1. Overview

DUOTTS and ONESPORT warranty support covers eligible new electric bicycles against confirmed manufacturing defects within the applicable warranty period.

If your e-bike meets the applicable maintenance and usage requirements, Ecolymp will assist with diagnosis, warranty claim handling, replacement parts, repair support and after-sales communication.

This brand policy works together with Ecolymp’s general Return & Refund Policy, Warranty Policy and Shipping Policy.

2. Warranty Summary

DUOTTS and ONESPORT warranty coverage applies to confirmed manufacturing defects. Warranty solutions may include diagnosis, replacement parts, repair support, or other after-sales solutions depending on the issue.

If the issue or part falls outside the warranty scope, Ecolymp may still assist with diagnosis and help provide paid replacement parts where available.

3. Free Warranty Coverage Table

The following table summarizes the main DUOTTS / ONESPORT warranty coverage periods.

4. Warranty Claim Procedure

To process a DUOTTS or ONESPORT warranty claim, please provide clear evidence and written details of the issue.

1. Provide visual evidence. Send photos or videos showing the defect, together with a written explanation of the issue.
2. Support review. Ecolymp Support will review the evidence and may request additional photos, videos, labels, codes or troubleshooting information.
3. Defect confirmation. Once a manufacturing defect is confirmed, replacement parts or another suitable solution may be arranged.
4. Parts dispatch. Replacement parts are only shipped after required proof has been received and the claim is approved.

Warranty parts are generally handled within 1–10 business days after the required information is submitted, depending on part availability, warehouse processing and case complexity.

Warranty parts may be shipped by UPS, FedEx, DHL or another suitable carrier depending on size and warehouse arrangement. Expedited shipping is not normally available for warranty parts.

5. Return & Exchange Policy

DUOTTS and ONESPORT products may be eligible for return within 30 days from the date you receive the product, subject to approval and return conditions.

To qualify for a return, the item must normally be in original condition, unused, complete, and returned with all original packaging and accessories.

• The e-bike must be unworn or unused.
• The display should show less than 10 km of mileage.
• Original packaging must be included.
• Charger, keys, hardware, manuals and included accessories must be returned.
• Proof of purchase is required.
• Returns must be approved before the product is shipped back.

If the product affects normal operation within the return period, Ecolymp may accept the return and issue a refund after verification. For minor defects, compensation or replacement parts may be offered instead.

Returns sent without prior approval will not be accepted.

6. Damages, Defective or Incorrect Items

Please inspect your order immediately upon receipt. If the product is defective, damaged, incorrect, or missing parts, contact Ecolymp Support as soon as possible so we can evaluate the issue.

• Order number
• Tracking number
• Product model and color
• Photos of the outer packaging and shipping label
• Photos or videos showing the damaged, incorrect or defective item
• Description of the issue

For shipping damage, please keep all packaging and photo evidence. Depending on the damage severity and verification result, Ecolymp may offer replacement parts, replacement product, repair support, compensation or refund.

7. Non-Returnable or Restricted Return Cases

The following cases may be non-returnable or subject to refusal, delay or deduction:

• Products purchased from unauthorized dealers.
• Damage caused by human error, misuse, accident or improper operation.
• Modified products or products repaired without authorization.
• Gifts, promotional items or selected special items.
• Online accessory purchases such as fenders, gift boxes, frames, helmets, controllers, phone holders, pumps, covers, locks, mirrors and similar items.
• Additional accessories purchased separately where the customer ordered the wrong part or compatibility was not confirmed.
• Used products or products that no longer meet return-condition requirements.
• Second-hand products or products without valid proof of purchase.

8. Warranty Exclusions

DUOTTS and ONESPORT warranty does not normally cover:

• Consumables and normal wear parts such as brake pads, tires, inner tubes, chains, rims, cables, housings, grips, spokes and similar components.
• Damage caused by collisions, fire, accidents, overloading, misuse or lack of maintenance.
• Damage caused by environmental factors such as acid rain, volcanic ash, sea salt, bird droppings, hail, UV exposure or similar exposure.
• Use inconsistent with the intended e-bike purpose.
• Exceeding weight or speed limits stated for the model.
• Exposing the e-bike or battery to extreme temperatures for extended periods.
• Submersion in water or other liquids.
• Exposure to floods, storms or hail.
• Attempting to modify, reprogram or tamper with the electronic system.
• Improper battery maintenance or failure to follow the user manual.
• Unauthorized modifications or repairs.
• Stolen bicycles.

9. Shipping Policy

DUOTTS and ONESPORT e-bikes are commonly shipped from a Poland warehouse, depending on product availability and destination.

In-stock orders are normally processed within 1–2 business days, excluding pre-orders. Estimated delivery is usually 3–7 business days depending on your location and local courier conditions.

Free ground shipping may be available for eligible e-bike orders to supported European countries. Accessories and parts may have different shipping rules.

Order Tracking

After your order has been shipped, tracking information will normally be sent by email. Tracking updates may take extra time due to local courier delays or carrier scanning schedules.

Pre-orders

Pre-ordered items ship according to the estimated delivery date listed on the product page. In-stock items normally ship within 1–2 business days.

Order Cancellation

You may cancel your order before it ships for a full refund. Once shipped, orders cannot normally be canceled and may need to follow the return process after delivery.

Delivery and Signature

Due to the high value of e-bikes and lithium batteries, delivery may require a signature or visual confirmation upon receipt. Couriers are generally not permitted to leave packages unattended.

10. Shipping Protection and Delivery Claims

Some DUOTTS / ONESPORT orders may offer optional shipping protection. If available and selected, it may help cover lost, damaged or misdelivered packages according to the applicable claim rules.

To file a shipping claim, email Ecolymp Support with your order number, issue description, tracking number, photos or screenshots and contact details.

11. Contact Support

For DUOTTS or ONESPORT warranty, return, shipping or replacement parts support, please contact Ecolymp Support before taking further action.