Typically, the request is processed in no more than 1 business day.

If we can assist in restoring the capacity of your battery (or repairing it), we will send you within 1 business day a confirmation email to the address provided in the request. This email will also contain a label (receipt) for free battery shipping to our service center, step-by-step packaging and sending instructions, and a link to an order status tracking table (sample).

If we cannot help you with the battery repair, we will also email you within 1 business day.

Sending your battery to us and returning it can currently only be done through courier delivery services. We usually use DPD, which has an extensive network of drop-off and pick-up points, and occasionally, we use services from other companies.

In the confirmation email you will receive a label (receipt) for free battery shipping to our service center. The email will also contain step-by-step packaging and sending instructions, as well as a link to an order status tracking table (sample).

After this, you will need to:

1. Carefully pack the battery with the charger (and with keys if the keys serve as the battery switch) (packaging requirements and recommendations can be found here).

2. Attach the label (receipt) sent to you in the email to the package.

3. Drop off the package at the nearest drop-off point of the respective delivery service. You won’t need to pay for anything. We will cover the delivery cost.

No, at the moment, this option is not available, but we are working to make it possible in the near future. Currently, we operate exclusively through courier delivery services.

No, at the moment, such drop-off and pickup points are not available, but we are working to have them in the near future. Currently, we operate exclusively through courier delivery services.

The courier service will deliver your battery to the address you provided when placing the order or as agreed later in the email correspondence. After sending the battery back, you will receive a tracking number in the email for package tracking.

Yes, all shipments are insured for €500 in case of loss or damage during delivery.

No, you won’t need to pay for battery shipping from you to us and back. Our company always covers the cost of shipping the battery from you to us and back.

Yes, your charger is needed for a complete battery diagnosis. We must assess how the charger and battery work together. The keys are required if they serve as the battery switch.

Free battery shipping and return on regular terms is currently available for the following countries: Belgium, Netherlands, Luxembourg, Germany, and Poland.

For other countries, a small shipping fee may apply, and the possibilities and conditions for shipping will be individually assessed.

As a customer, this action means that you:

1. Have read and agreed to all the terms, rules, warranty obligations, cost calculation principles, payment deadlines, specifics of order processing and execution for capacity restoration and/or battery repair from the moment of submitting the application to the end of the warranty period, as described in this question-and-answer-based service description, which constitutes a legally binding agreement.
2. That you give consent for opening the battery casing and conducting its diagnostics.

After placing the order, you will receive an order confirmation via email. This email will include a link to an order status tracking table (sample). In this table, you can see at which stage your battery is in the process.

In our e-bike battery rebuild and repair service the complete process of restoring battery capacity by replacing worn power elements with new ones takes from 4 to 10 business days. We always make every effort to shorten this duration and return the battery to you as quickly as possible. If there is a defect in the BMS control board or other issues are discovered, the repair timelines will be determined based on the availability of spare parts. In such cases, we will discuss the repair duration and cost with you via email correspondence.

Each of the 9 stages listed below, which the order goes through, is reflected in the order status tracking table (sample), the link to which is provided in the order confirmation email.

1. Order accepted. The delivery service has not yet confirmed the receipt of your parcel.
2. Your package has been accepted by the delivery service and is on its way to us.
3. The battery has been received and is waiting in line for diagnosis
4. The battery is currently undergoing diagnosis.
5. The battery diagnostic process is completed.

After the diagnostic process is finished, a diagnostic report will be sent to you as an attachment in an email to the registered email address (a sample report can be downloaded here).

Depending on the diagnostic results, there are three possible scenarios:

• • • Battery capacity can be restored, and it only requires the replacement of worn-out power elements with new ones.
    • The battery needs repairs to its control unit or other components, and we offer you repair options.
    • The battery cannot be repaired, or we cannot provide a solution to the battery problem.

6. The process of assembling a new battery block and its installation into the battery case is underway.
7. Installation of the new power element block is complete. The final testing process is in progress.
8. The final testing process has been successfully completed. An invoice for payment has been sent to the customer’s email. Payment is expected.

After successful final testing, you will receive two detailed reports in the email:

1. 1. 1. Report on the results of the final battery test (you can download a sample report here).
      2. Report on the testing of each individual Li-Ion element before installation in your battery (you can download a sample report here). 

9. Your battery is on its way to you through the delivery service *******. Here is the tracking number: *********

After diagnosing the battery, we’ll determine the maximum capacity that can be provided for your battery. We won’t proceed with the work on your battery until we agree on the order cost with you via email, which depends on the new battery capacity.

In this case, if we can’t agree on the scope and cost of the repair, you have two options:

1. We can keep the battery for recycling at no extra cost to you.
2. Alternatively, we can send the battery back to you after you pay a fee of 49 Euros. This fee covers the costs of shipping the battery both ways and a small diagnostic fee.

In this case, you have two options:

1. We can send the battery back to you for free. 
2. Alternatively, we can keep it for recycling at no extra cost to you.

In this scenario, the principle is ‘no help, no payment.’ You won’t have to pay anything (except in the cases described in point 3.5 and/or point 5.6).

The battery will be returned to you in its original condition unless potentially hazardous defects in the BMS electronic board, wiring, electrical, and mechanical connections are found. These may include issues such as moisture damage, corrosion, burning, insulation breaches, electrical connection disruption, mechanical fastening damage, etc.

In these cases, for transport safety compliance with European legislation and hazardous cargo transportation rules (ADR), the battery will be returned without the Li-Ion power elements inside. The internal Li-Ion power element block will be removed and disposed of without the right to compensation for its residual value.

During the battery review, we typically make several enhancing changes that don’t alter the fundamental battery design but extend its service life:

1. We improve the battery case’s sealing, enhancing its splash protection by using special sealants.
2. In the free space inside the battery case, we often place a special moisture absorber. It absorbs moisture from the air inside the battery case, protecting it from potentially harmful and dangerous moisture condensation on the BMS electronic board and other components for an extended period. This enhancement prolongs the battery’s service life and allows for potential future repairs or refurbishment.
3. We clean the surface of the electrical contacts.
4. We treat the surfaces of moisture-sensitive electronic boards and electrical connections with special protective compounds to safeguard against the damaging effects of water condensation.

Yes, canceling the order with a return of the battery to the customer is possible without providing reasons, but only until the manufacturing of the new battery pack has not started. In this case, you will need to pay an invoice for the amount of 49 euros. This amount covers the expenses for the battery’s round-trip delivery and a diagnostic cost.

Returning the battery becomes impossible if the manufacturing of the new battery pack has already started. In this case, the battery restoration will be completed and must be fully paid by the customer.

The battery will be returned to you in its original condition, except in cases of potentially dangerous defects in the BMS electronic board, input wires, electrical and mechanical connections, such as evidence of water ingress, corrosion, scorching, insulation breaches, electrical connections, mechanical fastening damage, and so on.

In these cases, for transport safety compliance with European legislation and the rules for the transportation of dangerous goods (ADR), the battery will be returned without the Li-Ion power element block. The internal Li-Ion power element block will be removed and disposed of without the right to reimburse its residual value.

You can request a return, and it will be valid if you send it from the email address you provided when making the request (it’s important for the request to be recognized as yours).

Attention! Return requests sent from any other email address, except the one you used when placing the order, won’t be processed and considered valid (because it’s difficult to identify your request).

We use a simple principle to determine the cost – you always pay only for the final charge capacity of the battery (the energy it can keep and return)!

All other expenses, including shipping the battery to us and back, are covered by us.

If your battery only needs the replacement of worn-out power elements and doesn’t require other repairs, the cost of restoring the charge capacity for all types of Li-Ion batteries will always be directly proportional to the new charge capacity of the restored battery.

For convenience, the cost calculator is available in the website’s main menu and on its first page.

If defects in the control board BMS or other issues are found, the cost of repair will be individual. In this case, we won’t start the repair until we agree with you on its cost via email correspondence and receive your consent.

If we are restoring the battery’s capacity or repairing it, the diagnostics are free of charge.

No, you won’t have to pay anything. In this case, the principle is “no help – no payment.” 

Upon your request, we will either send the battery back to you for free or dispose of it for free.

In all cases, if you refuse the proposed solution for the battery issue and want to return it, you will need to pay an amount of 49 Euros. This amount covers our expenses only for shipping the battery in both directions and the symbolic cost of diagnostics.

However, if you decide not to take the battery back and choose to leave it with us for disposal, you won’t have to pay anything at all. We will handle the battery’s disposal at our own expense.

In this case, you will need to pay an amount of 49 Euros. This amount covers the expenses for shipping the battery in both directions and the symbolic cost of diagnostics.

Yes, the cost will definitely be agreed with you before replacing the power elements with new ones.

After diagnosing the battery, it will be known what maximum capacity can be provided for your battery. We will not continue working with your battery until we first agree on the order cost with you through email, which will depend only on the new battery capacity.

No, that is completely excluded.

The cost of any upcoming repair is always agreed with you in advance through email correspondence. No additional repairs are carried out without your consent regarding their cost.

No, you don’t have to pay separately for the battery’s delivery to and from you.

Our company covers the cost of delivering the battery from you to us and back  (except in the cases described in point 3.5 and/or point 5.6).

No, you won’t have to pay for battery disposal in this case.

Our company will handle the battery disposal at our expense.

You also won’t need to cover the cost of shipping the battery from you to us.

For the repair or rebuild e-bike battery we will expect payment from you after the battery has been restored and after the successful completion of test trials. An invoice for payment will be sent to you via email along with two test reports. The payment amount will not exceed the previously agreed amount.

The battery will be sent to you for free after your payment.

Yes, a payment delay is possible. In this case, an additional 9 Euros will be charged to us.

You can use payment methods available on our website, such as Klarna, which offers convenient and interest-free payment delays.

With our e-bike battery rebuild and repair service you can use all most popular payment methods like Bank Transfer, Google Pay, Bancontact, Debit and Credit Cards (Visa/MasterCard and others), iDEAL, EPS, Giropay, Pay with Link.

The warranty period is 24 months from the date of the invoice.

The warranty covers:

1. All parts that have been replaced or repaired. A full list of all replaced or repaired parts will be reflected in the invoice sent to the email provided during order registration.
2. All Li-Ion battery cells, as well as all electrical connections between them and the BMS (if Li-Ion battery cells have been replaced).
3. The BMS electronic board and all associated electrical connections (in case of replacement or repair).
4. Compliance of the battery’s initial capacity after restoration with the value specified in the test report.

The warranty does not apply to:

1. Electronic boards, electrical connections, wiring, mechanical mounts, casing, and other parts that haven’t been replaced, repaired, or altered.
2. Maintaining the battery’s initial capacity after restoration as specified in the test report. During the first 2 years of use, new Li-Ion elements may undergo normal natural degradation of 5-15% per year, depending on usage conditions. Subsequently, the degradation rate generally slows down.
   To reduce the wear and tear of the Li-Ion elements inside the battery, please follow our recommendations:
   General recommendation for using Li-Ion batteries, and a
   Special recommendation for restored batteries.
3. The distance a bicycle can travel on a single battery charge. This distance depends on various factors such as the selected “support” level, speed, riding style, terrain characteristics, air temperature, wind direction, tire pressure, acceleration frequency, and intensity, etc.

The warranty stops working if:

1. More than 30 days passed since the issue appeared before informing us.
2. Someone opened the battery casing.
3. Anyone made changes to the external or internal structure of the battery.
4. The battery shows signs of violating storage, care, or usage rules, such as:

• • Moisture damage inside the battery casing.
  • Signs of deep discharge.
  • Battery shows signs of physical or heat damage from impact, falling, exposure to high voltage, flames, etc., either on the outside or inside.
  • Signs of using the battery for purposes other than intended.
  • The battery was connected to a power source other than the provided charger.

Warranty Implementation:

In case of a battery problem, you should send us an email with a detailed description of the issue within 30 days of discovering it. Please make sure to use the email address you provided during the application registration for order identification. Our staff will contact you promptly to resolve the issue.

Our warranty obligations can be fulfilled in two ways:

1. Through free warranty repair.

2. Through financial compensation for our warranty responsibility.

The implementation of warranty obligations through free warranty repair:

If the issue you’ve described with the battery seems to be a warranty case within our responsibility, we will send you a label (receipt) for free shipping of the battery to us. Upon the battery’s arrival at our facility, we will conduct a diagnosis. If we find a defect covered by our warranty, we will repair it for free and return the battery to you at no cost. In this case, you won’t need to pay for anything.

During the diagnosis, it may turn out that the problem with the battery is caused by a different defect not covered by our warranty, or one of the warranty-voiding factors described in the sections above: “6.3 What is not covered by the warranty?” or “6.4 When does the warranty stop working?”

Then we will either offer you a non-warranty solution for the issue, agree with you on repair costs and timelines, or, if you prefer, return the battery to you. In the latter case, before returning the battery, you will need to pay a fee of 49 Euros. This fee covers the expenses for shipping the battery in both directions and the cost of diagnostics.  You will also have the option not to take the battery back but leave it with us for recycling. We will handle the battery’s recycling at our expense, and you won’t need to pay for anything.

Implementing warranty commitments through financial compensation of our warranty responsibility.

We reserve the right to provide financial compensation of our warranty responsibility instead of re-repair. This compensation is calculated based on the remaining warranty period proportional to the amount you have previously paid.

Example of calculating financial compensation of our warranty responsibility:

Let’s say you paid a 240 Euro repair bill.

So, for each month of the 24-month warranty period, it’s 10 Euros (240/24=10).

Suppose the battery has been successfully used for 18 months out of the 24-month warranty period.

There are 6 months left of the warranty.

Therefore, as part of fulfilling our warranty commitments, we will refund 60 Euros in compensation: (6×10=60).

Issues with our e-bike battery rebuild and repair service are addressed via email for three reasons:

1. The entire course of the issue discussion, as well as all decisions and commitments made during the dialogue, are clearly documented in the email correspondence and have legal validity. This correspondence can be used as evidence by both parties in case of disputes or the need to challenge the actions of the other party in accordance with the law.
2. Discussing all issues via email promotes a clear understanding of the matters under discussion, intentions, decisions made, and obligations assumed. This approach aims to minimize future conflicts by eliminating ambiguity in understanding each other in the present.
3. Since our company operates within multiple European Union countries, discussing and resolving all issues via email significantly helps overcome language and communication barriers.