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After-Sales Service
Mordor places a high premium on after-sales service. This commitment ensures that customers can oversee every stage, from material and quality inspection to packing and loading. The repurchase rate of our customers has exceeded 85% in the past few years.
Common spare parts can be purchased separately.
Mordor provides maintenance videos or manuals.
Warranty Period: 1 Year
MORDOR Warranty Coverage
MORDOR provides a limited warranty for global wholesale buyers and B2B partners. Our warranty strictly covers manufacturing defects and failures of core components under normal use conditions.
1. Core Power & Electronic Components
If any of the following core components experience functional failure within the warranty period and are verified via photos or videos to be free of user abuse, MORDOR will provide free replacement parts:
- Battery Pack: Failure to charge, failure to hold a charge, or sudden cut-offs under normal usage.
- Electric Motor: Failure to rotate, abnormal internal noise, loose magnets, or faulty power output.
- Controller: Burnouts or component failure resulting in the vehicle being unable to power on or regulate speed.
2. Structural & Safety Components
- Main Frame & Welding: Cracking, snapping, or welding detachment of the main frame under normal rated weight capacity.
- Braking & Speed Limiting Systems: Out-of-the-box brake failure or malfunction of the smart speed limiter must be reported within 14 days of cargo arrival.
3. Defective on Arrival & Shipping Discrepancies
- DOA (Dead on Arrival): Major structural or cosmetic damage discovered during initial inspection within 14 days of receiving containers.
- Shortages: Missing parts or components due to factory packing errors reported within the 14-day window.
What is NOT Covered by the Warranty
To protect manufacturing margins, the following scenarios are strictly excluded from warranty coverage:
- Normal Wear and Tear: Consumable parts including tires, inner tubes, brake pads, handlebar grips, and body stickers.
- Misuse and Artificial Damage: Damage caused by overloading, collisions, unauthorized modifications, or water ingress.
- Consequential and Indirect Losses: MORDOR only provides free replacement components. We do not cover local retail profit losses, local labor repair costs, or third-party domestic shipping fees within the buyer's country.
Batch Quality Clause: In the event of a verified systemic manufacturing defect affecting more than 10% of a single shipment, MORDOR will cooperate with the Buyer to initiate a joint technical investigation. Our liability is strictly limited to providing complimentary upgraded replacement parts or issuing a credit voucher for future orders.
MORDOR SOP: Handling Systemic & Batch Quality Issues
Step 1: Launch Joint Investigation & Evidence Gathering
When a client reports an identical fault occurring across a specific batch, request fault videos, clear photos, affected quantities, and Serial Numbers (SN Codes). Our QA team will trace production logs and component procurement records to confirm whether the issue is isolated or systemic.
Step 2: Parts First, Remote Technical Support
For bulky electric vehicles, returning cargo to China is often impractical. MORDOR prioritizes localized repair by dispatching corrected replacement parts and providing video tutorials, English maintenance manuals, and live technical support for key accounts.
Step 3: Factory Internal Closed-Loop Rectification
If the batch issue stems from outsourced components, MORDOR uses the gathered evidence to initiate supplier recourse and upgrades IQC/OQC protocols to eliminate future risk at the production source.
