[NYC] VORO Warranty Policy

VORO products cannot be used to support weight tolerances above those listed above. Our limited warranty will be void if the VORO product is subjected to conditions outside of the weight tolerance as a part of improper use.  

VII. WHAT THIS WARRANTY COVERS. We warrant that during the warranty period, the product will be free from defects in materials and workmanship starting from the time of purchase. This limited warranty is based under the specific conditions that our products are used as directed in its instructions. This coverage includes replacement or repair of the following original manufacturer parts (OEM) with restrictions:  

• • Motor(s);  
  • Battery;  
  • Controller;  
  • Voltmeter;  
  • LCD display, only at initial receiving of the VORO product; or  
  • Throttle.  

You may only make a warranty claim for individual parts once during the coverage period. For example, VORO will replace the motor under warranty the first time failure occurs, but subsequent motor replacements within the warranty period are at the cost of the customer.

Additionally, all electric scooters have recommended use and max load restrictions, with estimated performance using an average rider of 150 lbs. Although most scooters can carry 220 lbs or more, taller, heavier riders will experience limited performance ability and can tax the scooter's system. If VORO discovers that components of the electric scooter are repeatedly failing because it is overloaded, VORO reserves the right to refuse subsequent claims for the same components.

VIII. WHAT THIS WARRANTY DOES NOT COVER. Both our 1 year limited warranty and 6 month limited warranty do NOT provide coverage for replacement or repair of the following:  

• • Frame, lights, and button consoles  
  • Screws, nuts, bolts, safety pins, and other similar small components  
  • Products that are used as rental units, for commercial use, or in competition
  • Damage or failure due to:
    • Aging, normal use, wear and tear, or use of improper cleaning solvents or chemicals;
    • Overexposure to water, heat or cold (e.g., left outdoors);  
    • Improper use and damage from accidents;
    • Negligence;
    • Improper storage,
    • Improper care during shipping.  

  • Damage or repair of any third-party accessories or parts.  

Proper maintenance, use and storage are essential when owning an electric scooter. For example, if the scooter is left in storage and the battery drains completely, it may degrade so badly that it can no longer hold charge. If the scooter is not properly maintained or stored causing components to fail, that is not covered by the warranty.

Additionally, the following actions will void the warranty:  

• • Unapproved modifications to the product*  
  • Weather-related damage (water, heat/sun exposure)  
  • Incorrect use, incorrect repairs or diagnosis made by the customer or a non-VORO technician or any other third party.  

*Electric scooter modifications include hardware and software changes to the product outside the spectrum of basic maintenance and can be done by professional technicians or individual owners. Modifications completed by VoroMotors do not void the warranty. Modifications completed by the owner (DIY) with or without guidance from VoroMotors void the warranty.

Please note that the warranty does not cover labor costs, shipping costs or reimbursement for inconvenience during repair or incidental damage of other property related to repairs unless otherwise discussed in this warranty policy.  

IX. UPGRADES. The warranty does not cover upgrades to parts during repair (for example, if the original motor is 600W and you want to upgrade to 1000W, it would not be covered under warranty and would be an additional charge).  

X. RESPONSIBILITY FOR DEFECTIVE GOODS. OUR RESPONSIBILITY FOR DEFECTIVE GOODS IS LIMITED TO REPAIR OR REPLACEMENT OR REFUND AS DESCRIBED BELOW.  

XI. WHO MAY USE THIS WARRANTY? VORO is located at 14350 Arminta Street, Panorama City, CA 91402 and VORO ("we") extend this limited warranty only to the consumer who originally purchased the product ("you"). It does not extend to any subsequent owner or other transferee of the product.

XII. WHAT ARE YOUR REMEDIES UNDER THIS WARRANTY? With respect to any defective product during the Warranty Period, we will, in our sole discretion either: (a) repair or replace such product (or the defective part) free of charge or (b) refund the purchase price of such product.  

XIII. WARRANTY CLAIM RESTRICTIONS. Both our 1 year limited warranty and 6 month limited warranty on new and refurbished units respectively include the following restrictions, which limit and/or void your ability to make a claim:  

1. 1. The warranty becomes active on the date of purchase of the product. If you purchased a VORO product with a 1 year limited warranty on January 15, 2021, it will be valid until January 15, 2022.  
   2. The warranty is non-transferable and non-renewable. If you acquire a VORO product from a private seller, the warranty does not transfer to you. If you are a private owner of a VORO product and sell it to someone else within your warranty period, your warranty is void.
   3. The warranty is void if the VORO product has been subjected to improper use including but not limited to subjecting the VORO product above the maximum weight tolerance for the product purchased and any of the issues listed in Section VII of this warranty.  

VORO reserves the right to determine eligibility of products for warranty claim. Claims for manufacturing defects of parts will be solely determined by VORO’s professional technicians. Claims may be denied if damages reported are not manufacturing defects but due to misuse and/or improper care.  

VORO reserves the rights to deny or void any new or existing warranty claims if VORO has provided 5 or more complimentary replacement parts/repairs and has provided reasonable care to the customer throughout the warranty coverage period.

XIV. HOW DO YOU OBTAIN WARRANTY SERVICE?  

VORO provides repair for products given they qualify for service:  

1. 1. To receive service under warranty, the product must be purchased directly from the VORO website (www.voromotors.com). You must have a valid sales receipt. If you purchased the product from one of our dealers, your warranty is registered with them, and you should make warranty claims directly.  
   2. The product cannot have been used for rental, commercial, or competition purposes.  
   3. Warranty claims made by customers in the continental United States within 30 days of delivery are eligible for replacement parts, cost of labor for repairs, and outbound shipping at no additional charge.
   4. Warranty claims made by customers in the continental United States after 30 days of delivery are eligible for replacement parts at no additional charge, but customers are responsible for the cost of labor for repairs and any outbound and inbound shipping fees.  
   5. Warranty claims made by international customers and customers in Alaska and Hawaii within 30 days of delivery are eligible for replacement parts and cost of labor for repairs at no additional charge, but are responsible for any outbound and inbound shipping fees.
   6. Warranty claims made by international customers and customers in Alaska and Hawaii after 30 days of delivery are eligible for replacement parts at no additional charge, but are responsible for the cost of labor for repairs and any outbound and inbound shipping fees.  
   7. If a chargeback is initiated on any purchase, VORO reserves the rights to deny or void any new or existing warranty.  
   8. The product must be within warranty period and ridden less than 10,000 miles to qualify for a warranty service claim.

XV. WARRANTY CLAIMS PROCESS.   Visit the claims page. Attach relevant videos, images and order information. It is important to be as detailed as possible. Failure to provide any supporting documentation as requested may lead to a denied warranty claim.  

Within 1-3 business days, you will receive instructions and/or follow-up questions for warranty claims. Depending on the repair, you may be able to complete the service yourself with technical guidance or will be instructed to ship the scooter to VORO for professional repair.  

XVI. REPAIR PROCESS. We want your downtime to be as short as possible, so we offer two options when you make a warranty claim: parts replacement (DIY) or repair service (professional).

Parts Replacement  

VORO will ship necessary replacement parts and components to you and provide guided assistance through written tutorials, videos, email, and phone/video calls. If the claim is made within 30 days of purchase, all costs are absorbed by VORO (including shipping parts from us to you (outbound) or of the scooter from you to us (inbound)). If the claim is made after 30 days of purchase, shipping costs are transferred to the customer.  

Repair Service (at VORO)

For customers in the continental United States, if your warranty claim is deemed valid but you do not feel equipped to make the repairs yourself within the first 30 days of purchase, VORO can arrange repair service and will cover inbound/outbound shipping, labor cost and parts. You are responsible for any incurred cost due to taxes, unforeseen part replacements and/or other third party costs. If you are near either of our VORO locations (Los Angeles, CA or New York City, NY), you can bring the product in during operating hours for service to avoid shipping charges. If you arrange repair service after the first 30 days of purchase, VORO will cover cost of parts but you are responsible for cost of labor, inbound/outbound shipping, any incurred cost due to taxes, unforeseen part replacements and/or other third party costs.

For international customers and customers in Alaska and Hawaii, if your warranty claim is deemed valid but you do not feel equipped to make the repairs yourself within the first 30 days of purchase, VORO can arrange repair service and will cover the cost of parts and labor. You are responsible for inbound/outbound shipping, any incurred cost due to taxes, unforeseen part replacements and/or other third party costs. If you arrange repair service after the first 30 days of purchase, VORO will cover cost of parts but you are responsible for cost of labor, inbound/outbound shipping, any incurred cost due to taxes, unforeseen part replacements and/or other third party costs.

XVII. PURCHASER’S RESPONSIBILITY. As the device’s owner, you are responsible for the performance and maintenance of your device. You may be denied a warranty claim if routine maintenance cannot be determined. In particular, you may be denied warranty coverage if your device or a component part has failed due to abuse, neglect, improper maintenance, or unapproved modifications. Routine maintenance includes but is not limited to checking and replacing brake pads, brake rotors, tires, inner tubes (when applicable), tightening and/or replacing screws, proper charging and storage, and so on. Some of these component parts should be routinely checked and replaced based on the owner's usage and are not constructed or intended to last the lifetime of the device.  

XVIII. LIMITATION OF LIABILITY

THE REMEDIES DESCRIBED ABOVE ARE YOUR SOLE AND EXCLUSIVE REMEDIES AND OUR ENTIRE LIABILITY FOR ANY BREACH OF THIS LIMITED WARRANTY. OUR LIABILITY SHALL UNDER NO CIRCUMSTANCES EXCEED THE ACTUAL AMOUNT PAID BY YOU FOR THE DEFECTIVE PRODUCT, NOR SHALL WE UNDER ANY CIRCUMSTANCES BE LIABLE FOR ANY CONSEQUENTIAL, INCIDENTAL, SPECIAL OR PUNITIVE DAMAGES OR LOSSES, WHETHER DIRECT OR INDIRECT.  

SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU. PLEASE CONSULT WITH VORO SHOULD YOU REQUIRE ADDITIONAL INFORMATION.  

3 EASY STEPS TO CLAIM YOUR WARRANTY

Step 1: Visit the  claims page here.
Step 2: Attached relevant videos, images and order information. It is important to be as detailed as possible. Videos/Images are MANDATORY when requested. Failure to provide any requested supporting documentation may lead to a denied warranty claim.
Step 3: Receive instructions or follow up questions for warranty claims within 1-3 business days.

OWNER’S WARRANTY RESPONSIBILITIES

As the device’s owner, you are responsible for the performance of the required maintenance. You may be denied a warranty claim solely because of your failure to ensure the performance of all scheduled maintenance.

As the owner, you should be aware that you may be denied your warranty coverage if your device or a part has failed due to abuse, neglect, improper maintenance, or unapproved modifications. For any issue regarding your VORO product, email support@voromotors.com.

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