Terms of service

1.    PRODUCT WARRANTY & RETURN POLICY

A.    PRODUCT WARRANTY

As a company committed to quality and customer satisfaction, Flis Bike guarantees that every product sold is manufactured under high-quality standards, goes through strict quality control processes, anduses the best components in its class. This warranty policy aims to provide legal protection and comfortto customers for every purchase of Flis Bike products made through official channels, both online and offline.

a.    WARRANTY COVERAGE

1.     Non-Usage Related Damage (Manufacturing / Factory Defect).

a.     The warranty is valid for one (1) year from the date of purchase as stated on the official invoice or proof of transaction.

b.     This warranty covers defects or malfunctions in the electrical system, motor, controller, and other main components proven to be caused by manufacturingdefects or factory faults.

c.     During the warranty period, Flis Bike will provide repair or componentreplacement services free of charge, as long as the damage is not caused by misuse.

2.     BATTERY WARRANTY

a.     Flis Bike provides a three (3) year warranty for the battery from the date of purchase.

b.     This warranty covers significant power capacity degradation beyond the normallimit (abnormal degradation), inability to recharge, or evidence of manufacturing defects.

c.     Customers must use the battery according to the official Flis Bike user manual, including instructions for charging, storage, and recommended ambient temperature.

d.     The warranty is void if the battery is damaged due to water exposure, extreme temperature, use of unauthorized chargers, or disassembly without approval from Flis Bike’s authorized technicians.

b.    WARRANTY EXCLUSIONS

This warranty does not apply under the following conditions:

1.     Damage caused by accidents, severe impact, falls, or excessive water exposure.

2.     The product has been modified, disassembled, or repaired by unauthorized personnel.

3.     Use    of    non-original    or    non-recommended    components    or accessories.

4.     Damage caused by negligence in maintenance, improper storage, or charging using incompatible chargers.

5.     The product is used for commercial purposes (rental, delivery, etc.) without prior written consent from Flis Bike.

c.     WARRANTY CLAIM PROCEDURE

To submit a warranty claim, customers must follow the steps below:

1.     Contact Flis Bike Customer Care via email at support@flisbike.com

2.     or through our official WhatsApp number.

3.     Provide proof of purchase (invoice) and photo/video documentation showing the damage.

4.     Send the product to Flis Bike’s official service center for technical inspection.

5.     The inspection will be carried out within 3 (three) working days after the product is received.

6.     If the inspection confirms that the damage is covered under warranty, Flis Bike will:

7.     Perform the repair free of charge; or

8.     Provide a replacement unit/component as per the applicable terms.

9.     If the product does not qualify for warranty coverage, customers will be informed of the estimated repair cost prior to any service being performed.

d.    LIMITATION OF LIABILITY

1.     The Flis Bike warranty does not cover financial compensation for indirect losses, such as loss of time, income, transportation costs, or other consequential damages due to product unavailability.

2.     Flis Bike’s liability is limited solely to repair or replacement of defective products in accordance with the results of technical inspection.

 

B.    RETURN POLICY

a.    CONSUMER RIGHTS

Flis Bike guarantees that all products are delivered in brand-new, functional, and propercondition. However, we respect consumers’ rights to request a return in case of product defects or inconsistencies.

b.    RETURN CONDITIONS

A return may be requested if:

1.     The product arrives damaged, defective, or non-functional (dead on arrival).

2.     The product received does not match the order (type, color, or variant).

3.     The customer reports the issue within 3 (three) calendar days after receiving the product.

c.     RETURN REQUIREMENTS

1.     The product must be returned in complete and intact condition, including the original box, accessories, manual, and warranty card.

2.     The product must show no significant signs of use or damage due to customer negligence.

3.     Flis Bike reserves the right to reject returns if:

a.     The product has been used for an extended period;

b.     The warranty seal or packaging is damaged without valid reason;

c.     Proof of purchase cannot be provided.

d.    RETURN PROCEDURE

1.     The customer contacts the Flis Bike team via email or WhatsApp, attaching proof of purchase and product documentation.

2.     Our team will verify the request within 1 (one) working day.

3.     If approved, the customer will receive return shipment instructions to Flis Bike’s service address.

4.     Once received and verified, the customer may choose between:

5.     A full refund; or

6.     Replacement with a new unit of the same specification.

e.    RETURN COSTS

1.     If the damage is caused by manufacturing defects, all shipping costs will be covered by Flis Bike.

2.     If the return is due to customer error, shipping costs will be borne by the customer.

C.    LEGAL BASIS

This policy is governed by:

a.    Law No. 8 of 1999 on Consumer Protection, particularly Articles 8, 19, and 23; and

b.    General principles of Electronic Commerce (E-Commerce) applicable in Indonesia.

 

2.    SHIPPING POLICY

A.    PROCESSING & PACKAGING TIME

a.    Packaging and handover to the courier are completed within 1 (one) working day after payment verification.

b.    Orders received before 1:00 PM (Monday–Friday) will be shipped on the same day.

c.     Orders received on Saturday before 11:00 AM will be processed on the same day.

d.    Orders placed outside working hours will be processed on the next business day.

B.    SHIPPING METHODS & COVERAGE

a.    Shipments are made through official courier services such as JNE Cargo, J&T Cargo, TIKI, Wahana, or other trusted local couriers.

b.    Bali Area: Delivery may be made via instant courier or local shipping services depending on coverage.

c.     Nationwide: Shipments across Indonesia are covered by couriers supporting e-bike delivery with full insurance protection.

C.    PACKAGING

a.    Each unit is packaged using thick wrapping and reinforced wooden packaging protection.

b.    Customers are advised to add the “Wooden Packing” option for extra protection.

c.     Flis Bike recommends customers record an unboxing video as valid proof in case of shipping damage.

D.   DELAYS & DISRUPTIONS

a.    Flis Bike is not liable for shipping delays caused by:

b.    Courier issues,

c.     Extreme weather, natural disasters, or other force majeure events,

d.    Transportation disruptions or government policies.

e.    However, Flis Bike will assist customers with active tracking and coordination with couriers until the order is received.

E.    LOSS OR DAMAGE DURING SHIPMENT

If the product is lost or damaged in transit, customers are entitled to file a formal claim through Flis Bike’s team. Claims will be forwarded to the courier and processed according to the insured shipment value.

 

3.    ACCESSORY POLICY

A.    SCOPE OF ACCESSORY PRODUCTS

This policy applies to all official Flis Bike accessories and spare parts, including but not limited to:

a.    Bike bags,

b.    Helmets,

c.     Rear racks,

d.    Chargers,

e.    Extra batteries,

f.     GPS trackers, and other protective equipment sold through official Flis Bike channels.

B.    ACCESSORY WARRANTY

a.    Non-Electronic Accessories (helmets, bags, racks, and others) are covered by a limited 30-day warranty for manufacturing or material defects.

b.    Electronic Accessories (chargers, extra batteries, GPS trackers) are covered by a 6-month warranty from the purchase date.

c.     The warranty is void in cases of improper use, water or dust exposure, impact damage, or unauthorized modification.

C.    ACCESSORY RETURNS

a.    Accessory returns are accepted if the product is defective or does not match the order.

b.    Reports must be made within 3 (three) calendar days after receipt, and the product must be returned complete and unused.

D.   LIMITATION OF LIABILITY

a.    Flis Bike shall not be liable for secondary damages or loss of functionality resulting from misuse of accessories.

b.    Use of third-party (non–Flis Bike) accessories may void the main e-bike warranty.

4.    ADDITIONAL TERMS

A.    STOCK AVAILABILITY

Flis Bike strives to maintain product availability for smooth transactions. However, due to demand andproduction factors, customers are advised to confirm product availability before making payment.

B.    CUSTOM ORDERS

For special or customized orders, estimated production and shipping times will be communicated separately by the Flis Bike team.

C.    POLICY UPDATES

Flis Bike reserves the right to modify, update, or enhance this policy at any time without prior notice. The latest version will always be available on www.flisbike.com

 

5.    CLOSING & LEGAL DISCLAIMER

A.    LIMITATION OF LEGAL LIABILITY

Flis Bike is not liable for indirect damages, data loss, or financial losses resulting from improper productuse. All usage risks remain the responsibility of the user.

B.    FORCE MAJEURE

Flis Bike shall not be held responsible for any delay or failure in fulfilling obligations caused by force majeure, including natural disasters, fire, war, government regulations, system disruptions, or othercircumstances beyond reasonable control.