Warranty & Support
Warranty support starts with Evolve
Evolve Bikes is your point of contact for all warranty claims. All claims must be submitted to Evolve so we can assess and manage the claim with you from start to finish.
Where specialist technical assessment is required, Evolve may consult the bicycle manufacturer, supplier or relevant component manufacturer. Their engineering and technical expertise may form part of our assessment, but Evolve will continue to communicate with you and manage the claim.
How to make a claim
Use our dedicated Submit a Warranty Claim form with your order or purchase details, current odometer reading, frame or serial number, a clear description of the issue, and relevant photos or video. Where available, include error codes and details of when and how the issue occurs.
We may reasonably require further diagnostic information, maintenance information, photographs, video, inspection of the bicycle or affected component, or return of a component or product before confirming the cause and appropriate remedy. Please do not continue riding if you believe the issue could affect safety.
How a reported fault is assessed
A reported problem does not automatically establish a manufacturing defect. E-bikes contain mechanical and electrical systems whose condition can be affected by use, terrain, impacts, loading, water exposure, modifications, maintenance and normal wear.
Assessment may consider whether the issue is consistent with a manufacturing or component defect or whether it was caused or contributed to by accident or impact damage, misuse, use outside the bicycle's stated specifications or intended use, excessive loading, inappropriate water or mud exposure, corrosion, unauthorised modification or derestriction, incorrect assembly or repair, inadequate maintenance, normal wear and tear, or another external cause.
Distance travelled does not by itself establish or exclude a warranty claim. Each claim is assessed on its circumstances.
Maintenance and owner responsibility
An e-bike is a bicycle with mechanical and electrical components and requires regular inspection and maintenance. Riders are responsible for reasonable pre-ride checks and ongoing maintenance, including tyres, brakes, wheels, fasteners, drivetrain and other safety-critical components, and for keeping the bike appropriately clean and serviced for the conditions in which it is used.
Damage caused by a failure to maintain the bike, misuse or use outside its stated specifications is not treated as a manufacturing defect to the extent that the conduct caused or contributed to the problem.
Wear, damage and external causes
Normal wear items and adjustments are not automatically faults. Examples can include tyres, tubes, brake pads, chains, cassettes, grips and routine adjustments. Accident damage, impacts, jumping beyond the model's intended use, overloading, inappropriate water exposure, corrosion and unauthorised electrical or mechanical modifications may also fall outside warranty where they caused or contributed to the issue.
What happens after assessment
Where a product does not meet an applicable consumer guarantee, the remedy will depend on the circumstances and your rights under the Australian Consumer Law. Depending on the issue, this may involve troubleshooting, repair, replacement of an affected component, replacement of the bicycle, or a refund where required by law.
Australian Consumer Law
Our warranty and support processes operate in addition to your rights under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified.