Complaints & Warranty
On this page, we explain how to report a fault, the difference between a complaint and a warranty, and what information we need to help you as quickly as possible.
Always start by contacting us
If you experience a problem with your product, it is important that you contact us before booking a workshop, ordering spare parts, or starting a repair.
Then we can first review the case, provide the correct instructions, and see if the problem can be solved through troubleshooting, spare parts, service partners, or other measures.
To register and follow up your case, you need to contact us through our official support channels. We cannot guarantee that cases sent via social media, comment sections, or direct messages will be received or handled as a support case.
What is a Complaint?
A complaint applies when you believe there is a fault with the product.
This may include, for example, the product not functioning as it should, a component appearing defective, or a fault occurring that you do not believe is due to normal use, wear, or external impact.
2. Right to Complain
As a consumer, the customer has the right to complain about faults in a product according to applicable consumer legislation.
The right to complain applies to original faults, that is, faults that existed at delivery or are based on something that existed at delivery.
The right to complain does not mean that Vässla is responsible for all faults or damages that occur after purchase. Faults caused by, for example, normal wear and tear, accidents, external impact, incorrect use, lack of maintenance, incorrect assembly, unauthorized interventions, or modifications are normally not covered by the right to complain.
3. Complaint Period
The customer must complain within a reasonable time from when the fault was discovered or should have been discovered.
A complaint made within two months from when the customer discovered the fault is normally considered to have been made in time.
As a consumer, the customer has the legal right to complain about defects in a product for up to three years from the purchase or delivery, depending on applicable law.
After the complaint period has expired, Vässla can still assist the customer with service, spare parts, or troubleshooting if possible, but the case is normally not handled as a complaint.
4. How to Make a Complaint
To make a complaint about a product, the customer must contact Vässla via the specified contact method.
Email: hi@vassla.com
To enable Vässla to assess the case, the customer may need to provide the following information:
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order number or receipt
- place of purchase
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name and contact details
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product model
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chassis number or serial number, if the product has one
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description of the fault
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when the fault was discovered
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how the product has been used
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how the product has been stored and maintained
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pictures or video showing the fault
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any previous troubleshooting, service, or repair
Vässla reserves the right to request additional information if needed to assess the case.
5. Inspection and Troubleshooting
In case of a complaint, Vässla has the right to inspect the product to assess whether there is a fault for which Vässla is responsible.
Inspection can be done through, for example:
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digital troubleshooting
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pictures or video from the customer
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check of serial number or chassis number
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battery test or other technical check
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inspection at Vässla
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inspection at designated service partner or workshop
The customer must give Vässla a reasonable opportunity to investigate and fix the fault before taking their own measures or hiring an external workshop.
6. Action on approved complaint
If the complaint is approved, Vässla will fix the fault according to applicable consumer legislation.
Depending on the circumstances, action may be taken, for example, through:
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repair
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replacement of spare part
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replacement delivery
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price reduction
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cancellation of the purchase
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other reasonable solution
Vässla has the right to primarily try to fix the fault or provide replacement delivery if this can be done within a reasonable time and without unreasonable cost or inconvenience to the customer.
Which action is appropriate is assessed case by case based on the nature of the fault, the condition of the product, the age of the product, availability of spare parts, and what follows from applicable law.
7. Rejected complaint
If Vässla, after inspection, assesses that the fault is not covered by the right of complaint, warranty, or other commitment from Vässla, the complaint may be rejected.
This may apply, for example, if the fault is due to:
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normal wear and tear
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external damage or accident
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incorrect use
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lack of service or maintenance
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incorrect charging or battery handling
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moisture, water, or weather damage outside the product's intended use
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incorrect assembly
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unauthorized interventions, modifications, or repairs
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use of incorrect or non-approved spare parts
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user error
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damage occurring after delivery
If the complaint is not approved, the customer may in some cases be offered repair, spare parts, or troubleshooting at a cost.
What is warranty?
Warranty is a special commitment that may apply to certain products or components for a certain period.
The warranty can vary depending on the product, model, and component. It may, for example, cover a battery, a display, a motor, or another part of the product.
The warranty is not the same as the right of complaint. The right of complaint follows from law, while warranty is an additional commitment that may have specific conditions.
Right of withdrawal is something else
Right of withdrawal applies when you want to cancel a purchase within the withdrawal period.
A complaint applies when you experience that something is wrong with the product.
If you want to return a product because you have changed your mind, read more in our Refund Policy.
What to do if something is wrong
Do this:
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Contact us via support.
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Provide the order number or attach the receipt.
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Describe the problem as clearly as you can.
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Please send pictures or video showing the fault.
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Wait for feedback from us before booking a workshop or sending in the product.
The more information we receive from the start, the faster we can assist you.
Information that helps us
To assess the case, we often need the following:
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order number or receipt
- place of purchase
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name and contact details
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product model
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chassis number or serial number, if the product has one
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a clear description of the problem
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when the fault was discovered
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pictures or video showing the fault
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information about whether the product has been serviced, repaired, or troubleshot previously
If the case concerns a battery, we may also need information about how the battery has been charged, stored, and used.
What happens after you contact us?
Once we have received your case, we review the information and handle it as soon as possible. We usually respond within 24–48 hours.
Depending on the case, we can, for example:
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guide you through simple troubleshooting
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request additional pictures or video
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check order, receipt, or chassis number
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ask you to perform a battery test
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send a spare part
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refer to a service partner or workshop
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request the product to be sent in for further inspection
Many cases can be resolved faster if we first get to see pictures or video of the problem.
Contact us before the workshop
If you want a case to be assessed as a complaint or warranty, you need to contact us before submitting the product to a workshop.
This is because we need to be able to assess the fault and approve the next step before costs arise.
If you book troubleshooting, repair, or spare parts yourself without first getting approval from us, we cannot guarantee that the cost will be reimbursed.
If the fault is covered by complaint or warranty
If we assess that the fault is covered, we will help you with an appropriate solution.
This may include, for example:
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troubleshooting
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repair
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replacement of spare part
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new product or component
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price reduction
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other solution depending on the case
The best solution depends on the product, fault, availability of spare parts, and what is reasonable in the specific case.
If the fault is not covered
Sometimes a fault may be due to something not covered by complaint or warranty.
This may include, for example:
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normal wear and tear
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damage from accidents or external impact
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incorrect use
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lack of service or maintenance
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incorrect charging or battery handling
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moisture or weather damage outside the product's intended use
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incorrect assembly
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modifications or unauthorized repairs
If the case is not covered, we can often still assist with advice, spare parts, or service at a cost.
Batteries
Batteries are affected by age, usage, charging habits, temperature, and storage. It is normal for battery capacity to decrease over time.
If you experience problems with a battery, we may need to know:
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which product the battery is used for
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how the battery has been charged
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how the battery has been stored
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if the battery has been completely discharged
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if the battery shows an error code or unusual behavior
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if you have the possibility to perform a battery test
If you are unsure how to check the battery, we can guide you further.
Service and maintenance
Some products require ongoing service and inspection to function properly over time.
This may include checking, for example:
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brakes
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tire pressure
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screws and fastenings
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lighting
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battery and charging
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moving parts
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general condition
If a fault may be due to lack of service or maintenance, it can affect the assessment of the case.
More information is available on the page Service & Maintenance.
Products bought via retailers
If you bought the product through a retailer or other store, you should primarily contact the store where you purchased the product.
It is usually the seller who handles the complaint towards you as the customer.
We are happy to help with information, spare parts, or technical guidance as much as we can.
Products bought used
If you bought the product used from a private individual, the Sale of Goods Act normally applies between you and the private seller. The Consumer Sales Act does not apply to purchases between private individuals.
Vässla’s warranty or complaint handling therefore normally does not cover the second-hand purchase itself. To check if there is any remaining warranty, support history, or previous case related to the product, we normally need to see the original receipt, order number, or other order documentation from the original purchase.
We are happy to help as much as we can with information, troubleshooting, spare parts, or service. However, any claims related to the actual purchase of the used product normally need to be handled between the buyer and the private seller.
Products from previous companies
If the product was purchased from a previous company or before Ever Engineering AB took over the current Vässla, the purchase is normally not covered by Ever Engineering AB. warranty, right of complaint, or other contractual obligations.
Any claims related to the original purchase, such as complaints, warranty, refunds, or delivery, should normally be directed to the seller from whom the customer bought the product. If the previous company has gone bankrupt, such claims generally need to be handled within the bankruptcy proceedings and not against Ever Engineering AB, unless Ever Engineering AB has specifically taken over the responsibility.
Our ability to assist depends on the information, documentation, spare parts availability, and support history available. We do not always have access to previous order, receipt, warranty, or service records.
We are happy to help as much as we can with information, troubleshooting, spare parts, or service, but this does not mean that Ever Engineering AB assumes warranty, complaint, or compensation responsibility for purchases not made through Ever Engineering AB.
Do not send in products without instructions
Do not send a product to us before you have received instructions.
Some products, such as batteries, vehicles, and larger items, require special transport or handling. If the product needs to be sent in, we will explain how it should be packed and where it should be sent.
Contact
Are you having trouble with a product or want to ask about warranty?
Contact us via:
Email: hi@vassla.com
For faster assistance, please include:
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order number or receipt
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product model
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chassis number or serial number
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a brief description of the problem
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images or video