• Touroll

Touroll

Warranty Information

Component Coverage Policy
Frame 3 years The following conditions are not covered by the warranty

1. Water damage of the battery, motor and controller.
2. Man-made damage, self-modification, collision damage of spare parts, etc.
3. Tire puncture by sharp objects.

Our network of distributors, partners, sellers, and resellers are equipped to handle after-sales services directly for their customers. If you encounter any warranty-related issues with your Touroll product, simply reach out to the seller from whom you made the purchase. Be sure to provide all relevant order details, such as warranty cards, invoices, and receipts.

The order number from your online purchase through an authorized Touroll reseller.
A sales invoice.
A dated sales receipt from an authorized Touroll reseller.
Front, Fork, Controller, Motor, and Charger 1 year
Battery, LCD Display, Chainwheel, Freewheel, Brake Assembly, Gear Shifter, Rear Derailleur, and Front Light 6 months
Kickstand and Pedal 3 months
Others 14 days
When it comes to warranty claims:

Buyers are required to provide sufficient proof of purchase, including an order number, sales invoice, or dated receipt from an authorized Touroll reseller. In some cases, multiple forms of proof may be necessary.

A detailed description of the defect must accompany the warranty claim, along with visible proof of the defect and the item’s serial number (if applicable). Touroll will document any troubleshooting steps taken by the buyer and may request the return of the defective product for quality inspection.

Please ensure that the defective product is returned in its original packaging or approved packaging provided by the dealer.
It’s important to note that warranty claims may be voided in certain situations:

The product exceeds the warranty period.
The product is lost or stolen.
The product is obtained for free or as a complimentary item.
The product is used in inappropriate conditions or manners, including but not limited to: drops, exposure to extreme temperatures, water damage, or improper operation.
The product has been altered from its original state, such as through modifications.
The product has been used with accessories that are incompatible.
Insufficient proof of purchase is provided by the buyer.
Unsupported software or firmware has been installed on the product.
Damage caused by the customer incurs repair and shipping costs for which the customer is responsible.
Customers send personal items to Touroll instead of Touroll products.
The product is purchased from an unauthorized reseller.
If your issue isn’t covered by the warranty, replacement parts are available for purchase directly from us at competitive prices
For repairs:

To request a repair, simply email support@touroll.com, providing the serial number of the product, a description of the issue, any relevant photos or videos, and a copy of the invoice (in PDF format). They will aim to respond within 24 hours of receiving your email.
How to submit a product for warranty repair?

To submit a product for warranty repair, please contact our customer support team first. You will need to provide your purchase receipt or order number along with a detailed description of the issue. Our team will guide you through the return process and direct you to the nearest authorized service center. Make sure to pack the product securely to avoid any damage during shipping.

Which products are eligible for warranty repair?

Products that are covered by the manufacturer’s warranty and show defects in materials or workmanship during the warranty period are eligible for repair. The warranty typically does not cover damage caused by misuse, accidents, unauthorized repairs, or normal wear and tear. Please refer to the warranty terms included with your product for specific details.

Where to go for warranty service?

Warranty service can be obtained at any of our authorized service centers. You can find the nearest service center by visiting our website or contacting customer support. Using authorized centers ensures that repairs are performed by qualified technicians with genuine parts.

What if the service center cannot repair the product within the warranty period?

If the authorized service center cannot repair the product within the warranty period, you may be eligible for a replacement or refund, depending on the warranty policy. Please contact our customer support team immediately to discuss your options and initiate the necessary procedures.

In which cases is the warranty not provided?

Warranty service is not provided in cases of:

  • Damage caused by misuse, negligence, or accidents
  • Unauthorized modifications or repairs
  • Normal wear and tear (such as scratches, fading, or battery depletion)
  • Use of the product in conditions not specified by the manufacturer
  • Loss or damage due to shipping after purchase, unless shipped by us

Please review the warranty terms carefully to understand your coverage.