Refund policy

Last updated: JAN. 01, 2026

This policy outlines the after-sales rights and responsibilities of both the buyer and Tonnerrey, based on the characteristics of our products and online sales model. 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. Any matters not covered herein shall be governed by applicable laws and regulations.

1. Warranty Service Policy

1.1 Warranty Period & Coverage

The warranty period begins on the earliest of the following:

  • Delivery date (based on carrier tracking)
  • Purchase invoice date
  • Product activation date

The warranty covers manufacturing defects only and does not include normal wear and tear, misuse, or damage caused by external factors.

Warranty Coverage by Component

Component Coverage Warranty Period
Frame Cracks, deformation, weld failure (non-human causes) 1 year
Front Fork Cracks, deformation, weld failure (non-human causes) 1 year
Motor Magnet detachment, coil burnout, abnormal noise, error codes 1 year
Battery Leakage, short circuit, fire, swelling, abnormal capacity drop (>20%) 1 year
Controller Performance failure, burnout, error codes 1 year
Display Malfunction, abnormal display, error codes 1 year
Lights Failure to function 6 months
Charger Functional failure (non-human causes) 6 months
Tires Cracking, delamination, exposed cords, air leakage upon delivery 3 months
Switches Malfunction or loss of function 3 months
Throttle Failure to regulate speed 3 months
Brakes Oil leakage, cracking, deformation (non-human causes) 3 months

Additional Notes

  • Within the first 30 days, return shipping for warranty claims is covered by Tonnerrey. After 30 days, shipping costs are the customer’s responsibility.
  • Damage caused by misuse, accidents, or unauthorized modifications is not covered.
  • Parts not listed above are considered consumable/wear items and are not covered.
  • Damage caused by failure to follow the user manual, self-repair, or unauthorized service is not covered.
  • Battery performance may decrease in cold weather — this is normal and not covered.
  • Water damage to the battery due to usage conditions is not covered.
  • Displayed mileage is approximate; a variance of ±5 km (≈3 miles) is normal.
  • Commercial or rental use is not covered under warranty.
  • Minor differences between product images and actual products due to updates do not qualify as defects.

Warranty Claim Process

To request warranty service, please provide:

  1. Proof of purchase (date)
  2. Bike frame number
  3. Photos or videos showing the issue

Note: Promotional items and customer-installed accessories are not covered.

1.2 Warranty Service Method

  • Diagnosis: Customer service will respond within 24 hours and provide troubleshooting guidance. If needed, customers may be directed to an authorized service center or asked to ship the product for inspection.
  • Repair or Replacement:
    • Within warranty: Free repair or replacement with original parts
    • Replacement parts follow the original warranty period (no reset)
    • Outside warranty: Paid service (parts + labor)

2. Return & Exchange Policy

2.1 7-Day Return Policy (No Reason Required)

Customers may request a return within 7 days of delivery if:

  • The product is unused and in original condition
  • No scratches, installation, or usage signs
  • All packaging, accessories, manuals, invoice, and free gifts are included
  • The product is not registered or modified

Shipping costs are the customer’s responsibility.
Deductions may apply for missing items or damage.

2.2 Returns & Exchanges for Quality Issues

  • Within 7 days:
    Customers may request a return, replacement, or free repair.
    Tonnerrey covers all costs. Full refund issued (excluding aftermarket additions).
  • Within 15 days:
    Customers may request replacement or repair.
    Replacement units are new, same model, with a new warranty period.
  • After 15 days (within warranty):
    Free repair or replacement parts provided.
    If irreparable, partial refund may be issued based on depreciation.

2.3 Non-Returnable Situations

Returns/exchanges will not be accepted if:

  • No valid proof of purchase is provided
  • Product has been used, damaged, scratched, or modified
  • Parts are missing or product is registered/licensed
  • Damage is caused by misuse, unauthorized repair, or improper operation
  • Request is outside the return period and not covered by warranty
  • Product has been resold (second-hand ownership)

3. Disclaimer

Tonnerrey is not responsible for free warranty or returns in the following cases (paid service may still be available):

  • Warranty period has expired
  • Proof of purchase is missing
  • Unauthorized modifications or repairs
  • Improper use (overloading, speeding, low tire pressure, etc.)
  • Battery damage due to over-discharge, overcharge, water exposure, or puncture
  • Damage from natural disasters, fire, corrosion, or accidents
  • Normal wear and tear or consumable parts (tires, tubes, etc.)
  • Damage caused by non-original parts

4. Shipping & Fees

4.1 Responsibility for Shipping Costs

  • Covered by Tonnerrey:
    • Quality issues
    • Incorrect shipments
    • Manufacturing defects
  • Covered by Customer:
    • 7-day no-reason returns
    • Personal reasons
  • Out-of-warranty repairs:
    Customer pays for parts, labor, and shipping

5. Contact Us

If you have any questions regarding this policy, please contact us:

📧 service@tonnerrey.com