Shipping

Warranty

1. How to Apply for Warranty

Cyrusher warranty claims can be fulfilled by submitting a support ticket, which is required in order for parts to be replaced under the warranty. This is done via our contact page on the website, and will require your order number. The support ticket allows for direct contact with our certified mechanics via email. Once the ticket is submitted, you will receive a response within 48 hours. As part of the warranty process, you may be required to do tests and send footage to the mechanics, so that they may diagnose the issue and provide the best solution. An example of this would be testing a battery using a voltmeter and submitting a picture of the results via email. Cyrusher will evaluate your case and guide you through any tests that we may require.

A) What Will We Do?

If a component is deemed to be defective or damaged without user error we will issue a replacement part. We will replace any parts deemed to have been damaged during shipping. We may also authorize a reimbursement of up to $200 for local bike shop repairs, if determined by Cyrusher mechanics. Any unauthorized repairs or alterations are not covered under the warranty. Any unauthorized changes to the bike will also void the warranty.

Warranty parts can be expedited at the customer's expense, but Cyrusher makes no guarantee of exact delivery date for expedited delivery items. Refunds will not be offered on expedited shipping costs if shipment is delayed. (Note: These notices are applied to the continental 48 states, Alaska and Hawaii will have an additional shipping fee when shipping is needed).

B) What We Will Not Do?

Cyrusher will not replace any part without first seeing photos or video of the damaged part. We will not offer warranty service to second owners. We will not replace any part damaged by the user. We will not pay for any third-party service or part replacement unless agreed upon prior to the fix. Cyrusher will not cover any damage that may occur during shipping if the owner uses its own shipping service. For more information, please check our return policy. We will not offer any warranty service to the owners who did not purchase from Cyrusher.com or authorized dealers.

2. Warranty Conditions

Our mechanics are the ones directly in charge of warranty information. They are more than happy to work with you per the conditions as shown below.

This warranty only applies to the original owner of a Cyrusher. This warranty is limited to a one-time replacement of defective parts at the sole discretion of Cyrusher. This warranty does not cover any damage or defects resulting from failure to follow instructions in the owner’s manual, acts of God, accident, misuse, neglect, abuse, commercial use, alterations, modification, improper assembly, wear and tear, installation of parts or accessories not originally intended or compatible with the bicycle as sold, operator error, water damage, extreme riding, stunt riding, or improper follow-up maintenance. Only in extreme cases will an entire replacement bike be issued. In such a case, the original bike has to be shipped to Cyrusher’s facility for inspection/repairs before a new bike is sent out. If repairs can be made, a new bike will not always be sent.

This warranty does not include accessories, consumables, or normal wear and tear parts. Cyrusher will not be liable and/or responsible for any damage, failure, or loss caused by any unauthorized service or use of unauthorized parts. Shipping damage(s) must be reported to Cyrusher via a support ticket. These can be filled out on our support page.

In no event shall Cyrusher be responsible for any direct, indirect, or consequential damages, whether based on contract, warranty, negligence, or product liability in connection with its products, including without limitation to the following: personal injury, property damage, or economic losses.

Cyrusher may charge a minimum service fee, replacement part cost, for cases where the warranty policy may not apply. All replacements are limited to one-time per item. All Individual shipping for warranty must be prepaid and insured by the customer. Cyrusher will not be liable for lost in-bound packages. Cyrusher can void warranty when applicable. Cyrusher reserves the right to update and modify its warranty at any time. Notice of these changes may or may not be provided.

Every electric bike bought from Cyrusher.com and authorized sales channels is covered under our manufacturer's limited warranty for the original owner against defects in material or workmanship, including individual components as follows:

A) 2-Years Limited Warranty

Cyrusher bicycle components including the motor, controller, and frame are warranted against manufacturer defects in materials and/or workmanship for 2 years from the date of original purchase, with a limit of one part replacement, per part, per bike.

B) 1-Year Limited Warranty

Lithium-ion batteries, hydraulic brakes, front fork, bike computer, pedal assistant sensor, battery charger, stem, handlebar, headset, seat post, bottom bracket, crankset, rear rack and shifting systems are warranted against manufacturing defects in materials and/or workmanship for 1 year with a limit of one part replacement, per part, per bike. The battery warranty does not include damage from power surges, use of an improper (not designated) charger, improper maintenance, or other misuse, normal wear, or water damage.

C) No Warranty

Please note that gears and accessories are excluded from this warranty policy but included in our return policy.

D) Wear Items

Items that wear down with normal use are not covered under the warranty. These items include and are not limited to: chains, rims, spokes, brake pads, tubes, tires, rotors, grips, and seats. Maintaining and replacing these parts is the responsibility of the bike owner.

3. Claims

All claims to this warranty must be made through Cyrusher. Proof of purchase will be required with any warranty request. Before making a warranty claim, we suggest that you contact our customer service team as there may be a simple fix for your problem. Valid warranty claims will be processed through Cyrusher within one year of initial purchase. Warranty claims may be submitted via a support ticket on our support page.

A) Shipping Damage Claims

IMMEDIATELY inspect your product(s) for damage. Shipping damage claims are extremely time-sensitive. We will not accept shipping damage claims later than 14 days from receiving the product. Take notice of any damage to your product(s) on the Bill of Lading before you and the driver sign-off on the shipment. Take pictures of any damage that is found, and date the images when possible. Keep all packaging and paperwork until the inspection process is complete. Report damage claims within 14 days of delivery to Cyrusher via a support ticket on our support page.

B) Credit Card Chargebacks

If for any reason a credit card chargeback of any amount is issued on an order and the customer is still in possession of the product(s) within said order, the warranty will be paused until the chargeback is resolved.

4. Part Exchanges

In situations where a replacement part needs to be sent under warranty, Cyrusher may require the faulty part to be sent back to our facility, as deemed by Cyrusher. The faulty part must arrive at the Cyrusher facility before the replacement part can be shipped. Cyrusher will provide a prepaid return label to return and exchange the faulty part, per Cyrusher authorization. If a prepaid return label is issued for a customer, it is required that the faulty part is returned in a timely manner (within 10 days), unless previously discussed with Cyrusher.

Upon receipt of the faulty/returned part, it will be inspected for shipping damages. If the part is damaged beyond part testing limitations, Cyrusher reserves the right to require payment. Failure to adhere to the terms listed in this section can result in refusal of service, voided warranties, and/or order cancellations permanently.

5. Liability Disclaimer

There are inherent risks that cannot be predicted or avoided when riding any kind of bicycle. These dangers could result in a serious accident, injury, or even death. It is the responsibility of the rider to be aware, educated, and prepared to ride in a safe manner.

Cyrusher HIGHLY recommends that all customers have their bikes examined and tested by a certified bicycle mechanic before the first ride. A full inspection of each component on the bike will help ensure that the bicycle is safe to ride. Cyrusher makes no guarantees that the brakes, shifters, motor, stem, rims, spokes, derailleur, fork, or any other component on the bike will be properly secured and adjusted upon arrival.

Before every ride, fully inspect the bike to ensure that all parts are adjusted and secured properly. 

Cyrusher is not liable for any damages or consequences resulting from improper usage, negligence, or assembly of its bikes. This includes but is not limited to personal injury, property damage, economic losses, serious accidents, or death.

6. Bike Performance Disclaimer

Listed top speeds and ranges for each bike are estimates and not guarantees of expected performance. There are many factors that affect bike performance, including but not limited to: PAS level, rider weight, cargo weight, terrain type, incline grade, pedal usage, wind conditions, temperature, and tire pressure. Under different conditions, it is possible to get ranges and top speeds that vary from our listed estimates.

7. Customer Relations

Customer satisfaction is one of our highest priorities at Cyrusher. We work extremely hard to ensure that all of our customers are satisfied with their purchases. Situations and circumstances may arise in which a mutually agreeable solution is not possible.

We understand that when contacting our customer service representatives or mechanics (via support ticket), an issue has arised and a solution is needed. We will work with you to ensure that the issue is resolved in the most timely manner. Inasmuch as we would like to help you, we do require your assistance, cooperation, and patience in trying to resolve the issue. We strive to provide a respectful and kind customer service experience, and expect the same kindness and respect in return.

Rude, vulgar, or threatening language directed at our staff or customer service representatives will not be tolerated. If this unfortunate situation is to arise, a warning will be issued. If rude, vulgar, or threatening behavior persists, Cyrusher reserves the right to refuse service, void warranties, issue refunds and/or cancel orders permanently. We sincerely hope to avoid these kinds of relations if possible.

Returns & Refunds

Returns Policy

1) E-bikes orders

• Returns are not allowed after fourteen (14) days of the delivery date.
• To be eligible for a return, the E-bike can not be defective or damaged and you must contact Cyrusher within fourteen (14) days of your receipt of the E-bike. The E-bike must have less than ten (10) miles on the odometer, be free of any wear and tear, dirt, dust, fragrance, or any other signs of use. It must also be in the same packaging and condition that you received it in and must include all items that were inside the box including:
• Battery
• Keys
• Charger
• Hardware (Pedals or tools)
• Fenders
• Seat and seat post
• Bike and all electrical components
• Rack (if applicable)

• You must receive prior authorization and a prepaid return shipping label from Cyrusher. Any warranty issues must be resolved prior to process a return. 
• Customer pays the shipping costs for both ways, these charges are deducted from the refund.
• A 15% reduction will also be charged off of the whole order.
• E-bikes that have been Registered in the Buyer's Name officially CANNOT be returned;
• Bike must be well secured with protection to prevent shipping damages (Note: The package will be reviewed upon receipt by our shipping team, and any damages due to insufficient protection or missing components listed above will result in additional charges, which will be deducted from the refund).

2) Pre-Orders/Back-Orders Cancellations

• Our backorder process is for E-bikes that have already been available but are temporarily out of stock. For all pre-orders and backorders, your credit/debit card will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship.

3) Accessories/Replacements/Parts orders

• Any purchase of accessories or receipt of a replacement part under the Limited Warranty shall be eligible for return within thirty (30) days of receipt.
• Any returned accessory or replacement part must be unused, free of any wear and tear, dirt, dust, fragrance, or any other signs of use and must be sealed and unopened in the same packaging and condition in which you received it. 
• Subject to a 25% restocking fee (this is withheld from refund);
• Customer pays the shipping cost for both ways (Original shipping cost is withheld from refund); 

4) Used items

• No returns, except in EXTREME cases of Breakage/Malfunction (As deemed by Cyrusher).

5) Non-returnable items

• All Wearable items (clothing, hats, etc)
• Batteries
• Special orders
• Sale items
• Gifted orders

6) Refunds

• Any item returned with an order that used a discount code will have the entire discount code value subtracted from the refund value, whether you return one ebike or multiple ebikes.
• Refunds will be made after the Ebike is received and inspected.
• Shipping damages are deducted from the refund, if applicable.
• Shipping costs both ways will also be deducted from the refund.

7) Damaged Items

If the Product arrived damaged, please send any pictures or videos to the customer support immediately (Any delay Damaged Products Report over 3 days after delivery may increase the rejection rate from carriers). Once it is confirmed by Cyrusher, we will accept returns for a full refund only in accordance with the Return Procedures below.

Your sole and exclusive remedy is that (a) we will issue a refund to your credit card, affirm, or PayPal account in the amount charged for the Damaged Product (if your credit card, affirm or PayPal account has already been charged for the Product) or (b) we will not charge your credit card or PayPal account for the Damaged Product. 

Return Procedures

All returns must be made within 14 days after the Product Delivery Date.

1) Before a return label is sent, the customer must have Return Merchandise Authorization (RMA) from Cyrusher. If a customer returns the bike without the written consent of Cyrusher, any (partial or full) refund will not be issued and the customer will have to pay the shipping to get the item returned, or, sacrifice the item.

2) To get your return approved by us, please contact us at customer support via a support ticket to begin the return process.

3) The purchaser carries full responsibility for the return shipment, such as possible shipping damages and lost shipments.

• Please send us images and documents for the ebike(s) conditions and packaging prior to returning any item.
• We recommend sufficiently insuring any return shipment for loss or damages.
• If you are shipping an item over $100, you should consider using a trackable shipping service. We don’t guarantee that we will receive your returned item within the time frame confirmed by the carrier.

4) Any refund process, please refer to our refund policy.

5) Once the return has arrived at our warehouse, it will be inspected by our mechanics. Extra charges and fees may apply if parts or pieces of the bike are found to be damaged or missing. We recommend packaging the bike properly to help avoid shipping damages.