Support & Warranty

We keep support direct and practical. When you contact us, you’re speaking with people who understand the bikes, the parts, and the platform — not a call centre.

Warranty & Support Terms

We stand behind the products we supply and aim to keep support straightforward and transparent. The following terms explain how warranty coverage works and what is required to keep your bike eligible.

All warranty claims are handled through our online claim form so they can be assessed quickly and accurately.

Warranty Period

All DIRECT EMOTO bikes are supplied with a 6-month parts-only warranty from the original purchase date. This warranty covers manufacturing defects in supplied components. It does not include labour, fitting time, transport, or third-party workshop costs.

Warranty coverage applies to the original purchaser only and is not transferable. Products used for rental, fleet, training, or other commercial purposes are not covered.

Professional Assembly Requirement

Bikes are supplied partially assembled. For safety and reliability, final assembly must be completed by a qualified motorcycle mechanic. Professional assembly is a condition of warranty coverage.

Customers should retain their assembly invoice and PDI (Pre-Delivery Inspection) record, as these may be requested if a claim is submitted. Assembly issues or faults arising from incorrect setup are not covered.

Making a Warranty Claim

If a problem occurs, please submit a warranty claim by emailing sales@directemoto.co.uk with:

• proof of purchase
• clear photos or video of the issue
• description of the fault
• PDI / assembly record where applicable

In some cases we may request inspection or return of the affected part before confirming replacement eligibility. Submitting a claim does not automatically guarantee approval, but we aim to assess all valid cases fairly and promptly.

What the Warranty Covers

The warranty is intended to cover genuine manufacturing defects in original supplied parts under normal intended use and correct maintenance. Where approved, replacement parts will be supplied. Installation remains the owner’s responsibility.

What Is Not Covered

To keep things clear, the warranty does not cover issues arising from:

• incorrect assembly or adjustment
• lack of routine maintenance
• use of non-approved parts
• performance modifications or tuning
• crash or impact damage
• misuse or abusive riding
• competition or organised racing use
• water damage caused by improper use or storage
• transport damage reported outside the delivery inspection window

Normal wear items are excluded, including items such as chains, sprockets, brake pads, tyres, bearings, plastics, and cables.

Owner Responsibilities

Owners are responsible for correct mechanical assembly, routine servicing and checks, following maintenance guidance, and stopping use if a fault develops. Continuing to ride with a known issue may lead to further damage and affect warranty eligibility for related components.

Use Environment

DIRECT EMOTO bikes are designed for off-road and private land use unless explicitly stated otherwise. Use in competition, stunt riding, or high-stress environments may place loads beyond intended operating conditions and is not covered.

Inspection & Parts Assessment

We may request return of a failed component for technical inspection before confirming replacement. This helps ensure faults are correctly identified and improves long-term product reliability.

Returns — Unused Goods

Unused and unopened items may be returned within 14 days, provided they remain in original packaging and condition. Assembled bikes or fitted parts cannot be accepted for return. Return shipping is the customer’s responsibility unless agreed otherwise.

Delivery Checks

Please inspect your delivery on arrival. Any transit damage should be reported within 24 hours with photos so it can be resolved quickly with the carrier.

Limitation of Liability

All mechanical products require correct setup and responsible use. Liability is limited to the supply of replacement parts covered under this warranty. Indirect or consequential losses are not covered.