Warranty

Our Warranty Policy

The specific warranty covering your TotGuard bike is governed by the law of the state or country in which it was purchased, and applies only to bikes purchased from Authorized TotGuard Retailers or directly from totguardebike.com.

We implement equal warranty on products and provide comprehensive after-sales service. After reviewing our warranty policy, if you believe you have a warranty claim, please contact us at service@totguardebike.com.

• 30 Days Returns and Exchanges: Within 30 days from the date of purchase, if non-human damage is found, we will provide return, exchange, reissue and refund services.
• 1 Year Free Warranty Guarantee: Within 1 year from the date of purchase, if non-human damage is found, we will provide free bike components replacement and warranty services (with some exceptions).
• Lifetime After-Sales Support: After 1 year from the date of purchase, if the bike needs warranty, we continue to provide after-sales support service (customer bears the cost and shipping of replacement components).

The 1-year warranty would be started since the intial owner has received it.The warranty would be registered automatically when the initial purchaser ordered it in the online shop. So the warranty is ONLY under the INITIAL PURCHASER and the 1-year warranty would be started since the intial owner has received it.

Note: All free bike components will not be replaced or compensated if they are scratched during transportation. If the product is exchanged, we will reissue or replace it for you within 7 days; if it is returned, we will refund it to the original payment account within 1 week.In the case of free shipping, consumers are responsible for the return shipping costs.

Warranty Details

Every electric bike and bike components sold by totguardebike.com and authorized dealers (such as Amazon, eBay and Walmart etc.) is covered under our manufacturer's limited time all-inclusive warranty for the original owner against defects in material or workmanship.The warranty period of its bike components is as follows:

Warranty coverage

1 Year Limited Warranty

ebike components including frame, fork, battery, motor, controller,battery charger are warranted to be free from manufacturer defects in materials and/or workmanship for a 1 years period from the date of original purchase.

3-6 Months Limited Warranty

Handlebar, meter, Rear shock absorption and bike hub, shifting system are warranted to be free from manufacturing defects in materials and/or workmanship for 3-6 Months period from the date of original purchase.

No Warranty

Please note that stripped threads due to operator error during assembly are not covered by this warranty.This limited warranty is void if the bike is subjected to abuse, neglect, improper repair, improper maintenance, alteration, modification, an accident or other abnormal, excessive, or improper use.
Determining Whether Damage Or Defect To An Ebike Or Covered Component Is Protected By This Limited Warranty Shall Be In The Sole Discretion Of TotGuard.

Limited Warranty Terms

All TotGuard ebikes (the “ebike”), and their individual Covered Components (as defined herein), are protected against all manufacturing defects in material or workmanship for 1 year after purchase of the ebike by the customer (the “Warranty Period”). This limited warranty applies only to ebikes purchased from TotGuard online or physical storefront (purchases inother channels shall be subject to their respective warranty terms) and in accordance with the following terms:

1. This warranty only applies to the original owner of a TotGuard ebike. The Warranty Period begins upon your receipt of the ebike and shall end immediately upon the earlier of the end of the Warranty Period or any sale or transfer of the ebike to another person. For pre-owned TotGuard ebikes, you are only entitled to the warranty if the following conditions are met (not optional): A. The limited warranty service has not expired since the original owner received it. B. You have the original owner's name, email and initial order number. C. Ability to provide complete bike warranty component label information.
2. The Limited Warranty is expressly limited to the replacement of a defective lithium ion battery (the “Battery”), frame, forks, stem, handlebar, headset, seat post, saddle, brakes, lights, bottom bracket, crank set, pedals, rims, wheel hub, freewheel, cassette, derailleur, shifter, motor, throttle, controller, wiring harness, LCD display, kickstand, reflectors and hardware (each a “Covered Component”).
3. This warranty is expressly limited to the replacement of defective components at the sole discretion of TotGuard. This warranty does not cover any damage or defects resulting from failure to follow instructions in the owner’s manual, acts of God, accident, misuse, neglect, abuse, commercial use, alterations, modification, improper assembly, wear and tear, installation of components or accessories not originally intended or compatible with the bike as sold, operator error, water damage, extreme riding, stunt riding, or improper follow-up maintenance.

TotGuard will not be liable and/or responsible for any damage, failure or loss caused by any unauthorized service or use of unauthorized components. In no event shall TotGuard be responsible for any direct, indirect or consequential damages, including without limitation, damages for personal injury, property damage, or economic losses, whether based on contract, warranty, negligence, or product liability in connection with their products. TotGuard may charge customer for minium service fee, replacement components cost or shipping cost if any case does not apply to the warranty policy.

One of the following conditions does not meet the warranty conditions:

1. Test and dispose of vehicles for sale.
2. Normal wear and tear of any Covered Component.
3. Products or accessories that have exceeded the warranty period.
4. Damage caused by improper use, repair and maintenance by users.
5. Normal oxidation and corrosion of electrical components.
6. Damage caused by natural disasters, man-made disasters, irresistible forces or chemical attacks.
7. For accessories that do not need to be returned or exchanged, video, pictures and other supporting materials cannot be provided.
8. Damage caused by modification or addition or reduction of other accessories.
9. Vulnerable components or consumables during normal use (accessory coatings, inner tubes, threaded tubes, ordered parts, sprockets, chains, pedals).
10. Damage to the product due to accident or collision.
11. Lost or stolen bikes and bike components.
12. Damage caused by illegal racing bikes and illegal extreme sports.
13. Labor costs for self-service repairs, replacements, modifications or conversions.
14. Scratches, dents and cosmetic damage of any kind not caused by TotGuard.
15. Intentional and/or malicious conduct, theft and robbery, and mischief.
16. Testing, maintenance, repair, and replacement work under normal use.
17. Products with serial numbers or barcodes that have been removed, defaced, damaged, altered, or illegible.
18. Any damage or defects to Covered Components resulting from failure to follow instructions in the ebike owner’s manual, acts of God, accident, misuse, neglect, abuse, commercial use, alterations, modification, improper assembly, installation of parts or accessories not originally intended or compatible with the ebike as sold, operator error, water damage, extreme riding, stunt riding, or improper follow-up maintenance.
19. The Battery is not warranted from damage resulting from power surges, use of an improper charger, improper maintenance or other such misuse, normal wear or water damage.
20. Non-proprietary products covered by the original manufacturer's warranty (any other original parts or components).

Note: If you purchase any TotGuard ebikes from other dealers, please contact your dealers directly for any warranty issues. We will not offer any warranty service to the oweners who did not purchase from totguardebike.com and official authorized dealers on Amazon, eBay and Walmart etc.

Claims Process

If after reviewing your bike's warranty terms you believe it's eligible for warranty replacement, follow the steps below to begin your claim. If you're unsure whether your bike or components are covered or have questions about the warranty process or status of a claim, contact us at service@totguardebike.com. We're happy to help!

Proof of purchase is required before a warranty claim is processed. Therefore, customers are strongly encouraged to promptly register newly purchased bike products.

Warranty Claims

Claims under this limited warranty must be made directly to your point of purchase. If you believe your TotGuard ebike has a warranty issue, your first point of contact should be your TotGuard ebike retailer where you purchased your ebike.They will initiate a warranty claim on your behalf.If you purchased directly from TotGuardebike online, please contact us to submit a warranty claim and a member of our customer service team will reach out to you once your claim has been reviewed.

In order to exercise your right to receive a replacement for a Covered Component under this Limited Warranty, you must:

1. Before making a warranty claim, we suggest that you contact our customer service team as there may be a simple fix for your problem. Valid warranty claims will be processed through TotGuard within 1 year of initial purchase. Warranty claims may be submitted to service@totguardebike.com.
2. Submit a detailed warranty claim to our customer service team, including proof of purchase (order number/bike model and serial number/purchase date and place), photos and/or video of the bike and components.
3. If the customer service team determines that a Covered Component must be replaced, they will replace the defective Covered Component for you and provide instructions for receiving the replacement.
4. After you receive the replacement Covered Component, the customer service team will also assist in determining how to replace or install the new Covered Component into your ebike.
5. We will provide the owner a replacement product if the product can not be repaired after a reasonable number of tries as determined by our customer service team.

Note: TotGuard will not replace any component without first seeing photos or video of the damaged component. We will not offer warranty service to second owners. We will not replace any component damaged by the user. We will not pay for any third party service or component replacement unless agreed upon prior to the fix. We will not pay for return shipping on any damaged or defective product or component.Our warranty only provides free replacement components and does not cover any labor costs incurred in the repair service.

Shipping Damage Claims

Immediately inspect your product for damage.Damage to a Covered Component during shipping is not covered by this Limited Warranty, but TotGuard will replace such damaged Covered Components if you:

1. Notify TotGuard of a Covered Component damaged in the shipping process within 30 days of your purchase of the ebike;
2. Provide TotGuard with a dated picture of the damaged Covered Component;
3. Return all original packaging and paperwork included with the ebike;
4. Note any immediately recognizable damage on the shipper’s Bill of Lading prior to signing off on the shipment.

Shipping damage claims are extremely time sensitive. Note any damage to your product(s) on the Bill of Lading before you and the driver sign-off on the shipment. Take pictures of any damage that is found, and date the images when possible. Keep all packaging and paperwork until the inspection process is complete. Report damage claims within 7 days of delivery to a TotGuard' customer service representative at service@totguardebike.com.

Note: If you choose to set up your own independent shipping method, such as use of a freight forwarder or other similar service, TotGuard will not cover any damaged during such shipping method.If you ordered your bike from an online retailer other than us (such as Amazon) shipping damage is not covered by the limited warranty. Please contact the retailer to inquire about their return or replacement policies.

Credit Card Chargebacks

If for any reason a credit card chargeback of any amount is issue on an order and the customer is still in possession of the product(s) withing said order, the warranty will be paused until the chargeback is resolved. In most cases, once the chargeback is resolved the warranty will resume from the original date of shipping as outlined in the warranty without any extension for the time the warranty was suspended.

DISCLAIMER STATEMENT

This is the exclusive remedy under this warranty. Under no circumstances is TotGuard responsible for any damage resulting from damaged, defective, or improperly secured bike or bike components. This includes, but is not limited to, damage to personal property, personal injury, or death. In no event shall TotGuard's liability exceed the actual amount you paid for the electric bike and in no event will TotGuard be liable for any indirect, incidental, special or punitive damages or losses. We will take no liability for losses that were not foreseeable to both parties when the contract was formed and for losses that were not caused by any breach on our part. We will take no liability for any use of a product that does not comply with current legislation relating to that product in your region or jurisdiction.

By purchasing our products you have read and agreed to the terms and conditions set out Nothing in these terms will reduce your statutory rights relating to cancellation, faulty or misdescribed goods.This Limited Warranty gives the consumer specific legal rights. The consumer may also have other legal rights which vary from state to state or country to country. Some states and countries do not allow the exclusion or limitation of incidental or consequential damages or warranties, so the above limitations or exclusions may not apply to you. If it is determined by a court of competent jurisdiction that a certain provision of this limited warranty does not apply, such determination shall not affect any other provision of this limited warranty and all other provisions shall remain in effect.

*We reserve the right to change/update these terms.

If you have any questions, please contact us

Email: service@totguardebike.com

Service Hours: Pacific Time (PT) Monday to Friday from 3:00 AM - 6:00 PM  (except holidays)