Warranty & After-Sales Service
Drive with peace of mind. Because sustainable mobility is built for the long term.
At Ultima Mobility, every bike is designed to last, manufactured in France with recycled materials and an absolute commitment to quality. Our warranty policy reflects this commitment: transparency, responsiveness, and environmental responsibility.
What the warranty covers
All Ultima Mobility electric bikes come with a 2-year manufacturer's warranty from the date of purchase, valid in France and the European Union.
The warranty covers design, material, and manufacturing defects on the entire bike, including:
- Frame and fork: 2-year structural warranty.
- Electrical system: motor, integrated battery, and controller.
- Mechanical components: automatic gearbox, brakes, and drivetrain.
The warranty follows the bike, not the owner: If you have purchased a used Ultima bike that is less than 2 years old, you can still make a claim. We will simply ask for proof of purchase. You can take your bike to one of our partner dealers for inspection and prompt service.
What the warranty does not cover
The Ultima warranty does not cover the following situations:
- Accidental Damage: Collisions, falls, or external impacts
- Normal Wear and Tear: Wear and tear on tires, chain, brake pads (consumables)
- Lack of Maintenance: Absence of regular maintenance or damage due to inadequate maintenance
- Corrosion due to Negligence: Prolonged exposure to moisture without protection
- Use Outside Specifications: Use of the bike beyond the defined limits for its model
- Unauthorized Modifications: Alterations or modifications not approved by Ultima
- Cosmetic Changes: Discoloration or changes in hue due to environmental factors
If your situation does not meet the warranty criteria, don't worry. You can contact our team for a free inspection at an approved partner or explore our spare parts for common repairs.
How do I file a claim?
We want the process to be quick and easy.
- Submit your request online by completing the dedicated form on our support page. A detailed explanation of the problem and some photos of the bike (clean and well-lit) will help us expedite the process.
- Our expert team reviews your case: If you're unsure about the problem, don't worry – our technicians will perform a thorough diagnosis.
- We contact you to confirm the next steps: A member of our team will guide you and determine if a warranty repair is possible. If additional interventions are needed, we will offer them to you transparently.
- Processing time: The procedure generally takes 2 to 4 weeks, and we will keep you regularly informed of the progress.
If your situation does not meet the warranty criteria, don't worry. You can contact our team for a free inspection at an authorized partner or explore our spare parts for common repairs.
Alternatively, you can bring your bike in person. If you prefer a more personal approach, visit one of our partner dealers in your area. Our experts can inspect your bike on-site and discuss available solutions.
Ecological Commitment and Sustainability
At Ultima Mobility, a warranty is not an end, it's a commitment to durability. Unlike planned obsolescence, we design repairable bikes. Our frames are robust, our components standard where possible, and our network of dealers is trained to intervene quickly.
Are you unsure about the condition of your bike? Don't let a question linger. Our technical teams and dealers are here to advise you, whether you are under warranty or not.
Durability: Extend the life of your bike
At Ultima, we believe in lasting quality. Your bike was designed and manufactured in Europe to demanding standards.
Maintenance and advice
Regular maintenance extends the life of your bike. Consult our maintenance guides and our Ultima app for practical tips.
Ultima Refurbished Bikes
If you're looking for an economical and sustainable option, explore our range of reconditioned bikes. These bikes have been fully serviced and tested, and come with the same 2-year warranty.
Frequently Asked Questions (FAQ)
Is the warranty transferable?
Yes, the warranty follows the bike and is transferable to a new owner, provided that you notify us of the change of ownership via our contact form.
What to do in case of an accident?
The warranty does not cover damage caused by an accident. However, we can offer you a quick repair quote to get your bike back in working order.
Can I have my bike repaired by a local mechanic?
Absolutely. You can have routine repairs carried out by a professional of your choice. For work covered by the warranty, we will reimburse you upon presentation of the invoice and diagnosis.
How do I prove my purchase?
Keep your purchase invoice or order form. This is the only proof required to activate the warranty.
Is the battery covered after 2 years?
The Ultima battery is guaranteed for 2 years or 500 charge cycles, whichever comes first. It is designed to retain up to 70% of its original performance during this period.