WARRANTY POLICY - hexalforce.com

Hexalforce E-Scooter Warranty Policy

Quality & Safety Certifications – CE | RoHS | FCC | UL

At Hexalforce, we are committed to providing you with premium, high-performance, and safe electric scooters. Below is our detailed warranty coverage and after-sales guide designed to fully protect your purchase and ensure your peace of mind.

🛡️ Warranty Coverage

1. Major Components – 1 Year (12 Months) Frame assembly, hub motor, controller assembly, handlebar, front body, dashboard/display, rear wheel yoke, brake box, disc brake assembly, folding handlebar stand, front fork, front fork tube rotating parts, control bus, and brake lines.

2. Core Accessories – 6 Months Battery, charger, brake levers, and thumb throttle (accelerator).

3. Wearable & Exterior Parts – 1 Month Bumper strips, headlight assembly, dashboard cover, handlebar cover, outer tires, inner tubes, bell assembly, fenders, taillights, decorative covers, kickstand assembly, battery compartment cover, footpads, charging port seat, and rubber plugs.

(Note: Allen wrenches and extended valve nozzles are considered complimentary consumables and are not covered under warranty.)

⚠️ Warranty Exclusions

The following situations are not covered under our free warranty service:

Unauthorized repairs, disassembly, or modifications.
Damage occurring after the specified warranty period has expired.
Damage caused by force majeure events (e.g., fires, earthquakes).
Water damage resulting from wading, submersion, or heavy rain.
Damage resulting from violent use, extreme riding/stunts, or excessive physical force.
Normal wear and tear from daily use.

🔧 Parts Compatibility & Shipping Notice

To ensure that replacement parts are perfectly compatible with your scooter and to expedite processing, we strongly recommend providing your Frame Serial Number (VIN) when purchasing replacement parts or requesting after-sales support.

For some of our high-performance models (such as the J11 PLUS and J15 MAX), parts may vary slightly across different production batches. Providing the frame serial number allows us to accurately verify compatibility before shipping, which helps us to:

Reduce the risk of mismatched parts.
Accelerate processing and shipping times.
Save you the hassle and time of unnecessary returns or back-and-forth communication.

If the frame serial number is not provided, we will process your request based on your existing order information by default. In this case, if compatibility issues arise later, additional processing time may be required. Thank you for your understanding—this helps us provide you with faster, more accurate after-sales service.

📦 Parts Warranty & Return Policy

Replacement parts come with a 30-day limited warranty starting from the delivery date, covering only manufacturing defects and non-human-caused failures.
Damage to parts caused by misuse, improper installation, accidents, or normal wear and tear is not covered.
Parts purchased separately cannot be returned or exchanged without a valid quality issue, and return shipping labels will not be provided.
For parts outside their warranty period, we are more than happy to offer ongoing technical support and repair advice, though free replacement services will no longer be available.

📞 Customer Support

If you encounter any issues or need to initiate a warranty claim, please feel free to reach out to the official Hexalforce support team:

Email: hexalforce@outlook.com
WhatsApp: (+852) 96549760

💡 Friendly Reminders

Keep the Box: We strongly advise keeping the original packaging for at least 15 days after receiving your scooter. This ensures safe transportation should a return or full-vehicle service be necessary.
Inspect Wearable Parts: Please check the condition of all wearable parts upon delivery, keeping in mind their 1-month warranty period.
Ride Safely: Always read and follow the guidelines in the User Manual carefully before your first ride.