Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

FAQ

How long is my product's warranty period?

All our eBikes come with a general warranty period of 2 years. eBike component warranty periods depend on the  component manufacturer. All components used in our eBikes come with a minimum warranty period of 2 years after the date of the original purchase.

What is covered under the warranty of my bike? 

Different components of your eBike may have different warranty periods through their original manufacturers. During these warranty periods we cover material defects and defects caused due to manufacturing. Your eBike needs to be registered with us within 90 days of purchase to ensure your warranty is activated.  

Is my battery covered by warranty? 

Your eBike battery is guaranteed to maintain a minimum of 60% state of health for 2 years or 500 charge cycles. To maintain this warranty the battery must be used in accordance with the manufacturer’s instructions and charged only with the supplied, original charger. To achieve best battery life, the battery  has to be charged to 50% every 90 days as a minimum. Please see our battery manual on the manuals page for more details.

What’s not covered under warranty? 

Our warranty does not cover damage caused by accidents, normal wear and tear, improper use, maintenance and/or assembly issues, commercial use, rental use, stunt riding and neglect. 
Electric bikes that have been derestricted or modified. 
We also do not cover external labour costs, unless otherwise agreed on in writing before the repair commences. 
Second hand eBikes (warranties only apply the original purchaser) 

 

How do I make a warranty claim? 

All warranty claims are handled through the Bike Shop or Service Provider that delivered your eBike to you. Please take your bicycle together with your proof of purchase to the shop and they will look after your concerns.  

If your Bike Shop is not contactable any more, please get in contact with us on support@tvsebike.com.au and we will find an alternative solution.  

 

How long does a warranty claim take? 

We aim to respond to warranty claims within 24hours.

The turnaround time of warranty claims can vary, depending on the complexity of the claim. The claim has to be assessed by our Service Partner and possibly by the Component Manufacturer.

Please expect turnaround times between 4 and 6 weeks after lodging a claim.

What if my warranty claim is denied? 

If your claim is denied by our Service Partner, we will try and assist you with alternative solutions to get you mobile again as soon as possible. If so desired we will return the bike to you as is. 

If your claim is denied by the component manufacturer, we will contact you to discuss alternative solutions and costs. If you don’t wish to have your eBike repaired or returned additional costs may apply.