Warranty & Return Policy
This policy outlines the after-sales rights and responsibilities of both the buyer and Tonnerrey. It applies to all customers ("Users") who purchase Tonnerrey electric bicycles through our official website or authorized online stores. This policy becomes effective on the date the product is delivered.
1. Warranty Service Policy
1.1 Warranty Period & Coverage
The warranty period begins on the earliest of the following: delivery date, purchase invoice date, or product activation date. Warranty covers manufacturing defects only.
| Component | Coverage | Warranty Period |
|---|---|---|
| Frame | Cracks, deformation, weld failure | 1 Year |
| Front Fork | Cracks, deformation, weld failure | 1 Year |
| Motor | Magnet issues, coil burnout, abnormal noise | 1 Year |
| Battery | Leakage, short circuit, swelling, abnormal capacity loss | 1 Year |
| Controller | Performance failure, burnout | 1 Year |
| Display | Malfunction, abnormal display | 1 Year |
| Lights | Failure to function | 6 Months |
| Charger | Charging failure | 6 Months |
| Tires | Cracking, air leakage upon delivery | 3 Months |
| Switches | Malfunction | 3 Months |
| Throttle | Speed control failure | 3 Months |
| Brakes | Leakage, deformation | 3 Months |
Important Notes
- Within 30 days, return shipping for warranty issues is covered by Tonnerrey. After 30 days, shipping is the customer’s responsibility.
- Damage caused by misuse, modification, or accidents is not covered.
- Consumable parts are not covered under warranty.
- Battery performance may decrease in cold weather — this is normal.
- Water damage to battery is not covered.
- Commercial/rental use is not covered.
Warranty Claim Process
- Provide proof of purchase
- Provide bike frame number
- Submit photos or videos of the issue
1.2 Warranty Service Method
- Customer service responds within 24 hours
- Remote troubleshooting provided
- Free repair or replacement within warranty
- Paid repair (parts + labor) outside warranty
2. Return & Exchange Policy
2.1 7-Day Return Policy (No Reason Required)
- Product must be unused and in original condition
- No scratches or installation signs
- All packaging and accessories included
- Customer pays return shipping
2.2 Quality Issues
- Within 7 days: Return, replacement, or free repair (seller pays all costs)
- Within 15 days: Replacement or repair (new warranty applies)
- After 15 days: Repair service; refund only if irreparable
2.3 Non-Returnable Situations
- No valid proof of purchase
- Used, damaged, or modified products
- Missing parts or registered bikes
- Improper use or unauthorized repair
- Second-hand products
3. Disclaimer
- Out-of-warranty products
- Unauthorized modifications or repairs
- Improper use (overload, low tire pressure, etc.)
- Battery misuse (overcharge, water damage, etc.)
- Damage from accidents or natural disasters
- Normal wear and tear
- Use of non-original parts
4. Shipping & Fees
- Covered by Tonnerrey: Quality issues, defects, wrong items
- Covered by Customer: No-reason returns, personal reasons
- Out-of-warranty: Customer pays parts, labor, shipping
5. Contact Us
If you have any questions, please contact us at:
Email: service@tonnerrey.com