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
Thor Ebikes will support eligible warranty issues caused by a manufacturing fault, defect, or component failure during normal use.
- 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
Warranty claims and product enquiries should be submitted through our contact us page so we can keep everything in one place and respond properly.
- 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/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.
