Warranty & Guarantee
Guarantee & Warranty at Gofatbike
Have You Purchased a Pedelec or Accessories from Us and Want to Know What You Can Rely On? On This Page, You Will Find All the Information About Your Rights. We Clearly Distinguish Between Two Things That Are Often Confused: the Legal Warranty and the Voluntary Manufacturer’s Guarantee. Both Apply Side by Side and Do Not Exclude Each Other.
In Short: The Warranty Is Your Legal Right Against Us as the Seller. The Guarantee Is an Additional, Voluntary Commitment from the Manufacturer. What This Means in Detail Is Explained Below.
Legal Warranty (Your Legal Right)
As a Consumer, You Are Entitled to the Legal Warranty with Every Purchase. This Is Based on Applicable EU Consumer Law and Lasts at Least 2 Years from Receipt of the Goods. During This Period, the Product Must Meet the Agreed and Usual Requirements (Conformity).
If a Defect That Already Existed at the Time of Delivery Appears Within This Period, You Have Legal Warranty Rights. You Assert These Rights Directly with Us as the Seller, Not with the Manufacturer.
What Does the Warranty Cover?
The Warranty Covers Defects That Were Already Present at the Time of Delivery, Even If They Become Visible Later. Typical Examples:
- A Material or Manufacturing Defect That Existed from the Beginning
- A Component That Does Not Function as It Should
- A Deviation from the Product Description on the Product Page
What Is Not Included?
Damage That Occurs Only After Delivery Is Not Covered by the Warranty. This Includes:
- Normal Wear and Tear of Parts Such as Tires, Brake Pads, Chains, or the Battery (Natural Aging)
- Damage from Falls, Accidents, or Improper Use
- Damage Due to Missing or Incorrect Maintenance
- Changes You Have Made to the Pedelec Yourself
Your Warranty Rights at a Glance
If a warranty case applies, you generally have the right to subsequent performance first. This means repair or replacement. Only if this fails or is not possible do further rights come into consideration:
- Subsequent performance: Repair or replacement of the defective product
- Reduction: Reduction of the purchase price
- Withdrawal: Return for a refund of the purchase price
Voluntary manufacturer warranty
In addition to the statutory warranty, the manufacturer offers a voluntary warranty on many of our products. This is a promise from the manufacturer and adds to your statutory rights. It does not limit the statutory warranty.
The manufacturer’s warranty currently usually lasts 1 year. The exact scope and duration depend on the information on the respective product page. Always check the product page of your model to see what specifically applies to your pedelec.
Difference from statutory warranty
The main difference: The statutory warranty is legally required and applies to us as the seller. The warranty is voluntary and based on the manufacturer’s conditions. Even if a manufacturer’s warranty is in effect, your statutory warranty rights remain fully intact.
| Statutory warranty | Voluntary manufacturer warranty | |
|---|---|---|
| Basis | Legal (EU consumer law) | Voluntary commitment by the manufacturer |
| Contact person | Gofatbike (seller) | Manufacturer (according to product page) |
| Duration | At least 2 years | Currently usually 1 year (see product page) |
| Scope | Defects present at the time of delivery | According to the manufacturer’s warranty conditions |
What to do in case of a defect?
Is something wrong with your pedelec? Just get in touch with us, and we will sort it out together. Here’s the best way to proceed:
- Contact us: Send us an email at support@gofatbike.de or call us toll-free at +49 800 0010271.
- Have your order number ready: Please provide us with your order number so we can quickly identify your purchase.
- Describe the defect: Describe exactly what is not working. Photos or a short video help us assess the case faster.
We will review your request and get back to you with the next steps. If necessary, we will provide you with a service portal for this. You don’t have to do anything else; we will guide you through the process.
Transport damage
Shipping is done with DHL, and we carefully pack every pedelec. Nevertheless, something can happen during transport. Please check your shipment immediately upon receipt.
- If the packaging is visibly damaged, document this with photos if possible already upon acceptance.
- Report transport damage as soon as possible after receipt.
- Write to us at support@gofatbike.de and include photos of the damage and the packaging.
The sooner you inform us, the easier it is to clarify the case with the shipping service provider. We will then take care of a solution.
Frequently Asked Questions
How long do I have warranty?
The statutory warranty is at least 2 years from receipt of the goods. It applies to defects that were already present at the time of delivery.
How long is the manufacturer’s guarantee valid?
The voluntary manufacturer’s guarantee currently usually lasts 1 year. The exact scope can be found on the respective product page of your model.
Does wear and tear count towards the guarantee?
No. Normal wear and tear, for example on tires, brake pads, chains, or the battery due to normal use, is excluded from warranty and guarantee.
Who do I contact in case of a problem?
Always contact us first. You can reach our customer service by email at support@gofatbike.de and free of charge by phone at +49 800 0010271, Mon to Fri from 09:00 to 17:00.
Contact
Do you have questions about warranty or guarantee? Our customer service is happy to assist you.
- E-mail: support@gofatbike.de
- Phone: +49 800 0010271 (free of charge)
- Service hours: Mon to Fri, 09:00 to 17:00
Provider: Gofatbike, Vissenstraat 32, 7324 AL Apeldoorn, Netherlands. Dutch law applies to contracts. Mandatory consumer protection regulations of your country of residence remain unaffected.