ECLIO Terrn 2 Pro Off-Road Electric Bike

ECLIO After-Sales Service & Warranty Policy

This Limited Warranty is officially issued by Eclio and is effective starting December 1, 2025. It applies only to products purchased through the Eclio official website. Electric bikes purchased through authorized channels, including offline dealers, etc, are subject to the respective warranty policies of those sales channels.

Product Quality Assurance

All products sold by ECLIO are guaranteed to be brand new and meet applicable national, industry, and factory quality standards.

This warranty covers failures or damages caused by defects in materials or workmanship.
The following situations are NOT covered under warranty:

• Normal Wear and Tear
  Including tires, brake pads, chains, gears, and other consumable parts.
• Human-Caused Damage
  Including accidents, misuse, abuse, unauthorized modifications, use of non-original parts, or improper maintenance.
• External Factors
  Such as natural disasters (fire, typhoon, flood), or severe weather (heavy rain, snow, etc.).
• Improper Storage
  Failure to store the product according to instructions resulting in damage or performance degradation.

E-Bike Orders - Warranty Scope & Duration

The electric bikes are covered by 2 year limited warranty from the date of purchase. 
See the table below for more detail.

Separately Purchased Parts & Components

Replacement parts purchased separately are covered by a three-month (3 months) limited warranty from the date of purchase.

This warranty does not cover damage resulting from normal wear and tear, aging, improper installation, or misuse.

Inspection Upon Delivery

Please inspect the product immediately upon delivery. If you discover any defects or damage, please contact us within 7 days of receiving the product.

For warranty and after-sales service, please keep your order confirmation or proof of purchase and record the serial number located on the bike frame. This information will be required to process warranty claims.

Warranty Scope & Duration

Core Components (Motor / Battery / Controller)

• Lumeo 2 & D01 Pro/ Terrn 2 Pro models: 24 months warranty
• Other models: 12 months warranty
• Final interpretation rights belong to ECLIO.

Non-Warranty Situations

Warranty will NOT apply if:

1. Claims made after the expiration of the specified warranty period or outside the defined warranty scope shall be deemed ineligible for warranty service

2. Standard parts and decorative items such as oil tubes, brake pads, motor end covers, screws and nuts, as well as wear-and-tear parts and consumables like pedal covers, are subject to the warranty terms listed in the table above. Any claims beyond the specified warranty period or scope will be considered outside of warranty service

3. No valid proof of purchase (invoice/order record)

4. Promotional/free items

5. Subjective issues (noise level, softness, etc.)

6. Force majeure (earthquake, flood, lightning, chemical damage)

7. Unauthorized repair or modification

Battery Policy (Additional Terms)

Warranty Coverage (Non-Human-Caused Quality Issues):

1. Rapid battery capacity degradation caused by cell manufacturing defects (beyond natural degradation standards).

2. BMS malfunctions resulting in inability to charge/discharge or failure of overcharge/over-discharge protection (non-modified units).

3. Poor contact due to quality issues with factory wiring harnesses or connectors.

4. Cracking of the casing caused by manufacturing defects (not due to compression, impact, or drops).

Replacement Policy:

1. Direct replacement within the warranty period if the issue meets coverage criteria.

2. Replacement if a repair has been attempted two or more times but the fault persists.

3. Immediate replacement in the case of safety failures (fire, smoke, or leakage).

Battery Exclusions:

1. Beyond the warranty period or exceeding the maximum cycle count.

2. Disassembly, drilling, welding, modification, or replacement of non-original cells, BMS, or chargers.

3. Water ingress due to immersion, heavy rain, or riding in water (beyond the specified IP rating).

4. Damage caused by impact, compression, fire, or chemical corrosion.

5. Use of non-original or non-compliant chargers, or charging outside the temperature range (<0°C / >45°C).

6. Failure to follow maintenance instructions; long-term storage with low charge (<20%) exceeding 3 months.

7. Force majeure events (earthquake, flood, etc.) or secondary damage caused by unauthorized repairs.

8. Scratches on the casing or normal capacity degradation within standard limits.

9. Missing battery SN, lack of order proof, or SN tampering/removal.

Regarding Delivery and Receipt:

1. Upon receiving the package, please carefully inspect the product and its packaging. If you find severe damage to the outer packaging or the product itself, take photos as evidence and immediately contact our online customer service for verification. We will handle the issue appropriately.

2. Our company conducts multiple inspections to ensure products meet quality standards before shipment. However, minor scratches, scuffs, or small dents that may occur during transportation cannot be considered valid reasons for returns or exchanges due to product quality. Please contact customer service promptly to resolve any issues. If the casing is severely damaged, affecting appearance or riding safety, please contact customer service for further assistance.

User Responsibilities:

1. Users must maintain the E-BIKE according to the instructions in the manual, including regular checks of the battery, motor, brakes, gears, and tire pressure.

2. Users must operate the E-BIKE correctly as instructed, avoiding overloading, prolonged high-intensity use, or risky riding behaviors that could cause accidents or product damage.

3. Avoid using the E-BIKE in extreme weather conditions such as heavy rain, snow, or typhoons, and prevent improper storage that may damage the product.

4. Carefully read the user manual to understand detailed maintenance and usage instructions, ensuring your E-BIKE remains in optimal condition at all times.

Important Notes:

1. Please keep your purchase records properly, as they are required to receive warranty service.

2. This warranty policy applies only to the original purchaser and is non-transferable.

Warranty Claim Process

1. Provide your order number, serial number, a description of the issue, and the photo/ video evidence.
2. Our team will verify whether the issue is covered under warranty.
3. If approved, we will arrange replacement parts or repairs.
4. To be eligible for reimbursement of third-party repair costs, customers must obtain our prior approval before proceeding with any such service. Repairs carried out without our knowledge or consent will not be reimbursed under the warranty.

If you have any questions, please contact Eclio Customer Service support@ecliogo.com