Coverage summary
Parts-based support for confirmed manufacturing defects.
- Warranty start
- Shipment date shown on the Bill of Lading, Air Waybill or courier receipt
- Motor
- 12 months
- Switch
- 3 months
- Controlling terms
- Final written quotation, pro forma invoice or contract
1. Warranty start and covered periods
The warranty period begins on the shipment date stated on the Bill of Lading, Air Waybill or courier receipt. The motor warranty is 12 months and the switch warranty is 3 months. Other components, batteries, consumables and wear parts are covered only when expressly stated in the applicable written quotation or contract.
2. Evidence required for a claim
Before a claim can be reviewed, the Buyer must provide the order number, product model, affected quantity, product or batch identification, clear photos or videos, and a written description of the defect. For a batch issue, Freya may also request the failure-rate calculation, inspection records or a representative sample.
3. Verification process
Freya or the supplying factory will first assess the claim remotely using the evidence supplied. We may request additional tests, return of a failed sample, or inspection by a mutually accepted third party. A claim is not accepted for an entire shipment until the cause, affected quantity and appropriate remedy have been verified.
4. Exclusions
The warranty does not cover damage caused by improper installation, misuse, overload, use outside the stated specification, incorrect voltage or incompatible plug configuration, accident, dropping, water ingress, unauthorised modification or repair, normal wear and tear, consumable or wear-part depletion, or improper storage or transportation after shipment.
5. Remedy for a confirmed supplier defect
For a defect confirmed to be caused by the Supplier, the available remedy will be selected according to the nature and scale of the issue. The normal sequence is technical guidance, free replacement parts, a credit against the Buyer’s next order, replacement parts or products shipped with the next order, and replacement of the defective product when repair is not practical. A refund is considered only for a serious confirmed defect that cannot reasonably be repaired, replaced or credited.
6. Replacement-parts freight
Free replacement parts will normally be consolidated with the Buyer’s next shipment. If the Buyer requests a separate urgent shipment, the Buyer normally pays the international courier or air-freight cost. Where the defect is confirmed as the Supplier’s responsibility and urgent separate shipment is reasonably required, the Supplier may pay the freight or credit it against the next order, as agreed in writing.
7. Buyer or local repair
The Buyer or a local service technician may complete standard repairs using Supplier-approved parts and written instructions. Unauthorised disassembly, rewiring, modification or repair using non-approved parts may void the remaining warranty for the affected product.
8. Liability limit
To the extent permitted by applicable law, the Supplier’s total liability is limited to technical support, repair, replacement parts, replacement of the confirmed defective product, or a credit up to the value of the confirmed defective products. The Supplier is not liable for downtime, customer penalties, loss of profit or other indirect, incidental or consequential loss.
9. Written order terms take priority
This website policy is a general B2B framework and does not replace negotiated order terms. The product-specific warranty, evidence procedure, freight responsibility, remedy and liability provisions stated in the final written quotation, pro forma invoice or signed contract take priority.