The OnEll range has an advertised 12-month contractual warranty from the sales invoice issue date for manufacturing and transportation defects, subject to the offer and the warranty document accompanying the product. This coverage supplements consumers' statutory rights and does not reduce them.
Statutory and contractual warranty
For durable products, the CDC establishes 90 days from delivery to report apparent or readily identifiable defects. For hidden defects, the period starts when the problem becomes apparent. The written warranty and offer form part of the contract; a contractual interpretation cannot remove applicable statutory protection.
Keep purchase details and the invoice. If you cannot find the document, contact support with other information that identifies the purchase. Not having a copy on hand does not automatically result in refusal of a right when the purchase can be proven.
How to request assistance
Use warranty support or email suporte@onell.com.br. Provide the model, order identification when available, a description of the problem, and contact details for a response. Photos or videos may help the assessment, without replacing the necessary review or becoming an impossible requirement.
The reference number displayed by the form identifies your request. The team will explain the checks, shipping, or appropriate solution. Responsibility for costs follows the cause of the problem and applicable rights; an assessment does not authorize automatic charges or paid services without a quote and consent.
Assembly and first use
Follow the specific instructions supplied with your model. Before using the bike, check fasteners, wheels, brakes, steering, and any folding mechanisms. Do not use a product with looseness, a damaged part, or operation that compromises safety. Ask for guidance if you are unsure about assembly or adjustment.
For folding models, confirm that the frame is locked before use. Follow the model's stated capacity and maintain the product according to its instructions. General guidance on this page does not replace tightening, assembly, or maintenance specifications in the manufacturer's manual.
Assessment of improper use or external damage
Damage proven to result from use incompatible with the intended purpose, external impact, or incorrect assembly may fall outside contractual coverage for the alleged defect. Any conclusion must consider the cause of the problem and be explained to the customer. A modification or maintenance does not automatically void the entire warranty if unrelated to the reported defect.
Normal component wear is different from a manufacturing defect. The assessment must consider actual use, time, and conditions. These terms do not remove responsibility for inadequate instructions, an unsafe product, manufacturing defects, or other statutory rights.
Time limits and available remedies
As a general rule, the statutory period to remedy a defect is up to 30 days, subject to cases requiring immediate resolution and other rules in Article 18 of the CDC. If the problem is not resolved within the applicable period, the consumer may choose replacement, reimbursement, or a proportional price reduction under the statutory terms.
Withdrawal from online purchases, an incorrect product, damage on receipt, and refunds are detailed in the Exchanges and Returns Policy. Do not delay submitting your request while waiting for a document or informal guidance.