OnEll advertises a 12-month warranty from the invoice issue date, subject to the terms published by the brand. To request an assessment, organize the bike's identification, proof of purchase, and a clear description of the issue.

Check the terms before submitting a request

The reference for coverage and exclusions is the official OnEll warranty policy. This guide helps you prepare your inquiry; assessment depends on the brand's review and the terms applicable to the case.

If your question involves assembly, use, or work already performed, include that information in the conversation. Avoid assuming a situation is covered or excluded just because it seems similar to someone else's experience.

Gather the bike's information

Prepare a message with the following details:

  • Full model name and color.
  • Order number, if available.
  • Purchase invoice.
  • Description of what happened and when you noticed it.
  • Photos or video that help explain the issue.
  • Information about assembly or service related to the problem.

This information reduces the need to repeat details during support. Send documents through the channels the team specifies, keeping personal data out of public spaces.

Describe the problem without having to diagnose it

You can explain where you notice the change, when it happens, and whether anything changed recently. A description such as “the noise comes from this area when I make this movement” is more useful than assigning an unverified cause.

Do not disassemble the unit just to identify the part yourself. Ask support which images or information are needed for the assessment.

Follow the guidance you receive

Keep a record of the conversation and confirm the next step the team recommends. If you need to send a product or component, request the relevant instructions before preparing the shipment. The procedure depends on the issue; this article does not authorize a shipment.

To get in touch, visit OnEll support. If you need routine maintenance or a replacement-part inquiry, also see the maintenance and parts identification guides to help organize those requests.