WARRANTY POLICY
WARRANTY DETAILS
At Kelstar, we stand behind the quality of our products and are committed to providing our customers with a reliable warranty service. Our warranty policy covers various components of our products, ensuring that you can enjoy your purchase with peace of mind. Below, you will find the details of our warranty coverage, including the duration for different parts and the process for making a warranty claim.
WARRANTY CLAIM PROCESS
- Customers must provide adequate proof of purchase.
- A detailed description of the defect is required to initiate a warranty claim.
- Clear evidence of the defect must be submitted along with the item’s serial number (if applicable).
- Kelstar will document the troubleshooting steps taken by the customer.
- You may be required to return the item for quality assessment.
- When returning a defective product, please use the original packaging or packaging approved by the dealer.
ACCEPTABLE PROOF OF PURCHASE
- The order number from your online purchase at Kelstar.
- Sales invoice.
Please be aware that multiple forms of proof of purchase may be necessary to process a warranty claim (such as a money transfer receipt and confirmation of the shipping address).
WARRANTY WILL BE INVALIDATED IN THE FOLLOWING CASES:
- Damage or defects resulting from accidents, misuse, abuse, abnormal usage (including but not limited to stunt riding, racing, or other activities inconsistent with the intended use of the products), improper storage, excessive exposure to liquids, chemicals, moisture, abrasives, sand, or dirt, neglect, or unusual physical, electrical, or electromechanical stress.
- Scratches, dents, and cosmetic damage unless caused by Kelstar.
- Products with removed, defaced, damaged, altered, or illegible serial numbers or barcodes.
- Normal wear and tear.
- Damage or defects caused by the use of accessories, products, or peripheral equipment not provided or approved by Kelstar.
- Damage or defects resulting from assembly, testing, operation, maintenance, installation, service, repair, or adjustment that deviates from the Assembly Instructions & Owner’s Manual.
- Damage resulting from external factors such as collisions, fires, floods, windstorms, lightning, earthquakes, exposure to weather conditions, theft, blown fuses, or improper use of any electrical source.
- Additionally, regarding the Battery, this Limited Warranty does not cover defects or damage caused by:
- Using a battery charger not intended for the Battery or improper use of a battery charger.
- Broken seals on the Battery or signs of tampering.
- Using the Battery in equipment other than the bike for which it is designed.
- Issues related to the battery and e-bike will not be covered by the warranty if a battery not specific to your e-bike model is used. We advise against using batteries from other brands on e-bikes, as even if the output voltage is the same (e.g., 48V), the battery protection systems may differ, potentially causing damage to our motors and displays.
REPAIR REQUESTS
To request a repair, please send an email to: sales@kelstar.ie. Include the serial number, a description of the issue, a short video or photos, and the invoice (PDF) in your email. We aim to respond within 24-48 hours after receiving your request. If the issue is confirmed, we will send a replacement part along with a video guide on how to install it.
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