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Deutsch If you have questions about the e-bike,terms and any other questions, you’ve come to the right place.
Before Sales
About E-bike
- Macvol offers next-generation e-mobility solutions with elegant, effective, and user-friendly e-bike designs. Founded by Bodo Group, which has +10 years eBike OEM/ODM experience and best industry supplier chain understanding, and an experienced team of 20 years experience in product design and online marketing specialists, we are committed to revolutionizing the existing two-wheel e-bike industry and related e-mobility segments. With our strong partnership in Europe, which operated in Berlin and Barcelona, we aim to create a fully new portfolio for the existing 2 wheel e-Bike industry and relevant e-mobility. Experience Macvol's effortless mobility while staying on track with ease!know more
- Of course, choosing a Macvol electric bike is entirely up to you, but here are some simple facts that we hope will make your decision easier:- The Peak 20 and Easy 20 feature the centrally mounted Macvol Surge 200 and Macvol Surge 100 motors, with maximum torque of 90 Nm and 75 Nm respectively. As the most important component of an ebike, the motor determines the user experience. Through responsive torque sensing and algorithm optimization, every movement you make is precisely converted into motor power, providing smooth assistance for riding. It can continuously output energy in a stable way even over long distances and 15 degree inclines, making the riding experience smooth and steady. Even with the power off, riding our ebikes feels as smooth as a regular bike, with no additional resistance. All our ebikes comply with the EN15194 standard.- The Peak 20 and Easy 20 are equipped with 36V, 20Ah lithium battery packs, with maximum range up to 190km when fully charged. Of course, actual range depends on riding conditions, weather, etc.- Our ebikes feature high value configurations, including Shimano gearing, mid-drive motors, and Kenda tires, allowing you to enjoy excellent specs at a lower price.- We aim not only to provide the best riding experience for urban explorers, but also quality service. We provide a 2 year warranty (5 years for frame and fork) on all our ebikes. We can provide brand new spare parts in a timely manner during the warranty period. If you have any issues, please contact our customer support team at support@macvol.com - our team is responsive. Most bike shops can service components for you. Aside from the core e-bike components, we use standard bicycle parts where possible. Removable or embedded batteries can still be purchased from us even after the 2 year warranty in case you need a new one. If you have any other questions, please contact our customer support anytime at support@macvol.com.We look forward to helping you make the right choice!
- The motor of Peak 20 is 250W power and max 90Nm torque，the motor of Easy 20 is 250W power and max 75Nm torque。The speed of our e-bikes is 25km/h .The motor only stops assisting at the max speed, but will not drag down the speed. You can feel free to reach higher speed with pure muscle power.Please kindly pardon us for not being able to change the speed limit settings.
- Normally, the working temperature of the lithium battery is: -20℃--60℃. When the temperature lower than -20℃, the performance of the lithium battery will decrease, and the full range will decrease accordingly. The e-bikes can still work in the low temperature, but may not be as smooth as the normal temperature.
- Yes, the key electronic components on our e-bikes are at least IP65 water-resistant, and the rest parts are IPX4 water-resistance. You can feel free to ride our e-bikes in the rain, but please do not leave it under the rain for an extended time.Promptly dry your e-bike thoroughly when finishing a ride in wet weather.
Payment & Shipment
- If you want to make changes to a placed order, please kindly contact us via support@macvol.com as soon as possible. Please note that an order modification is only possible before the order status changes to "Shipped", and we are not able to change a "Shipped" order.
- If you could not make a successful payment, please kindly proceed with the following steps:
- Check if your card has sufficient funds.
- Check your internet connection, and refresh your page.
- Contact your card issuing bank for help.
If you need any further assistance, please do not hesitate to contact us at support@macvol.com for help. - Yes, the following accessories are included with the parcel: multi-function repair tool kit, cleaning cloth, decals, reflectors, battery charger, user manual, and battery key.Any other purchased items and accessories will be shipped separately in their own parcel.
- Please kindly contact us at support@macvol.com, and provide us with your order number and frame number. Our team will get back to you as soon as possible.
- Yes, VAT and shipping fees are included in the selling price stated. If any additional charge is incurred for some policy-related reasons, please do not hesitate to contact us at support@macvol.com .
- Should your bicycle sustain any damage during shipping, kindly document it with pictures and contact us promptly (within one week of delivery) providing details of the damage along with photos or videos.If the box arrives looking damaged or improperly oriented, we recommend rejecting the shipment altogether. However, if you've already unboxed the bike, please send us an account of the box condition including images or footage of both the packaging and bicycle.
CLAIMS & WARRANTY
- All products purchased from Macvol come with a hassle-free warranty.
- A 2-year warranty protects key components like the motor, battery, charger, speed sensor, hubs, drivetrain parts, handlebars, stem, seat post, fork, lighting, and other core non-consumable parts. This coverage complies with legal requirements. Under the warranty, we'll pay for shipping and handling to return repaired or replaced parts covered under the policy.
- Over and above the statutory warranty, Macvol also provides an extended manufacturer guarantee for the cycle frame. The Guarantee periods are as follows for models onwards, starting on the date of purchase by the original buyer:for aluminum frames: 5 years
- This warranty is only valid if the following requirements are met:
● You are the first owner of the bike and a valid proof of purchase is required when making a warranty claim.If you are the 2nd user, the warranty term is calculated from the original date of delivery from Macvol or authorised retailers. The 1st owner purchase proof must be attached.Valid proof of purchase:● Order number from online purchases made through Macvol● Sales invoice- Warranty coverage:
● The warranty covers defects in workmanship and material and all original non-wear and tear components.- Exclusion range of warranty
● Wear parts like chain or belt, brake pad and brake disc, inner tubes and tyres, brake fluid, rims, handles, saddle, front and rear fender sets, pedals, kickstand and carrier are not part of the 2-year warranty, but we still guarantee the non-defects in workmanship and material when you receive the products from Macvol or authorised retailers.● The warranty likewise excludes all damage resulting from insufficient care and maintenance, excessive wear, accidents, cycle overloading, components fitted incorrectly, and cycle alterations through the attachment and modification of additional components.● The warranty also does not apply if the cycle is used for improper sports activities, such as performing jumps for which the cycle category was not intended, in the event of any other type of overuse, and in cases where recommendations contained in our original operating manual or made by our retailer are disregarded.● This warranty does not affect any further claims which you may be entitled to make against the retailer under the statutory guarantee, such as your right to a discount, return or compensation. The warranty and guarantee rights coexist. This warranty will expire and not restart in the event that a frame is replaced under warranty.● When purchasing your cycle, under this warranty or any other problems must be addressed exclusively to the retailer from whom you purchased your cycle. To ensure these are handled smoothly, full proof of purchase and cycle documents must always be submitted. The retailer will then contact us for further action if necessary. Should you authorize another retailer to submit a claim, further costs may be incurred as a result. These costs are your own responsibility and will not be covered by us.MOCHENG TECHNOLOGY SPAIN,S.L. reserves the right to charge a handling fee for unjustified complaints.
- The first point of contact should always be the Macvol dealer where you purchased your bike. Only the Macvol dealer that signed the original sales contract with you is obligated to handle complaints and warranty claims. Other Macvol dealers may handle complaints on a voluntary basis but are not obligated to do so. We cannot make any assessments, handle or process any claims directly. Your Macvol dealer can assess bikes in-store and make knowledgeable statements. If needed, your Macvol dealer can also provide solutions or register damage claims with us along with the necessary paperwork.
- Here are the steps for returning an electric bike for a refund:Returning an e-bike requires special registration as it is classified as dangerous goods and needs to be registered as such. Please return all specified return items. We provide return services through Cargoboard or Simplelogistik. Once you register the return info, a representative from Cargoboard or Simplelogistik will contact you by phone or email to arrange a pickup time. Note that an exact time can not be scheduled, usually a morning or afternoon timeframe can be agreed upon.Before pickup, please ensure:1. The battery is at least half charged to avoid over discharge.2. Packaging is intact and all products and accessories are complete.3. The return form is filled out, noting any issues or reason for return.Once the product is picked up, we will inspect it and issue a refund once confirmed there are no problems. The whole process takes about 2 weeks typically. If you have any other questions, please feel free to contact us! We will provide full support to make the return process simple and smooth.
- You will need to return:1. The complete bicycle with all accessories. All originally included components must be returned as well, including charger, tools, etc., in original condition.2. The bicycle must be returned to its original packaging box. We strongly advise keeping the original packaging within the 14 day return period to ensure a smooth return process.There are two reasons:First, correct and complete packaging maximizes protection of the bicycle during shipping.Second, our inspectors can judge if the bicycle is in brand new unused condition based on the original packaging.Please return the complete bicycle set according to our requirements. If any accessories or components are missing, damaged, or not in the original box, it may affect the return verification. We will do our best to assist you with a smooth return. Thank you for your understanding and cooperation.
- When making a warranty request within the warranty period, you do not need to pay any fees, including:1. Shipping fees - We will arrange free two-way shipping for you.2. Labor fees - All labor for testing, repairing, installing, etc. will be provided by us free of charge.3. Parts fees - Any faulty parts covered under the warranty will be replaced by us for free.Within the warranty period, we cover all costs caused by product quality issues. You do not need to pay any additional costs. We are committed to providing comprehensive warranty services for your peace of mind while enjoying the product. If you encounter any issues during use, please contact our customer service team immediately. We would be happy to handle it for you .
After Sales
GENERAL BIKE-RELATED QUESTIONS
- Though our e-bike is designed to be low-maintenance and does not need extensive upkeep, adhering to some key recommendations can help optimize performance and longevity:
- Inspection
Regular inspection can help with spotting possible mechanical malfunction. We recommend you do the following checks on a regular basis:- Functionality of your brakes
- Functionality of your lights
- Tire pressure
- Cleaning
Regular cleaning can make your bike shine and prolong its lifespan, especially after your bike has gone through an extreme ride (muddy road, heavy rain, long-distance, etc.).Do not use a high-pressure water jet as it may damage the bearing and electronic components of the bike.- No Lube
Do not use lubricant on your Macvol e-bike. Lubing with oil could damage the drivetrain system.
- Each of our e-bike comes equipped with 3 keys. We recommend keeping 1-2 spare keys at home. If you are very unlucky and lose all 3 keys, you can go to the authorized dealer with the code on the keyhole of the battery. We can remake keys for you.Please note: Key express delivery takes approximately 7 working days or even longer, and the shipping costs need to be covered by you.
- You can email us at support@macvol.com and describe the issue in detail. We will contact you within 1-2 working days to provide assistance. Or you can contact your local authorized Macvol dealer. They can inspect the e-bike and provide repair services to help fix any loose parts.
- If you need a new battery, please contact our aftersales support team.For purchasing a replacement battery, we recommend getting an original Macvol battery for the following reasons:
- Macvol original batteries are tested to match the bike models perfectly and deliver optimal electric system performance.
- Original batteries have safe and reliable battery cells, with robust battery management systems to effectively prevent safety incidents.
- Using non-original batteries may void the warranty. Original batteries provide at least 1 year warranty.
- Original batteries ensure perfect connection and communication with the bike systems.
Our support team can provide professional installation guidance and aftersales guarantees. If you need a replacement battery, we strongly advise choosing an original Macvol battery. You can contact our support team at support@macvol.com for expert consultation!
TECH QUESTIONS
- Installing a front fork with longer travel than the original on an e-bike will void your vehicle warranty. This negatively impacts the geometry of the e-bike, altering the ride characteristics, and can potentially cause permanent damage to the frame.
- Unfortunately, Macvol cannot provide any recommendations or information regarding modifying the stock configuration, as only the factory-installed components have been tested and certified. Only authorized Macvol dealers can provide expert advice regarding modifying any components. They can discuss your needs directly with you, and help you find suitable solutions. Please note that any technical modifications must be performed by an authorized Macvol dealer for the following reasons:
- Modifications may impact vehicle performance and safety.
- Modifications will void the warranty.- Dealers can ensure modifications comply with local regulations.
- They have the expertise to properly install and tune new parts.
So if you need to modify the stock setup, we strongly recommend contacting your local authorized dealer. They will provide professional advice and modification services. Thank you for your understanding and support. Please contact us if you have any other questions. - Check if your chain is elongated over time, you can use a specialized tool or visit your local bike shop to check. Make sure your chain is always lubricated with enough oil. This prevents premature wear of the chain and also protects the whole drivetrain. If the chain feels dry, first wipe it clean with a dry cloth, then apply chain lube and rotate the cranks to distribute the lube evenly. Avoid getting lubricant on disc brakes, brake pads and rotors. Checking and maintaining the drivetrain is key to smooth riding. Clean and lube the chain or belt regularly and check their condition before every ride. Contact us or visit a professional bike shop if you have any questions about inspection and maintenance.
- Note: Using third-party bicycle trailers (tagalongs) or added trailers may place additional load and wear on the electrical and mechanical components of the e-bike. Since there are various trailer types and add-on components (differing by brand/model, etc), it is not possible to list every combination and predict the outcome for every usage scenario. Be sure to follow the trailer manufacturer's instructions for installation, use, and safety. Do not modify the original e-bike parts to install a third-party trailer. Do not exceed the maximum total weight capacity stated on the e-bike.Tips when using a trailer:1. Confirm trailer is matched and compatible with bike model.2. Install properly per product instructions, do not modify original parts.3. Pay attention to not exceeding max weight capacity.4. Ride smoothly, avoid sudden acceleration and braking.5. Regularly check trailer connection points to ensure secure installation.6. Chain and drivetrain require more frequent maintenance.
- Yes, that is possible, but any replacement lights must have the same interface as the original lights included with the configuration. Only lights with identical connection ports to the stock lights will be compatible with the integrated lighting system and drive unit. Please ensure any new lights match the plug type and specifications of the headlamp and taillight initially supplied, in order for proper attachment and operation.
- The headlamp and rear light included with the e-bike are designed to interface directly with the drive unit for seamless operation. Simply connect them to the dedicated light ports on the motor housing and you'll be able to control the illumination using the drive unit interface. This integrated system allows the lights to draw power from the drive unit battery for convenience.
- Yes, that is possible, but any replacement lights must have the same interface as the original lights included with the configuration. Only lights with identical connection ports to the stock lights will be compatible with the integrated lighting system and drive unit. Please ensure any new lights match the plug type and specifications of the headlamp and taillight initially supplied, in order for proper attachment and operation.
- A walk assist mode can be activated should you need some extra support pushing the e-bike. For instance, if you find the bike too heavy to maneuver through mountain terrain or a crowded mall, simply engage in walk mode with the press of a button. This will provide a gentle electric boost to ease the burden of pushing the heavier e-bike manually.
- The battery on the e-bike is elegantly hidden in the downtube. It is replaceable if needed, but the replacement battery has to be the identical model.The portable battery of the e-bike is seamlessly hidden in the downtube as well. It is portable for charging and can be secured with our provided lock.+操作视频/图片
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