Warranty Policy

Every battery pack and e-bike conversion kit from TRB Battery is covered by a 12-month warranty from the date of delivery. This page explains what is covered, what is not, and how to make a claim.

What the Warranty Covers

If a fault is caused by a manufacturing defect or a component failure under normal use, we will repair or replace the product. Covered faults include:

  • Cell failure or a dead cell group within the rated service life
  • BMS failure — the protection board not cutting off on overcharge or over-discharge
  • Weld or connection failure inside the pack
  • Charger failure, where the charger was supplied with the pack
  • Capacity that falls materially short of the rated specification on arrival

What the Warranty Does Not Cover

The warranty covers manufacturing faults. It does not cover damage caused by use, handling, or the environment:

  • Physical damage — impact, crushing, punctured cells, or damage from a crash or a drop.
  • Water ingress — our packs are not warranted against immersion, flooding, or water damage.
  • Over-discharge damage — a pack left flat, or stored uncharged for a long period, can fall below recovery voltage. This is preventable: recharge after each ride and store the pack at partial charge.
  • Disassembly or modification — opening the case, bypassing or replacing the BMS, or rewiring the pack voids the warranty completely.
  • Mismatched equipment — damage caused by a controller, motor, or charger outside the pack's rated voltage, current, or connector specification.
  • Wrong charger — using a charger that was not supplied or approved for the pack.
  • Normal capacity fade — all lithium cells lose capacity gradually with cycles and age. A gradual loss of range is expected wear, not a defect.

How to Make a Claim

  1. Email us your order number, a description of the fault, and photos or a short video showing the problem.
  2. We assess the claim and tell you the outcome, usually within a few business days.
  3. If the claim is approved, we send a replacement part or pack. In most cases nothing needs to be shipped back to us.

Do not ship a lithium battery back without written authorisation. Lithium batteries are regulated for transport and require specific packaging and labelling. Unauthorised shipments will be refused.

Returns and Refunds

We do not accept returns and we do not issue refunds — faulty goods are resolved as a warranty replacement. See the Refund Policy for the full terms, and the Shipping Policy for lead times.

Questions Before You Order

Not sure which voltage, capacity, or connector fits your build? Send us your motor wattage, controller rating, wheel size, and frame space, and we will confirm what fits before you order.

Contact

Email: tianrunbang@gmail.com
Customer service phone: +86 181 2652 8757

Mandatory Consumer Rights

Nothing in this warranty limits any mandatory consumer rights that apply in your destination country, including rights that cannot be excluded by law such as those under the Australian Consumer Law.