General Terms and Conditions of Sale

 

 

Tenways Technovation Europe B.V. / Tenways Sport UK Limited

Effective Date: 06 July 2026           Version: 2026.v1

 

Please read these Terms carefully before placing an order. These Terms explain your rights and obligations when buying from Tenways online from www.tenways.com, uk.tenways.com and any other websites or subdomains operated by Tenways from time to time (together “Website”).

 

 

General Information

 

1. These General Terms and Conditions of Sale (“Terms”) govern all sales of e-bikes, spare parts and accessories offered for sale on the Website (“Products”) by Tenways Technovation Europe B.V. and Tenways Sport UK Limited (each, “Tenways”) to customers (“you”), unless otherwise expressly agreed in writing. References to “Tenways”, “we”, “us” or “our” refer to the relevant contracting entity as set out below. Services and digital services offered by Tenways (including the Smart Connect Service and the Extended Commercial Warranty) are governed by their own service-specific terms, as set out in the Services and Digital Services section below.

 

2. The relevant contracting entity is determined by your country of residence. If you are located in the European Union, the European Economic Area or Switzerland, your agreement is with Tenways Technovation Europe B.V., Kabelweg 57, 1014 BA Amsterdam, The Netherlands, with Chamber of Commerce number 85385115. If you are located in the United Kingdom, your agreement is with Tenways Sport UK Limited, 167–169 Great Portland Street, London W1W 5PF, United Kingdom, with company number 14703336.

 

3. These Terms apply to any customer purchasing through the Website, including Consumers. A “Consumer” means a natural person acting for purposes outside their trade, business, craft or profession. Certain provisions of these Terms apply only to Consumers; where this is the case, it is stated in the relevant section.

 

4. The Terms applicable to your purchase are those shown on the Website at the time you place your order. The following documents also apply to your purchase and form part of these Terms: the Return Policy, the Warranty Policy, the Privacy Policy and the Terms of Service (which govern your use of the Website), each as published on the Website at the time of your purchase.

 

5. We reserve the right to update these Terms from time to time. The current version is always available on our Website. The version of the Terms applicable to your purchase is the version in force at the time you place your order, and any changes will not apply retrospectively to orders already placed. Your continued purchase of Products after changes are posted constitutes acceptance of the updated Terms.

 

 

Contract Formation

 

6. When you place an order, you are making an offer to buy Products from us. After placing your order, you will receive an email confirming that we have received it. This confirmation email does not form a Contract.

 

7. A “Contract” is formed only when we accept your order. Before accepting your order, we will carry out standard order processing steps, which may include payment verification, fraud screening and a stock availability check. If we can fulfil your order, we will send you a shipment confirmation email. This email is your confirmation that your order has been accepted and the Contract between us is formed.

 

8. All Products are subject to availability, and we may limit the number of Products you can purchase in a single order.

 

9. We may refuse or cancel an order if: (i) payment fails or is cancelled; (ii) in the rare event of an error in our stock information, the Product proves unavailable; (iii) there is a pricing or technical error (see the Prices section below); (iv) we suspect fraud or misuse; or (v) the order cannot otherwise be properly processed. If we cancel your order after payment has been made, we will inform you without undue delay and refund any payment received.

 

10. In certain cases (for example, if a Product is temporarily unavailable), we may offer you the option to amend the order, such as selecting a different colour or model. If you choose not to proceed, the order will be cancelled and any payment refunded.

 

 

Prices

 

11. Prices are shown in EUR for customers in the EU/EEA/Switzerland, or in GBP for customers in the UK, unless stated otherwise. Prices include Value Added Tax and any other applicable taxes. Delivery costs, if there are any, are shown before you complete your order. The total price displayed at checkout is the final price you pay.

 

12. If we discover a clear and obvious pricing error (for example, a technical or clerical mistake resulting in a manifestly incorrect price), we will notify you in writing as soon as reasonably practicable after becoming aware of it. You may then choose, within two (2) business days of receiving our notification, either to confirm your order at the corrected price or to cancel it. If we do not hear from you within that period, the order will be treated as cancelled and any payment received will be refunded.

 

 

Payment

 

13. Payment must be made in full when placing your order. Available payment methods may include credit/debit cards, PayPal, Klarna or similar providers, digital wallets such as Apple Pay or Google Pay, and any other local payment methods shown at checkout. Payment is processed in the currency shown at checkout.

 

14. We are not responsible for any bank fees or exchange rate differences charged by your payment provider. Refunds will normally be made using the same payment method used for the original purchase, unless otherwise required by applicable law. Where a payment provider imposes time limits that prevent a refund via the original method, we may arrange the refund using an alternative method.

 

15. Your payment at checkout is an advance payment made pending our acceptance of your order.

 

 

Delivery

 

16. Products will be delivered to the address you provide at checkout. Please ensure your details are correct, as we are not responsible for non-delivery resulting from inaccurate information provided by you.

 

17. If you need to correct your delivery address, please contact us immediately at support@tenways.com.

 

18. We cannot guarantee that address changes can be accommodated once the order has entered the dispatch process. If we are unable to accommodate your requested address change, we will proceed with delivery to the address you provided at checkout. We are not responsible for any loss, delay or additional cost arising from delivery to the address provided by you at checkout.

 

19. We will deliver within thirty (30) days of your order being accepted, unless a different delivery period has been expressly agreed. If your delivery is delayed beyond the agreed timeframe, you may contact us to set a reasonable additional delivery period. If we do not deliver within that additional period, you may cancel the order and receive a full refund. If we refuse to deliver the Products, or if the delivery period is essential (taking into account all the circumstances of the Contract) and we fail to deliver on time, you may cancel the order immediately without setting an additional period. Further details on shipping and estimated delivery times are available in our Shipping Policy on the Website.

 

 

Risk and Ownership

 

20. Risk and ownership in the Product passes to you when you, or a third party nominated by you (other than the carrier), take physical possession of it.

 

21. Please inspect your order upon receipt. If the item is defective, damaged or incorrect, please contact us at support@tenways.com within three (3) business days of delivery. In the event of non-delivery, please notify us within seven (7) days of the expected delivery date. These timeframes are requested so that we can assist you promptly; failing to notify us within them does not affect your statutory rights or remedies.

 

 

Right of Withdrawal

 

22. As a consumer in the EU, EEA or UK, you have the right to withdraw from the Contract within fourteen (14) days without giving any reason. The withdrawal period expires fourteen (14) days after the day on which you, or a third party nominated by you (other than the carrier), acquire physical possession of the Product. Where your order consists of multiple Products delivered separately, the period runs from the day on which you acquire possession of the last Product.

 

23. To exercise your right of withdrawal, you must inform us, by a clear and unequivocal statement, of your decision to withdraw before the withdrawal period expires. You may use the model withdrawal form set out in Annex 1 for this purpose, although you are not required to do so. You can send your statement to us by email at support@tenways.com or by any other written means. The withdrawal period is met if you send your communication before the fourteen (14) day period has expired.

 

24. If you withdraw from your purchase of a Product, any related service provided with that purchase (for example, a free or bundled service period, or an extended warranty) will end automatically at the same time, at no cost to you, except where the service has already been fully performed at your express prior request.

 

 

Exceptions to the Right of Withdrawal

 

25. The right of withdrawal does not apply to Contracts for the supply of Products made to your specifications or clearly personalized.

 

 

Returns

 

26. You must return the Product without undue delay and no later than fourteen (14) days after you inform us of your withdrawal decision. Unless we agree otherwise, you bear the direct cost of returning the Products. As e-bikes cannot normally be returned by ordinary post, the costs and arrangements for returning them are set out in our Return Policy, which is available on the Website.

 

27. Once you have handed the Product to the carrier in accordance with our Return Policy, the risk of loss in transit passes to us, and if your return shipment is lost in transit your right to reimbursement remains. You are responsible only for any diminished value of the Product resulting from handling it beyond what is necessary to establish its nature, characteristics and functioning. We may inspect the returned Product for this purpose; any deduction is dealt with in the Reimbursement section below. We will not refuse a return made under your right of withdrawal on this basis.

 

WE STRONGLY RECOMMEND YOU KEEP THE ORIGINAL PACKAGING FOR AT LEAST FOURTEEN (14) DAYS AFTER YOU RECEIVE THE PRODUCTS. Returning the Product in its original packaging helps avoid damage in transit and protects your right to a full reimbursement.

 

 

Reimbursement

 

28. If you withdraw from the Contract, we will reimburse all payments received from you, including standard delivery costs (but not any additional costs if you chose a more expensive delivery method than the standard option we offer).

 

29. We will make the reimbursement without undue delay, and in any event no later than fourteen (14) days after the day on which we are informed of your decision to withdraw. We may, however, withhold the reimbursement until we have received the returned Product , or until you have supplied evidence that you have sent the Product back (for example, a proof of postage or carrier drop-off receipt), whichever is the earlier. Unless otherwise agreed, reimbursement will be made using the same payment method you used for the original purchase, and you will not incur any fees as a result of the reimbursement.

 

30. If our inspection shows that the returned Product has lost value because it was handled beyond what is necessary to establish its nature, characteristics and functioning, we may deduct an amount reflecting that diminished value from the reimbursement. We will notify you in writing of any such deduction.

 

 

Exchanges

 

31. We do not currently offer direct product exchanges. If you wish to exchange a Product, please return the original Product in accordance with the Returns section above and, once your return has been accepted and the refund processed, place a new order for the Product you would like.

 

 

Product Information and Safe Use

 

32. Product images are for illustration purposes only. We make reasonable efforts to ensure that all information on the Website is accurate, but we do not guarantee that descriptions or other content are free from errors.

 

33. Before riding your bike for the first time, please read the user manual carefully, paying particular attention to the warning sections, operating instructions, maintenance guidance and battery care instructions. Improper battery maintenance can cause damage or create a safety hazard.

 

34. The user manual is provided with your Product. If damage results from failure to follow these instructions, we may not be able to honour your warranty claim.

 

 

Warranty

 

35. Products must conform to their description, be of satisfactory quality and be fit for their intended purpose. If a Product is defective, you may be entitled to repair or replacement and, if that is not possible or not carried out within a reasonable time, to a price reduction or a full refund, in accordance with applicable consumer law.

 

36. If a Product does not conform with the contract, UK Consumers may have statutory rights, including: (i) a short-term right to reject the Product within 30 days of delivery and receive a full refund; (ii) the right to repair or replacement; and (iii) where repair or replacement is not possible or fails, a partial or full price reduction, or final right to reject.

 

37. In addition to your statutory rights, we provide a standard commercial warranty as stated in our Warranty Policy. Please refer to our Warranty Policy for full details, including coverage periods. Our commercial warranty does not cover defects resulting from normal wear and tears, misuse, accidents, failure to follow our instructions, or unauthorized modifications to the Product; these exclusions do not affect your statutory rights described above.

 

38. The statutory consumer rights described in this section apply to Consumers only.

 

 

Product Recalls and Safety

 

39. If we determine that a product recall, safety withdrawal or other corrective action is required in relation to a Product you have purchased, we will inform you without undue delay using the contact details you provided at the time of purchase. We will describe the nature of the issue, the affected Product(s), and the steps you should take, which may include stopping use of the Product, returning it, or following specific safety instructions.

 

40. Where a Product is recalled or withdrawn for safety reasons, we will arrange an appropriate remedy, which may include a replacement, repair, or full refund, at no cost to you. Please ensure that your contact details in your account are kept up to date so that we can reach you in the event of a recall.

 

 

Services and Digital Services

 

41. Some Products include digital services or connectivity features. Such a service or digital service may be included with a Product free of charge (for example, an included or trial period) or purchased separately; in either case it is governed by the applicable service-specific terms made available to you at the point of purchase or activation (including our Terms and Conditions for Smart Connect Service and our Terms and Conditions for Extended Commercial Warranty). In the event of any conflict between those service-specific terms and these Terms in relation to the service, the service-specific terms prevail. These Terms continue to govern your purchase of the Products.

 

42. Certain features rely on third-party infrastructure, including mobile networks, GPS services or internet connectivity. Availability and performance of these features may depend on factors outside our control. Connected services do not constitute a security system or insurance product, and we do not guarantee that such features will prevent theft, loss or damage to a Product.

 

 

Liability

 

43. We are liable for damage caused by defects in Products supplied by us or arising directly from the performance of your order. You are exclusively responsible for the appropriate, safe and lawful use of the Products in accordance with our instructions and applicable law.

 

44. Where we are held liable, our liability is limited to the invoice value of your order, except in respect of the matters set out below, which are not subject to this limit. We are not responsible for indirect or consequential damages, including but not limited to loss of profit, missed savings or loss of data, to the fullest extent permitted by applicable law. Nothing in this section limits or affects your statutory remedies for non-conforming Products (including repair, replacement, price reduction, rescission or refund) under applicable consumer law, which remain available to you in full.

 

45. Nothing in these Terms excludes or limits our liability for: (i) death or personal injury caused by our negligence; (ii) fraud or fraudulent misrepresentation; (iii) defective Products, to the extent that liability arises under applicable product liability legislation; or (iv) any liability that cannot lawfully be excluded or limited under applicable consumer law.

 

 

Force Majeure

 

46. We are not responsible for any failure or delay in performing our obligations under these Terms if that failure or delay is caused by events beyond our reasonable control, including but not limited to natural disasters, acts of war or terrorism, government action, strikes, pandemics, cyberattacks or security incidents caused by third parties, or failure of third-party platforms or infrastructure on which we depend (including payment processors, logistics providers and e-commerce platforms) or significant supply chain disruptions.

 

47. If such an event occurs, we will notify you as soon as reasonably practicable, describe the nature and expected duration of the event, and keep you informed of any impact on your order or our ability to perform our other obligations under these Terms. If we are unable to deliver your order within thirty (30) days of the original delivery date due to such an event, you may cancel your order and receive a full refund of any amount paid.

 

 

Intellectual Property

 

48. All intellectual property rights in the Products and related materials belong to Tenways or its licensors. You may use the Product for personal use only. Where a Product includes digital content or software, we grant you a limited, non-exclusive, non-transferable and revocable license to use such digital content and software solely for your personal use in connection with the Product.

 

 

Data Protection

 

49. We process your personal data in accordance with applicable data protection laws, including the General Data Protection Regulation (EU) 2016/679 (“GDPR”) and, where applicable, the UK GDPR and the Data Protection Act 2018. Our Privacy Policy explains what personal data we collect, how we use it, your rights as a data subject, and how to contact us or a supervisory authority if you have a concern. The Privacy Policy is available on the Website and forms part of these Terms.

 

50. By placing an order, you acknowledge that we will process your personal data as described in our Privacy Policy, including for the purposes of order fulfilment, customer support, and compliance with our legal obligations.

 

 

Governing Law

 

51. If you reside in the EU, EEA or Switzerland, these Terms and any contract concluded under them are governed by the laws of the Netherlands.

 

52. If you reside in the UK, these Terms and any contract concluded under them are governed by the laws of England and Wales.

 

53. Nothing in these Terms affects your rights under the mandatory consumer protection laws of your country of residence. This paragraph applies to Consumers only. If you are not a Consumer, these Terms and any contract concluded under them, and the jurisdiction provisions below apply exclusively, and the consumer carve-outs in the Dispute Resolution section do not apply.

 

 

Dispute Resolution

 

54. If you have a complaint, please contact our customer support team first at support@tenways.com so that we can try to resolve the matter amicably. We are not obliged to use, and have not committed to using, an alternative dispute resolution (ADR) body to resolve consumer disputes. If we cannot resolve your complaint directly, as a Consumer, you may still refer it to a competent consumer or ADR body in your country of residence; consumers in the EU/EEA can obtain information and assistance, including for cross-border purchases, through the European Consumer Centres Network (ECC-Net) at https://www.eccnet.eu.

 

55. If a dispute cannot be resolved amicably, it may be submitted to the competent courts in accordance with applicable law. Where Dutch law applies (see the Governing Law section above), the courts of Amsterdam shall have jurisdiction. Where the laws of England and Wales apply, the courts of London shall have jurisdiction. Nothing in these Terms affects your right to bring legal proceedings before the courts of your country of residence under applicable consumer law.

 

 

Final Provisions

 

56. If any clause is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect. The invalid provision shall be replaced by the closest valid equivalent.

 

57. Our failure to enforce any right or provision under these Terms does not constitute a waiver of that right or provision.

 

 

 

 

 

 

 

 

 

 

ANNEX 1 – MODEL WITHDRAWAL FORM

(Complete and return this form only if you wish to withdraw from the contract.)

To (*):

If you are located in the European Union, the European Economic Area or Switzerland, your agreement is with Tenways Technovation Europe B.V. at Kabelweg 57, 1014 BA Amsterdam, The Netherlands, Chamber of Commerce no. 85385115. Email: support@tenways.com.

If you are located in the United Kingdom, your agreement is with Tenways Sport UK Limited, 167–169 Great Portland Street, London W1W 5PF, United Kingdom, Company no. 14703336. Email: support@tenways.com.

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*) / for the provision of the following service (*):

                                                                                                                   

Ordered on (*) / received on (*):

                                                                                                                   

Name of consumer(s):

                                                                                                                   

Address of consumer(s):

                                                                                                                   

Signature of consumer(s) (only if this form is notified on paper):

                                                                                                                   

Date:

                                                                                                                  

(*) Delete as appropriate.