What Happens After You Submit a Support Request?Updated 3 hours ago

After you submit the Warranty Claim & Repair Request form, Ridewave reviews the information to understand the issue and choose the most suitable support path.

Submitting a request starts an assessment. It does not automatically confirm warranty coverage, a free repair, replacement part, refund, labour reimbursement or a particular timeframe.

Step 1: We review the information

We review the order or proof of purchase, product model, written description, photos, videos and any error codes. We may also consider the product’s condition, purchase channel, servicing history, reported impact or water exposure, and whether any modification or third-party work has been completed.

If the evidence does not show the issue clearly, we may ask for additional photos, a stationary video or another safe check. This is to avoid sending an incorrect part or recommending unsuitable work.

Step 2: We identify the support route

After review, the next step may be one of the following:

• safe troubleshooting guidance or a simple adjustment;
• normal paid servicing at a suitable bike shop;
• a replacement part, subject to compatibility, availability and any applicable cost;
• warranty assessment for an eligible defect;
• approved local technician or bike-shop support for a more complex repair; or
• a freight, transit-insurance or safety process where the concern relates to delivery damage or a damaged battery.

For a possible warranty issue, Ridewave will determine whether the specific circumstances fall within the written warranty and any applicable consumer-guarantee obligations. For an out-of-warranty or non-covered issue, we can still discuss paid parts or repair options before anything is arranged.

Step 3: We confirm the proposed action

Where a part, repair or service is appropriate, we will explain the proposed next step. If there is a charge—for example for an out-of-warranty part, freight or workshop labour—we will confirm it before proceeding.

For warranty-related repair work, do not authorise a third-party repair or expect reimbursement unless Ridewave has approved the work in writing first. This is especially important for electrical systems, batteries, motors, brakes and structural components.

Help us respond efficiently

Please keep the original packaging where a delivery concern or return may need to be reviewed. Reply promptly if we request more information, and avoid sending multiple duplicate forms for the same issue unless our team asks you to do so.

If the product is unsafe to ride, stop using it until the issue has been assessed. Do not charge a battery that is damaged, wet, overheating, swollen, leaking, smoking or emitting vapour.

Need help?

If you need to add information to an existing request, contact Ridewave with your order number and the details you would like to add.