Warranty Policy
Last Updated: September 2026
Hamilton Electric Bikes (HEB) Warranty Policy
At Hamilton Electric Bikes, we strive to provide quality products by partnering with reputable e-bike, scooter, parts, and accessory brands. When purchasing from us, it is important to understand that product warranties depend entirely on the brand you are buying.
In general, all our brand partners carry substantial warranties that protect against manufacturing defects in materials and/or workmanship for a set period. Some brands offer a six-month warranty, while others offer two years. Some brands utilize prorated warranties (e.g., 100% coverage in year one, 80% in year two). Your warranty pertains to essential components (such as the frame, motor, battery, display console, and controller) provided the product was used in a standard, controlled manner and maintained according to the manufacturer’s manual.
1. HEB’s Role as a Warranty Facilitator
One of the major benefits of purchasing from HEB is that we help you manage your warranty so you never need to deal directly with the manufacturer. You only need to contact HEB, and we will act as a facilitator on your behalf.
Important Disclaimer: All warranty services and final approvals are directly handled and dictated by the respective brands. HEB assists with the process as a facilitator only and cannot control the operations, parts availability, or business continuity of the brands we carry. In the unfortunate event that a brand ceases operations or declares bankruptcy, Hamilton Electric Bikes cannot assume responsibility for any invalidated warranties. We do not provide refunds or shop coverage for warranties rendered void under these circumstances, as the warranty is a legal contract strictly between the purchaser and the manufacturer.
2. The Warranty Claim Process & Fees
If you believe a defective part qualifies for a warranty claim within your coverage period, please follow these steps:
- Notify HEB immediately by phone, email, or by bringing the vehicle into the shop.
- Our service technicians will examine, test drive, or run a diagnostic test to determine the cause of the failure.
- If eligible, HEB will confirm the necessary components and submit the paperwork to the manufacturer to source the replacement parts.
Associated Warranty Fees:
- Warranty Processing Fee (WPF): HEB charges a standard $50 Warranty Processing Fee to cover the administrative time, diagnostics, and paperwork required to process a claim with the manufacturer. (Note: This fee is entirely waived for active HEB Service Plan members).
- Labour & Shipping Costs: Most brand partners do not cover the cost of repair labor, and some do not cover the freight costs to ship replacement parts to our shop. Usually, only the physical replacement parts are covered by the manufacturer. Customers are responsible for the labor costs required to install warranty parts at our standard shop rate.
3. Exclusions & Voided Warranties
Your warranty applies strictly to the cost of repair or replacement of defective physical components. Warranties will be immediately voided under the following conditions:
- Unauthorized Repairs: If any repair, alteration, or change to the product’s electrical system is performed by you or a third-party shop aside from the HEB service center.
- Illegal Modifications (750W+): If the vehicle’s motor or controller is modified, tampered with, or “unlocked” to exceed provincial 500W / 32 km/h limits.
- Improper Usage: If the product is damaged as a result of abuse, negligence, extreme environmental or weather conditions, an accident, water ingress, or inadequate maintenance.
- Wear and Tear: Warranties do not apply to consumable mechanical components such as tires, tubes, spokes, brake pads, rotors, chains, and rims unless specifically explicitly stated in a brand’s specific policy.
4. Limitations of Liability
HEB is not liable for any financial loss, prevention of profit, or any consequential loss that may be caused by the non-standard usage or downtime of a product while awaiting warranty parts. HEB is not responsible for any liability, bodily harm, or property damage that may occur due to the usage of the product. The customer alone is solely responsible for securing third-party liability insurance as required by the nature of the vehicle.
5. Our Promise to You
HEB is here to help you when you need it most. We will do everything within our power to get you back riding as fast as humanly possible. However, the reality of global supply chains means there may be delays in parts, manufacturers may send the wrong components, or shipping routes may face disruptions. We will always work to the absolute best of our abilities with our brand partners and suppliers to rectify your situation in a timely and equitable manner.
For any further details or to initiate a warranty claim, please contact us:
Phone: 905-545-2424
Email: info@hamiltonelectricbikes.ca