Warranty Policy – True North E-Bikes Pty Ltd

True North E-Bikes Pty Ltd (“True North”) stands by the quality and workmanship of our electric bicycles. This Warranty Policy outlines our commitment to you, covering defects in materials and workmanship, and describes how warranty claims are processed.

Warranty Coverage

True North provides a limited warranty covering manufacturing defects in materials and workmanship as follows:

• Frame: 24 months from the date of delivery
• All other components: 12 months from the date of delivery

Warranty coverage begins on the date of delivery. This warranty applies exclusively to the original purchaser and is not transferable.

Warranty Exclusions

The following are excluded from warranty coverage:

• Normal wear and tear (including tires, brake pads, cables, grips, chains, and spokes)
• Damage caused by improper assembly, use, or maintenance
• Damage resulting from accidents, misuse, neglect, or abuse
• Modifications, alterations, or repairs performed by unauthorized service providers
• Cosmetic damage or imperfections not affecting performance
• Use of the e-bike for commercial or competitive activities

Warranty Claims Process

To initiate a warranty claim, follow these steps:

1. Contact our customer support team by email at hello@truenorthbikes.com with the subject “Warranty Claim – [Your Order Number]”.
2. Provide the following information:
   • Full Name
   • Order Number
   • Clear description of the defect or issue
   • Photographic or video evidence clearly showing the defect

Our support team will review your claim and respond within two business days, providing further instructions on the next steps.

Resolution Options

Upon assessing your warranty claim, True North, at its sole discretion, will:

• Repair the defective part or component
• Replace the defective part or e-bike with an equivalent model
• Offer a mutually agreed discount or partial refund

All repairs or replacements are carried out within a reasonable timeframe to minimise disruption.

Shipping and Handling

If your claim is approved, True North will cover shipping costs associated with sending replacement parts or returning the repaired or replaced product to you within Australia. The customer may be responsible for the costs associated with returning the product to True North for inspection, unless otherwise agreed.

Customer Responsibility

The product remains at the customer’s risk during transportation and the warranty process. It is the customer’s responsibility to ensure the e-bike is properly packaged to avoid transit damage. Damage resulting from improper packaging during return transit may void your warranty claim.

Contact Information

If you have any questions or need assistance with a warranty claim, please contact us:

True North E-Bikes Pty Ltd
Email: hello@truenorthbikes.com
Postal Address: PO Box 7619 Bondi Beach, NSW, Australia

Thank you for choosing True North E-Bikes. Your satisfaction and peace of mind are paramount to us.