Warranty
If something isn't right with your bike, submit an enquiry through our contact us page and one of us will walk you through the next steps.
What is covered
This warranty covers manufacturing faults, defects and component failures that turn up during normal use, within the periods listed above.
- Manufacturer faults, defects and failures.
- Eligible electrical or mechanical faults within the stated warranty period.
- Original purchasers with a valid Thor Ebikes order confirmation, invoice or receipt.
- Products used, stored, charged and maintained in line with the product instructions.
What is not covered
This warranty does not cover damage caused by use outside normal riding conditions, incorrect care or changes made after purchase.
- Normal wear and tear, including tyres, tubes, brake pads, grips, chains and other consumable parts.
- Crash damage, impact damage, jumps, freestyle riding, racing, stunts, collisions or misuse.
- Water damage from submersion, high pressure washing, flooding, or use outside the product’s stated water resistance.
- Incorrect assembly, poor storage, incorrect charging, neglect, rust, corrosion or foreign object damage.
- DIY modifications, third party parts, or accessories not supplied or approved by Thor Ebikes.
- Rental, delivery, fleet or commercial use.
- The battery warranty does not cover reduced capacity caused by normal ageing, incorrect charging, water damage, physical damage, use of non approved chargers, storage fully flat, storage fully charged for long periods, or use outside the manual.
How to make a warranty claim
Send warranty claims and product enquiries through our contact us page. It keeps everything in one place so we can get you a proper answer.
- Go to our contact us page and select the most relevant topic, such as warranty support or order support.
- Include your order number, product model, full name, email address and a clear description of the issue.
- We'll review what you've sent and may ask follow up questions, request more photos, or suggest troubleshooting steps.
- If the issue is confirmed as an eligible warranty fault, we may organise replacement parts, repair guidance, supplier or manufacturer support, or another suitable fix.
Returns, repairs and freight
Please do not send any item back before contacting us. Returned items must be packed securely. Damage caused during return freight due to poor packaging may not be covered.
- We may ask for photos, video, troubleshooting results or inspection before approving the next step.
- For eligible warranty faults, support may include a replacement part, repair support or return instructions.
- Return shipping, transport and packaging costs are assessed case by case and handled in line with Australian Consumer Law.
Modifications and safety
E-Bikes rely on the battery, motor, controller, display, brakes, drivetrain, frame and wiring working safely together. Unauthorised changes can create serious safety risks.
- Using non approved batteries, chargers, controllers, displays, motors, wiring or brake components may void warranty coverage.
- Speed unlocking, power modifications, DIY wiring or third party electrical work may void warranty coverage.
- Damage caused by unauthorised service, modification or incorrect installation is not covered by this warranty.
Australian Consumer Law
This warranty is in addition to your rights under Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You may also be entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
The warranty periods listed above do not limit any rights you may have under Australian Consumer Law.
