How can we help?
Manuals, declarations, warranty and the European service network — in one place. Whether you are a dealer placing an order or a rider looking for a document, start with one of the four doors below. Dealer-specific commercial terms always follow your dealer agreement.
- 4Support areas
- 3European service points
- 1 dayTypical reply time
- 5 daysParts dispatch from EU store
FAQ
Answers to the questions dealers and riders ask us most — orders, stock, spare parts, warranty and returns.
Go to FAQ
Service centres
Find the nearest AURORIDE warehouse, parts store and authorised repair centre in Europe.
Full list
User manuals
Find and download the user manual for your model, in your destination language.
Search for manual
EC Declarations
Download the Declaration of Conformity and the test reports issued for your product.
Search declarationsFrequently asked questions
The questions we are asked most often by dealers, distributors and workshops, answered in full. If your question is not here, the dealer desk answers within one working day.
What is the minimum order quantity?
Do you sell single units to end consumers?
How long does delivery take?
How does the dealer discount work?
Can I mix models and categories in one order?
Where is warranty handled?
Are spare parts available?
Which certificates do the products carry?
Do you protect my territory?
How long does dealer approval take?
Service centres & European network
Stock, parts and after-sales service all sit inside Europe, so a dealer never has to ship a vehicle back to Asia. Three service points cover the markets we sell into today.
LAWIS — after-sales
Our European after-sales and repair centre, handling component-level work for the full range.
- Component-level repair and diagnostics
- Warranty diagnosis and escalation
- Returns and refurbishment handling
Germany
Central European hub for stock, spare parts and dealer collection.
- Vehicle stock and fast-moving parts
- Dealer collection by appointment
- First-line technical support
Poland
Eastern European hub for stock, parts and cross-border dispatch.
- Vehicle stock and spare parts
- Dealer collection by appointment
- Dispatch into neighbouring markets
| Service point | Role | Typical timing |
|---|---|---|
| European repair centre (LAWIS) | Warranty repair, diagnosis and refurbishment for the full range | Handled within 10 working days of arrival |
| Germany hub | Stock, spare parts and dealer collection | 3–5 working days |
| Poland hub | Stock, spare parts and dealer collection | 3–5 working days |
| EU parts store | Spare parts and accessories | Same-week dispatch |
A country-by-country dealer and service map is being prepared together with our distribution network. Until it is live, your area manager will confirm the service point closest to your customers on request.
User manuals by model
Every unit ships with a printed quick-start sheet and the full manual in the destination language. Dealer and workshop copies, including parts diagrams and repair data, are released through the dealer portal.
| Model | Category | Manual languages | Shipped with unit | Request |
|---|---|---|---|---|
| N8 | E-Scooter | EN / DE / FR / ES / IT / PL | Yes | Request |
| N9 | E-Scooter | EN / DE / FR / ES / IT / PL | Yes | Request |
| X7PRO | E-Scooter | EN / DE / FR / ES / IT / PL | Yes | Request |
| N5 | E-Scooter | EN / DE / FR / ES / IT / PL | Yes | Request |
| M1 | E-Bike | EN / DE / FR / ES / IT / PL | Yes | Request |
| M2 | E-Bike | EN / DE / FR / ES / IT / PL | Yes | Request |
| M3 | E-Motorcycle | EN / DE / FR / ES / IT / PL | Yes | Request |
| L9 / L10 / L11 | Four-wheel | EN / DE / FR / ES / IT / PL | Yes | Request |
Workshop documentation — parts diagrams, part numbers, diagnostic flow charts and error-code tables — is released to authorised workshops rather than published openly.
Documents & manuals
The same document set we hand to every approved dealer, grouped the way service teams actually use it. Everything is released once your dealer agreement is active, or on request by email.
Instruction manuals
- User manual per model, destination language
- Quick-start sheet in the retail carton
- Battery handling and charging instructions
Product range brochures
- Full-range brochure for your showroom
- Model one-pagers and specification sheets
- Image and video pack for webshops
Inspection & service booklets
- Inspection checklist for workshop use
- Service interval and maintenance schedule
- Print-ready booklet for customer handover
Repair guides
- Component-level repair guides for authorised workshops
- Parts diagrams and part numbers per model
- Diagnostic flow charts and error-code tables
Declarations of Conformity
The certificates below are issued in the name of the manufacturer, AURORIDE. Full declarations and the underlying test reports are provided to approved dealers and to customs on request.
CE — EMCDirective 2014/30/EU
CE — LVD & Machinery2014/35/EU · 2006/42/EU
CE — RoHSDirective 2011/65/EU
UKCAEMC Regulations 2016 No. 1091
FCCSupplier's Declaration of Conformity
ULCertificate of Conformity| Scheme | Directive / standards applied | Certificate no. | Applies to |
|---|---|---|---|
| CE — EMC | EMC Directive 2014/30/EU · EN IEC 61000-6-1:2019, EN IEC 61000-6-3:2021, EN IEC 61000-3-2:2019+A1+A2, EN 61000-3-3:2013+A2 | YRT202506117C | Electric scooters — ES-N3LMAX, ES-X7, ES-X11 |
| CE — LVD & Machinery | Low Voltage Directive 2014/35/EU · Machinery Directive 2006/42/EU · EN ISO 12100:2010, EN 60204-1:2018+A1, EN 15194:2017+A1 | YRT2025061118C | Electric scooters |
| CE — RoHS | RoHS Directive 2011/65/EU as amended by (EU) 2015/863 and (EU) 2017/2102 · IEC 62321 series | YRT2025061119C | Electric scooters |
| UKCA | Electromagnetic Compatibility Regulations 2016 No. 1091 | C7C2025018004H | Electric scooters |
| FCC | Supplier's Declaration of Conformity, 47 CFR Part 15 | YRT2021032825C | Electric scooters |
| UL | Certificate of Conformity | YRT2024002711C | Electric scooters |
The certificates listed cover the ES-N3LMAX / ES-X7 / ES-X11 scooter platform, which is the range certified to date. Declarations covering every other model, together with the full test reports, are provided by email on request — write to service@auroride.com.
Shipping & Delivery
Two lanes: stock that already sits in Europe, and factory production for models built to order.
| Lane | Models | Typical timing |
|---|---|---|
| EU warehouse dispatch | M1 / M2 e-bikes, X7PRO and fast-moving parts | 3–5 working days |
| Factory production | N8 / N9 / M3 and non-stock configurations | Approx. 50 days to port or EU warehouse |
| Parts | Spare parts and accessories | Same-week dispatch from EU parts store |
| Local pick-up | Dealer collection at country hubs | By appointment (Germany, Poland) |
- Mixed ordersVehicles, accessories and parts can travel in one shipment — one customs entry, one freight cost.
- IncotermsThe applicable Incoterm (for example DAP destination or EXW) is stated on the order confirmation; nothing is charged that is not written there.
- Damage in transitInspect the shipment at delivery and report visible damage with photos within 48 hours so we can raise the carrier claim for you.
- TrackingTracking or booking confirmation is issued when the shipment leaves the warehouse, not when the order is placed.
- Duties and taxesFor EU-destined stock no import step is required for your customer; cross-border movements outside the EU are quoted separately.
Return & Refund
We separate business-to-business orders from consumer purchases, because the rules and the deadlines are different.
B2B returns
- Wrong, short or damaged items: report within 7 days of delivery with photos and packing list references
- Confirmed supplier errors are replaced or credited at our cost
- Unopened stock in original packaging may be returned by prior agreement and is subject to a restocking assessment
- Clearance allocation and special-order configurations are excluded
Consumer returns
- Consumers buy from you, so their statutory rights are handled at your counter
- EU distance-selling withdrawal rights apply where you sell online
- We support you with parts, documentation and technical guidance to process the claim
- Product must be returned in a safe, usable condition with the battery documentation
How credits are issued
- Approved claims are settled by replacement shipment or credit note
- Credits are offset against your next invoice unless agreed otherwise
- Freight refunds apply only where AURORIDE arranged and charged the freight
- Bank charges and third-party fees are not refundable
Warranty Policy
Warranty is handled entirely inside Europe: you log the claim, we diagnose and repair or replace through the European after-sales centre, and stock parts are dispatched the same week.
- Log the claimSerial number, model, purchase date, symptom, photos or a short video.
- First-line diagnosisYour workshop checks the easy items with our guided checklist; parts are dispatched from EU stock.
- EscalationIf the fault is not field-fixable, the unit is handled by the LAWIS European repair centre.
- Repair or replaceComponent-level repair first; replacement where repair is not economic.
- Return and closeThe unit is returned with a service record so the fault history stays with the vehicle.
| Component group | Covered | Not covered |
|---|---|---|
| Frame and structure | Manufacturing defects | Impact damage, corrosion from misuse |
| Motor and controller | Manufacturing and electrical defects | Water ingress from modifications, tampering |
| Battery | Capacity loss beyond the agreed threshold within warranty | Deep discharge from long storage, unauthorised chargers |
| Wear parts | Defects on delivery | Tyres, brake pads, cables, grips — normal wear |
Warranty periods, thresholds and exclusions are stated in the dealer agreement and in the consumer warranty card shipped with every unit. Commercial wear parts are always available at dedicated dealer parts pricing.
Privacy Policy
We collect only what an enquiry or a dealer relationship needs, and we process it under the EU General Data Protection Regulation (EU) 2016/679.
- What we collectCompany name, contact person, business email, phone, country, website, VAT number where supplied, and the message you send us.
- Why we collect itTo assess dealer applications, quote products, process orders and provide warranty service.
- RetentionEnquiries are kept while the commercial relationship is active and for the statutory period afterwards; unsuccessful applications are removed on request.
- SharingWe do not sell your data. It is shared only with logistics, payment and service partners who need it to fulfil an order.
- Your rightsAccess, correction, deletion, restriction and portability — write to privacy@auroride.com.
- CookiesUsed for basic site function and anonymous traffic measurement, not for cross-site advertising profiles.
Terms of Service
- Business useThis website promotes wholesale supply. Products are sold to businesses for resale; single-unit consumer sales are handled by our dealers.
- Order formationA contract exists only when we issue an order confirmation. Prices, availability and lead times shown on the site are indicative until then.
- PricesQuoted in EUR unless agreed otherwise. VAT, duties and freight are charged as stated on the order confirmation.
- Recommended retail and MAPRecommended retail prices are guidance. Dealers agree to keep minimum advertised prices consistent with the dealer agreement in order to protect the network.
- Brand and contentLogos, photography, manuals and product data supplied to dealers may be used to resell AURORIDE products, and remain our intellectual property otherwise.
- LiabilityLiability follows the dealer agreement and the order confirmation. Nothing here limits mandatory consumer rights.
- ChangesThese terms may be updated; the version in force is the one published on this page on the date of your order.