1-year Warranty Extension

These Terms and Conditions (“Terms”) apply to the Extended Commercial Warranty (“Extended Warranty”) offered by Tenways Technovation Europe B.V. (“Tenways”) for select bicycle models. The Extended Warranty is available for purchase through Tenways’ official website for an additional fee and is supplemental to, and does not replace or affect, any rights provided under the Standard Warranty or any statutory rights under applicable consumer protection laws.

1. Eligible Purchaser

The Extended Warranty may only be purchased by the original purchaser of a Tenways Ebike that was acquired through Tenways’ official website and must be purchased before the expiration of the applicable Standard Warranty period. However, once purchased, the Extended Warranty is tied to the specific Ebike, and any lawful subsequent owner of that Ebike shall be entitled to the benefits of this Extended Warranty, subject to these Terms.

2. Warranty Coverage

This Extended Warranty provides continued protection for select components of Tenways Ebikes against defects in materials and workmanship, under normal and intended use, as detailed in the plan options below. Please note that transportation costs and regular maintenance costs are not covered under any of the Extended Warranty plans.

2.1 Plan Options: Coverage & Cost

Tenways offers three levels of Extended Warranty coverage. Each level incorporates the coverage of the preceding tier(s) and adds additional component protection as described below. The fee for each plan is clearly displayed on Tenways’ official website and may vary depending on the bicycle model and the selected term. 

Basic Plan

Covers the cost of repair or replacement of the following mechanical components:

Frame, Rigid Metal Front forks, Front Light, Backlight, Bottom Bracket, Charging Port Cover, Sprocket, Crank, Front Hub/Wheel Hub, Rim, Belt, Waterproof line, Handlebar, Stem, Seat Post, Bracket Parts, Inflator/Pump, Quick Release, Gear Lever, Gear Plate, Mudguards, Reflector, Hydraulic Disc Brakes, Ring, Anti-vibration Front forks, Cover of Load Box（Cargo), Kickstand（Cargo), Load Box(Cargo), Seat (Cargo).

Advanced Plan

Includes all items covered under the Basic Plan, and also covers the following electronic components:

Display Panel, Motor, Controller, Torque Sensor, Freewheel, Charger, Mechanical Speed Controller.

Comprehensive Plan

Includes all items covered under the Advanced Plan and additionally covers the battery.

2.2 Warranty Periods

The Extended Warranty period begins immediately after the expiration of the Standard Warranty and remains valid for the additional term selected at the time of purchase (e.g., one (1) year or two (2) years).

Note：Coverage under the Extended Warranty is non-renewable and applies only during the specified term. Repairs or replacements carried out under this Extended Warranty do not extend the warranty period.

2.3 Warranty Exclusions

Exclusions under this section are designed to align with Dutch standards of reasonableness under Dutch Civil Code. Tenways reserves the right to adjust these thresholds only if consistent with mandatory consumer rights.

(a) General Exclusions

This limited warranty does not cover:

● Consumables, including but not limited to inner tubes, brake pads, and tires.

● Wear-and-tear components, such as grips and chains.

● Damage caused by misuse or abuse, including but not limited to:
○Commercial use
○Stunt riding
○Improper storage
○Water damage

● Damage caused by unauthorized actions, such as:
○Use of third-party or non-approved components
○Incorrect assembly
○Unauthorized software modifications

●Damage due to external factors, including but not limited to:
○Accidents
○Theft
○Exposure to extreme environmental conditions
○Power surges

(b) Battery-Specific Exclusions

The battery warranty excludes the following:

●Normal capacity degradation due to wear and tear. Battery degradation shall not be considered a defect if the battery retains more than 50% of its original capacity after 750 full charge-discharge cycles or 3 years from the original delivery date, whichever occurs first.

●Damage from the use of non-approved charging equipment, including chargers and power sources not provided or authorized by Tenways.

●Damage caused by exposure to extreme temperatures.

●Damage due to improper storage, including prolonged storage while fully charged and deep discharge over extended periods.

We recommend strictly following the charging and storage guidelines in the user manual to preserve battery health.

3. Repair and Replacement

(a) Exclusive Remedy

If a defect is found and covered under this warranty, Tenways will, at its sole discretion, repair the defective part/product or replace it with one of equal or greater value and functionality within a reasonable period of time upon receiving the claim.

(b) Condition of Replacement Parts

Replacement parts may be new, refurbished, or reconditioned and will be functionally equivalent to the original. Refurbished batteries will retain at least 80% of their original capacity.

(c) Determination Criteria

Tenways’ decision to repair or replace will be based on:

●Nature and severity of the defect
●Availability of suitable parts
●Age and mileage of the product
●Repair feasibility
●Safety considerations

(d) No Extension of Warranty

The warranty period for any repaired or replaced item remains tied to the original purchase date and will not be extended.

(e) Ownership of Replaced Parts

All replaced parts or products become the property of Tenways. Tenways reserves the right to refurbish, reuse, or dispose of them at its discretion.

4. Claims Process

4.1 Initiating a Claim

To initiate a claim, the consumer must contact Tenways Customer Service and provide:

●Proof of purchase of both the Ebike and the Extended Warranty.
●A detailed description of the issue.
●Supporting photos or videos, if available.

4.2 Resolution Process

Depending on the issue, Tenways may:

1.Guide you through self-repair for minor issues.
2.Refer you to an official Tenways service center.
3.Arrange for return of the product to Tenways for inspection and repair.

4.3 Prior Authorization Required

Do not attempt any repairs without prior authorization from Tenways. Unauthorized repairs will void the warranty, and Tenways will not reimburse third-party repair costs undertaken without such authorization.

5.Withdrawal Right 

You have the right to withdraw from this Extended Warranty within 14 calendar days without giving a reason. This period starts from the date of the order confirmation.
To withdraw, please inform us by sending email to customer.service@tenways.com. We will refund all payments within 30 days of receiving your withdrawal notice.
Withdrawal Right Exceptions
Your right to cancel expires immediately if you gave separate written consent to begin service execution during the withdrawal period, and acknowledge that withdrawal rights terminate upon full performance.
If you used the warranty for repairs during the withdrawal period but services are not fully completed, you retain withdrawal rights. We will deduct the value of services provided from your refund, calculated as: Refund = Total Price × (Remaining Coverage Days ÷ Total Coverage Days).

6. Governing Law and Dispute Resolution

These Terms and Conditions shall be governed by the laws of the Netherlands. In the event of any dispute relating to the Extended Warranty, you agree to first contact our Customer Service team through official channels. We will provide a substantive response to your complaint within 30 days of receipt.
If you reside in the European Union and are not satisfied with our resolution, you may pursue mediation through the European Union's Online Dispute Resolution Platform available at https://ec.europa.eu/consumers/odr. Residents of the Netherlands may alternatively seek assistance from the Dutch Consumer Disputes Board (Geschillencommissie).
Any unresolved disputes shall ultimately be subject to the exclusive jurisdiction of the competent courts of Amsterdam, the Netherlands. However, consumers residing in other EU countries retain the right to bring proceedings in their country of residence under applicable European regulations.

7. Amendments

 We reserve the right to update or modify these Terms to reflect service improvements, operational changes, or to comply with legal requirements. You will be notified in advance of any such amendments via your designated communication channels.
Amendments that do not materially reduce your existing rights or benefits under the Extended Warranty will take effect thirty (30) calendar days after the date of notification. These changes will apply to all ongoing and future service engagements without requiring any action on your part.
If any amendments materially alter key terms that affect your rights, the revised provisions will apply only to Extended Warranty agreements entered on or after the effective date of such modifications. Your current coverage will continue to be governed entirely by the version of the Terms in effect at the time of your original purchase.

The warranty does not cover: any consumables, any non-original or unauthorized components and parts, normal wear and tear of any covered components, any damage or defects to covered components resulting from failure to follow instructions in the owner’s manual, force majeure, accident, theft, vandalism, misuse, neglect, abuse, commercial use, alterations, modification, improper assembly, incorrect assembly or installation of the product or part thereof by the user/consumer, operator error, water damage, extreme riding, stunt riding, or improper/unauthorized maintenance and services. As for battery, in addition to above, the warranty doesn’t cover damages from power surges, use of improper charger, improper maintenance or other such misuse, normal wear or water damage，improper storage ( under -20° or above +45°). Wear and tear components are not covered by the 2 years of warranty, but we will still offer support if needed on these components with some reasonable fee charge.