Terms of service
Warranty
Mastiebikes should be operated in accordance with the Mastiebikes owner’s manual provided with the bike. Mastiebikes warrants to the original registered purchaser that Mastiebikes shall be free from all defects in material and workmanship for a period of 12 months from the date of shipment, when used in accordance with the owner’s manual and for the purpose intended. All other obligations and conditions or liabilities, including obligations for consequential damages, are hereby excluded. The warranty is non-transferrable and only applies to the original owner. This warranty gives you specific rights and purchasers may also have other rights, which may vary by location. Damage caused by failing to adhere to instructions and warnings issued by Mastiebikes not covered under warranty. Warranty parts will only be shipped within India.
Parts covered by the warranty: frame, forks, stem, handlebars, headset, seat post, saddle, brakes (excluding brake pads), lights, bottom bracket, crank set, pedals, rims, wheel hub, freewheel, cassette, derailleur, shifter, motor, throttle, controller, wiring harness, LCD display (excluding damage due to water), kickstand, reflectors, and hardware. The battery warranty does not include damage from power surges, use of 3rd party charger, improper maintenance or other such misuse, normal wear, or water damage (including rust).
Accessories sold on Mastiebikes.com are not covered under warranty (except in cases of shipping damages).
Stolen bikes are not covered under warranty.
Necessary precautions must be taken to ensure the bike and battery are not exposed to severe weather conditions. Exposure to very wet, hot, or cold conditions may void the warranty.
We will replace any parts deemed to have been damaged during shipping. Shipping damage must be reported to Mastiebikes within 7 days of shipment arrival. This applies to all products including bikes and accessories.
You will NOT be refunded as compensation for your time or efforts replacing damaged parts.
Replacement parts will not be sent until photographic evidence has been provided to Mastiebikes. Mastiebikes may request additional documentation (such as video) to assist with accurately diagnosing the problem and processing the warranty claim.
Most warranty parts are fulfilled 1-3 days after the request is put into our system by a customer service representative. Warranty parts are sent using Local courier company depending on the size of the part. Warranty parts will not be expedited.
Items including the chain, tires, wheels, tubes, battery handle, brake pads, cables and housing, grips, and spokes are considered wear items. These items wear down with normal use and are not covered under warranty. You are responsible for replacing and maintaining these wear items.
Any unauthorized alterations or repairs are not covered and may void this warranty.
For warranty services, please contact Mastiebikes online support by email at goelectric@mastiebikes.com. Bikes or parts returned without proper documentation may result in delayed service or denied warranty coverage. Warranty return shipping costs along with duties and taxes are the responsibility of the claimant. All unauthorized returns will be refused.
Note that your insurance policies may not provide coverage for accidents involving Mastiebikes. To determine if coverage is provided, you should contact your insurance company or agent. Damage as a result of an accident is not covered under this warranty, and Mastiebikes is not responsible for repair or replacement of damaged bikes or parts.
Mastiebikes reserves the right to change its warranty at any time and without notice.
Customer Service
At Mastiebikes, we pride ourselves on our exceptional customer support. We promise to do our best to treat you with fairness, patience, and respect in every interaction. We kindly ask that you do the same with all members of our staff.
Mastiebikes reserves the right to refuse service, or to sell our products, to any customer who becomes belligerent, rude, or disrespectful. This can include but may not be limited to: suspension of warranty, issuance of refund, and/or termination of accounts/orders.
Pre-Orders
When pre-ordering a product from our website Certain Booking Amount could be charged.
During pre-orders Mastiebikes provides an estimate of when products may ship. We reserve the right to change the estimated shipping date at any time without notice.
A pre-order may be cancelled at any time before the bike has shipped for a full refund of the booking amount.
Bike Performance Disclaimer
The bikes listed range and top speed are estimates (not guarantees) of expected performance. Performance will vary with rider weight, cargo weight, rider /cargo shape (both contribute to drag), terrain, tire pressure, brake adjustment, throttle vs PAS usage, pedal power, battery charge level, ambient temperature and wind conditions. Under certain conditions it is possible to get ranges and top speeds that are different from the listed estimates.
Credit Card Chargebacks
If a credit card chargeback is requested on an order, and the customer is still in possession of the product or products within the order, the chargeback, refund, or credit will not be processed until the product has been returned to us. If we determine the customer will retain the product, the warranty may be suspended indefinitely based on the sole discretion of Mastiebikes. In most cases, once the chargeback is resolved the warranty will resume from the original date of shipping as outlined in the warranty without any extension for the time the warranty was suspended.
Direct to Consumer Model
Mastiebikes is strictly a direct to consumer business. Any other entity attempting to sell or distribute Mastiebikes is unauthorized. If you purchase your bike through a third party reseller your bike will not be covered under warranty because the warranty only applies to the original purchaser.
Liability Disclaimer
Riding any kind of bicycle comes with inherent risks and dangers that cannot be predicted or avoided. These dangers could result in a serious accident, injury, or death of the rider. It is the sole responsibility of the rider to become properly educated and prepared to ride safely. Once in possession of the bike, Mastiebikes strongly encourages and recommends that all customers have a certified and reputable bicycle mechanic complete a full inspection of each component on the bicycle to ensure it is safe for operation. Mastiebikes makes no claims or guarantees that the brakes, battery, frame, motor, motor controller, LCD Display, electrical cables, electrical cable housings, fasteners, grips, fork, stem, shifters, headset, seat post, seat post clamp, handlebar stem clamp, saddle, wheel hubs, handlebars, spokes, rims, tires, tubes, derailleur, freewheel, cassette, throttle, kickstand, lights, reflectors, hardware, bottom bracket, or any other part or accessory, will be properly secured and adjusted upon arrival. Before every ride fully inspect your bicycle to ensure everything is secured and adjusted properly.
Under no circumstances is Mastiebikes responsible for any damage resulting from damaged, defective, or improperly secured parts. This includes, but is not limited to, damage to personal property, personal injury, or death.