Warranty & after-sales support
Support that keeps the route moving.
Clear coverage. Practical diagnosis. A support route built around the product you own.
Coverage snapshot
Coverage, clearly
Practical help for the parts that keep you moving.
MotionPapa’s limited warranty addresses eligible defects confirmed through our support process. Coverage applies to the original purchaser with valid proof of purchase and does not limit rights provided by applicable consumer law.
| Coverage period | Component group | Covered components | Coverage basis |
|---|---|---|---|
| 1 yearFrom original purchase date | Core drive system | Motor and controller | Eligible defects in materials or workmanship under normal use, subject to MotionPapa diagnosis and product-specific terms. |
| 1 yearFrom original purchase date | Battery | Original battery supplied with the product | Eligible functional defects confirmed by diagnosis. Normal capacity loss over time, improper charging, prolonged improper storage, water ingress and misuse are excluded. |
| 6 monthsFrom original purchase date | Charging | Charger | Eligible functional failure confirmed through the support and diagnosis process. |
| 6 monthsFrom original purchase date | Lighting & display | Front light, tail light, brake light and display | Eligible functional failure confirmed through the support and diagnosis process. |
| 6 monthsFrom original purchase date | Control & braking | Brake disc, electric brake and electric accelerator | Eligible manufacturing or functional defects confirmed by diagnosis. Normal friction wear and routine brake-disc replacement are excluded. |
Make a claim
Five clear steps.
- 01Contact support
Send the order number, model and serial number.
- 02Describe the issue
Tell us when it began and what happened.
- 03Share evidence
Provide the requested clear photos or video.
- 04Complete diagnosis
Follow only the safe checks requested by support.
- 05Follow the resolution
Use the written repair, parts or service route provided.
Important details
Know the boundaries before work begins.
Who is covered
The limited warranty applies to the original purchaser and requires a valid MotionPapa order number or other accepted proof of purchase. The coverage period begins on the original purchase date. These terms do not exclude, restrict or replace rights that cannot be limited under applicable consumer law.
Common warranty exclusions
Coverage does not include normal wear, consumables, cosmetic damage, collision or external-force damage, overloading, misuse, improper storage or charging, normal battery capacity loss, water ingress, flooding, natural events, unauthorized modification, non-original parts, or damage caused by unauthorized disassembly or repair.
Visible delivery issues
Transit damage, missing contents or an incorrect item should be reported to support@motionpapa.com within 2 calendar days of receipt with the order number, shipping label and clear photos or video. Keep the original carton and packing materials for at least 15 calendar days beginning the day after delivery. This reporting window helps us investigate shipping damage promptly; it does not shorten an applicable warranty or statutory consumer rights.
Repair and safety guidance
Contact MotionPapa before arranging repair or opening the product. Stop using the vehicle if continued operation may be unsafe. Never open the battery or electrical system unless specifically instructed by qualified support.
Parts and after-sales shipping
For a non-customer-caused failure confirmed as covered during the applicable warranty period, MotionPapa will provide the approved replacement part and cover shipping to the original order delivery address. Additional cost caused by a changed destination, expanded delivery route, unsuccessful delivery or reshipment may be the customer’s responsibility. After the applicable warranty period ends, the customer is responsible for replacement-part and shipping costs. MotionPapa continues to provide after-sales consultation for the lifetime of the product.
Available resolutions and replacement-part coverage
Submitting a claim does not guarantee a refund or complete vehicle replacement. Depending on diagnosis and eligibility, support may include troubleshooting, repair guidance, a repair video, an eligible replacement part or another solution confirmed in writing. A replacement part does not begin a new warranty period; it remains covered only for the unused portion of the original product’s applicable warranty period.
Need support?
Start with the right evidence.
Email your order number, product model, serial number and clear photos or video. We’ll help identify the next practical step.