TIMEWALKER E-BIKE VIETNAM WARRANTY POLICIES
Before ships e-bike to customers, we test it thoroughly as part of the build process so you can be confident that it is in as perfect a condition as it can be with no evident defects. As soon as you receive your order, please check the quality of product and read TIMEWALKER’s USAGE for the best assembly/operation, and maintenance.
WARRANTY CONDITIONS:
1. There is a defect in the materials or workmanship
2. The cause of the change in the product is not due to wear and tear or ageing (For more information, see the “Nature wear and tear” section).
3. The damage was not caused by use of the bike for anything other than the intended purpose (for recreation).
4. A warranty is provided to the original owner and ceases upon transfer to another party. A proof of purchase will be required in the event of a claim.
5. Please send claims under this warranty directly to TIMEWALKER and proof of purchase will be required in the event of a claim to verify the origin of products. Guarantee claims must be asserted within the official guarantee time period.
WARRANTY COVERAGE:
1. Frame: The frame warranty will cover around six years from the date of purchase, does NOT include rear derailleur hanger and paintwork/scratches on the frame (The rear derailleur hanger will not be covered by the warranty as it can be bent back into shape).
2. Electric Part (Motor function, display, battery function/range): 1 year
3. Shifters (In case of crack, gear function/noise): 12 months
4. Hubs: 6 months.
5. Fork: 6 months.
6. Brake Shifter: 6 months.
7. Rims: 6 months.
WARRANTY EXCLUSIONS:
1. Damage caused by improper use or force majeure
2. Damage that results from improper or insufficient care, repairs, customizations and alterations.
3. Accidental damage or other external effects, or the consequent damage caused by an accident
4. Damage resulting from competitive or commercial use
5. Special fittings, accessories, or non-standard components, including changing the software from the manufacturer’s settings
6. All parts are subject to function-related wear and tear, including but not limited to: tire, tube, brake pads, cables, grips, saddles, chain, spoke, battery/controller housing ….
What is ‘wear and tear’ ?
At a practical level this is damage caused by using your ebike. As a general rule, if it worked upon collection of your bike then it won’t be treated as a warranty item.
Here are some examples of what is classified as wear and tear parts that are not covered under warranty:
- Tires / flat tires
- Broken spokes
- Worn brake pads – expect to replace these approx every 12 months. E-bikes wear brake pads quickly
- Chains – expect to replace chains approx every 1,500km, sooner if you are riding a high torque motor and are a heavier rider
- Chain wheels, sprockets, bottom brackets, derailleur hangars and jockey wheels
- Sliding bearings/bearings
- Lights and lighting systems
- Mudguards and rubbing
- Broken kickstands
- Worn handlebar tape/handle grips
- Replacement hydraulic oils and lubricants
- Gear-shift cables and brake cables
- Paint and parts finishes eg scratches and dents
- Batteries (depletion of capacity to 60% is acceptable within first two years)
- Cracked frames where it has resulted from improper use, e.g., telescopic seatposts or seatpost shims not fully inserted while riding, carrying loads beyond the recommended carry capacity.
Genuine defects usually present themselves within the first couple of hundred kms with e-bikes so if you have something that is not quite right be sure to get in touch. Unfortunately inexperienced riding or “not knowing” is not accepted by manufacturers as a reason to provide a warranty replacement. It must be proven to be a defect.
There is an onus on the rider / owner to learn how to take due care and manuals are provided with your bike to assist with this. If you are not sure of something feel free to talk to us. A quick google search can often provide advice too, however ensure it is a reputable and suitably experienced channel.
Customers shall take responsibility to properly store and operate the e-bike to keep the electric components away from water, fire, corrosive chemicals, etc. Defects caused by failing to do so will also void the warranty.
