Warranty Info / Shipping / Return Policy

Warranty Policy LIMITED WARRANTY AND POLICY ON REPLACEMENT PROCEDURES & RESPONSIBILITIES Stealth Custom Ebikes, Stealth Hunting Ebikes, STH and FACEOFF ebikes are mutually included under Face-Off Industries LLC. Any and all references to Stealth Custom Ebikes, Stealth Hunting Ebikes, STH or FACEOFF fall under Face-Off Industries LLC. It is understood that any future references; written or spoken, to Stealth Custom Ebikes, Stealth Hunting Ebikes, STH or FACEOFF. Are one and the same with Face-Off Industries LLC. All bikes are covered under our manufacturer's all-inclusive warranty for the original owner against all manufacturing defects. Due to different production batches or improvements, different parts & accessories applied will be changed without prior notice. and we guarantee that equal or higher quality of the changed ones will be used for instead. so that difference parts & accessories cannot use as the reason for quality return and/or after-sales service application. WARRANTY PERIOD AND TARGET AUDIENCE TERMS The warranty would be registered automatically when the initial purchaser ordered it in the online shop. So the warranty is under the INITIAL PURCHASER and the warranty date would be started since the initial owner has received it. As for the warranty transfer, the ebike transfer can only enjoy the warranty when the following two conditions are met at the same time: 1. The under-warranty package hasn't expired since the initial owner has received it. 2. You have the initial owner's name & the initial order number. COVERED PRODUCTS FACEOFF Ebikes will replace any component that is deemed to be defective or damaged (including damage incurred during shipment) without user error. The warranty covers the listed products and follows the terms below: FRAMES: FACEOFF Ebike frames are covered by a replacement warranty for 5 years base on frame production date. This warranty includes a replacement frame only. Labor charges to changeover parts to replacement frames are not included. Changeover labor must be performed by an authorized dealer. FACEOFF Ebikes reserves the right to use scratch and dent stock when replacing a frame under this warranty. Frame styles and/or colors not in stock may be replaced with a compatible style and/or color at the discretion of FACEOFF Ebikes. Frame issues that are excluded from this warranty include but are not limited to: Corrosion Paint fade, scratches, impact marks Impact damage Non-reversible modification (drilling/welding) Chain guard mount to the frame if applicable BATTERIES Batteries are covered by a 2-year prorated warranty. At 85% and above, the capacity of battery is considered as a good health after 2 years of natural use. During 2 years of service – A defective battery will be repaired or replaced at no cost to the customer. The warranty period for a repaired or replaced battery remains unchanged based on the original purchase date. No cash reimbursement will be made. No warranty for defects or damage caused by water ingress. The forward & return freight that item ships to official maintaince & repair department is on your own expense. Batteries can be assessed and found defective directly by Stealth Custom Ebikes only. After the first year of service – A prorated credit, based on months of service, will be applied toward the purchase of a new battery (More detail, see below). Batteries purchased at pro-rated cost will have a new one-year warranty based on the pro-rated purchase date. Within 6 months -20%*sale price credit Within 12 months -10%*sale price credit Beyond 12 months -6%*sale price credit Then the credit will be refunded to the purchase account after the purchase finished, please contact the service team at Stealthcustomebikes@gmail.com In addition, with respect to the battery, this Limited Warranty does not cover defects or damages: Caused by charging by a battery charger not intended or appropriate for use with the Battery or the improper use of a battery charger. Where any of the seals on the battery are broken or show evidence of tampering. Where the Battery has been used in equipment other than the bike for which it is specified. OTHER PARTS & COMPONENTS: Original other parts & components are covered by limited warranty, as following: 12 months: Mid-drive/Hub motor, Fork, Headset, Battery Base, Display, Controller, Pedal Sensor, Speed Sensor, Throttle, Motor Switch, Charger, Brake Lever, Dual Battery Converter, Programmer, Rear Shock, Rim, Bottom Bracket, Crankset, Disc Brake Caliper, Handlebar, Stem, Seat Post, Seat Post QR. * Note: the forward & return freight that the motor ships to official maintenance & repair department is on your own expense. 6 months: Pedal, Chain, Kickstand, Rear Derailleur, Derailleur Hanger, Front Light, Rear Light, Shifting Lever, Saddle Bag, Tailgate Pad. 3 months: Spoke, Cable & Wire. ROHLOFF HUB FACEOFF Ebikes Switchback can be custom ordered with a Rohloff Speedhub. The Rohloff Speedhub is an excellent internally geared (IGH) hub. The main benefit of an internally geared hub is the absence of an external derailleur and cassette assembly on the rear wheel of a bike. The Rohloff Speed hub has a reputation for being the only IGH hub robust enough to tolerate the torque output of the Bafang Ultra M620 motor. This IGH has the additional advantage of 14 internal gears with a wider gear range than any cassette. Rohloff Speedhub maximum input torque is 130 Nm; the maximum calculated input torque generated by the STH Switchback motor is under 100 Nm when using the 60T chainring and 26T sprocket. STH does not stock Rohloff components. Warranty, Disclaimers and Operating Considerations No warranty for Rohloff Speedhub related components STH does not stock Rohloff components or offer a warranty for the Rohloff Speedhub for several reasons. 1. Rohloff does not offer a manufacturer’s warranty. 2. The Speedhub replaces the Cassette/Derailleur, single speed components, which the motor can damage beyond repair when operating outside of the manufacturer guidelines. 3. Always pedal when changing gears. The gearing system has many attributes in common with bicycle gearing and can be damaged from the output torque of the motor, particularly during gear changes. Each STH Switchback comes equipped with a gear sensor (electronic clutch), which turns off the motor for one second when it senses a gear change. In power levels 4/5 and 5/5, the starting torque exceeds what most bicycle gearing can handle. If the gear change fails to complete when the motor restarts, the gear change could potentially result in significant damage to the gearing inside the Speedhub. For this reason, ALWAYS PEDAL DURING GEAR CHANGES, so the motor can restart with the gear fully engaged – STH further recommends that you perform gear changes in power level 2/5 or below to minimize starting torque after gear changes. The FACEOFF Switchback motor may damage the Speedhub or the rear wheel. FACEOFF Switchback produces enough output torque to accelerate wear on the Speedhub and the Speedhub output torque may damage the spokes on the rear wheel. Motor output torque may wear out the internal gears and/or the sprocket faster than advised by Rohloff. The torque from the Speedhub may also exceed the fatigue strength of the wheel spokes over time causing them to break. Broken spokes in the rear wheel can lead to accidents, injury including death. Your operation of the STH Switchback with the Speedhub may exceed the limits specified and unspecified by the manufacturer (Rohloff). Face-Off Industries, LLC (STH) cannot know the limits and does not know whether the prescribed maintenance of the Speedhub will or will not suffice to prevent premature wear to the Speedhub or damage to the wheel. STH strongly recommends you maintain the Speedhub per Rohloff’s directions and check rear wheel spokes before every ride NOT COVERED PRODUCTS: No warranty other than shipping damage. Ordinary wear and tear not the result of defects in workmanship or materials. Wear and tear can be assessed by FACEOFF Ebikes. Parts not typically covered include but are not limited to: Battery Case Battery Lock Key Fender Rear Rack Basket Bell Saddle Grip Brake Pad Brake Rotor Chain Guide Tire Chain Ring Sprocket Saddle Reflector Frame Hinge Free Tool Kit Free Accessories Free Gift Others Parts compromised due to corrosion due to the elements (moisture, heat, etc). Damage or deterioration of the surface finish, appearance, or aesthetics of the product. Labor charges for part replacement or changeover. Defects or damage resulting from accident, abuse, misuse, abnormal use (including but not limited to stunt riding, racing, or other similar activities not consistent with the intended use of the Products), improper storage, abnormal exposure to liquid, chemicals, moisture, abrasives, sand or dirt, neglect, or abnormal physical, electrical or electromechanical stress. Scratches, dents, and cosmetic damage not caused by FACEOFF Ebikes. The product that has the serial number or the bar code removed, defaced, damaged, altered, or made illegible. Defects or damage to the Products caused by the use of accessories, products, or ancillary/peripheral equipment not furnished or approved by FACEOFF Ebikes with the Products. Defects or damage caused by man-made damage, self-modification, improper assembly, testing, operation, maintenance, installation, service, repair, or adjustment in a manner that varies from Assembly Instructions & Owners Manual. Defects or damage caused by artificially installed accessories that do not match the vehicle, so that the original accessories and other accessories are damaged, or errors cannot be technically identified and analyzed. Defects or damage resulting from external causes, such as collision, fire, flooding, windstorm, lightning, earthquake, exposure to weather conditions, theft, blown fuse, or improper use of any electrical source. EXTENDED WARRANTY The warranty items covered by this paid service include Display, Controller, Battery, and Motor. REFUND POLICY If you are not happy with your FACEOFF Ebikes product, you may return the UNUSED product within 30 days from the original order date for a refund or replacement. To qualify for refund or replacement, unused products must be returned in their original packaging with all tags, stickers, and product accessories attached. RETURN PROCESS Contact FACEOFF Ebikes at 906 236-2884 to obtain a Return Authorization (RA) number. You will be asked for your order information and reason for return. Returns must include the issued RA number on the box. The return will not be accepted without the RA number. Return the unused product, in its original box with all tags, accessories, manuals, decals, and accessories within 30 days of the original purchase date for an exchange or refund. Non-defective returns will be charged a 20% restocking fee. Returns without the complete, original packaging will not be accepted. Shipping and handling is non-refundable except in the case of defective merchandise. Shipping and insurance for returned merchandise must be pre-paid by the customer. FACEOFF Ebikes will schedule a UPS pickup coordinated through Bike Flights. Please allow 4-6 weeks from the date we receive the return for the credit check. This refund will be less any original shipping fee and the 20% restocking fee. Except as expressly provided, this Site, including all Site Content, and services provided on or in connection with this Site are provided on an “AS IS” and “WITH ALL FAULTS” basis without representations, warranties or conditions of any kind, either express or implied. WE DISCLAIM ALL OTHER REPRESENTATIONS, WARRANTIES, CONDITIONS AND DUTIES, EXPRESS, IMPLIED OR STATUTORY, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES, DUTIES OR CONDITIONS: (A) OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR USE, RESULTS, TITLE, AND NON-INFRINGEMENT; AND (B) CREATED BY TRADE USAGE, COURSE OF DEALING OR COURSE OF PERFORMANCE. We do not represent or warrant that this Site is accurate, complete, reliable, current or error-free. We do not represent or warrant that this Site or our servers are free of viruses or other harmful components. Exclusivity of Remedy; Limitation of Liability Your sole and exclusive remedy, and Our sole and exclusive liability, for any breach of warranty shall be your right to return the product, or receive a refund for the service under Our applicable returns and exchanges policies. IN NO EVENT SHALL THE WE OR OUR RELATED PARTIES, BE LIABLE FOR SPECIAL, INDIRECT, INCIDENTAL, OR CONSEQUENTIAL DAMAGES, INCLUDING LOST PROFITS OR LOSS OF BUSINESS, EVEN IF THEY HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, NOR SHALL OUR AND OUR RELATED PARTIES’ AGGREGATE LIABILITY, WHETHER IN CONTRACT, WARRANTY, TORT (INCLUDING NEGLIGENCE, WHETHER ACTIVE, PASSIVE OR IMPUTED), OR OTHER THEORY, ARISING OUT OF OR RELATING TO THESE TERMS OR THE PURCHASE OR USE OF ANY PRODUCTS OR SERVICES PURCHASED THROUGH THIS SITE EXCEED THE PURCHASE PRICE OF THE PRODUCT OR SERVICE. THE LIMITATIONS SET FORTH IN THIS PARAGRAPH WILL NOT LIMIT OR EXCLUDE OUR OR OUR RELATED PARTIES’ GROSS NEGLIGENCE, FRAUD, INTENTIONAL, WILLFUL, MALICIOUS OR RECKLESS MISCONDUCT. REMEDIES You agree that our remedy at law for any actual or threatened breach of these Terms would be inadequate and that we shall be entitled to specific performance or injunctive relief, or both, in addition to any damages that we may be legally entitled to recover, together with reasonable expenses of any form of dispute resolution, including, without limitation, attorneys’ fees. No right or remedy of ours shall be exclusive of any other, whether at law or in equity, including without limitation damages injunctive relief, attorneys’ fees and expenses.