WARRANTY AND REFUND POLICY

Warranty & Returns Policy

Overview

At Torque E-Bikes, we take pride in the quality of our products and are committed to providing you with a reliable and enjoyable riding experience. That’s why we offer a comprehensive warranty and repair service for your peace of mind.

📌 We do not accept returns for change of mind.

Installation & Maintenance Responsibilities

By purchasing this product, you acknowledge and accept responsibility for the correct installation and ongoing maintenance of all components. To ensure optimal performance, safety, and to maintain warranty coverage, it is essential that all parts are installed properly and regularly inspected.

Your responsibilities include, but are not limited to:

* Verifying all electrical and mechanical components are correctly and securely installed

* Regularly checking and tightening all connections within the controller box

* Ensuring torque arms are correctly positioned and firmly attached

* Inspecting all wiring and cables to ensure they are properly secured, free from excessive movement, and protected from wear, abrasion, or damage

* Maintaining all components in good working order and addressing any signs of wear or malfunction immediately

Any damage or faults resulting from improper installation, neglect, lack of maintenance, or failure to follow these guidelines will void the product warranty—regardless of the time elapsed since purchase.

Warranty Policy

WARRANTIES ARE VOID IF STICKERS & LABELS ARE REMOVED 

Warranty Duration

All Torque E-Bikes come with a 12-month warranty covering manufacturing defects and faulty components.

Warranty is only valid for the original owner.  If the components change ownership, the warranty is void  

What’s Covered?

  • Manufacturing defects
  • Faulty components
  • Issues arising from normal use

Please note that the batteries, motors and controllers are not fully sealed so it is recommended that you do not expose to water, significant dust, sand and debris.  Any faults resulting from this will not be covered under warranty.  

How to Make a Warranty Claim

  1. Contact us at hudson@torqueebikes.com.au.  You will be sent a form to be completed which will ask for: 
    • Your order number
    • A description of the issue (including photos or videos)
  2. Our team will assess the issue and determine the best course of action.
  3. Repairs will be prioritised. If the issue cannot be fixed, a replacement or refund may be considered at our discretion.
  4. In the event that your item needs to be repaired, you will be required to send it to us via Australia Post.  We will reimburse you for the postage costs once we have assessed and determined the cause.  If the assessment determines it is not a manufacturer fault, you will not be reimbursed the postage costs. You will also be provided a quote to complete the repair.
  5. If you are asked to send to us for diagnosis and repair, this is to be done within 7 days of your notifying us.  The claim will be closed after 7 days.

Returns Policy

We only accept returns for products that are faulty or defective.

Repair First Approach

Where possible, we will repair faulty products before considering a replacement. Our goal is to ensure your e-bike is back in working order as quickly as possible.

Replacement Process

If a repair is not possible and a replacement is approved, it will be processed within 5-7 business days after we receive and inspect the returned item.  If we do not have a replacement item in stock, we will advise you of an ETA.

In the event a refund is offered, any costs associated with EXPRESS SHIPPING UPGRADES, will not be refunded.  

WARRANTIES ARE VOID IF STICKERS & LABELS ARE REMOVED 

For any questions regarding warranties or repairs, feel free to contact us—we’re here to help!

📧 Need help?
Email hudson@torqueebikes.com.au for assistance.

 

We reserve the right to make changes and amendments to this policy as needed