Warranty Policy

1.     Overviews

1.1     If you are a consumer, meaning that you are not buying our product(s) in the course of your business, trade or profession, you are entitled to 2-year (and 5-year for frame) limited warranty against manufacturing defects in materials and workmanship, starting from the date of delivery. In Europe the warranty is valid within the European Union (with the exception of Malta, Cyprus and EU-Outermost Regions). In North America, the warranty is valid in Contiguous United States. And this warranty policy only applies to purchases directly made on our online store “tenways.com”. Please consult your dealer or retailer about warranty policy if you buy products from them.


1.2     The 2-year limited warranty covers the electronic parts (if applicable) and non-wear and tear components: motor, controller, torque sensor, battery, etc. Frame is covered by limited warranty for 5 years. 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, operator error, water damage, extreme riding, stunt riding, or improper/unauthorized maintenance and services. As for battery, 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, we will still offer support if needed on these components with some reasonable fee charge.


1.3     Detail warranty period for most component as shown on the below table:

 

Product

Warranty Period

Tire

3 months

Inner Tire

n/a

Seat Pad/saddle

6 months

Grips

3 months

Discs

6 months

Brake Pads

3 months

Seat Tube Clamp

3 months

Pedals

1 year

Hydraulic Disc Brakes

1 year

Display Panel

1 year

Front Light

2 years

Bottom Bracket

2 years

Charging Port Cover

2 years

Motor

2 years

Controller

2 years

Torque Sensor

2 years

Sprocket

2 years

Crank

2 years

Forks

5 years

Frame

5 years

Battery

2 years

Front Hub/Wheel Hub 

2 years

Rim

2 years

Belt

2 years

Freewheel

2 years

Waterproof line

2 years

Handlebar

2 years

Stem

2 years

Seat Post

2 years

Bracket Parts

2 years

Charger

2 years

Inflator

2 years

Backlight

2 years

Quick Release

2 years


2.     Process

2.1     To initiate the warranty process, you must contact and inform the customer service of Tenways. We may request you to show the proof of purchase and the most detailed description possible about the issue and photo and/or video materials if possible. Please note that before the issue is completely resolved, you should stop using the product(s) for your safety.


2.2     Customer service of Tenways will work with you on the problem with your product(s) to identify potential resolutions. Depending on your situation, possible remedies may be: we guide you to perform simple fixes by yourself; we lead you to one of the official service points; we allow you to use a professional bicycle workshop of your choice and reimburse the repair costs incurred; or we transport the product(s) back to Tenways for handling. We will instruct you regarding the procedure. The defective component will be replaced with another original component or with another equivalent component. If necessary, you or the professional bicycle workshop of your choice will be provided with the replacement component.


2.3     Please note that you should always contact Tenways for warranty claim and get a prior notification and authorization from us before taking further action. Unauthorized repairs hinder our ability to review the defect and decide whether it falls under the warranty. The warranty may be void if you or third-party attempt to repair the product(s) without a prior notification and authorization from Tenways.


3.     Important hint

3.1     LIKE ANY PHYSICAL ACTIVITY, RIDING A BICYCLE MAY CAUSE MINOR OR MAJOR INJURIES OR DISCOMFORT AND MAY WORSEN OR COMPLICATE UNDERLYING MEDICAL CONDITIONS OR DISEASES. BY CHOOSING TO RIDE A TENWAYS BICYCLE, CLIENT ASSUMES ALL RESPONSIBILITIES AND RISKS FOR ALL SUCH INJURIES OR OTHER MEDICAL CONDITIONS.


3.2     CLIENT ACKNOWLEDGES THAT OPERATING THE BICYCLE HAS INHERENT RISKS, DANGERS AND HAZARDS, INCLUDING, BUT NOT LIMITED TO, TRAFFIC CONDITIONS, WEATHER CONDITIONS, ROAD AND SIDEWALK CONDITIONS, NATURAL AND UNNATURAL OBJECTS AND OBSTACLES, IMPACT OR COLLISION, AND NEGLIGENCE OF OTHERS. CLIENT ACKNOWLEDGES AND AGREES THAT LIMITS ITS LIABILITY AS PROVIDED IN THIS SECTION. CLIENT SHALL INDEMNIFY AGAINST, AND SHALL HOLD HARMLESS FROM ALL COSTS, EXPENSES, AND LIABILITIES (INCLUDING REASONABLE ATTORNEY’S FEES) FROM ANY CLAIMS BY CLIENT OR ANY THIRD PARTY ARISING OUT OF CLIENT’S USE OF THE BICYCLE. WITHOUT LIMITING THE GENERALITY OF THE FOREGOING, EXCEPT AS EXPRESSLY PROVIDED HEREIN, THE CLIENT ASSUMES ALL RISK AND LIABILITY FOR ANY AND ALL LOSS, DAMAGE, OR INJURY INCLUDING DEATH TO PERSONS OR PROPERTY OF THE CLIENT OR OTHERS ARISING OUT OF THE BICYCLE POSSESSION, USE, OPERATION, OR CARE AND CONTROL OF THE BICYCLE BY THE CLIENT INCLUDING, BUT NOT LIMITED TO, ALL MEDICAL COSTS AND FINANCIAL AND ECONOMIC LOSSES.