What to Include in a Warranty ClaimUpdated 41 minutes ago

Clear evidence helps us understand a possible product issue and work out the right next step without unnecessary back-and-forth. Before submitting a claim for your Ridewave e-bike, e-trike, battery or accessory, use the checklist below.

Submitting a claim starts a review; it does not confirm warranty coverage or a particular outcome. We assess each case against the product, purchase details, evidence and our warranty terms.

Start with these details

Please include:

• your order number or proof of purchase;
• the product model and, where accessible, its serial number;
• the name and email address used for the order;
• when the issue began and whether it happens every time or only in certain conditions;
• whether the product has been involved in an impact, water exposure, recent transport, repair, service or modification; and
• any error code, warning message or unusual display/charger light.

If the product was bought from an authorised Ridewave dealer, please contact that dealer first. They can work with Ridewave on the claim.

Send evidence that matches the issue

Motor, pedal-assist or throttle issue

Send a short stationary video showing the display powered on, the selected assistance level and what happens when the issue occurs. Explain whether the brake light stays active, whether the speed reading changes, and whether an error code appears. Never film while riding.

Battery or charging issue

Send a photo of the charger label, battery and charging port, plus a short video showing the Ridewave original/approved charger connected to the wall and battery. Include the charger light before and after connection. Do not charge a battery that is swollen, damaged, unusually hot, wet, smoking or has a burning smell.

Display, light or electrical issue

Send a short video of the normal switch-on attempt and clear photos of the display, light or visible cable area. Photograph any warning/error code clearly. Do not remove screws or unplug hidden electrical connectors to take photos.

Brake, gear, wheel, frame or accessory issue

Start with one wide photo showing the full vehicle or accessory in context, then add close-up photos from more than one angle. For a noise, movement or rubbing issue, a short stationary video is often more useful than a single photo.

Take safe, useful photos and videos

Use good light and keep the affected area in focus. Show the issue clearly without placing hands, phones or clothing near moving wheels, chains or brakes. Do not dismantle safety-critical parts, open electrical components or make temporary repairs just to create evidence.

If the vehicle feels unsafe to ride, stop using it. If a battery or charger shows danger signs, stop using and charging it immediately.

Before arranging a repair

Please contact Ridewave before authorising a third-party repair for a possible warranty issue. Any repair work and associated costs require written approval before they are carried out.

Routine maintenance—such as tyre punctures, tyre/tube replacement, brake adjustment, gear tuning and chain lubrication—may require normal paid servicing rather than warranty assessment. We can still help you work out the appropriate next step.

Submit your claim

Use the Ridewave warranty claim form to submit your details and evidence. If you need help completing it, contact Ridewave, call 0468 095 888, or email [email protected].