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 statutory warranty and the voluntary manufacturer’s guarantee. Both apply alongside each other 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 promise from the manufacturer. What this means in detail is explained below.
Statutory warranty (your legal right)
As a consumer, you are entitled to the statutory 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 statutory defect rights. You assert these rights directly with us as the seller, not with the manufacturer.
What does the warranty cover?
The warranty applies to defects that were already present at the time of delivery, even if they only 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 caused by falls, accidents, or improper use
- Damage caused by missing or incorrect maintenance
- Modifications you have made yourself to the pedelec
An overview of your defect rights
If a warranty case occurs, you generally have the right to subsequent performance first. This means repair or replacement delivery. 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, we provide you with a voluntary manufacturer’s guarantee on your order. This guarantee is in addition to your legal rights and does not limit the warranty.
Our warranty applies uniformly to all models: 3 years on the frame and 1 year on parts and battery. This way, you know exactly what you can rely on from the start without having to search through product details.
Difference from statutory warranty
The main difference: The statutory warranty is legally required and applies against us as the seller. The warranty is voluntary and based on our warranty conditions. Even with an ongoing manufacturer’s warranty, your statutory warranty rights remain fully intact.
| Statutory warranty | Voluntary manufacturer warranty | |
|---|---|---|
| Basis | Legal (EU consumer law) | Voluntary manufacturer commitment |
| Contact person | Gofatbike (seller) | Manufacturer (via Gofatbike) |
| Duration | At least 2 years | 3 years on the frame, 1 year on parts & battery |
| Scope | Defects present at delivery | According to the manufacturer’s warranty conditions |
What to do in case of a defect?
Is something wrong with your pedelec? Just contact us, and we will sort it out together. Here’s the best way to proceed:
- Contact us: Send us an email at info@gofatbike.de or call us toll-free at +49 800 0010271.
- Have your order number ready: Provide your order number so we can quickly identify your purchase.
- Describe the defect: Explain 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. You don’t have to do anything else; we will guide you through the process.
Transport damage
Shipping is done via 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 at the time of acceptance.
- Report any transport damage to us as soon as possible after receipt.
- Contact us info@gofatbike.de and include photos of the damage and the packaging.
The sooner you inform us, the easier it is to resolve the issue with the shipping service. We will then take care of a solution.
Frequently Asked Questions
How long do I have warranty coverage?
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 warranty valid?
Our voluntary manufacturer’s guarantee applies uniformly to all models: 3 years on the frame and 1 year on parts and battery. It is in addition to your statutory warranty rights.
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 if I have a problem?
Always contact us first. You can reach our customer service by email at info@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 will be happy to assist you.
- E-mail: info@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.
Original packaging, photos, and collection
These preparation and cooperation obligations apply to every return, including withdrawal, incorrect delivery, transport damage, defect, warranty, statutory warranty, and contract cancellation.
If the pedelec was delivered in a transport box, the complete original box with all inserts and protective materials must be kept and reused for the return. The pedelec must be packed 100% and as closely as possible in the same way as when received.
Before planning a collection, the customer must send clear photos of the pedelec from all sides, the mileage, accessories, any damage, and the fully closed and protected packaging upon request. A collection will only be planned once the safe transport preparation can be confirmed based on the photos. Unpacked or insufficiently protected goods may be rejected by the carrier.
If the original box is missing, the customer must contact us before the return. In the case of a standard withdrawal, the customer bears the costs of suitable replacement packaging, additional processing, and another collection attempt. In the case of a justified incorrect delivery, transport damage, or breach of contract, we cover the necessary transport and packaging costs; however, the customer must still make the pedelec accessible and follow reasonable, safe instructions.
For returns of an E-Bike that cannot be shipped by parcel from Germany, France, the United Kingdom, Italy, Austria, Poland, or Spain, a fee of €150.00 will be charged for a standard withdrawal.