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FAQ

FREQUENTLY ASKED QUESTIONS

Need some help with your order or get a burning question that you need answered pronto? Just click on one of the sections below to find the answer.

If you still can’t find an answer to your question or please give us a call or drop us a message.

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    VOLTRON 4S SERVICE CENTER

    No. 7, JalanNilamSari,

    Taman NilamSari,

    08000 Sungai Petani,

    Kedah DarulAman, Malaysia.

    +604 –422 1277
    +604 –425 1277
    Tuesday – Sunday (10.00am – 7.00pm)
    Monday / Public Holiday close
How electric bikes work?
Do I have to pedal on an electric bicycle?

Yes! Our electric bikes are just like regular bicycles but with a little bit of added assistance so you'll need to pedal at alltimes to keep the bike moving.The bike's motor will then add power asyou pedal to assist you at a level of your choice to provide a natural riding experience.

Do I need a license or insurance?

The Malaysia Law states that any electric bicycle with operating pedals, limited to 25kmph and with 250w of power (or less) is classified as a bicycle. While you can legally ride an electric bicycle anywhere standard bicycles can be riden, each state is responsible for the laws governing the use and operation of electric bicycles. Since the laws vary from state to state, please check with your local state of government or local authorities.

How fast can I go on an electric bicycle?

Under current regulations electric bikes are able to provide assistance up to25km/h. Your electric bike will not provide further assistance beyond 25km/h although it is easily possible to reach speeds of higher than this simply by putting in more energy yourself.

Can I ride electric bicycle in the rain?

Yes of course you can use your electric bike in the rain. Although these bikes have electrical parts all of the components are protected by an exterior casing which protects them from the elements. The battery, motor and display screen are all waterproof and will be able to withstand the heaviest downpours. Please note that neither your electric bike nor it's electrical components should be submerged in water at any point or washed using a jet wash or pressure washer.

Can I turn my current bicycle into an electric bicycle?

Unfortunately we would strongly advise against attempting to convert any non-electric bicycle into an electric bike. You will find after-market 'kits' which claim to turn your bike into an electric bike however making any of these changes would invalidate any form of warranty on your product and could prove to be dangerous. Most importantly, these products have not been quality or safety checked on your bike.

All of our electric bikes have specific adjustments made to their frames to accommodate the weight of the electric components and battery.Additionally our bikes are fitted with ebike specific tyres which are designed to withstand the increased speed and pressures required and conform to all of the relevant EN 14764, EN 15194 and MS2514:2015 quality and safety regulations. So, whilst it is possible to do this - we wouldn't risk it!

General Use and Maintenance
How do I clean my electric bicycle?

To clean your electric bike, simply hose it down using a low water pressure and wipe clean. Try to avoid pouring water directly over any electrical components; although these are water resistant it's always best to be careful! We would advise strongly against using a jet washer to clean your electric bike. Jet washers force water into seals and remove essential grease from bearings and can also damage your electrical components.

What happens if the electronics get wet?

The electronic elements of all of our bikes are sealed units to prevent the motor battery and head unit from becoming damaged by water. Each of these components are weatherproof and will withstand the wet and rainy English weather! However the units on your electric bike are not 100% waterproof so we would advise strongly against fully submerging your bicycle in water or using a jet washer to clean your bicycle. In the unlikely event that your bicycle does become fully submerged in water always recover the bicycle quickly and allow the bicycle to dry completely before switching back on. This is particularly important for your electric bike battery as the Lithium Ion batteries used in electric bikes react badly to water.

When should I charge my electric bicycle battery?

You can charge your electric bike battery at any point; you don't need to wait until the battery is fully depleted or top it up after every time you use it. Also if you’re storing your bike for a long period of time you’ll need to charge the battery every 3 months; if you don’t it can cause the battery to drop below residual power.

How far can I cycle on one charge?

The distance that you can cycle on your electric bike in one charge will depend on the electric bike system and the battery capacity that you choose as well as the level of assistance that you select while riding. Other factors such as your weight and the weight of any luggage you're carrying, weather conditions, terrain and so on will also influence the bike's range. Our entry level electric bikes such as EZIGO can achieve distances between 40km and 60km on one charge whereas our higher end models such as Neoteric can provide between 80km and 100km.

How can I adjust the power assist on my electric bicycle?

Each of our electric bikes have simple to use power adjustment buttons on the left side of the handlebar which you can adjust while riding using your thumb. The styles vary slightly from model to model and depending on the electric bike system used on that model.

What happens if I run out of battery while cycling?

Your electric bike functions in the same way as an ordinary bicycle and just has the option to add extra power assistance using the motor. So if you run out of battery whilst cycling you will still be able to use your electric bike just like an ordinary bike without the electric assistance turned on.

Can you ride an electric bicycle with the assistance turned off?

All of our electric bikes can be ridden without the electric assistance turned on if you wish. A simple on/off switch is located on either the display screen or the controls which will allow you to turn the electric assistance on and off as you wish.

Battery use and care
Should I completely drain my electric bicycle battery before recharging?

You can charge your electric bike battery at any point; you don't need to wait until the battery is fully depleted or top it up after every time you use it. You may hear people say that you should charge you battery in a specific way to prolong it's life however this is only applicable to older style Lead Acid batteries. Modern electric bikes almost always use Lithium Ion batteries which are far more reliable, have a longer lifespan and are less temperamental. All Raleigh electric bikes use Lithium Ion batteries.

Can I remove the battery to charge it?

Yes, you can unlock your electric bicycle battery and carried indoors to be charged using your mains plug socket.

Is my battery locked to prevent theft?

Yes, all of our electric bikes are supplied with three keys to lock your battery in place whilst you're out and about. For security reasons your keys are unique to your bicycle. Please note that we do not provide replacement key for every electric bicycle purchased by customer.

How long does it takes to charge an electric bicycle battery?

It will take between three and six hours to fully charge your electric bike battery dependent on the electric bicycle model that you select.

Do I have to charge my battery to full after every ride or every time I charge it?

You can charge your electric bike battery at any point; you don't need to wait until the battery is fully depleted or top it up after every time you use it. Older style Lead Acid electric bike batteries did need to be fully charged to maintain optimum battery life however this is not true of Lithium Ion batteries used on Voltron Electric Pedal Assisted Bicycle (EPAB). It’s also worth noting that leaving your battery on charge won’t harm it; it will automatically cut off the power once fully charged.

Can I charge my electric bicycle battery by pedaling?

No, none of our electric bikes will recharge whilst you pedal them. Some manufacturers advertise electric bikes which will recharge as you pedal however we've found that most of these systems are quite inefficient. The regenerative technology requires specific components to be added to your bicycle to enable this which all increases the weight and price of your bicycle and results in insignificant gains.

Servicing and aftercare
Do I need to get my electric bicycle serviced? And how often?

Yes, you will need to get your electric bike serviced to keep it in good working order in a similar way to a traditional bicycle or a car. How often you need to service your bike depends on a range of factors, such as how many miles you ride, how often and on what terrain. however because electric bikes are heavier than standard bikes and often travel faster and for longer distances, we recommend servicing them more frequently than you would a traditional bike.

If you use your bike a lot, for commuting every day for instance, then servicing it every two to three months will help keep it in top condition. If you only use your e-bike once or twice a week, for leisurely rides, you may only need to service it every four to six months.

Where can I get my electric bicycle serviced?

For the electric bicycle common parts and accessories, you may get your electric bicycle serviced at any local bicycle shop. For the electrical components such as electric bicycle motor, lithium battery, controller, indicator and so on, please kindly visit our 4S service shop or contact us for electric bicycle services.

What warranty is available on Voltron Electric Pedal Assisted Bicycle (EPAB)?

All Voltron Electric Pedal Assisted Bicycle (EPAB) are covered by a manufacturer's warranty and only applies to the original registered owner of the Voltron EPAB which is not transferable. Our warranty included a 5 year frame guarantee, a 1 year warranty for electrical components such as motor assembly, indicator, controller and lithium battery (depends on term and condition).

My Account
How do I register for account?

Answer not available.

I forgot my password, what should I do?

Answer not available.

What are the payment methods available?

We have two payment methods available for you to choose from:

Payment method Description
Credit/debit card Voltron Malaysia accepts all Visa and Master Card, both credit and debit. (Verified by Visa and MasterCard Secure)
Online banking Voltron Malaysia accept Online Banking payment from Maybank, CIMB Bank, Public Bank, RHB Bank, Hong Leong Bank and Ambank.
What is our order process?

Our Order Process

browse
Browse

Browse through our website. You might see something you fancy.

addToCart
Add to Cart

See something you fancy? Just click ‘Add to Cart’

payment
Payment

Once you’re done adding items to your cart. Just click ‘Check Out’ and choose your payment method.

delivery
Delivery

Delivery time depends on delivery address provided by customer. Local shipping (for Peninsular Malaysia) usually takes 5-7 working days.

enjoy
Enjoy!

Yay! You’ve received your new bike! Time to play around and enjoy it!

Shipping and Delivering
What Delivery Options can I Choose From?

We have two delivery options available for you to choose from:

Citylink Courier Service

By using Citylink Courier service, your purchases will be sent directly to your door. Please note that the electric bicycle will not be delivered fully assembled as the front wheel and pedals are not attached before dispatch to allow the bike to fit in it’s box. You will be required to attach these items and turn and tighten these items once the products arrives.

*Note:
Orders received will be processed within 5 working days for PeninsulaR Malaysia & 14 working days for Sabah/Sarawak. Own delivery or by courier services.

Collect in store (Sungai Petani, Kedah)

We understand that you might want to skip the hassle of completing the assembly of your bike and checking it for safety on your own. However, currently we have our 4S service Centre located at Sungai Petani, Kedah only. This service is provided free of charge and the store will contact you directly, to arrange a convenient time for you to visit the store to collect your purchases.

For security reasons when using the collect in store delivery method you must show your order confirmation before the retailer will allow you to take your purchases. If you are unable to print off the confirmation you will be required to take the order number along with proof of identification. The retailer will either stamp your confirmation or give you a dated receipt to acknowledge that your purchases have been collected.

How do I track my order status?

You can track your order online 24 hours / 7 days by clicking to Citylink tracking link: www.citylinkexpress.com/MY/Consignment.aspx to check your order status.

What to do if I can’t track my order on courier tracking page?

If you are unable to track your package on the courier tracking page, your parcel might have just been handover to our respective courier partner. The tracking information with our logistics partners will be available within 24 hours after shipping.

Please contact us with your order number and the item’s detail if you are still unable to track your parcel by the following business days after item has been shipped out. We will assist you to resolve the issue with immediate action.

How do I select shipping options for my products?

If you have multiple items during checkout, you will be able to choose the delivery option of the items before making payment.

What is the shipping rate for electric bicycle?

We offer the following delivery options:

Shipping Charges (provided by Citylink Courier) Area / region Delivery time
RM35.00 Peninsular Malaysia Place your order on a working day and your purchases will be delivered in up to 5 working days.
RM350.00 Sabah and Sarawak Place your order on a working day and your purchases will be delivered in up to 14 working days.

Note:

* Please note, If you have placed an order for Citylink Courier Service which includes a large number of bikes there may be a slight delay on your order to allow our technicians sufficient time to build the bikes before dispatch.

What if I want to ship my bike to oversea?

Unfortunately, we do not currently ship to overseas destinations; we apologise for any inconvenience caused.

Warranty and Claim Policy

Voltron will provide full support for the electric bicycle we distribute by offering warranty and/or repair service. Warranty only covers strictly on defective manufacturing and workmanship and applies only to the original purchaser of the electric bicycle.

Warranty period

The duration of the warranty is varies for different product.

Exclusions:

The warranty does not cover in the event of:

  1. Normal wear & tear or maintenance issues
  2. Abnormal strain, neglect, abuse or misuse
  3. Accidents or collision damage
  4. Lack of routine and proper maintenance
  5. Improper or failure to follow instructions for assembly, installation or use.
  6. Modifications of original parts or installation of incompatible parts
  7. Repairs or servicing not performed by authorised service centers
  8. Damage or loss from shipping, transportation or storage

Customers are required to produce the following for warranties:

  1. Proof of purchase (Voltron Tax Invoice)
  2. The item for warranty
Return and Refund Policy
What is Voltron Return and refund policy?

If the item that you receive is defective, faulty, or incorrectly described, you may return/exchange your unused item with the following conditions:

1. Please submit your return/exchange request to sales@voltron.com.my with your order number, name, contact number , tracking number, and picture(s) of the product.

2. Please do contact us via email sales@voltron.com.my within 7 days upon receiving the item.

3. You may return /ship back the item to Voltron Malaysia Sdn Bhd once get approval and confirmation (via email ) from us prior to returning the product.

4. Return/exchange item must be packed in the original packaging, original shipping box with the original invoice and packing slip.

5. We may not accept the return/exchange request if the item is already used.

6. The item is your responsibility until it is reach to us, cost of returning based on case by case. It would be better to send via courier with tracking number.

7. If the item is unused, we will exchange it with a new item or a gift voucher.

8. Replacement item will be shipped once we receive your item. Please note that shipment for replacement item can take 5-7 days.