We strive to make sure our items are accurately described so that people are clearly aware in advance of what they are getting, and anyone who has any doubts or questions we ask that you please contact us before placing an order. Nevertheless, it happens often enough that goods need to get sent back here whether for refund, exchange, or warranty.
If you purchased something in error and need to exchange it for a different product or model within 30 days, then so long as the original model is in new and unused condition it is no problem to trade it in towards the desired part. For instance, you may have ordered a Direct Plug-in Cycle Analyst without realizing that your controller is not compatible, in which case you would want to turn it in towards a Stand Alone model. Or you may have purchased a 26" hub motor conversion kit, only to realize later that your bike has 700c tires. In these instances, we will fully credit the amount of the original order to the new device, but you will be responsible for all back and forth shipping costs and for returning the item as described by our RMA shipping guide further down.
If you buy something and then change your mind and simply want to return it for a refund within 14 days of receiving it, then that is fine, but depending on circumstances we may charge a 15% restocking fee. Shipping is not refundable, and you are also responsible for returning the item to us as per our RMA shipping guide further down. We don't encourage either impulse purchasing or impulse refunds, so spend the time making sure you are getting suitable goods and be sure to email us before hand if you have any doubts.
Warranty covers items that fail when used within their normal operating parameters. Unlike big box retailers that pass on all warranty and return claims to manufacturers, we at GRIN generally have to absorb the full warranty cost with 3rd party products whose manufacturing is out of our control. The actual warranty details are particular to each product type:
We offer a 1 year warranty on Nine Continent and Crystalyte hub motors, and a 2 year warranty on the eZee hub motor. This warranty covers material and manufacturing defects in the motor itself, and not issues related to installation. For instance, the following items would not be covered by our motor warranty:
- Problems resulting from Axle Spin-out. Probably the most common reason motors need servicing is because the axle is not properly restrained from spinning in the bicycle dropout. That is an installation issue and not a faulty motor issue. In fact, it means that the motor is doing exactly as it should. You can get axle spinout from: forgetting to adequately tighten the nuts, regen systems causing nuts to loosen, lack of a torque arm for systems that need a torque arm, inadequate dropout strength, etc. When a spinout occurs, it can damage the threads on the axle, it can sever the motor phase wires, it can short the phase wires against your hall sensors and fry the hall chips, and it can also cause your bike to crash and have other consequences. All of these things can be repaired, but none will be under warranty
- Water damage: Even on motors that are relatively well sealed such as the eZee and Nine Continent wheels, water can still get inside the motor if the connectors are exposed in a way that water can puddle up and track inside the cable housing. The consequences of water getting in the hub are corrosion of the steel stator, and eventual misbehaviour of the hall signals. Most of the time simply cleaning and drying out the hub will restore normal operation. It is very apparent when a motor has water damage, because on opening up the hub a small pool of rusty water will pour out.
- Overheating damage: Motors that are run for prolonged periods at well beyond their rated power levels will eventually get so hot inside as to cook the windings. This results in the enamel burning off the copper wire, the plastic insulation melting on the phase wires, demagnetization of the rare-earth magnets, and vapourization of oil from the ball bearings. If you want to avoid this, then keep the input power of the eZee, Nine Continent, and Crystalyte 400 series motors below 1000 watts, and the Crystalyte 5300 motor below 2000 watts. Damage caused from running the motors above these levels is not covered under warranty. Higher power levels can work fine for short time periods, but in sustained use the above problems will show up.
- Broken Spokes: Spokes breaking is not something unique to hub motors but is something that can happen to bicycle wheels in general. Heavy loads, hitting potholes at high speeds, and neglecting to periodically check and adjust spoke tension, are all common causes of broken spokes. We recommend checking your spoke tension after the first 2 weeks of riding the bike, as even a wheel that is tight out of the box may need a break in period for the spoke heads to seat properly in the flange.
Examples of things that it would cover:
- Damaged nylon gear in eZee hub
- Damaged freewheel mechanism
- Sheared side covers
- Bad ball bearings
- Cracked spoke flange
- Bad connector: In some cases, either the hall or phase connectors are not done well and become severed or loose. Our warranty will cover supplying new connectors, or even installing them, but it wouldn't cover back and forth shipping of a motor that just needs a connector replaced.
The Infineon and Crystalyte motor controllers have a 1 year warranty, and the eZee controller when used with the eZee hub is covered for 2 years. Warranty only covers the controller when used with 36V or 48V battery packs with our own hub motors. Some examples of things that would be covered:
- Severed wire inside the controller enclosure
- Random shorted mosfet when not caused from an axle spinout
- eZee controller showing LED flash pattern
Things that are not covered:
- Controller that fails when used with 3rd party motor system
- Corrosion of connectors from water exposure
- Controllers that are modified for more than 60V
We can't really warranty controllers that are used with 3rd party motor systems. It is possible to have a hub with very low winding resistance (think short circuit) which would fry the controller mosfets when throttling from a stall, as none of the controllers have pulse-by-pulse current limiting to protect them in this situation.
72V Modified: Although we currently offer Infineon controllers that use components which can handle 72V operation, we do not currently warranty them in this state.
Batteries and battery chargers have traditionally been our largest source of warranty support. Right now, we are trying to tackle this and are only selling quality lithium packs developed in partnership with eZee and AllCell. The battery and charger warranty is 1 year, and it would cover things like:
- Faulty BMS circuits that trips below rated current or cause premature pack cutout
- Pack that delivers less than 80% of its nominal capacity at a 1C discharge rate
- Internal cell tab weld coming loose
Warranty does not cover:
- Lithium batteries that have self discharged below 2V/cell from being left on the shelf for an extended period of time
- Water damage, which does not affect the cells but can lead to unreliable BMS circuit behaviour
- Lithium batteries are liable to self-discharge over time because the BMS circuit itself draws current from the battery pack. Although the amount of current is usually small ( < 1mA typically) it is still enough to kill a battery in 1-2 months if it is stored in an initially flat state. If you plan to store a lithium battery, be sure to top it up with a charger at least once a month.
Often, we get issues that are wiring related, such as a fuse holder that starts to melt from being loose, or a connector that gets corroded. In these instances, we will send or replace just the wiring part.
We offer a full 3 year warranty and lifetime support on most of the components that we manufacture ourselves, including the Cycle Analyst, DC-DC converters, Cycle Lumenators lights, and torque arms. The one exception is the front and rear waterproof LED ebike lights; on those we offer a lifetime warranty.
With regards to the Cycle Analyst, warranty will cover everything when used within the specified operating range, including water damage caused while using the Cycle Analyst in raining conditions, but not if the Cycle Analyst was submerged in water or similar.
The Cycle Analyst does have advanced features that require the user to do their own custom wiring to the circuit board. Improper wiring can easily damage or fry components on the Cycle Analyst. This is a user fault not covered under warranty, though in most cases the board can still be repaired for a fee.
All Other Products
Anything sold by us not included under motors, batteries, controllers, or GRIN products is covered under a one year warranty. This includes such items as throttles, freewheels and miscellaneous connectors/cables/tools. This warranty does not include water damage.
Return Shipping Procedure
You must email or call us to obtain a Return Materials Authorization (RMA) number before sending anything back to our shop. Please explain in detail why you think a part is faulty and under exactly what circumstances it failed. We may request you do several additional tests so that we are confident in the diagnosis of which part needs repair. We will then issue an RMA# for bringing the item back to us. If the item is being shipped, please write the RMA number clearly on the package label, and send to:
Grin Technologies Ltd.
950 Powell St
Vancouver, BC, Canada
For international orders, you will also need to fill out a customs form. On this customs form, it is crucial that you indicate the item is a warranty return (with the exception of UPS where it is very important it is listed as "Temporary Import For Repair"), and that it has a declared value of $10 or less. Please do not declare the cost of the broken item as its value, or else there will be brokerage and import charges improperly assessed at the border, and we will likely refuse to accept the shipment. This is especially true for anything sent by courier. For instance, a Cycle Analyst coming back via UPS ground with a value of $100 would have a $55 COD bill.
When packaging an item to return under warranty it is important that the packaging adequately protects the item from damage during shipping. This is particularly so for batteries and motors which are heavy and can be dented and bumped during shipping. If you require any advice about how to properly ship a warranty return to us please ask before sending because we cannot be responsible for damage caused during shipping.
How long does it take to process an RMA?
We are normally able to process an incoming RMA within 3 working days. This includes receipt and initial diagnosis. You will receive an email or phone call to discuss whatever issues we may have found with the item and at the same time we can provide a timeline and estimate for repair if necessary.
The actual repair of hub motors, battery packs, and motor controllers is a specialized and time intensive process. It will usually take at least 1 week and more often 10-15 days for us to get to the bottom of a technical issue and have an item repaired, retested, and ready to ship back. We will keep you informed if the process will take more than 2 weeks.
Who pays for warranty shipping?
That depends on the particular situation:
a) In the majority of cases, the customer would be responsible for shipping the failed device back to us, and we would cover shipping the repaired or replacement part to the customer.
b) In cases where there is a clear failure in a product early in its life, then at our discretion we will cover shipping both ways. We will refund the return shipping after the product has been received and we are shown a receipt with the shipping amount.
c) In instances where the customer sends something back to us for warranty and we find that it is working fine and not defective at all, or has a very minor issue that could have been solved without shipping the entire item, then the customer would be responsible for shipping both ways.
d) In cases where the RMA shipping guidelines are not followed and there is a brokerage fee to receive the warranty item, then we will also charge this back to the customer.
I'm tech inclined and think I can fix it myself; does that void the warranty if I do?
No, we always like to work with and support customers who are resourceful enough to fix an issue on their own, and we will provide plenty of tech support over email to guide you through the process. It saves wasted time and expense in shipping and it can be a useful and fun learning process. Please contact us prior to attempting a DIY repair, however, as some things have non-obvious complications.
For non-warranty repair and service work on ebike parts, our standard shop rate is $60/hr, or $90/hr for rush jobs.