessories, promotional items, etc. | |
| Include a copy of your invoice. | |
| Include a copy of the RMA notice you have received from us via our support department help desk. | |
| Clearly print your RMA# on the return shipping label (on the outside of the box).For your protection we recommend all returns be sent via UPS, Federal Express, DHL or other courier that issues a tracking number. We recommend that the shipment is insured. The customer is responsible for damage or loss during return shipping. | |
| Freight collect and COD packages will not be accepted. |
At the discretion of X-Treme Scooters, or Electric Vehicle Mall in the case of EV-series products, returns which do not follow the above guidelines may be refused and require the customer to pay return shipping and handling fees, or an additional processing fee may apply. If accepted, items returned without an RMA# are subject to an additional 15% restocking fee.
All shipping charges are non-refundable. Please note that cost of shipping the product to you is built into the price of ALL of the products that we sell. For example, even though you may have received free shipping, obviously we paid a shipping charge to ship the product to you. On other products, a modest shipping charge is applied to your purchase but this is not the entire cost of shipping that product to you. The additional actual cost of shipping is built into the base price of the product. Before you return your purchase for a refund, you should ask the manufacturer to quote you the amount of the non-refundable shipping charge for your purchase. Be sure to put this question in the comment section when you submit your support ticket requesting an R.M.A. The actual cost of shipping the product to you, which includes the amount built into the base price of your purchase, is not refundable.
Customer is responsible for returning merchandise at their own expense.
All new units will be charged a 20% restocking fee.
In summary, for returns that follow the above guidelines including the customer returning the merchandise at their own expense, the amount of your refund under the 15 day return policy will be your original payment less the actual cost of shipping the product to you and less a 20% restocking fee.
Once merchandise has been accepted for refund, credit will be applied to the account through which payment was originally made.
Shipping Damage Returns:
If you received a shipment that appears to be damaged during shipping or if you open up your package and you find damage, please take photos of the damage and immediately contact us. Photos of the damage are necessary. Do not destroy the carton or packing materials.
Upon contacting customer care, we will determine if the problem can be resolved by sending you replacement parts or if damage claim and return should be initiated with the carrier.
Shipping damage must be reported to us within 3 days of receiving your shipment due to carrier policies.
SUPPORT TICKET INSTRUCTIONS (for warranty service, technical support or to report shipping damage)
Support for EV-series Products (only):
To receive warranty service or technical support, or to report shipping damage for any EV-series scooters product, send an email to service@electricvehicemall.com. It is important to do this by email or by letter (if you have no email) so that your issue and the date of your issue is documented in writing. If you do not have email and are sending a letter instead, please call the technical support department at 727-474-9993 so that we can start working on resolving your issue right away. Be sure to include the following information in your email or letter:
1. Your name and (if different) the name of the person to whom the scooter was shipped.
2. The full address where the scooter was received.
3. The date your received the scooter.
4. The model number of your scooter, e.g., EV-M2, EV-M2C, etc.
5. The best phone number or phone numbers by which we can reach you.
6. A full description of your issue.
7.
A request for a return phone call if you want us to call you.
If you have shipping damage, you will need to attach pictures to your email.
The warranty/technical support department will contact you as soon as they get to your email and will ship free replacement parts if needed.
Support for X-Treme Scooters Products (only):
To receive warranty service or technical support, or to report shipping damage for any X-Treme Scooters product, create a support ticket from the link below. Their warranty/technical support department will contact you as soon as they get to your ticket and will ship free replacement parts if needed. Note: The warranty/technical support department does not take incoming phone calls; they can call out and will contact you by phone if you make that request on your support ticket.
Support tickets are normally answered by the end of the following business day. If you do not hear from technical support by the end of the following business day, you are welcome to contact Electric Vehicle Mall by phone or email. Be sure to give us your ticket number. We will then expedite the handling of your issue(s) by contacting the manufacturer directly on your behalf.
To save yourself time, be sure to consult the trouble shooting section in your owners manual before submitting a support ticket.
IMPORTANT: NEVER EVER post additional messages to your support ticket UNTIL you've first heard from a technical support agent. The reason is that continuing to post to your support ticket can INFINITELY delay any response since each time you make another post, your ticket goes back to the end of the line!
Creating a support ticket is easy and takes less than 2 minutes:
1.
Fill out only the required fields (i.e., those with an asterisk). 'Ship to Address' means simply your street address, e.g. 110 Sylvia Drive. 'Model number' means simply the model of your scooter, e.g., XB-700Li, X-600, etc.
2. Type a brief description of your issue in the message body and ask for a return phone call if you would prefer that to an email.
3. Click on the 'Create Ticket' button.
4. The next screen will give you your ticket number, which is also a link to your support ticket. We suggest that you click on the link and then bookmark it as a 'Favorite' so that you can return to it easily. You will also receive a confirmation email with a link to your ticket. If you do not receive a confirmation email, look in your spam folder.
If you have shipping damage, you will need to attach pictures to your support ticket. After your support ticket has been created, return to it (using your saved Favorite or the link in your confirmation email) and attach a few clear digital pictures of the damaged component, part or scooter using the links at the bottom of your ticket page. (Hint: Avoid the links at the top of your ticket page). This verifies your damage and insures that the correct parts are sent to you.
To create your support ticket, click the link below:
Create X-Treme Scooters (only) Support Ticket
