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. The mentioned warranty period is valid within the European Union (with the exception of Malta, Cyprus and EU-Outermost Regions). And this warranty policy only applies to purchases directly made on our online store “tenways.com”. In case you purchased the products from your local shop, retailer, dealer, please consult them on warranty policy applicable to you.


1.2    The 2-year limited warranty covers the electronic parts (if applicable) and non-wear and tear components, such as: motor, controller, torque sensor, battery, etc. Frame is covered by limited warranty for 5 years. 


1.3    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.


1.4    This product warranty expressly does not cover problems caused by any modification or transformation of the product, including, but not limited to the use of a third party application to change or adjust the motor control settings. It is important to know that one change can already lead to damage. In addition, if such modifications cause problems to other aspects of the bicycle, including the hardware, these specific problems are also not covered by this warranty.


1.5    This product warranty does not apply to products that are not Tenways-branded, even if packaged or sold with stipulations like, but not limited to “ Suitable for Tenways e-bikes” products. Non-Tenways branded products may have the benefit of a manufacturer's warranty provided by the product manufacturer. Please see your product box and literature for details. 


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

Product

Warranty Period

Tire

3 months
Spoke

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

2 years

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

Front forks for CGO600 & CGO600PRO

5 years

Front forks for CGO800S & AGO X & AGO T & Cargo One

1 year

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

Gear Lever

2 years

Mechanical Speed Controller

2 years

Gear Plate

2 years

Reflector

1 year

Ring

1 year

Cover of Load Box（Cargo ）

1 year

Bicycle Canopy（Cargo ）

3 months

Mudguards（Cargo ）

2 years

Kickstand（Cargo ）

1 year

Load Box（Cargo ）

1 year

Seat (Cargo One)

1 year

 


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. Any injury or additional damages caused by the use of the damaged product, which the warranty process was initiated for, shall be at the risk of the consumer. 


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, at Tenways choice, may be: 

2.2.1. we guide you to perform simple fixes by yourself; 

2.2.2. we lead you to one of the official service points; 

2.2.3. we transport the product(s) back to Tenways for handling. 


2.3    Please note that you should always contact Tenways for any 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 will be void if you or third-party attempt to repair the product(s) without a prior notification and authorization from Tenways. Any repairs of the product(s) by the third parties without authorization from us shall not be reimbursed by 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    BY PURCHASING THE PRODUCT FROM TENWAYS, CONSUMER 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. CONSUMER ACKNOWLEDGES AND AGREES THAT LIMITS ITS LIABILITY AS PROVIDED IN THIS SECTION. CONSUMER 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 CONSUMER’S USE OF THE BICYCLE. WITHOUT LIMITING THE GENERALITY OF THE FOREGOING, EXCEPT AS EXPRESSLY PROVIDED HEREIN, THE CONSUMER ASSUMES ALL RISK AND LIABILITY FOR ANY AND ALL LOSS, DAMAGE, OR INJURY INCLUDING DEATH TO PERSONS OR PROPERTY OF THE CONSUMER 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.