Warranty Policy
1. Warranty and Guarantee
The warranty period for ebikes is as follows. If the customer finds non-human damage within the warranty period, we will send the replacement parts free of charge.
After the warranty period, the customer has to pay for the replacement parts and shipping fees. The e-bikes we sell are factory new regular products, all parts are the same as the original parts.
In order to facilitate customers to quickly solve problems with accessories, the accessories purchased separately are sold at cost price; therefore, except for DOA, they are not covered by warranty.
Please note: Second-hand e-bikes and modified e-bikes are not covered by warranty.
2. Warranty Coverage
| Item | Parts | Guarantee time | Service |
|---|---|---|---|
| Basic parts | Frame | 12 months | Natural deformation, open welding, desoldering and fracture phenomenon, and quality problems caused by poor manufacturing can be replaced. Self-modification and collision damage are not guaranteed. |
| Front fork Components, Handlebars, Folding tubes, Saddle tubes | 12 months | Self-modification and collision damage are not Warranty. | |
| Tire | 1 month | If the tire is punctured by a sharp object, the warranty will not be given if there is a problem with the tire due to insufficient tire pressure, passing through a speed bump, a pit, etc. Only if there is a problem with the quality of the product received, it is within the scope of the warranty. | |
| Saddles, plastic parts, brakes, brake rotors, brake pads, brake lines | 1 month | There is no warranty for parts collision damage etc. Man-made damage, self-modification, and parts damaged by collision are not guaranteed. | |
| Bracket, Fenders, Rear racks, Pedals, Grips, Cranks, Chainrings, Front hubs, Rear hubs, Chains, Ringer Shifters, Rear derailleur, Rear derailleur protective cover, Flywheel, Shock absorber, Bell, Horn, Lifting Lug, Connecting Rod Piece | 6 months | There is no warranty for parts collision damage etc. Man-made damage, self-modification, and parts damaged by collision are not guaranteed. | |
| Electric parts | Controllers, Chargers, Main/auxiliary cables, Display (LCD screen), Front and Rear brakes, Accelerators, Brake Levels, Pedal assistance Sensors | 6 months | Short circuit, burnout, and performance failures caused by poor manufacturing can all be replaced. Water ingress, artificially cut cables, natural wear and tear of brakes, and man-made damage are not covered by warranty. |
| Headlights, Taillights | 6 months | ||
| Motor parts | Motor | 12 months | Coil phase loss, burning, magnetic steel demagnetization, falling off, wheel shaft deformation and other quality problems cannot be repaired. The warranty will not be given if the wheel hub is deformed due to insufficient tire pressure, speed bumps, pits, etc. |
| Motor hall, Motor bearing | 12 months | Hall wire burnt out, abnormal noise or rupture of bearings. | |
| Battery | Battery box, Battery top cover, Battery bottom cover, Battery | 6 months | It can be replaced due to faults such as poor contact, power failure, no power storage, and capacity below 60%. Note: The warranty period of the battery will not be recalculated, and the replaced battery will be calculated according to the remaining date of the warranty period. No warranty replacement service will be provided for water or man-made damage. |
The following conditions do NOT qualify for warranty:
- Failure caused by the user's failure to use, maintain and adjust according to the "Instruction Manual".
- Users disassemble, repair and modify themselves, and failures caused by non-compliance with the rules of use.
- Failure caused by improper use or storage by the user, or accident.
- The cost of going to other repair shops for repairs without consent.
- Slight scratches or damage to the outer package box caused by the logistics transportation of the accessories are not warranted.
- Please contact us and obtain our written approval before sending any item back. Any products returned without acceptance will not be refunded.
- Consumable parts are not warranted , including tires, saddles, plastic parts, brakes, brakes rotors, brake pads, brake lines, surface scratches, etc.
3. How to Apply for Warranty
- Take clear photos or a short video showing the issue.
- Contact us with the following details via Email or WhatsApp:
- Problem description
- Photos/videos
- Order number
- Platform of purchase
Email: hello@jurastore.ae
WhatsApp: +971 52 335 0246
- Our team will assess the issue and provide a solution.
- If further diagnostics are required, we’ll send troubleshooting instructions and review your feedback.
- Once verified, we’ll confirm your address and ship the replacement parts.
4. Contact Us
Email: hello@jurastore.ae
WhatsApp: +971 52 335 0246
Phone: +971 4 447 0832
Hours: 10:00–19:00 (GST, Sunday–Friday)
Address: City Walk 2, near Hub Zero Dubai, Al Wasl, Dubai, UAE
Our team typically responds within one business day.
Frequently Asked Questions
Have additional questions about our electric vehicles? Reach out to our customer support team.
How does your shipping process work?
Jura Store Dubai delivers products to the address provided at the time of order. You can also specify an alternative address, such as your workplace or a friend's location. Delivery charges, if applicable, will be displayed during the order process. Orders are typically delivered within 3 to 5 working days after payment is received.
Can I pick up my order from the store?
Yes, you can pick up your order from our Jura Store branch in City Walk, Dubai, within three days from your order. This service is free for all orders.
Is free shipping available?
Free shipping is offered in Dubai for purchases of AED 1,000 or more, while orders above AED 5,000 in the other emirates of the UAE are also eligible for free delivery. For other GCC countries, shipping charges will apply.
Do you deliver to GCC countries?
Yes, we do deliver to all GCC countries: UAE, Saudi Arabia, Kuwait, Bahrain, Oman, and Qatar. Delivery times, shipping costs, and custom expenses vary depending on the country.
How can I return a product?
To return a product, contact us with details of the item(s) you wish to return, the quantity, and your reason for the return. If the product qualifies under Jura Store Dubai’s Terms and Conditions, we will arrange for pickup upon receiving your request. Returns must be made within 14 days of delivery in their original condition and packaging, including all provided accessories. Clothing must be unworn, in perfect condition, and have all labels or tags attached.
What should I do if I receive a defective product?
If you receive a defective product or one resulting from our error, it must be returned to Jura Store Dubai in its original condition within 14 days of delivery. We will arrange for pickup after receiving your return request. For tech products, defects must be validated by us or an authorized service center before an exchange or refund is issued.
