Warranty Policy
Tenways Technovation Europe B.V. / Tenways Sport UK Limited
Effective Date: 2 January 2026
Version: 2026.v1
Tenways Technovation Europe B.V. provides a standard warranty (‘‘Warranty”) on all e-bikes （ “E-bikes”), power banks and other accessories (“Products” or “Product”) purchased directly from its official online store or from authorized dealers, within the European Union (“EU”), the European Economic Area (“EEA”), and Switzerland. For customers located in the United Kingdom, the Warranty is provided by Tenways Sport UK Limited. Tenways Technovation Europe B.V. and Tenways Sport UK Limited are referred to collectively in this policy as “Tenways”, unless the context requires distinguishing between them.
The Warranty is provided in addition to, and does not affect, any statutory rights that consumers may have under applicable law concerning the non-conformity of goods.
1. Warranty Coverage
1.1 The Scope of the Warranty
Tenways provides Warranty against defects in materials and workmanship under normal use of the Products that are purchased in the European Union, the European Economic Area, Switzerland and the United Kingdom, and for the period of time as defined in Article 2 (“Product Warranty Period”).
Unless otherwise provided under this policy, the Warranty applies to all non-consumable and non-wearable components of the Product, including but not limited to the frame, motor, controller, torque sensor, battery. Certain consumables and wearable components may also be covered as listed under “Warranty Periods by Component” in Article 2, subject to the terms specified.
1.2 Consumer’s Responsibility
The consumer shall demonstrate reasonable care and use, and follow preventive maintenance, storage, and lubrication schedules as required by use, climate and other pertinent factors. Tenways may reject any warranty claims that are the result of poor product maintenance or misuse by the user.
1.3 The Geographical Area
The Warranty applies exclusively within the EU, EEA, Switzerland and the United Kingdom, with the exception of Malta, Cyprus and EU Outermost Regions where Tenways does not operate warranty service infrastructure. This clause does not affect any statutory rights that consumers may have under applicable national law.
2. Warranty Periods by Component
The warranty period commences either on the date of purchase as stated on the original purchase invoice and remains in effect for the duration specified for each component listed below.
“Product Warranty Period”:
|
Category |
Warranty Period |
Included Components |
|
Frame & Structural |
5 years |
Frame, Rigid Metal Front Forks, not including inner tube |
|
Electrical & Electronic Components |
2 years |
Motor, Battery, Controller & Display, Front/Back Lights, Smart Connect (HW), Torque Sensor etc. |
|
Mechanical, Cargo & Accessory Components |
2 years |
Crank, Sprocket, Freewheel, Belt, Bottom Bracket, Hubs & Rims, Handlebars, Seat Post, Cargo Load Box & Covers, Duo Handrail/Box etc. |
|
Accessories (2-Year) |
2 years |
Pannier Bag, Charging Port Cover, Chain Cover, Battery Cover, TENWAYS Power Bank. |
|
Functional Components & Accessories (1-Year) |
1 year |
Hydraulic Disc Brakes, Anti - vibration Fork, Pedals, Kickstand, Chain, Seat (Cargo One) etc. |
|
Standard Components – 6 Months |
6 months |
Discs, Seat Pad/Saddle. |
|
Standard Components – 3 Months |
3 months |
Tire, Spoke, Brake Pads, Grips, Seat Tube Clamp, Bicycle Canopy (Cargo). |
For the detailed information per product, see the Warranty list
Note: Repair or replacement of any product or part under this warranty does not reset or extend the original warranty period.
3. Warranty Exclusions
3.1 General Exclusions
The 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
3.2 Battery-Specific Exclusions
The Warranty for batteries excludes the following:
● Normal capacity degradation due to wear and tear. For the purposes of this warranty, a reduction in battery capacity to sixty percent (60%) or less of its original capacity after five hundred (500) full charge cycles or two (2) years from the date of delivery (whichever occurs first) shall be considered normal and not a defect.
● 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, such as operation below 0°C or above 30°C, or storage outside the range of -20°C to +45°C.
● Damage due to improper storage, including prolonged storage while fully charged, extremely low state of charge, or failure to recharge the battery for extended periods. If the battery is left unused or uncharged for a long time, it may enter deep sleep or protection mode or suffer irreversible capacity loss due to self-discharge. These are normal consequences of improper storage and are not considered defects covered by this Warranty. We recommend strictly following the charging and storage guidelines in the user manual to preserve battery health.
3.3 Proof of Original Purchase and Second-Handed Bikes
Tenways does not provide any additional warranty in the case of second handed products. Warranty for second-handed Products will only apply with proof of original purchase of the Product from Tenways or through an authorised dealer. In the case of second-handed bikes, the period for Warranty that Tenways provides commences on date of purchase of the Product to the original purchaser and shall end a year after, and under no circumstances it cannot exceed the periods defined in the Article 2.
4. Repair, Replacement or Return
(a) Exclusive Remedy
If a defect is found and covered under this warranty, Tenways will, at its sole discretion,
a. repair the defective part/product,
b. replace it with one of equal or greater value and functionality within a reasonable period of time upon receiving the claim, or
c. offer a return and refund option (see 4(f) for conditions).
A warranty claim honoured by Tenways does not automatically mean that Tenways also accepts liability for any loss or damage sustained. Tenways is not liable for indirect or consequential damages; loss of use; transport delays; economic or pure financial losses.
(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.
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
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.
(f) Return
If Tenways determines that neither repair nor replacement is feasible or effective, Tenways may, at its sole discretion, offer a return of the product. In such cases, the customer will be eligible for a refund not exceeding the original purchase price, less any applicable depreciation, taxes, fees, or shipping costs.
(g) Accessories or parts purchased by customers
The Warranty and any refund or return remedy apply only to the Product itself. Any accessories or additional parts purchased separately by the customer that were not originally included with the Product (including but not limited aftermarket add-ons or upgrades) are not covered. The return or refund of the Product does not entitle the customer to a return or refund of such separately purchased accessories. Tenways is not responsible for reimbursing such additional purchases.
5. Out-of-Warranty Service
For defects not covered under the Warranty or arising after the Warranty has expired, Tenways may offer, at its discretion, repair or replacement services for a fee. These services are subject to availability and technical feasibility.
6. Warranty Claim Process
6.1 Initiating a Claim
To initiate a claim, the consumer must contact Tenways Customer Service and provide:
● Proof of purchase.
● A detailed description of the issue.
● Supporting photos or videos, if available.
⚠️ Important: For your safety, discontinue use of the product until the issue is resolved. Tenways is not liable for injuries or damage or losses resulting from continued use after a claim has been filed.
6.2 Resolution Process
Depending on the issue, Tenways may:
1. Guide you through self-repair for minor issues.
2. Refer to an official Tenways service center.
3. Arrange for return of the product to Tenways for inspection and repair.
6.3 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.