Rocket Ebikes – Warranty & Aftercare Policy

Customer-facing policy for the Rocket Ebikes Shopify store. Last updated: 7 September 2026.

Rocket Ebikes is a trading name of Rocket Ecommerce Ltd (Company No. 16060827). We are an authorised retailer for the brands we sell and our e-bikes are supplied with the applicable manufacturer-backed warranty. This policy explains how warranty and aftercare support works and how it relates to your statutory consumer rights.

1. Manufacturer-Backed Warranty

The warranty period and component coverage vary by manufacturer, model and component. The applicable warranty information will be shown on the relevant product page, in the manufacturer warranty terms, or provided by Rocket Ebikes on request.

Where a manufacturer provides a commercial guarantee, that guarantee is binding in accordance with its stated terms and any associated advertising. The manufacturer warranty is separate from, and additional to, your statutory rights.

Because manufacturers may update their warranty programmes, model-specific warranty periods and exclusions should be checked against the warranty information applicable to the product at the time of purchase.

2. Your Rights if Goods Are Faulty

Under the Consumer Rights Act 2015, goods supplied to consumers must be as described, of satisfactory quality and fit for purpose. These rights apply regardless of whether a manufacturer warranty is still active.

• During the first 30 days after delivery, you may have a short-term right to reject faulty goods and receive a refund where the legal requirements are met.
• After the short-term right to reject has ended, repair or replacement will often be the first statutory remedy, unless a particular remedy is impossible or disproportionate.
• A statutory repair or replacement must be carried out within a reasonable time, without causing significant inconvenience, and at no necessary cost to you.
• If repair or replacement is impossible, is not completed within a reasonable time or without significant inconvenience, or the goods remain faulty after one repair or replacement, you may have the right to a price reduction or final rejection, subject to the Consumer Rights Act.

Where a fault becomes apparent within the first six months, it is generally presumed to have been present when the goods were supplied unless we can show otherwise or that presumption is inconsistent with the nature of the goods or fault. After six months, we may reasonably ask you for evidence that the problem results from an inherent fault rather than wear, damage or misuse.

In England and Wales, a consumer may have up to six years to bring a contractual claim in appropriate circumstances (five years in Scotland). This is a limitation period for bringing a claim; it is not a six-year warranty and does not mean that every e-bike or component is guaranteed to last for that period.

3. Contact Rocket Ebikes First

If you have a problem with an e-bike purchased from Rocket Ebikes, please contact us first. We will help coordinate the appropriate support with the relevant manufacturer where necessary.

To help us assess the issue, we may reasonably ask for:

• your order number or other proof of purchase;
• the bike model and, where relevant, frame/serial number;
• a clear description of the problem and when it started;
• clear photographs or short videos showing the fault; and
• the results of simple and safe diagnostic checks where appropriate.

Photos, video and diagnostic information can help us identify the problem quickly, but they do not remove your statutory rights. You will not be expected to carry out work that is unsafe, unreasonably complex or inappropriate for a customer to perform.

Please do not return a bike, battery or component to Rocket Ebikes or a manufacturer without receiving return instructions first, as the correct return or service location can vary by brand.

4. How We May Resolve a Warranty or Aftercare Issue

Depending on the product, fault and applicable rights or warranty terms, support may include:

• technical guidance or troubleshooting;
• a replacement component supplied with appropriate fitting instructions;
• an approved local repair where appropriate;
• inspection or repair through a manufacturer/service partner;
• collection or return of the product where necessary;
• replacement of the product; or
• a refund or price reduction where required by law.

Many e-bike manufacturers operate a parts-led warranty process, meaning a replacement component may be supplied rather than the entire bike being returned. Where fitting a part requires specialist work, we will consider the appropriate repair route rather than requiring you to perform unsafe or unreasonable work yourself.

Replacement parts may sometimes be dispatched directly by the manufacturer or from an overseas parts warehouse. We will provide available tracking or timing information when supplied to us.

5. Warranty Coverage and Common Exclusions

Manufacturer warranties generally cover manufacturing defects and component failures arising during normal intended use, subject to the specific manufacturer terms for the product.

Commercial manufacturer warranties commonly exclude damage caused by:

• accident, collision, abuse or misuse;
• normal wear and tear or consumable parts that have simply worn out;
• incorrect assembly, adjustment or maintenance where this caused or contributed to the fault;
• use or storage contrary to the manufacturer instructions;
• water ingress or exposure beyond the product’s stated water-resistance specification;
• use of an unsuitable charger, battery, component or accessory where this caused the damage;
• unauthorised modification, de-restriction or repair where the modification or work caused or contributed to the fault; or
• cosmetic damage that is not the result of a manufacturing defect.

An exclusion under a manufacturer warranty does not automatically remove your statutory rights. In particular, a modification or third-party repair should not be treated as a blanket reason to reject an unrelated statutory claim; the circumstances and cause of the fault must be considered.

6. Wear-and-Tear and Routine Maintenance

E-bikes contain parts that naturally wear through normal use. Manufacturer warranties commonly exclude normal wear to items such as tyres, inner tubes, brake pads, chains, cassettes/freewheels, cables, grips and similar consumable components.

A consumable part is not automatically excluded if it is genuinely defective rather than simply worn through normal use. Your statutory rights still apply to defects present when the goods were supplied.

Regular maintenance is important for safety and reliability. Please follow the manufacturer manual regarding tyre pressures, brakes, fasteners, chain/drivetrain care, battery storage and other service requirements. A lack of maintenance will only be relevant to a claim where it caused or contributed to the problem.

7. Batteries, Chargers and Electrical Components

Lithium-ion batteries naturally lose some capacity with age and use. Normal capacity degradation is not necessarily a fault. Manufacturer warranty thresholds for battery capacity, duration and mileage vary by brand and model.

Use only a charger and charging method approved for the relevant bike/battery and follow the manufacturer instructions for charging and storage. Damage caused by incorrect charging, inappropriate storage, water ingress, impact or unauthorised modification may be excluded from a commercial warranty where it caused the failure.

If a battery is swollen, leaking, unusually hot, has suffered significant impact damage, produces smoke or an unusual burning smell, stop using and charging it and contact Rocket Ebikes. If there is an immediate fire or safety risk, move away from the area and contact the emergency services.

8. Modifications and De-Restriction

Modifications, non-approved electrical parts, software/firmware changes or speed de-restriction can affect safety, road legality and manufacturer warranty coverage.

A manufacturer may decline a commercial warranty claim where a modification caused or contributed to the fault. This does not allow an unrelated statutory fault to be rejected automatically solely because the bike has been modified.

Customers are responsible for ensuring that any bike used on UK public roads is operated in a legally compliant configuration.

9. Repair, Labour and Shipping Costs

Where Rocket Ebikes is providing a repair or replacement as a statutory remedy for faulty goods, we will bear the necessary costs required by law, including appropriate postage, labour and materials.

A manufacturer’s commercial warranty may have its own terms regarding parts, labour, shipping and service centres. Those commercial terms do not reduce your separate statutory rights against Rocket Ebikes.

If you intend to use a local repairer and expect Rocket Ebikes or a manufacturer to reimburse the cost, please obtain approval before authorising chargeable work where reasonably possible. Unapproved work may not be reimbursable under a commercial warranty, particularly where we were not given a reasonable opportunity to diagnose or arrange the repair.

10. Damage on Delivery

Transit damage is dealt with under our Shipping & Delivery Policy and Returns & Refunds Policy. Please contact us promptly if a bike or component arrives damaged and provide photographs or video where practical.

A manufacturer reporting deadline for a transport claim does not remove any statutory rights that apply where goods were damaged before they came into your physical possession.

11. After the Manufacturer Warranty Has Expired

We will still try to help with technical guidance, replacement parts and repair options after a manufacturer warranty has expired, subject to parts and service availability. Any chargeable parts, shipping or repair costs will be explained before you agree to them.

Expiry of a manufacturer warranty does not automatically mean that your statutory rights have expired. Whether a statutory remedy remains available will depend on the age of the product, the nature of the fault and the evidence available.

12. Subsequent Owners and Warranty Transfer

Transferability of a manufacturer warranty varies by brand. Some manufacturers permit the remaining warranty to transfer to a subsequent owner if valid proof of the original purchase is supplied; others restrict their commercial warranty to the original purchaser.

If you purchase a Rocket Ebikes product second-hand, contact us with the original order details where available and we will help confirm whether any manufacturer warranty remains transferable. Statutory rights arising from the original retail contract are separate from any transferable manufacturer warranty.

13. Contact Us

For warranty and aftercare support, please contact: