1. Describe the fault — symptoms, error code on the display, when it started, how many kilometres on the odometer.
2. Attach the evidence — frame number, original invoice, photos or a short video of the fault.
3. Choose the route — tell us whether you can handle it in-house, need a partner, or want a hub RMA.
4. Wait for the RMA number before shipping anything. Units arriving without an RMA cannot be booked in.

• Always use the RMA number as the reference on the packing slip.
• Battery units ship separately, in the original protective box, never loose in a bike carton.
• Drain the battery to below 30% before shipping — that is a carrier requirement, not ours.
• Keep the tracking number. Cases without tracking cannot be escalated if the parcel goes missing.

If the case is confirmed as a warranty fault, we cover the return leg and reimburse the inbound leg at the standard EU pallet rate. Non-warranty cases are quoted before any work starts, and nothing is charged without your written go-ahead.

Assessment within 2 working days of arrival. Simple part swaps ship back the same week. Frame replacements depend on stock and are quoted case by case.

Not from Qreate directly. Dealers who keep a demo or ex-demo unit usually use it for this. We do prioritise hub cases where the customer is without a bike.

Yes, at standard rates. The bike still has to come through a dealer — we do not take consumer walk-ins.