Warranty

You are entitled to a warranty when an item shows damage or a defect within the warranty period. If you are entitled to warranty, TWM, as the supplier, will (partially) reimburse, replace, or repair the item. Wear and tear, incorrect or intensive use, and user damage are not covered by the warranty. For detailed warranty terms, please refer to our general terms and conditions.

Warranty period

Each product has a certain warranty period. This period depends on the function of the product, its expected service life, and quality. We always use the supplier's warranty period for products.

The following warranty periods apply to bicycles.

• Ten-year warranty on the frame and front fork.
• Five-year warranty on the paint and rust from the inside.
• One-year warranty on all parts except the tires.

Warranty request

Damage

As a TWM customer, you must assess whether the cause of the defect/damage is covered by warranty. Then you need to send the warranty request to us via e-mail ([email protected]). In case of a warranty request, always send us the invoice number, a clear description of the problem, the way in which the damage was caused, and visual evidence (video if necessary) of the item or part on which the problem is clearly visible. If it is covered by the warranty, we will solve this by means of compensation, replacement, or repair. The compensation or replacement depends on the damage and the part that is damaged.

Received wrong item

Unfortunately, it is possible that the received item does not match the ordered item. We will of course resolve this immediately. In that case, we would like to receive an email containing the invoice number, a photo of the article and, if possible, the article code or barcode (a photo of this is also sufficient). If the product description is incorrect, we would like to receive a clear description of what is incorrect. Never send a wrong item back just like that, but contact our customer service first!