Protection Plans
Optional coverage for your e-bike, underwritten by AIG and administered by xCotton.
Your bike already comes with a manufacturer's warranty. That covers defects: a motor that fails, a controller that quits. What it doesn't cover is the everyday stuff. You go down on a gravel corner, a rock takes out your derailleur, or you blow a tire at 20 mph.
That's the gap these plans fill. There are two, both optional, both zero deductible.
Product Protection
Added on the product page before you check out. Covers your bike once it's delivered.
What's covered
Accidents from day one.
- Crashing while riding: hitting a curb, a tree, going down on a corner
- Falls and tip-overs, moving or stationary
- Water damage, including accidental immersion
- Tire blowouts while riding
- Component failures during a ride, such as brake failure or tire detachment
- Power surge damage while charging
A battery replacement. One-time replacement if your battery fails. The battery is the most expensive part of an e-bike to replace.
Extended warranty after the factory coverage runs out. Mechanical and electrical breakdowns stay covered once your manufacturer's warranty expires.
Zero deductible. You pay nothing out of pocket when you file a claim.
What each plan length actually gets you
This depends on which bike you buy, so it's worth reading closely. Accident coverage runs the full length of whichever plan you choose, on every bike. Extended warranty only begins once your manufacturer's warranty ends, so on a bike with two years of factory coverage, it starts later.
Revi Bikes and EUNORAU (2-year manufacturer warranty on motor, battery, and electricals):
| Plan | Accident coverage | Extended warranty |
|---|---|---|
| 1 Year | Year 1 | None (factory warranty still active) |
| 2 Years | Years 1–2 | None (factory warranty still active) |
| 3 Years | Years 1–3 | Year 3 |
Rattan, Yamee, and HappyRun (1-year manufacturer warranty on motor, battery, and electricals):
| Plan | Accident coverage | Extended warranty |
|---|---|---|
| 1 Year | Year 1 | None (factory warranty still active) |
| 2 Years | Years 1–2 | Year 2 |
| 3 Years | Years 1–3 | Years 2–3 |
If you're buying a Revi or EUNORAU bike and want extended warranty coverage, choose the 3-year plan. The shorter plans on those bikes are accident coverage only.
During your manufacturer's warranty period, warranty issues are handled by us and the manufacturer, the same as they would be without a plan.
What's not covered
- Collisions with a motor vehicle.
- Modifications, including unlocking higher speeds. See the warning below.
- Wear items: tires, tubes, brake pads, chains, cables.
- Cosmetic damage: scratches, scuffs, chips, or discoloration that don't affect how the bike works.
- Theft or loss.
- Damage in transit. That's what Shipping Protection covers.
- Unauthorized repairs, or damage caused by parts replaced outside the claims process.
- Pre-existing damage, or anything covered by a manufacturer recall.
- Neglect and misuse, including not following the maintenance instructions in your owner's manual.
- Commercial use.
⚠ Read this before unlocking higher speeds
Several of our bikes have a manufacturer setting or riding mode that goes beyond Class 3 limits, such as an unlockable speed class or Sport and Off-Road modes.
Using those settings voids your Product Protection coverage, both the accident protection and the extended warranty. xCotton treats removing a speed restriction as a modification that raises risk beyond what the plan covers.
The feature is yours to use. But if you plan to use it, know that the plan won't pay a claim afterward. Decide which you want before you buy.
Filing a claim
You have 30 days from the incident. Claims filed after that are denied, so report a problem as soon as it happens, even if you're not sure you'll need a repair.
Three ways to file:
- Click the Protection ID in your "xCotton Product Protection Placed Successfully" email
- Go to the xCotton Resolution Center
- Email support@xcottons.com
For accident claims, you'll be asked where, when, and how the damage happened. Leaving out those details can get a claim denied.
What happens next. xCotton responds within 24 hours. Once your documentation is complete, payment or a replacement order is processed within 2 business days.
You choose how you're made whole. After review, xCotton will go over your settlement options: replacement parts, cash compensation, or both. Cash often makes more sense for minor damage, or if you'd rather have a local shop do the work. Cash payments go directly to an account you choose.
If a part is temporarily unavailable, xCotton may ask you to buy an equivalent locally and reimburse you. If a part can only come from the manufacturer and the wait would be unreasonable, they'll ship a new bike or issue a full refund.
Cancelling
- Within 60 days, no claims filed: full refund of the plan price
- Within 60 days, claims filed: plan price minus what was paid out
- After 60 days: prorated refund for unused coverage, minus any claims paid and an administrative fee (varies by state, capped at $50)
Total payouts across all claims won't exceed what you paid for the bike.
Who to contact when something goes wrong
Two different systems handle two different problems, and going to the wrong one costs you time.
Manufacturer warranty problems: contact us. If your motor, battery, controller, or another covered part fails while the manufacturer's warranty is active, contact VortexCycles. As your authorized dealer, we handle the claim with the manufacturer for you. Don't file with xCotton; they'll send factory-warranty defects back to us. This applies for the first year on Rattan, Yamee, and HappyRun bikes, and the first two years on Revi Bikes and EUNORAU.
Accidents, and breakdowns after your warranty ends: file with xCotton. Crashes, drops, water damage, tire blowouts, and mechanical failures after factory coverage ends go directly to xCotton using the options above. You don't need to come through us first, but we're happy to help if you get stuck.
Not sure which applies? Email us. We'd rather point you to the right place than have you lose days of your 30-day window.
Shipping Protection
Added at cart. Covers your bike between the warehouse and your door, for 2% of your order value.
Our bikes ship as freight and are signed for on delivery. Most arrive perfectly. When they don't, this is what handles it.
What's covered
- Lost in transit: not delivered within 30 days of shipment, full refund.
- Partial loss: part of a multi-package order never arrives.
- Stolen after delivery: tracking shows delivered but you never received it. Requires a police report, security footage, or a carrier loss certificate.
- Delivered to the wrong address: verified against your order. A resend is arranged first; if that fails, you get a full refund.
- Damaged in transit: partial damage gets replacement parts and shipping, or cash compensation. Total damage gets a full refund.
- Delayed shipments: $5 per order. It's a token, not a remedy, so don't count on it.
Zero deductible here too.
What's not covered
- An incorrect or incomplete address entered at checkout
- Orders that haven't shipped yet
- Packages refused or returned to sender for reasons other than damage
- Wrong item, color, or size
- Problems that existed before shipment
- Government seizure, war, or terrorism
- Change-of-mind returns (see our Return Policy)
Compensation is based on the price of the bike and doesn't include shipping charges, taxes, or the protection fee.
Filing a claim
You have 90 days from the ship date. Use the same three options above: your Protection ID email, the Resolution Center, or support@xcottons.com.
For damage or loss, have photos ready: the shipping label with the tracking number, all sides of the outer packaging, and the damaged item. For theft, include the police report or footage.
Before you sign for your bike, inspect the box and photograph any damage before the driver leaves. That one step makes every claim easier, with Shipping Protection, the carrier, and us.
Cancelling
Free cancellation any time before your order ships. Once it ships, coverage is active and the fee isn't refundable.
Questions
Do I need this if my bike already has a warranty?
Not necessarily. Your manufacturer's warranty covers defects and comes with every bike we sell. These plans cover what it doesn't: crashes, drops, water damage, and loss in transit, plus mechanical coverage after the factory warranty ends.
Can I add a plan after buying the bike?
No. Both plans are added during checkout.
Who actually pays the claims?
xCotton administers the plans and AIG underwrites them. You file directly with xCotton.
What if I have a problem during my manufacturer's warranty?
Contact us. See "Who to contact when something goes wrong" above.
Are these plans required?
No. Both are optional, and your bike ships the same either way.
This page summarizes coverage for clarity. The full xCotton terms and conditions govern in all cases and are available before purchase. Questions about how a plan applies to a specific bike? Email info@vortexcycles.bike and we'll walk you through it.
