Warranty Claim Process
STARGO's standard warranty covers the motor and controller for 12 months, the lithium battery for 12 months at ≥70% remaining capacity, the lead-acid battery for 6 months at ≥60% remaining capacity, and the frame structurally for 24 months — all measured from the bill of lading (B/L) date. A claim is evidence-based: the dealer documents the fault with photos or video and the affected unit's batch or VIN reference, and the factory reviews the claim before arranging a resolution.
Reviewed by Ainne Zhang (Operations Director) · Last verified 2026-07-26
Key facts
- Motor & controller: 12 months from B/L date
- Lithium battery: 12 months, ≥70% remaining capacity, from B/L date
- Lead-acid battery: 6 months, ≥60% remaining capacity, from B/L date
- Frame: 24 months structural warranty, from B/L date
- Claims are evidence-based — photos/video and batch or VIN reference are required
- Replacement parts can ship with the dealer's next order — confirm timing with the export team for urgent cases
Warranty Terms by Component
| Component | Duration | Condition |
|---|---|---|
| Motor & controller | 12 months | From B/L date |
| Lithium battery | 12 months | ≥70% remaining capacity, from B/L date |
| Lead-acid battery | 6 months | ≥60% remaining capacity, from B/L date |
| Frame | 24 months | Structural warranty, from B/L date |
Step 1 — Identify the Fault and the Affected Unit
Confirm which component appears to be at fault (motor, controller, battery or frame) and identify the specific unit by its batch reference or VIN. This information ties the claim to the correct production batch and warranty window.
Step 2 — Document the Fault with Photos or Video
Evidence-based claims move faster. Capture clear photos or a short video showing the fault (e.g. the specific error, damage or performance issue), the component nameplate or serial marking where visible, and the overall condition of the unit. This evidence is the basis the factory uses to assess the claim.
Step 3 — Submit the Claim to the Export Team
Send the batch/VIN reference, the photos or video, and a description of the fault to STARGO's export team (sales@stargomoto.com or WhatsApp +86 187 7512 7878). Include the original order reference so the claim can be matched to the correct shipment and B/L date.
Step 4 — Factory Review
The factory reviews the submitted evidence against the warranty terms for the affected component and the shipment's B/L date to confirm the claim falls within the applicable warranty period and condition (for example, remaining battery capacity).
Step 5 — Replacement Parts Shipment
Once a claim is confirmed, replacement parts can be arranged to ship together with the dealer's next order, which is the standard and most cost-effective path. For cases where a dealer needs a faster resolution, discuss timing options directly with the export team.
Frequently asked questions
What is the warranty period for the lead-acid battery?
The lead-acid battery carries a 6-month warranty at ≥60% remaining capacity, measured from the bill of lading (B/L) date. For comparison, the lithium battery is warranted 12 months at ≥70% remaining capacity, the motor and controller 12 months, and the frame 24 months structurally — all from the B/L date.
What evidence do I need to file a warranty claim?
Photos or video clearly showing the fault, plus the batch reference or VIN of the affected unit and your original order reference.
When does the warranty period start?
All STARGO warranty periods are measured from the bill of lading (B/L) date.
How long is the lithium battery warranty and what condition applies?
12 months from the B/L date, provided remaining capacity is at or above 70%.
How are replacement parts delivered?
The standard path is to bundle confirmed replacement parts with the dealer's next order. Confirm with the export team if your situation needs a different timeline.
Is the frame warranty different from the motor and battery warranty?
Yes. The frame carries a 24-month structural warranty, longer than the 12-month motor/controller and lithium battery terms and the 6-month lead-acid battery term, all from the B/L date.
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