Policies

TorqueX Policies

Warranty, Repairs, Returns & Fraud Policy (UK)

1. Overview

At TorqueX, we provide high-quality e-bikes and components, backed by clear warranty, repair, and dispute policies in accordance with UK law, including the Consumer Rights Act 2015.

Please note: Change-of-mind returns are not accepted.

2. Customer Installation & Maintenance Responsibilities

By purchasing a TorqueX product, you accept responsibility for:

Correct installation, setup, and safe operation of all components
Regular inspection, maintenance, and addressing wear or malfunction immediately
Secure attachment of all mechanical and electrical parts
Checking and tightening controller housing connections
Correct positioning of torque arms and securing wiring to prevent movement or abrasion

Important: Damage from incorrect installation, neglect, misuse, or environmental exposure will void the warranty, regardless of when the issue occurs.

3. Warranty Terms

REMOVAL OR TAMPERING WITH SERIAL NUMBERS, STICKERS, OR IDENTIFICATION LABELS WILL VOID THE WARRANTY

3.1 Duration & Eligibility

12-month limited warranty from the date of purchase
Applies only to the original purchaser
Warranty is void if ownership is transferred

3.2 Coverage

Manufacturing defects
Faulty components
Failures during normal use

3.3 Exclusions

Incorrect installation, modification, or unapproved repairs
Misuse, neglect, or lack of maintenance
Environmental damage (water, dust, sand, debris)
Normal wear and tear, cosmetic scratches, or minor cosmetic damage

Batteries, motors, and controllers are not fully sealed and are sensitive to environmental exposure.

4. Statutory Rights (UK)

Under the Consumer Rights Act 2015, you are entitled to:

Repair or replacement of faulty goods
Refund if repair/replacement is impossible or unsuccessful

These rights do not cover damage caused post-purchase, misuse, or neglect.

5. Warranty Claims & Repairs

5.1 Initiating a Claim

Contact TorqueX customer support with:

Proof of purchase
Detailed description of the issue
Photos or video evidence

Claims are assessed individually.

5.2 Repairs via Customer-Chosen Repair Shop

Where a manufacturing defect is confirmed:

Repairs may be carried out by a professional repair shop of your choice
TorqueX must approve repairs in writing before work begins
TorqueX may request a diagnostic report or itemised quote
Faulty components may be requested for return for inspection

5.3 Reimbursement Conditions

Reimbursement is for reasonable, necessary, and approved repairs only
Reimbursement is capped per component, e.g. motors, batteries, controllers (specific caps to be set by TorqueX internally)
Full itemised invoices or receipts are required, showing repair shop details, labour, parts, and total cost
TorqueX reserves the right to reduce or reject reimbursement for excessive, unrelated, or unapproved costs

5.4 Repeat or High-Value Claims

Claims for the same component within a 6-month period may require direct inspection by TorqueX before approval
High-value items may require additional verification, photos, or inspection

5.5 Exclusions

Work done without prior written approval
Unrelated parts or labour
Preventative maintenance or upgrades
Damage from misuse, modification, or environmental exposure
Repairs by unqualified personnel

6. Returns Policy

Accepted only for products confirmed faulty under UK consumer law
Returns for incorrect purchase or change of mind are not accepted

7. Replacements & Refunds

Replacement items processed within 5–7 working days after inspection
If stock is unavailable, estimated timeframe will be provided
Refunds exclude express or upgraded shipping charges

8. Claim Declaration & Statement of Truth

All claims require a signed declaration:

I confirm all information provided is true, complete, and accurate.
I confirm the goods have not been misused, damaged, modified, or falsely reported as undelivered.
I understand false or misleading information may result in claim denial, warranty cancellation, recovery of costs, and refusal of future service.
I acknowledge this may be used as evidence in disputes, chargebacks, or UK legal proceedings.

Name: __________________
Order Number: ______________
Signature: ______________
Date: ______________

Digital signatures or checkboxes may be used for online submissions with equivalent legal validity.

9. Fraud, Abuse & Chargeback Prevention

9.1 Friendly Fraud

Includes:

Chargebacks while retaining the product
False “item not received” claims
Submitting disputes instead of engaging with TorqueX

Consequences:

Claim denial
Reimbursement cancellation
Warranty voiding
Permanent refusal of support

9.2 Delivery & “Item Not Received” Claims

Evidence must include tracking and delivery confirmation
False claims will be treated as fraud

9.3 Chargebacks & Multi-Channel Abuse

Claims raised with card issuers, PayPal, or banks without prior engagement may result in immediate closure
TorqueX may recover any funds paid inappropriately