Warranty

Warranty

Clear coverage, a straightforward claim process, and practical support when a verified product issue occurs.

2 yearsLimited product warranty
1 yearLimited battery warranty
Order dateCoverage begins when you order
Original purchaserCoverage is non-transferable

01What the warranty covers

This limited warranty applies to products purchased directly from moojay.com and covers verified manufacturing or material defects during normal, intended use.

Covered

  • Product: verified defects in materials or workmanship for two years from the order date.
  • Battery: verified manufacturing or material defects for one year from the order date.
  • Normal intended use: the product has been assembled, operated, maintained, and stored according to the supplied instructions.
  • Eligible owner: the claim is submitted by the original purchaser with a valid MOOJAY order number.

Not covered

  • Wear items: tires, inner tubes, brake pads, brake discs, chains, belts, sprockets, grips, cables, and other consumable components.
  • Normal wear, cosmetic marks, or appearance changes that do not affect normal function.
  • Collision, falls, accidents, misuse, improper operation, or neglect.
  • Improper assembly, maintenance, charging, or storage.
  • Liquid ingress or use in conditions not permitted by the product instructions.
  • Damage caused by unauthorized modification, disassembly, or repair.
  • Incompatible batteries, chargers, parts, or accessories.
  • Commercial, rental, or competition use, or a removed, damaged, or unreadable serial number.

02How to make a warranty claim

Contact support before returning, opening, modifying, or attempting to repair the product.

1

Contact support

Email xgyssp1@moojay.com or use the Contact Us page to start your claim.

2

Share the details

Provide your order number, product model, a clear issue description, and when the problem first appeared.

3

Add visual evidence

Include clear photos or videos and complete any basic checks requested by customer support.

4

Receive next steps

We review the information and confirm the appropriate troubleshooting or warranty resolution.

03

How approved claims are resolved

The resolution depends on the verified issue, product condition, parts availability, and applicable legal requirements.

Guided troubleshooting

Support may first guide you through practical checks to identify the cause.

Replacement parts

By default, support provides the approved part and a guidance video for customer installation.

Product replacement

A replacement product may be offered when appropriate after the issue is reviewed.

Other appropriate remedy

Other solutions may apply when required by law or appropriate to the verified circumstances.

04 Warranty-related costs

For an approved warranty claim, MOOJAY may provide replacement parts, a return label, or reimburse all or part of approved reasonable warranty-related shipping costs, depending on the verified issue and circumstances.

Costs incurred without prior written approval—including parts, shipping, disassembly, or other services—are not guaranteed to be reimbursed. If the issue is not covered, support will explain any applicable parts or shipping costs before proceeding.

05 Eligibility and statutory rights

This limited warranty is available only to the original purchaser and is non-transferable. Replacement parts or products continue under the remaining warranty period of the original order.

Products purchased through a third-party marketplace, retailer, or dealer should be handled through the original purchase channel and its applicable support process.

This limited warranty is in addition to, and does not limit, any statutory consumer rights that may apply.

06Frequently asked questions

When does the warranty period begin?

The limited warranty begins on the original order date. Product coverage lasts two years and battery coverage lasts one year.

Are tires, brakes, and other wear items covered?

No. Tires, inner tubes, brake pads, brake discs, chains, belts, sprockets, grips, cables, and other consumable or naturally wearing components are excluded from this limited warranty.

What information do I need for a claim?

Provide your order number, product model, a clear description of the issue and when it first appeared, clear photos or videos, and the results of any basic checks requested by support.

Can I install a replacement part myself?

Yes. The default resolution for an approved replacement part is customer installation using the guidance video provided by customer support.

How long is a replacement part or product covered?

Any replacement part or product continues under the remaining warranty period of the original order.

Who pays warranty-related shipping costs?

For an approved claim, MOOJAY may provide a return label or reimburse all or part of approved reasonable warranty-related shipping costs depending on the verified issue. Costs incurred without prior written approval are not guaranteed to be reimbursed.

What if I purchased through another seller?

Please contact the marketplace, retailer, or dealer where you purchased the product and follow that seller’s applicable warranty support process.

Need warranty support?

Contact us before returning or opening the product. Include your order number, product model, issue details, and clear photos or videos.

Email SupportSend a Message