Latest Update: 1st July 2021
Update Notes:
All EMOVE Scooters, Kaabo Scooters & Dualtron Scooterscomes with a 1 year standard warranty policy.
All other VORO products (scooters only) inclusive of Refurbished Scooterscomes with a 6 months standard warranty policy unless stated otherwise on the respective product pages.
Items on sale or any discounted products with "Warehouse Clearance/Sale/Discount" stated anywhere on the respective product page itself is NOT covered under this standard warranty. It is also declared on the respective product pages if the product is not covered under this warranty.
If you are unclear, please do not hesitate to contact us for clarification before purchase.
VOROMOTORS reserves the rights to adjust, amend, edit, update this warranty policy at any given time without prior notice.
Our warranty policy is written clearly, describing what is covered and what is not covered. No fine lines or vague terms. Anything and everything written on this page will be taken as part of the warranty policy. Please feel free to reach out to us directly if you have any questions regarding the warranty policy.
By making a purchase on any page of VOROMOTORS' website, www.voromotors.com, you will be required to consent that you have read through this warranty policy and it is your responsibility to do so at any time and to ask us any questions before making your purchase.
TO QUALIFY FOR WARRANTY SERVICE:
Our warranty coverage includes mainly 2 functions:
1. Parts Replacement
In order to get your scooter up and running again in the shortest time possible, after approval of your warranty claim, VORO Motors will ship out necessary replacement part components to you as well as provide guided assistance in the form of tutorials, videos, images, worded documents and phone/video calls. Shipping fees may or may not be included, depending on the situation.
2. Repair Services
Upon an approved warranty claim, in the event that you do not know how or do not have the time to conduct repairs on the product, VORO Motors may arrange repair services for you at no additional charges. However, the customer is responsible for any incurred cost due to shipping, taxes, uncovered part replacements and/or other 3rd party costs. The customer can choose to deliver the product the repair facility by themselves if they choose to do so to avoid any incurred shipping fees.
3 EASY STEPS TO CLAIM YOUR WARRANTY
Step 1: Visit theclaims page here.
Step 2: Attached relevant videos, images and order information. It is important to be as detailed as possible. Videos/Images are MANDATORY when requested. Failure to provide any requested supporting documentation may lead to a denied warranty claim.
Step 3: Receive instructions or follow up questions for warranty claims within 1-3 business days.
As the device’s owner, you are responsible for the performance of the required maintenance. You may be denied a warranty claim solely because of your failure to ensure the performance of all scheduled maintenance.
As the owner, you should be aware that you may be denied your warranty coverage if your device or a part has failed due to abuse, neglect, improper maintenance, or unapproved modifications. For any issue regarding your VORO product, email support@voromotors.com.
Frequently Asked Questions
A: Although there has not been an actual reported case of any scooters getting water damages (We mean serious damage, not the type where the water gets in the horn speaker) - Just like a phone, it is going to sound weird for the first day if you swam with it without purging water ingress.
Unfortunately, certain components, like horn speaker for the Cruiser does not have a purging function.
All electronic companies, even Apple (top few customer centric companies in the world), do not cover water damages from their water resistant products. They put it in their fine-print, while we put it upfront for you to be equipped with this knowledge.
A: We do not offer an extensive warranty period just to make a sale. We are in the business of outdoor products, where you ride your scooter on the road, through dirt, debris and objects. We learn from companies like Boosted, where they have a more extensive warranty and return policy - which unfortunately resulted in them shutting down this year. We also do not set our retail prices at a crazy price point. If you are versed in the specifications that we are offering, you know for a fact that what we offer is a good deal.
When you message, call, or email us, we have real people working behind the scenes answering your questions. Most importantly, we honor our warranty policy.
There are plenty of reviews out there that prove our support for you, even after your 2 Years/6 months warranty period. If you need certain parts, we have them available. This team has stood the test of time - We are here for the long run.
A: Extended warranty can be purchased through our 3rd party provider - Extend, for up to 3 additional years.
If you have purchased the extended warranty, you will have a longer coverage period based on the protection plan that you purchased and claimable via Extend after the 2nd year or 6 months warranty provided by us (EMOVE, Kaabo & Dualtron models - 1 year, for others & refurbished - 6 months).
Here is a link that might help you understand better about Extend: https://www.voromotors.com/pages/extend-warranty
A: While Extend protection plan is completely optional and not mandatory, it is good to have for just in case situations.
For example, we have had a customer on his 15th month of usage and his LCD throttle malfunction. He was under the 1 year standard warranty coverage, which has recently ended on the 12th month.
Instead of replacing the LCD, he reported the issue to Extend and received a credit for the full retail price of the scooter.
He used the credit on our website and top up a little more to upgrade his scooter. This is one way Extend can be helpful for the long run, since they work with an insurance provider.
We highly recommend all of our customers to get the Extend Warranty before your standard 6 month/1 year warranty ends with us.
Here is a link that might help you understand better about Extend: https://www.voromotors.com/pages/extend-warranty
A: Unfortunately not. We are firm on this.
Although screws are a part of the scooter, we specially purchase an additional multi-purpose tool kit and include it in your package. Electric scooters are like bikes in terms of maintenance. It is the rider's responsibility to tighten the usual bolts and nuts from time to time. It is not going to tighten itself!
The nuts and screws are regular screws - If we use titanium, the retail price is going to be very different. Screws from China are the same screws as the ones used here in the United States - Unless you pay a premium price for it.
However, in order to take care of all our customers, we stock the screws of every single size. You will not see it on other companies' website.
At the same time, we only ask for a little understanding. If you can find the screws nearby for a cheap price, please do so. The price of the screws on our website cannot even cover the cost of a full time employee per hour salary to locate the right size, test whether it is accurate and pack it for you safely.
We kindly ask that you avoid the thought: "Hey, why is your screw $1.50? I can find that for $1 nearby". We are humans too. If everyone starts to lose their screws and are able to call in, and get a free screw within a week, we will need to open an entire department just to locate, test, pack and ship screws. We would definitely be the largest screw supplier in the market.
A: Yes. Like many of our riders in the US, they do not purchase in our physical store. We are still able to serve them - We can still fly the parts to you at no cost. You will only need to cover the small cost of shipping.
A: Unfortunately, there are limited options for this. While we always try to stock up on spare parts, we do face issues such as storage space, costs and many others.
We will definitely try our best to acquire the necessary parts for you, but please do note that there might be a waiting time, typically 2-4 weeks while we acquire the particular part for you. Please do note that as much as we hate to wait as well, there will not be any form of "compensation" given for the wait.
We may also suggest other possible alternatives where you can procure the necessary part. But please do note that under such circumstances where you will not be able to wait for the part, no reimbursements will be provided for any purchases made to a 3rd party vendor.
Summary
Warranty coverage DOES NOT include any shipping fees or labor fees.
Optional: Extend Warranty Coverage.
If you did not purchase Extend Warranty when you checked out, you will still be offered via email (subjected to changes) to make a purchase within 6 months of your purchase.
Extend works strictly with your scooter purchase date and cannot be purchased once your 6 months/1 year warranty has ended with us. If you did not receive a special invite to make an Extend purchase, please do reach out to us before your warranty ends.
As Extend is a 3rd party vendor, we are unable to fully control how they may operate and cannot be responsible if you did not receive the unique link to purchase the extended warranty if you did not purchase it with your scooter. It is the owners' responsibility to take note of the warranty coverage end date and reach out to us before that if you do face issues with receiving the unique link so that we are able to assist you accordingly, through Extend.
