Claims Process

All claims to this warranty must be made through Teslica where a proof of purchase is required. It is encouraged to contact Teslica via [email protected] or phone (613)-627-4273, as there may be a simple fix for the issue that does not necessitate filing a claim.

1. In Store

Please book a Service Appointment under Other Services and leave a detailed description of the problem. An authorized Teslica technician will then access the validity of the claim on the day of the appointment. Valid warranty claims made within 2-years (see Warranty Requirements) from the date of pick-up will be processed through Teslica.

2. Online

Please submit photos or videos of the damaged product to [email protected]. Teslica will not replace any part without being provided this evidence by email. Depending on the damaged product, Teslica may request the damage product be shipped (Teslica will cover shipping fees) to the Service Center for further inspection. Valid warranty claims made within 2-years (see Warranty Requirements) from the date of shipping will be processed through Teslica. 

Once the replacement part is received by the customer, an authorized Teslica Service Dealer may be used for installation. Any installation fees will not be covered by Teslica without the after-sales team's authorization. If there is no Teslica Service Dealer near by, email us at [email protected] and we will happily find one for you.

Overview

Teslica provides customers with a 2-year limited warranty (see Warranty Requirements) for errors in workmanship and defects to the original mechanical and electrical components of the eBike. Teslica also provides a lifetime warranty on eBike frames. Teslica will also grant a complementary Teslica 200km Checkup with an odometer reading of 200km or less at our Service Center location only.

Teslica reserves the right to update this Warranty Policy at any time. Please refer to our website or contact our customer support team for the most up-to-date information.

By purchasing an eBike from Teslica, you agree to abide by the terms and conditions outlined in this Warranty Policy.

Warranty Requirements

The 2-year limited warranty is offered only to the original purchaser, and is non-transferable. The following are the warranty requirements: 

1. Proof of Purchase
2. Paid annual Teslica Tune-Up at Teslica or an authorized Teslica dealer within the first 400-days from the date of pick-up or date of shipping.

If the purchaser fails to meet the requirements, they are only guaranteed a limited warranty of 1-year. All implied warranties are limited to the duration of this limited warranty.

It is recommended that customers within driving distance get the required Teslica Tune-Up at the Teslica Service Center. Otherwise, a Teslica Service Dealer can be used for the required Tune-Up. The Service Dealer has authorization to charge their standard Tune-Up rate. Please submit a copy of the workorder to [email protected]. Warranty claims may be voided without the proof that a Tune-Up was obtained. 

What's Covered

This limited warranty covers errors in workmanship and any manufacturing defects of the original Teslica parts and components. Examples of what is covered include: 

1. Defects on any electrical part, including the battery, motor, controller, LCD screen, lights, connectors, wires, wiring harness, throttle, sensors, terminals and chargers.
2. Mechanical parts damaged due to manufacturing and workmanship defects.

What's Not Covered

This limited warranty does not cover:

1. Wear and tear to the original parts and components of the Teslica eBike. Wear and tear can be assessed by Teslica or an authorized Teslica dealer. Parts not typically covered include but are not limited to: 
   • Brake Pads
   • Rotors
   • Spokes
   • Tires/Tubes
   • Chains
   • Freewheels
   • Chainring
   • Derailleur Hanger
   • Parts damaged from corrosion due to the elements (moisture, heat, etc.)
   • Water damage done to parts due to pressure washing, hosing, or exposing eBike to more water than what is intended
   • Damage or deterioration of the surface finish, appearance, or aesthetics of the product
2. Defects or damage resulting from negligence, accident, abuse, misuse, abnormal use, or improper storage.
3. Scratches, dents and cosmetic damage not caused by Teslica. 
4. Product that has the serial number removed, damaged, altered or made illegible.
5. Defects or damage caused by improper assembly, testing, operation, maintenance, installation, service, repair, or adjustment in a manner that varies from Assembly Instructions and Owners Manual.
6. Defects or damage done by modifying electrical components without the Manufacture’s approval.
7. Defects or damage resulting from external causes, such as collision, fire, flooding, windstorm, lightning, earthquake, exposure to weather conditions, theft, blown fuse or improper use of any electrical source.
8. Defects or damage to the product caused by the use of accessories or products not approved by Teslica.

Electrical Or Software Modifications 

Any electrical or software modifications must get an approval from [email protected] before implementing. Unapproved electrical or software modifications will void the warranty.

Teslica is not liable if the eBike speed is increased by the purchaser. Increasing the speed is classified as misuse, this may result in a voided warranty claim.

Mechanical Modifications 

Any replaced part or component outside of this limited warranty will receive a limited warranty of 6-months with the same coverage of this limited warranty if it was replaced by a Teslica. Proof of purchase is required.

Lifetime Frame Warranty 

Teslica eBike frames are covered by a lifetime replacement warranty for the original retail purchaser. Frame issues that are excluded from this warranty include but are not limited to:

1. Corrosion
2. Paint fade, scratches, and impact marks
3. Impact damage
4. Non-reversible modification (drilling/welding)

Services

All eBike purchases qualify for a complementary Teslica 200km Checkup with an odometer reading between 0km – 200km. This is only valid at the Teslica Service Center located in Ottawa, Ontario. It is recommended that any annual service at the Teslica Service Center be scheduled between the months of September and February. Service appointments can be scheduled online at https://www.teslica.com/book-a-service-appointment/. Please remember to bring the charger and keys that were provided with the eBike.

Shipping Damage

At Teslica, we strive to provide high-quality eBikes and exceptional customer service. We understand that shipping damage can occur during the transportation of our products. This policy outlines the procedures and guidelines for addressing shipping-related damage to eBikes purchased from us.

Teslica takes responsibility for ensuring that our eBikes are securely packaged and protected before shipping. However, once the eBike leaves our facility and is in the hands of the shipping carrier, the responsibility for safe and damage-free delivery shifts to the carrier.

Upon receiving your eBike, we strongly recommend the following steps:

• Immediate Inspection: Inspect the eBike and its packaging thoroughly upon delivery.
• Document Any Damage: If you notice any visible damage to the eBike or its packaging, take clear photos documenting the damage.

If you find shipping damage to your eBike, please follow these steps:

• Notify Us: Contact our customer support team at [email protected] immediately, providing the following information:
  • Your order number
  • Clear photos of the damaged eBike and packaging
  • A description of the damage
• No Later than 14 Days: All claims of shipping damage must be reported to us no later than 14 days from the date of delivery.

Upon receiving your damage report, we will initiate an investigation and work with you to resolve the issue. The resolution may include:

• Replacement: If the damage is confirmed to be the result of shipping, we will arrange for the shipment of a replacement eBike to you at no additional cost.
• Repair: In some cases, we may offer to cover the cost of repairing the damaged components if that is a more feasible solution.
• Refund: If a replacement or repair is not possible, a refund may be issued.

Teslica will work directly with the shipping carrier to file claims for shipping damage. However, your cooperation in providing necessary information and documentation is essential for the successful resolution of such claims.

This policy does not cover damage resulting from misuse, negligence, or failure to follow assembly and maintenance instructions provided with the eBike. Please refer to our product warranty for information on non-shipping-related issues.

Teslica reserves the right to update this Shipping Damage Policy at any time. Please refer to our website or contact our customer support team for the most up-to-date information.

By purchasing an eBike from Teslica, you agree to abide by the terms and conditions outlined in this Shipping Damage Policy.