Warranty Policy

Warranty Overview

1. To minimise waiting time, we generally provide replacement parts instead of repairing individual components.
2. Damage caused during transportation must be reported to ONECNA within 14 days of delivery. This requirement applies to electric scooters and separately purchased accessories.
3. Products purchased from the ONECNA official website, authorised offline stores, or authorised online retailers are eligible for warranty service under the applicable purchase channel.
4. Components that meet the warranty conditions stated on this page will be covered according to the applicable warranty period.
5. Components not covered by the warranty may still be available for paid replacement. For pricing and availability, please contact support@onecnascooter.com .
6. Additional expenses arising from a product issue—including alternative transportation, fuel, carpooling, loss of use, or other incidental costs—are not covered.
7. Warranty replacement parts will be shipped via UPS, FedEx, USPS, DHL, or another appropriate carrier, depending on the destination and package size. Expedited shipping is not available for warranty replacement parts.

Lifetime Technical Support

1. Our technical support team will provide troubleshooting assistance and recommend appropriate solutions based on the information provided.
2. A support representative will assist you throughout the troubleshooting and warranty claim process.
3. Technical support remains available after the warranty period expires. However, customers are responsible for the cost of replacement parts and related services after the applicable warranty period.
4. ONECNA may request additional documentation, including photographs, videos, order information, serial numbers, or troubleshooting results, to diagnose the issue and process a warranty claim.
5. Most approved warranty replacement-part requests are processed within 1–10 business days after all required evidence has been received and verified. Replacement parts will not be shipped until the claim has been reviewed and approved.

What Qualifies for Warranty?

All of the following conditions must be met:

1. The product was purchased from the ONECNA official website or an authorised ONECNA retailer. Products purchased second-hand or from unauthorised sellers are not covered.
2. The affected product or component is within the applicable warranty period shown in the table below.
3. The issue is caused by a defect in materials or workmanship and is not the result of normal wear, misuse, accidental damage, improper maintenance, or unauthorised modification.
4. The customer can provide valid proof of purchase, including the order number, purchase date, product model, and purchasing channel.
5. The customer provides the photographs, videos, serial numbers, and other documentation requested by ONECNA.

What Situations Are Not Covered by Warranty?

1. Free accessories and promotional gifts: Free or promotional items—including but not limited to seats, storage bags, phone holders, locks, tools, and keychains—are not covered unless otherwise required by applicable law.
2. Normal wear, deterioration, or failure of consumable and wear-and-tear parts, including:
   • Tyres and inner tubes
   • Brake pads
   • Brake discs worn through normal use
   • Brake cables and cable housings
   • Handlebar grips
   • Deck grip tape
   • Plastic covers and decorative trim
   • Other consumable or wear-and-tear components
3. Cosmetic damage that does not affect normal operation, including minor scratches, paint wear, discolouration, dents, surface rust, or normal ageing.
4. Cables, connectors, or accessories that have been cut, crushed, scratched, incorrectly connected, or otherwise damaged by external forces.
5. Damage caused by improper use, maintenance, storage, installation, adjustment, or assembly.
6. Damage caused by unauthorised disassembly, repair, modification, or installation of non-approved components.
7. Damage caused by collisions, crashes, falls, misuse, abuse, overloading, stunts, jumps, or other accidents.
8. Damage caused by water ingress, flooding, submersion, storms, fire, extreme weather, chemicals, salt, sand, mud, or other external environmental conditions beyond the product's rated protection level.
9. Labour charges, diagnostic fees, or repair costs incurred through an unauthorised repair shop or third party without prior written approval from ONECNA.
10. Products with removed, altered, damaged, or unreadable serial numbers or identification labels.

What Events or Activities May Void the Warranty?

1. Exceeding the maximum rider weight, load capacity, speed configuration, incline rating, or other operating limits specified for the applicable model.
2. Operating, charging, or storing the scooter or battery outside the temperature range specified in the applicable user manual.
3. Exposing the electric scooter to flooding, submersion, severe storms, hail, fire, or other extreme environmental conditions.
4. Riding through water deeper than permitted by the product's water-resistance rating or using high-pressure water to clean the scooter.
5. Modifying the controller, battery, motor, wiring, firmware, speed settings, or other electronic systems without written authorisation from ONECNA.
6. Using an incompatible, modified, or unauthorised charger, battery, controller, motor, or replacement part.
7. Failure to charge, store, inspect, or maintain the battery according to the applicable user manual.

Warranty Duration by Component

How Do I Claim My Warranty?

Questions About Your Warranty?

If you have any questions about this warranty policy, please contact ONECNA Customer Support at support@onecnascooter.com .