Warranty Support

How We Handle Warranty Claims

1.  To minimize downtime, we prioritize replacing parts over repairing them whenever possible.

2.  Any component that meets the criteria outlined in this policy will be replaced or repaired at no charge.

3.  For items that fall outside the warranty scope, we still offer repair/replacement services for a fee. To learn about specific charges, please contact us at support@tenvelsbike.com.

4.  Additional costs incurred during the repair process, such as transportation, fuel, or rideshare expenses, are not covered by the warranty.

 

Lifetime Technical Assistance

1.  Our technical specialists are available to provide tailored guidance and expert solutions for complex product issues.

2.  You'll benefit from personalized, one-on-one support, with a dedicated representative assisting you throughout the process.

3.  This service is available to all customers regardless of warranty status. Please note: after the warranty period, any replacement parts will be charged separately.

 

What Is Covered by Warranty?

All of the following conditions must be met to qualify:

1.  The product must be purchased from the official Tenvels store or authorized resellers. Purchases from unauthorized sources or second-hand sales are not eligible.

2.  The product or part must still be within its warranty period (refer to the warranty table for timelines).

3.  The issue must be a result of manufacturing defects or material flaws, not external damage.

4.  A valid warranty card must be presented and correspond to the product.

 

What Is Not Covered?

The warranty does not apply in the following scenarios:

1.  Wear-and-tear or consumable components, including:

a.  Brake pads, plastic parts, rims, spokes, brake cables, or surface scratches.

2.  Damaged accessories or cables that show visible cuts, cracks, or abrasions.

3.  Improper handling or use, such as:

a.  Failure to follow the user manual for operation, care, or adjustments.

b.  Unauthorized disassembly, repairs, or modifications.

c.  Incorrect usage or poor storage conditions.

4.  Damage caused by accidents or impacts.

5.  Minor cosmetic damage (scratches, dents) sustained during shipping.

Component Warranty Coverage & Duration

Item	Parts	Guarantee time	Service
Basic parts	Frame	36 months	Natural deformation, open welding, desoldering fracture phenomenon, quality problems caused by poor manufacturing can be replaced. Self-modification, collision damage, etc. are not warranted.
Basic parts	Fork, Handlebar, Stem, Seatpost	24 months	Natural deformation, open welding, desoldering fracture phenomenon, quality problems caused by poor manufacturing can be replaced. Self-modification, collision damage, etc. are not warranted.
Basic parts	Kickstand, Tires, Saddles, Fenders, Safety hook, Frame clamp, Stem clamp, Seat clamp, Pedals, Brake discs, Brake levers	3 months	Tire puncture by sharp objects, collision damage of spare parts, etc. are not warranted.
Basic parts	Crank chain disc, Front arm set, Hub, Wheel hub, spokes, Shift finger dial, Derailleur, Flywheel, Chain, Bottom bracket, Shock absorber	6 months	Man - made damage, self - modification, collision damage of parts and accessories are not warranted.
Electric parts	Controller	24 months	Short circuit, burnout, performance failure due to poor manufacturing can be replaced. Water, disconnection, and man - made damage are not warranted.
Electric parts	Charger, Main wiring harness	24 months	Short circuit, burnout, performance failure due to poor manufacturing can be replaced. Water, disconnection, and man - made damage are not warranted.
Electric parts	Display instrument, Speed control knob, Booster, Controller cover plate	6 months	Short circuit, burnout, performance failure due to poor manufacturing can be replaced. Water, disconnection, and man - made damage are not warranted.
Electric parts	Headlights, Taillights, Power - off brake levers, Switches	3 months	Short circuit, burnout, performance failure due to poor manufacturing can be replaced. Water, disconnection, and man - made damage are not warranted.
Motor parts	Motor, Hall, Bearing, Clutch	24 months	Phase loss, Hall element burnout, demagnetization, abnormal bearing noise can be replaced. Breakage, water ingress are not warranted
Motor parts	Lithium battery	24 months	Replace the battery due to faults such as broken grids, No power storage, and less than 70% capacity. No warranty for water ingress or man - made damage

 

Submitting a Warranty Request

 

🔹 If You Purchased from TENVELS Official Website:

1.  Please complete the warranty request form by clicking here.

2.  Include all necessary product details and a description of the issue.Once we’ve reviewed your submission, we’ll arrange for the necessary replacement parts to be sent, and provide step-by-step guidance for installation or adjustments if needed.

⚠️ Reminder: Products sent back to us without prior approval will not be eligible for warranty processing or acceptance.

 

📩 Need Help?

If you have additional questions regarding warranty eligibility or procedures, feel free to email us at support@tenvelsbike.com. Our support team is here to assist you.