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Warranty

ONSRA GmbH Warranty Policy

At ONSRA GmbH, we stand behind the quality of our products. Our warranty is designed to ensure your satisfaction and cover manufacturing defects as follows:

Warranty Coverage Skateboards: 

  1. CNC'd Trucks: Covered for four years from the date of purchase.

  2. Mechanical and Electronic Components: Motors, Deck, Enclosure, ESC, Remote, Charger, and Other Components: Covered for two years from the date of purchase.

  3. Battery: Covered for one year from the date of purchase. (Store at 50% charge in a cool, dry place to prolong battery life).

Warranty Coverage Bikes: 

  1. ONSRA engineered parts: Covered for four years from the date of purchase.

  2. Mechanical and Electronic Components: Motors, LCD, and Other mechanical Components: Covered for two years from the date of purchase.

  3. Battery and ESC: Covered for one year from the date of purchase. (Store at 50% charge in a cool, dry place to prolong battery life).

Note: This warranty applies only to products purchased directly from our website. Purchases from other sources are excluded. This warranty applies only to the original purchaser and is non-transferable.

Warranty claims must be accompanied by a valid proof of purchase.

What's Not Covered Under the Warranty

ONSRA GmbH’s warranty does not cover the following:

  • Wear and Tear Items: Wheels, Bearings, Bushings, and Grip Tape.
  • Improper Use: Damage from misuse, improper maintenance, or improper storage.
  • Non-Standard Damage: Any damage beyond normal use.
  • Unauthorized Repairs: Damage caused by unauthorized repairs or the use of unauthorized parts.
  • Accidents: Damage or injury to the rider, other objects, or the skateboard's accessories.
  • Odometer Limit: Products that have exceeded 2500km for skateboards or 5000km for bikes.
  • Battery Wear: Normal battery degradation from use.
  • Battery Misuse: Damage caused by incorrect charging, incorrect storage or leaving the battery uncharged for an extended period.
  • Overtightened Screws: Damage caused by overtightening screws.
  • Extreme Conditions: Damage resulting from impact, crashes, temperature, drops, or overweight usage (e.g., carrying more than one person).
  • Acts of Nature: Fire, flood, earthquake, or other natural disasters.
  • Non-Standard Use: Using the product in a manner other than for reasonable recreation or transportation.
  • Water Damage: Damage caused by riding through deep water or exposing the electronics to excessive moisture.
  • Software Tampering: Damage or issues caused by altering or modifying the device’s software or firmware.
  • Overloading (Battery): Damage caused by using third-party chargers or charging accessories not approved by ONSRA.
  • Overcharging: Damage caused by leaving the battery charging for extended periods (if this applies to your battery tech).
  • Unapproved Modifications: Damage caused by altering the structure or mechanics of the skateboard or bike, including frame, motor, or battery alterations.
  • Unauthorized Accessories: Damage caused by using unapproved accessories, such as third-party tires, motors, or electrical components.
  • Transport Damage: Damage sustained during shipping or improper transport, unless done by ONSRA-approved carriers.
  • Cosmetic Damage: Scratches, dents, or other cosmetic issues that do not affect the product’s functionality.
  • Battery Storage (Cold/Hot Weather): Damage from storing batteries in extremely hot or cold conditions outside of the recommended temperature range.
  • Improper Assembly: Damage caused by improper assembly.
  • Commercial: This warranty does not cover products used for rental or commercial purposes.

Shipping Costs

  • Domestic Warranty Returns: You are responsible for shipping costs to send the product to us. If your product is covered under warranty, return shipping within your country will be free of charge.
  • International Warranty Returns: You are responsible for both the shipping costs to send the product to us and the return shipping costs, regardless of warranty coverage.

We recommend using FedEx, DHL, or UPS for shipping your ONSRA product and keeping your tracking number for reference. Consider insuring your shipment for its retail value.

ONSRA GmbH is only responsible for packages that are signed for and received at our warehouse. For shipments that do not arrive at our facility, please contact your shipping service provider. We are not responsible for packages that do not arrive at your address or ours for any reason.

Customer Responsibilities

To ensure that your warranty remains valid, you must:

  1. Follow Care and Maintenance: Adhere to the recommended care and maintenance guidelines provided in the product manual. Regular upkeep and proper handling are essential to prevent premature wear and ensure the longevity of your product.

  2. Use the Product as Intended: Only use the product for its intended purpose. Avoid misuse, overloading, or any activities that may damage the product beyond normal use.

  3. Store Properly: Store the product and its components in a suitable environment, protecting it from extreme temperatures, moisture, and other conditions that could cause damage.

  4. Report Issues Promptly: Report any defects or issues within 30 days of discovering them by following the warranty claims process. Delayed claims may not be covered.

  5. Provide Proof of Purchase: Ensure that you have valid proof of purchase available when making a warranty claim. This document is necessary to verify your warranty eligibility.

Warranty Claim Process

  1. Contact Us: To initiate a warranty claim, email us at [email protected] with your order number, proof of purchase, and a detailed description of the issue. Please include photos or videos that clearly show the defect or damage.

  2. Review and Response: Once we receive your claim, our team will review the information and respond within 1-2 business days with next steps.

  3. Shipping Instructions: If your claim is approved, we will provide instructions on how to return the product. You are responsible for all shipping costs to send the product to us, regardless of whether the claim is domestic or international.

  4. Repair or Replacement: Depending on the issue, we will either repair the defective part, replace the product, or offer a suitable alternative.

  5. Completion: Once the repair or replacement is complete, we will ship the product back to you and provide tracking information.

Limitation of Liability: ONSRA GmbH is not responsible for any incidental, indirect, or consequential damages, including but not limited to loss of use, loss of profits, or damage to property, arising from the use or inability to use the product.

For further assistance, please contact us at [email protected].