Warranty Policy
Our warranty
TernX® guarantees that, under normal use and in line with the product’s operating instructions and technical specifications, your product will be free from defects in materials and workmanship for 24 months from the date of purchase. In Indonesia, the warranty period is 12 months.
Any repairs or replacements made under warranty do not extend the original warranty period.
What’s covered
- Manufacturing defects in the chassis, frame and wheels
- Manufacturing defects in all textile parts and the harness
Under the warranty, we will repair or replace the defective parts. If there is a major defect, you are entitled to a full product replacement or a refund.
Product label
If your product has a label showing its manufacture date and serial number, please do not remove it. Removing or damaging this label will void your warranty.
What’s not covered
The warranty does not apply to:
- Products not purchased from ternx.com or an authorized retailer
- Modifications or repairs made without the prior written permission of TernX®
- Defects caused by negligence or an accident, or by use or maintenance that does not follow the user guide
- Products where the label showing the manufacture date and serial number has been damaged or removed
- Damage caused by abnormal wear of the product
- Accidental or unintentional damage, misuse or neglect
- Improper storage or maintenance of the product
- Defects, damage or wear on the handlebar or textiles resulting from normal daily use
- Holes or tears in the tyres
- Damage caused by repairs carried out by unauthorized persons, or by improper disassembly
- Theft
- Damage during air travel or freight. Damage caused by airline baggage handling or other third-party carriers is the carrier’s responsibility, so please contact them directly.
How to make a claim
Who can claim
The warranty is not transferable and can only be used by the first owner of the product. You must provide proof of purchase showing the purchase date.
Where to claim
- Purchased from ternx.com: Submit your claim online through our Return Portal.
- Purchased from an authorized retailer: Contact your retailer as they are your first point of contact.
What to include
- Your order number, or a copy of your receipt showing the purchase date
- A detailed description of the fault or damage
- Clear photos or a short video of the issue
- Your product’s serial number, if applicable (for the Carry-On Luggage Stroller, this is on the inner frame tube under the seat)
Timeframe
Please report any defect within ten days of discovering it.
Need help?
If you have trouble using the Return Portal, email us at hello@ternx.com.