EDB002 Electric Bike Warranty & After-Sales Policy

Effective Date

November 1, 2026

Channels

strydonbikes.com

Covered Models

EDB002

This policy applies to the Strydon EDB002 electric dirt bike purchased from strydonbikes.com. It explains the limited warranty, returns, Welcome Care, shipping-damage reporting, and service process. The Effective Date is shown above.

Service Summary

Limited warranty coverage applies only to manufacturing defects or product quality issues confirmed by Strydon. Customer-caused damage, accidents, crashes, and collisions are excluded. Wear parts found defective upon delivery may qualify for 45-Day Welcome Care.

1. Scope and Eligibility

This policy applies to the EDB002 purchased directly from strydonbikes.com. Orders from third-party sellers, unauthorized resellers, or orders without valid purchase records are not covered.

This policy is a limited warranty and after-sales policy for non-customer-caused manufacturing defects or product quality issues confirmed by Strydon. It does not cover every condition, component, or type of damage. This policy does not limit rights available to customers under applicable law.

No warranty registration is required. Keep the original order record and product identification information so Strydon can verify coverage.

2. Delivery Date and Warranty Cutoff

The delivery date is the date shown by the carrier as delivered or signed for. Coverage is calculated using the local time at the delivery address.

Example: For an EDB002 delivered on November 5, 2026, the 18-month parts warranty ends on May 4, 2028, and the 24-month frame warranty ends on November 4, 2028, each at 11:59 p.m. local time at the delivery address.

A customer must first report a warranty issue before the applicable cutoff by emailing Support@strydonbikes.com. The time of that first email controls, even if supporting photos or video are sent later.

If Strydon requests more information, the customer must provide it within 7 calendar days after Strydon sends the request. A timely response keeps the original application active. Failure to provide the requested information within that period is treated as no completed application.

Diagnosis, shipping, waiting for parts, or repair does not pause or extend the warranty period. A claim first reported before the cutoff and completed within the requested information period continues to be reviewed after the cutoff.

3. Order Cancellation and Returns

3.1 Order Cancellation

1. Before shipment, an order may be cancelled without a cancellation charge and refunded to the original payment method.

2. After shipment, the order cannot be cancelled directly. Contact Strydon immediately; Strydon may request carrier interception, but interception cannot be guaranteed.

3. If interception fails and the product is delivered, any request to send it back is handled under the applicable return window and return conditions.

4. If a customer refuses an LTL delivery, or a scheduled LTL delivery fails because the customer is unavailable at the confirmed time, Strydon will review the reason and carrier record. If the failure is customer-caused and the product is returned, the applicable buyer-requested return rules and actual invoiced carrier charges may apply.

3.2 Return Windows and Refund Treatment

A return request is timely when the customer first emails Support@strydonbikes.com during the applicable return window. The customer must provide the required return information and evidence within 7 calendar days after the first contact. If more time is needed, the customer must explain the reason before the 7-day period ends and receive Strydon approval of a new deadline.

3.3 Packaging and Return Shipment

For an EDB002 return, use the original packaging or a suitable replacement carton with equivalent protection, and secure the bike and accessories against movement in transit. Keep the original packaging during the return window if possible. Strydon does not provide replacement packaging; the customer is responsible for packing the product.

All return labels are provided by Strydon. The customer is responsible for packing the product and handing it to the carrier as instructed. Damage caused by inadequate return packaging may be deducted based on the inspection result. If the customer independently arranges a return instead of using the Strydon-provided label, Strydon will not reimburse any shipping, packaging, or related costs incurred by the customer.

If a scheduled carrier pickup fails because the customer is unavailable, has not packed the product, or does not hand the product to the carrier at the confirmed time, Strydon may charge the actual empty-pickup fee shown on the carrier invoice. A carrier no-show or a time change made by the carrier is not a customer-caused empty pickup.

3.4 Return Conditions and Deductions

The product must be returned with the required accessories and documentation. Unauthorized modifications, misuse, accident damage, and abnormal wear are handled under the return conditions below.

A non-quality return is generally eligible at 18 miles or less. A return over 18 miles requires Strydon approval and may incur a $9.99 deduction for each mile over 18. A return over 50 miles is generally not eligible for a non-quality return.

Mileage-based deductions for an approved exception over 18 miles are capped at 30% of the product subtotal unless other documented conditions, such as missing parts, damage, abnormal wear, or improper packaging, support additional deductions. An odometer that has been disconnected, reset, modified, damaged, or made unreadable may make a non-quality return ineligible. The mileage limit does not restrict service for a confirmed quality issue.

A return-shipping deduction equal to 10% of the order amount applies to non-quality returns. A 5% opened-item handling fee may apply after the product has been opened, assembled, or used. A 10% minor or reversible modification fee may apply. The combined total of these three percentage deductions is capped at 20% of the order amount.

Functional modifications may affect eligibility for a return for any reason, including a reported quality issue. A modification may change the product's structure or function. Strydon may decline the return if its inspection confirms that the modification caused or contributed to the reported issue, or prevents Strydon from verifying the cause. A separate quality issue confirmed by Strydon and unaffected by the modification remains subject to this policy.

For an accepted non-quality return, a minor or reversible modification is subject to the existing modification fee of 10% of the order amount; missing or damaged components found during inspection are handled under Appendix A. Modifications to key components such as wiring, the controller, battery, frame, or braking system, and other major or irreversible modifications, may cause Strydon to reject the return after inspection and send the product back to the customer.

Missing, damaged, excessively worn, or improperly packaged parts may result in additional deductions under the applicable deduction table.

3.5 Return Evidence and Refund Process

For an electric-bike return, provide each of the following:

1. Order number or return request number.

2. VIN (frame number) or serial number.

3. Reason for the return.

4. A continuous, unedited video showing the entire product.

5. A video of the odometer while the product is powered on.

6. Close-up videos of the main components and accessories.

7. Photos or video of the packaging.

8. A video of the packing and sealing process recorded before return shipment.

Strydon may request additional evidence if the information provided is unclear.

Strydon normally completes its inspection within 3-5 business days after the warehouse signs for the returned product. Once the return and any applicable deductions are approved, Strydon initiates the refund to the original payment method within 5-10 business days. Customer service will notify the customer when the refund is initiated. The refund is generally credited about 5 business days after that notice; the actual posting time may vary or be delayed by the payment provider or bank.

Where a deduction applies, Strydon provides an itemized explanation and supporting warehouse photographs before finalizing the refund.

4. Welcome Care

Welcome Care is available for 45 days from delivery. The first report must be made within that 45-day period. Welcome Care addresses arrival, initial assembly, and setup issues such as missing or loose hardware, missing accessories, shipping-related damage, or a component found defective when the product is first assembled. A wear part with a defect present at receipt may also be handled under Welcome Care.

The same component receives Welcome Care support only once. This one-time limit does not prevent a separate warranty claim during the applicable limited-warranty period when Strydon confirms a manufacturing defect.

If information is missing, the customer must provide it within 7 calendar days after Strydon's request. All return labels requested by Strydon are provided by Strydon.

5. Shipping Damage Notice

To help Strydon investigate and seek carrier recovery, customers should report shipping damage as soon as possible:

LTL delivery: Inspect the outer packaging when the product is delivered. If you see damage, ask the delivery driver to note the visible damage on the Bill of Lading (BOL) at the time of delivery. Whether or not the outer packaging appears damaged, unpack and inspect the product within 48 hours after delivery. If you find shipping damage, contact Strydon customer service within the same 48-hour period.

Other delivery methods: report within 7 calendar days after the carrier records delivery or signature.

Please provide the order number, delivery record, outer and inner packaging photographs or video, photographs or video of the damaged product, and any available unboxing video. Strydon will review the case and determine the appropriate support or replacement solution.

6. Limited Warranty Coverage

If Strydon confirms a battery manufacturing defect or product quality issue not caused by the customer, including failure to charge or supply power normally or abnormal capacity loss, Strydon will replace the battery once at no charge during the 18-month warranty period. The replacement does not restart the original warranty period. Natural capacity loss from normal use is not covered. Battery damage caused by prolonged failure to charge, resulting in low charge or deep discharge, or by prolonged storage or exposure in low temperatures, including during winter, is excluded when confirmed by Strydon. Do not submerge the battery pack, ride in rain, or ride through water deeper than 2 cm. Battery damage caused by water exposure or submersion is excluded when confirmed by Strydon.

Customer-caused damage, accident damage, crashes, and collisions are not covered by the limited warranty. Replacement parts do not restart the warranty clock. A replacement may be new or refurbished and may be a functionally equivalent substitute when the original part is unavailable.

Except for the battery's one-time free replacement under this section, a component may receive further warranty service during its original coverage period if another manufacturing defect is confirmed. The one-service-per-component rule otherwise applies only to Welcome Care.

6.1 What Strydon Provides

Remote technical diagnosis and troubleshooting guidance.

Covered replacement parts shipped at no charge, including standard shipping for the covered replacement part.

Repair or replacement instructions and, where appropriate, video guidance.

When a covered issue cannot reasonably be resolved through troubleshooting, repair, or replacement parts, Strydon will assess the specific circumstances and determine an appropriate return, exchange, or refund solution in accordance with this policy and applicable law.

Strydon does not cover customer labor, third-party shop labor, diagnostic charges, on-site service fees, or customer-arranged repairs. A customer must obtain Strydon's written approval before using a third-party repair provider if reimbursement is requested.

7. Warranty Exclusions

Commercial, rental, delivery, professional racing, or other commercial use.

Accidents, crashes, collisions, extreme misuse, overloading, stunt performance, professional competition, or use materially beyond the product's designed recreational purpose.

Improper assembly, storage, charging, or maintenance; failure to follow the owner instructions; or battery damage that Strydon confirms resulted from prolonged failure to charge, deep discharge, or prolonged storage or exposure in low temperatures, including during winter.

Damage to affected components caused by unauthorized structural, electrical, battery, controller, wiring, software, or other modifications, or by non-Strydon parts or accessories.

Water, moisture, chemical, corrosion, fire, flood, lightning, or other force-majeure damage.

The EDB002 user manual instructs riders not to ride in rain or through water deeper than 2 cm. Do not submerge the bike or direct a high-pressure water jet at electrical components. Water damage is excluded when Strydon confirms that exposure caused the reported fault; an unrelated covered defect remains subject to this policy.

Normal wear, natural battery capacity loss except for abnormal capacity loss confirmed by Strydon as a covered battery defect, cosmetic scratches, paint fade, rust, and corrosion.

Theft, loss, or vandalism.

A removed, altered, damaged, or unreadable VIN (frame number) or serial number, or inability to verify the product or purchase.

Recreational off-road riding consistent with the EDB002 user manual is not, by itself, misuse. The manual identifies stunts, spinning, and jumping as high-risk actions; damage caused by those actions is excluded.

8. Warranty Transfer

A warranty may be transferred to a new owner only for the remaining period. The warranty does not restart after resale. The new owner must provide all of the following for verification:

Original order number

Original purchaser's name

Original purchaser's phone number

Original order date

Original shipping address

Order screenshot

VIN (frame number) or serial number

If the required information cannot be provided, the warranty cannot be transferred.

9. How to Request Service

1. Email Support@strydonbikes.com. The first email date controls timeliness.

2. Provide the order number, purchase information, VIN (frame number) or serial number, a description of the issue, and clear photos or video.

3. Cooperate with remote diagnosis and provide any additional information requested within 7 calendar days.

4. If Strydon requests a part or product return for inspection, Strydon provides the return label. The customer is responsible for safe packing unless Strydon gives other written instructions.

5. If the issue is confirmed as covered, Strydon will provide the applicable service solution under this policy.

Before inspecting or replacing any component, power off the product, disconnect the charger, and remove the battery if the model permits. Do not open the battery pack, motor, or controller internals unless Strydon specifically instructs you to do so.

Strydon normally replies within 1-2 business days. Lifetime technical support remains available after the warranty period; post-warranty parts, shipping, labor, and service costs are the customer's responsibility.

10. Contact

Email: Support@strydonbikes.com

Strydon will handle each request based on the applicable product category, the evidence provided, this policy, and any non-waivable rights under applicable law.

Appendix A. Electric Bike Missing or Damaged Parts Deduction Schedule

This schedule applies to non-quality returns after warehouse inspection. It is separate from the return-shipping deduction equal to 10% of the order amount and the percentage limits described in Section 3.4. If a deduction applies, Strydon provides an itemized explanation and supporting inspection photographs before finalizing it.

Appendix B. Electric Component Replacement Safety

Power off the product, disconnect the charger, and remove the battery if the model permits before inspecting or replacing any part. Follow Strydon's written or video instructions. Do not open or disassemble the internal components of the battery pack, motor, or controller unless Strydon specifically instructs you to do so.