Questions & Answers
Sustainability is the trend. We would like to follow this path and therefore offer you spare parts to further increase the already long service life of your devices. Please send an email to: [email protected]
Our TWHEELS products are durable. However, should something no longer work, you can simply contact our support and request the required replacement part. If this is still within the warranty period, the whole thing is free of charge for you. Our products are Plug & Play, which means that in most cases it is possible for anyone to carry out the repair. If you still need specialist support, we will of course be happy to advise you.
For each order that leaves our warehouse, we have taken out transport insurance. We bear the costs - you do not have to pay anything. The transport insurance covers all damage and loss until the goods are received.
Right of withdrawal and return
It is important to us that you are satisfied with your product. Should this not be the case, we will take back the product you purchased without any signs of use within 14 days of receipt.
In order for us to refund the purchase price, we also need the corresponding accessories back according to the scope of delivery.
The delivered goods must be returned undamaged, functional, in original packaging and complete.
The right of return begins with receipt of the goods by you. Generally excluded from the right of return are products specially ordered, made and/or customized at the customer's request. In special cases we reserve the right to charge the costs for a restoration of the original condition. If you have returned the goods in due time and orderly, you will receive a credit note from us or, on request, a replacement delivery. In case of a pickup by our logistician, the pickup costs will be charged additionally.
We provide a 2-year warranty against defects in materials and workmanship from the date of invoice. We offer a 5-year warranty on the frame. In case of frame breakage, we will replace the frame or replace your vehicle upon proof of purchase.
In the event of a warranty claim, you are entitled to a free repair or, if repair is not possible, a replacement of equal value.
No warranty claim:
The usual wear and tear of wear parts (e.g. battery, tires, hoses, chains, sprockets, brake pads, paint, inscriptions) is not subject to warranty claims. It is the responsibility of the end customer to regularly maintain and service his purchased product as explained in the respective instructions.
Warranty claims are also excluded if you have independently modified or repaired your products or have not used them as intended: Racing and competition use, overloading and further use outside the intended purpose.