Servicing, Maintenance and Warranty Support

E-bikes are mechanical vehicles with electrical components, moving parts, cables, brakes, tyres, spokes and fasteners that require regular checking, adjustment and maintenance. Like any bicycle, an e-bike should not be treated as a maintenance-free product.

Unless otherwise stated by the manufacturer, we strongly recommend that your bike is checked by a competent cycle mechanic after its initial bedding-in period, usually within the first 4–6 weeks of use or after approximately 100–150 miles, whichever comes first. This initial check is important because cables can stretch, bolts can settle, spokes can loosen slightly and brakes/gears may need adjustment after the first period of riding.

After this, the bike should be serviced and checked at suitable intervals based on how often it is used, the conditions it is ridden in, the rider/load weight, mileage, weather exposure and the manufacturer’s instructions. Heavier use, wet-weather riding, cargo use, off-road use and daily commuting may require more frequent servicing.

Customers are responsible for carrying out basic pre-ride checks, keeping the bike clean and dry where reasonably possible, charging and storing the battery correctly, maintaining tyre pressures, and arranging routine servicing, adjustments and replacement of normal wear-and-tear parts.

Failure to maintain, service, store or use the bike correctly may affect warranty support where the problem has been caused or contributed to by lack of maintenance, incorrect assembly, misuse, accidental damage, unauthorised modification, water ingress, corrosion, excessive wear or failure to follow the manufacturer’s instructions.

This does not affect your statutory rights. If your bike has a genuine fault that is covered under your legal rights as a consumer, we will deal with the issue in line with UK consumer law. Where a repair or replacement is required under your statutory rights, Chilled Rides will cover the reasonable necessary costs of putting the issue right, including parts, labour and delivery/collection costs where required.

Manufacturer warranties vary by brand and may cover parts only unless labour has been expressly approved. Where an issue is not covered under your statutory rights or has been caused by wear and tear, misuse, lack of maintenance or another excluded cause, any diagnostic, labour, call-out, servicing, collection or repair costs may be payable by the customer.

Where appropriate, we may arrange inspection or repair through our approved support network, including mobile cycle technicians. Any such work must be approved by Chilled Rides in advance if you are asking us to cover the cost. We cannot usually reimburse third-party repair costs that have not been agreed with us beforehand.