Warranty Policy

TernX® guarantees that with normal use, the product work without any problem for a period of 12 months from the date of purchase, in accordance with instructions and  technical specifications of the product. The labels affixed on the product with manufacture date shall not be removed, in any case. If the label of the product is removed, the warranty is no longer valid.

Warranty coverage

• All manufacturing defects on the chassis, frame and wheels.
• All the textiles pieces and harness.

The warranty is limited to replacement or repair of the defective parts. In cases of a major defect, you are entitled to a full product replacement or refund. Under the warranty, TernX® cannot be responsible for defects in products that have not been purchased from authorized retailers (list of authorized retailers on www.ternx.com website). The warranty is only valid if you supply the following items along with the product.

• A copy of the receipt of purchase (including a purchase date).
• Any form of personal identification.
• A detailed description of the problem.

If your retailer cannot assist you with your warranty claim, contact TernX®. Please note, any replacements or repairs do not extend the warranty period.

The warranty will not apply in the following cases

• In case of modifications or repairs of the product without the prior written permission of TernX®.
• If the defects come from negligence or an accident and/or use or maintenance not
  in accordance with instructions in the user guide.
• If the manufacture date of the product is damaged or removed.
• If the damages are caused by an abnormal wear of the product.
• In case of accidental or unintentional damage, misuse or neglect.
• In case of improper storage or maintenance of the product.
• In case of defect, damage or wear on the handlebar or textiles, resulting from normal daily use of the product.
• In case of holes or tears on the tires.
• In case of damage caused by repairs carried out by unauthorized persons, or improper disassembly of the product.
• In case of theft.
• In case of air transportation or freight damage. Any damage caused by airline baggage handling, or other third-party logistics providers is the responsibility of the carrier, and we recommend reaching out to them directly.
  

Warranty Claims

The warranty is not transferable in any case and can only be used by the first owner of the product. TernX® has guarantee obligations only if the client can present proof of purchase mentioning the date of purchase. In case of claiming the warranty, the customer must report any defect to the authorized retailer, who is the first contact in this case. Any defect must be reported by the customer to the Authorized retailer within ten days of its discovery.

How do I make a claim?

In order to make a warranty claim, you need to have purchased your TernX product through our website or one of our authorized retailers, and you must provide proof of purchase.

Please email us at hello@tern-x.com with your order details and a description of the fault or damage. To help us process your claim efficiently, kindly include clear photos or a short video.