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VORO Warranty Policy

VOROMOTORS LIMITED WARRANTY POLICY  

I. GENERAL TERMS. At VoroMotors (“VORO”), we offer standard limited warranties for our products in addition to offering in-store service and self-guided maintenance options, so we can take care of you and your electric scooters.  

By purchasing a product through VORO and/or its dealers, you are confirming that you have read and understood this limited warranty policy and understand your responsibilities to maintain the electric scooter.  

II. WARRANTY PERIOD. All new EMOVE, Kaabo, and Dualtron electric scooters purchased through VORO and its dealers come with a standard one (1) year limited warranty.  

All refurbished electric scooters come with a standard six (6) month limited warranty unless otherwise stated on the product page.  

If you prefer a longer warranty period, you can purchase an extended warranty policy to increase your term for 1, 2, or 3 additional years.  

We limit the duration and remedies of all implied warranties, including without limitation the warranties of merchantability and fitness for a particular purpose to the duration of this express limited warranty as stated above.  

Some states do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you.  

III. RIGHT TO AMEND WARRANTY POLICY. VORO reserves the right to adjust, amend, and update this warranty policy at any given time without prior notice. The current revision of the Limited Warranty Policy is effective December 1, 2021.  

IV. RIGHTS UNDER STATE LAW. This limited warranty gives you specific legal rights and you may also have other rights, which vary from state to state.  

V. WARRANTY AVAILABLE ONLINE. The limited warranty can also be found online atwww.voromotors.com/pages/warranty and in the documentation we provide with the product.  

VI. WEIGHT ALLOWANCES. We warrant that the VORO products are to be used expressly as electric scooters supporting the following maximum weights:

Scooter Make Scooter Model Max Load

EMOVE

Cruiser

352 lbs

EMOVE

RoadRunner

330 lbs

EMOVE

Roadster

TBD

EMOVE

Touring

308 lbs

Kaabo

Mantis Pro SE

330 lbs

Kaabo

Wolf King

330 lbs

Kaabo

Wolf King GT

330 lbs

Kaabo

Wolf Warrior 11

330 lbs

Kaabo

Wolf Warrior GT

330 lbs

Kaabo

Wolf X Pro

265 lbs

Dualtron

Eagle Pro

265 lbs

Dualtron

Mini

220 lbs

Dualtron

Storm

330 lbs

Dualtron

Storm Limited

330 lbs

Dualtron

Thunder

265 lbs

Dualtron

Thunder 2

265 lbs

Dualtron

Ultra 2

330 lbs

Dualtron

Victor

265 lbs

Dualtron

X2

330 lbs

Fiido

Fiido

330 lbs

Orca

Mark 1

260 lbs

VORO products cannot be used to support weight tolerances above those listed above. Our limited warranty will be void if the VORO product is subjected to conditions outside of the weight tolerance as a part of improper use.  

VII. WHAT THIS WARRANTY COVERS. We warrant that during the warranty period, the product will be free from defects in materials and workmanship starting from the time of purchase.This limited warranty is based under the specific conditions that our products are used as directed in its instructions. This coverage includes replacement or repair of the following original manufacturer parts (OEM) with restrictions:  

    • Motor(s);  
    • Battery;  
    • Controller;  
    • Voltmeter;  
    • LCD display, only at initial receiving of the VORO product; or  
    • Throttle.  

You may only make a warranty claim for individual parts once during the coverage period. For example, VORO will replace the motor under warranty the first time failure occurs, but subsequent motor replacements within the warranty period are at the cost of the customer.

Additionally, all electric scooters have recommended use and max load restrictions, with estimated performance using an average rider of 150 lbs. Although most scooters can carry 220 lbs or more, taller, heavier riders will experience limited performance ability and can tax the scooter's system. If VORO discovers that components of the electric scooter are repeatedly failing because it is overloaded, VORO reserves the right to refuse subsequent claims for the same components.

VIII. WHAT THIS WARRANTY DOES NOT COVER.Both our 1 year limited warranty and 6 month limited warranty do NOT provide coverage for replacement or repair of the following:  

    • Frame, lights, and button consoles  
    • Screws, nuts, bolts, safety pins, and other similar small components  
    • Products that are used as rental units, for commercial use, or in competition
    • Damage or failure due to:
      • Aging, normal use, wear and tear, or use of improper cleaning solvents or chemicals;
      • Overexposure to water, heat or cold (e.g., left outdoors);  
      • Improper use and damage from accidents;
      • Negligence;
      • Improper storage,
      • Improper care during shipping.  
    • Damage or repair of any third-party accessories or parts.  

Proper maintenance, use and storage are essential when owning an electric scooter. For example, if the scooter is left in storage and the battery drains completely, it may degrade so badly that it can no longer hold charge. If the scooter is not properly maintained or stored causing components to fail, that is not covered by the warranty.

Additionally, the following actions will void the warranty:  

    • Unapproved modifications to the product*  
    • Weather-related damage (water, heat/sun exposure)  
    • Incorrect use, incorrect repairs or diagnosis made by the customer or a non-VORO technician or any other third party.  

*Electric scooter modifications include hardware and software changes to the product outside the spectrum of basic maintenance and can be done by professional technicians or individual owners. Modifications completed by VoroMotors do not void the warranty. Modifications completed by the owner (DIY) with or without guidance from VoroMotors void the warranty.

Please note that the warranty does not cover labor costs, shipping costs or reimbursement for inconvenience during repair or incidental damage of other property related to repairs unless otherwise discussed in this warranty policy.  

IX. UPGRADES.The warranty does not cover upgrades to parts during repair (for example, if the original motor is 600W and you want to upgrade to 1000W, it would not be covered under warranty and would be an additional charge).  

X. RESPONSIBILITY FOR DEFECTIVE GOODS. OUR RESPONSIBILITY FOR DEFECTIVE GOODS IS LIMITED TO REPAIR OR REPLACEMENT OR REFUND AS DESCRIBED BELOW.  

XI. WHO MAY USE THIS WARRANTY?VORO is located at 14350 Arminta Street, Panorama City, CA 91402 and VORO ("we") extend this limited warranty only to the consumer who originally purchased the product ("you"). It does not extend to any subsequent owner or other transferee of the product.

XII. WHAT ARE YOUR REMEDIES UNDER THIS WARRANTY?With respect to any defective product during the Warranty Period, we will, in our sole discretion either: (a) repair or replace such product (or the defective part) free of charge or (b) refund the purchase price of such product.  

XIII. WARRANTY CLAIM RESTRICTIONS.Both our 1 year limited warranty and 6 month limited warranty on new and refurbished units respectively include the following restrictions, which limit and/or void your ability to make a claim:  

    1. The warranty becomes active on the date of purchase of the product. If you purchased a VORO product with a 1 year limited warranty on January 15, 2021, it will be valid until January 15, 2022.  
    2. The warranty is non-transferable and non-renewable. If you acquire a VORO product from a private seller, the warranty does not transfer to you. If you are a private owner of a VORO product and sell it to someone else within your warranty period, your warranty is void.
    3. The warranty is void if the VORO product has been subjected to improper use including but not limited to subjecting the VORO product above the maximum weight tolerance for the product purchased and any of the issues listed in Section VII of this warranty.  

VORO reserves the right to determine eligibility of products for warranty claim. Claims for manufacturing defects of parts will be solely determined by VORO’s professional technicians. Claims may be denied if damages reported are not manufacturing defects but due to misuse and/or improper care.  

VORO reserves the rights to deny or void any new or existing warranty claims if VORO has provided 5 or more complimentary replacement parts/repairs and has provided reasonable care to the customer throughout the warranty coverage period.

XIV. HOW DO YOU OBTAIN WARRANTY SERVICE?  

VORO provides repair for products given they qualify for service:  

    1. To receive service under warranty, the product must be purchased directly from the VORO website (www.voromotors.com). You must have a valid sales receipt. If you purchased the product from one of our dealers, your warranty is registered with them, and you should make warranty claims directly.  
    2. The product cannot have been used for rental, commercial, or competition purposes.  
    3. Warranty claims made by customers in the continental United States within 30 days of delivery are eligible for replacement parts, cost of labor for repairs, and outbound shipping at no additional charge.
    4. Warranty claims made by customers in the continental United States after 30 days of delivery are eligible for replacement parts at no additional charge, but customers are responsible for the cost of labor for repairs and any outbound and inbound shipping fees.  
    5. Warranty claims made by international customers and customers in Alaska and Hawaii within 30 days of delivery are eligible for replacement parts and cost of labor for repairs at no additional charge, but are responsible for any outbound and inbound shipping fees.
    6. Warranty claims made by international customers and customers in Alaska and Hawaii after 30 days of delivery are eligible for replacement parts at no additional charge, but are responsible for the cost of labor for repairs and any outbound and inbound shipping fees.  
    7. If a chargeback is initiated on any purchase, VORO reserves the rights to deny or void any new or existing warranty.  
    8. The product must be within warranty period and ridden less than 10,000 miles to qualify for a warranty service claim.

XV. WARRANTY CLAIMS PROCESS.  Visit the claims page. Attach relevant videos, images and order information. It is important to be as detailed as possible. Failure to provide any supporting documentation as requested may lead to a denied warranty claim.  

Within 1-3 business days, you will receive instructions and/or follow-up questions for warranty claims. Depending on the repair, you may be able to complete the service yourself with technical guidance or will be instructed to ship the scooter to VORO for professional repair.  

XVI. REPAIR PROCESS.We want your downtime to be as short as possible, so we offer two options when you make a warranty claim: parts replacement (DIY) or repair service (professional).

Parts Replacement  

VORO will ship necessary replacement parts and components to you and provide guided assistance through written tutorials, videos, email, and phone/video calls. If the claim is made within 30 days of purchase, all costs are absorbed by VORO (including shipping parts from us to you (outbound) or of the scooter from you to us (inbound)). If the claim is made after 30 days of purchase, shipping costs are transferred to the customer.  

Repair Service (at VORO)

For customers in the continental United States, if your warranty claim is deemed valid but you do not feel equipped to make the repairs yourself within the first 30 days of purchase, VORO can arrange repair service and will cover inbound/outbound shipping, labor cost and parts. You are responsible for any incurred cost due to taxes, unforeseen part replacements and/or other third party costs. If you are near either of our VORO locations (Los Angeles, CA or New York City, NY), you can bring the product in during operating hours for service to avoid shipping charges. If you arrange repair service after the first 30 days of purchase, VORO will cover cost of parts but you are responsible for cost of labor, inbound/outbound shipping, any incurred cost due to taxes, unforeseen part replacements and/or other third party costs.

For international customers and customers in Alaska and Hawaii,if your warranty claim is deemed valid but you do not feel equipped to make the repairs yourself within the first 30 days of purchase, VORO can arrange repair service and will cover the cost of parts and labor. You are responsible for inbound/outbound shipping, any incurred cost due to taxes, unforeseen part replacements and/or other third party costs. If you arrange repair service after the first 30 days of purchase, VORO will cover cost of parts but you are responsible for cost of labor, inbound/outbound shipping, any incurred cost due to taxes, unforeseen part replacements and/or other third party costs.

XVII. PURCHASER’S RESPONSIBILITY.As the device’s owner, you are responsible for the performance and maintenance of your device. You may be denied a warranty claim if routine maintenance cannot be determined. In particular, you may be denied warranty coverage if your device or a component part has failed due to abuse, neglect, improper maintenance, or unapproved modifications. Routine maintenance includes but is not limited to checking and replacing brake pads, brake rotors, tires, inner tubes (when applicable), tightening and/or replacing screws, proper charging and storage, and so on. Some of these component parts should be routinely checked and replaced based on the owner's usage and are not constructed or intended to last the lifetime of the device.  

XVIII. LIMITATION OF LIABILITY

THE REMEDIES DESCRIBED ABOVE ARE YOUR SOLE AND EXCLUSIVE REMEDIES AND OUR ENTIRE LIABILITY FOR ANY BREACH OF THIS LIMITED WARRANTY. OUR LIABILITY SHALL UNDER NO CIRCUMSTANCES EXCEED THE ACTUAL AMOUNT PAID BY YOU FOR THE DEFECTIVE PRODUCT, NOR SHALL WE UNDER ANY CIRCUMSTANCES BE LIABLE FOR ANY CONSEQUENTIAL, INCIDENTAL, SPECIAL OR PUNITIVE DAMAGES OR LOSSES, WHETHER DIRECT OR INDIRECT.  

SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU. PLEASE CONSULT WITH VORO SHOULD YOU REQUIRE ADDITIONAL INFORMATION.  


3 EASY STEPS TO CLAIM YOUR WARRANTY

Step 1: Visit the  claims 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.

OWNER’S WARRANTY RESPONSIBILITIES

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

Q: The scooters have water resistance ratings, so why does the warranty not cover water damage?

A: Our products are built durably, but misuse, improper care and sometimes accidents (like getting caught in an unexpected rainstorm) can cause water damage. Water resistance ratings provide a general standard for how well an electronic device is built to withstand water (and debris) under different conditions. Very few electronic products can withstand submersion in water for any period of time.

It's important that if you should get your device wet, you do your best to dry it out and check for any water damage to prevent voiding the warranty. Some components can purge the water or will dry out easily, whileother components, like the horn speaker for the Cruiser, does not have a purging function.

All electronic companies limit their warranty against water damage, even on products with water resistance ratings, as it can be so catastrophic to the behavior and performance of the device.

Q: Why is your warranty limited to 6 months or 1 year? 

A:We provide limited warranty periods as all electronic products have a limited lifespan. Althought 6 to 12 months may sound like a short term, it is actually a long one compared to the industry standard. Many lower tier mass market electric scooters, like GOTRAX, come with 90-day warranties. Unfortunately, those companies are often impossible to reach in order to make a warranty claim.

At VORO, we are here to fully support you through ownership, primarily within the first 6 months to 1 year as you are getting acquainted with your device. When you message, call, or email, there are real people answering your questions. Our team is dedicated and knowledgable, and has a proven record of excellence in customer support.

When it comes to the warranty term, consider how often you upgrade your other electronic devices, like your smartphone. After a few years, the technology and materials improve so quickly that retiring your current device is a sound choice. Our electric scooters (electronic devices) are used outdoors where they are exposed to the elements, and subjected to possible damage from the owner, accidents with objects or others, and so on, and generally have a limited lifespan. With proper care and maintenance and often technical know-how, however, owners can significantly elongate their device's lifespan.

Q: Can I buy extended warranty?

A: We offer extended product protection with a third party partner, Extend. With this service, you can purchase 1, 2 or 3 years of product protection that continues following your VORO warranty. For example, if you purchase a refurbished EMOVE Cruiser with a 6 month warranty, you could add 1 year product protection from Extend for a total 18-month term. The longest term that we offer is 4 years (1 year VORO limited warranty + 3 years product protection from Extend). Please note that Extend product protection is only available to customers in the continental U.S. and District of Columbia.

Learn more about Extend: https://www.voromotors.com/pages/extend-warranty

Q: Why should I choose Extend product protection?

A: A warranty exists to protect your investment in the device, and allow you to better maintain it long-term. Although you may never need to make a claim, it's there for you should something go wrong. Think of purchasing additional product protection for an electric scooter as you would insuring your car; you insure it for as long as you're driving it, not just the first year or so.

Our Extend product protection plans are very comprehensive, and can even result in getting a new, replacement electric scooter with a verified claim. VORO covers your electric scooter for the first 6 to 12 months and you would work with us to make a warranty claim.

When you purchase your scooter, you can select a plan from Extend to increase that to up to 4 years total. We will also invite you to add Extend product protection to your purchase twice by email (after 2 weeks and around 9 months), so you don't miss the opportunity. If you do add Extend to your purchase, it will become active once your warranty with VORO ends (after 6 to 12 months).

Where VORO's warranty ends, Extend begins. If you need to make a claim after your warranty with VORO ends, you would do so with Extend, and we would work together to get you what you need - even a brand new scooter.

For example, in his 15th month of ownership, a VORO customer who had purchased Extend product protection noticed that his LCD throttle was malfunctioning.Instead of replacing the LCD alone, 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 topped up a little to upgrade to a higher tier scooter than the one he'd owned. This is one example of how Extend can be an excellent investment.

We highly recommend all of our customers purchase Extend product protection before the standard 6 month/1 year warranty ends with us.

Learn more about Extend: https://www.voromotors.com/pages/extend-warranty

Q: Does warranty cover lost screws? Since screws are a part of the scooter?

A: No, we do not.

Although screws are a part of the scooter, we cannot cover screws under warranty. We provide a multi-purpose tool kit with all electric scooters, as they require regular maintenance by the owner and the kit provides the appropriately sized tools for this job.

Electric scooters, like all other forms of transportation, require maintenance. It is the owner's responsibility to tighten the bolts and nuts from time to time and replace as necessary. We also have created screw guides, so you know what your scooter needs and can purchase replacement screws from us, aswe stock the screws of every single size (and alternatively you can use the guides to purchase them from a third party should you want to shop for other pricing).

Q: I am buying from your website internationally. Does the warranty still apply?

A: Yes, the warranty does apply to international customers with some restrictions.

Keep in mind that if you buy from a verified dealer, you should work with them for your warranty claim.

International customers will be responsible for the cost of inbound and outbound shipping throughout ownership and during any maintenance or warranty claims with VORO.

They are also responsible for the cost of labor for repairs after the first 30 days of purchase, which is standard for all of our customers.

What if the part I require is out of stock at the moment?

A: We do our best to maintain stock so this doesn't happen, but it definitely does happen. Unfortunately, there may be limited ways for us to address the problem, as OEM parts are often required.

We always do our best to meet the expectations for repairs and warranty claims that we've set, but please understand that there might be a waiting time, typically 2-4 weeks while we acquire some parts and that period of time is out of our control. Please note that we are unable to offer any form of compensation in these situations, and have to wait until the part is available to fulfill your request.

We may also suggest alternative third parties where you can procure the necessary part when possible. Please note that should you purchase a part from a third party that we intended to provide, no reimbursements will be offered.

I left my scooter in the garage and now it won't turn on or charge. Isn't the battery covered by the warranty?

If you are negligent with the scooter and do not maintain the battery, our warranty does not cover replacement or repair.

Along with how frequently the battery is charged, temperature and the amount of charge maintained affect its longevity.

If you put an electric scooter in storage with an empty battery for even a month in extreme temperatures either hot (30 °C/ 86 °F) or freezing cold (0 °C/32 °F), it can kill the battery.

To maintain the battery when not riding the scooter frequently, keep it charged around 40% and store it in an enclosed, cool and dry location.

Keep in mind that a battery’s life is measured by the number of charge/discharge cycles not the number of years it is in use.

Li-ion batteries can withstand 300 to 500 cycles before the battery’s capacity starts to degrade.

I weigh 280 lbs, am 6' tall and need to ride uphill, so I got an EMOVE Cruiser. The controller has gone out for the second time after overheating! Shouldn't it be covered by warranty?

No, the warranty covers replacement of specific components for the first claim but subsequent claims for the same components are at the cost of the customer.

All electric scooters have a recommended max load. Although they can accommodate the rated weight, the claimed, estimated performance is based on an average rider of around 150 lbs (5'7" tall).

Single-motor scooters are strong, but limited by getting forward power from only one wheel. When carrying a load heavier than our test rider, e-scooters often do not perform as estimated when it comes to top speed, range or hill climbing angle.

We recommend riders of single-motor scooters weigh no more than ~180 lbs to properly accommodate the load.

If VORO determines that repeated failure is due to the rider's size, we reserve the right to refuse warranty claims.

SUMMARY

6 Months - 1 Year Coverage

  • Motor
  • Battery
  • Controller
  • Voltmeter
  • LCD display

VORO does not cover shipping fees, labor fees and some parts fees under certain circumstances as outlined in this policy.

Year 2-4 Coverage

Optional: Extend Warranty Coverage

If you did not purchase Extend product protection when you checked out, you will still be offered via email to make a purchase within 9 months of your purchase.

Extend works strictly with your scooter purchase date and cannot be purchased once your 6 month/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 third party vendor, we are unable to fully control how they 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.