Warranty Policy

Last updated: July 21, 2026

Tivaro stands behind the quality of its products. This Limited Warranty Policy explains the warranty periods, covered conditions, exclusions, claim requirements, available remedies, and shipping responsibilities for eligible products.

This warranty is in addition to, and does not replace, any non-waivable rights provided by applicable consumer-protection law.

1. Products and Purchases Covered

This warranty applies to eligible Tivaro products purchased:

• Directly from the Tivaro official website; or
• Through a sales channel expressly identified by Tivaro as authorized.

The warranty applies only to the original retail purchaser and is not transferable unless applicable law requires otherwise.

Products purchased second-hand, from an unauthorized seller, through an unauthorized resale channel, or without valid proof of purchase are not covered.

2. Warranty Registration and Start Date

Warranty coverage is automatically registered when the original purchaser receives an eligible product purchased from Tivaro’s official website.

The warranty period begins on the product’s delivery date, unless the applicable product page or mandatory law states otherwise.

To verify coverage, Tivaro may require the order number, purchase invoice, delivery record, product serial number, and purchaser information.

3. Warranty Periods

Unless a product page expressly provides a longer coverage period, the following warranty periods apply.

Tivaro may summarize this coverage as a “5-Year Warranty.” The maximum five-year term applies to manufacturing defects in the main structural frame. Batteries, motors, electronic parts, accessories, and wear components remain subject to the separate coverage periods and exclusions stated in this policy.

If a specific product page states different warranty terms, the product-specific terms apply only to that product. A shorter product-specific term should be clearly disclosed before purchase and remains subject to mandatory consumer law.

4. What the Warranty Covers

Subject to inspection and confirmation by Tivaro, this warranty covers defects in materials or workmanship that:

• Occur during the applicable warranty period;
• Arise under normal, intended use;
• Are not caused by the customer, an accident, misuse, modification, or an excluded condition;
• Can be reasonably verified through photos, videos, troubleshooting, inspection, or other evidence.

Covered examples may include:

• A structural frame failure caused by a manufacturing defect;
• A motor, controller, joystick, display, charger, brake, light, or other covered functional component that fails under normal use because of a manufacturing defect;
• A lithium-ion battery confirmed to have a manufacturing defect during the battery warranty period;
• Missing or defective components present at delivery.

Normal reduction in battery capacity over time is not, by itself, a manufacturing defect.

5. Available Warranty Remedies

After reviewing the claim, Tivaro may provide one or more of the following remedies, at its reasonable discretion and as permitted by law:

• Remote troubleshooting or operating guidance;
• Adjustment or maintenance instructions;
• Replacement parts;
• Replacement-part installation instructions or videos;
• Authorized repair;
• Product replacement;
• Another appropriate remedy required by applicable law.

Tivaro may require the customer to complete reasonable diagnostic steps and provide corresponding photos or videos before parts, repair, or replacement are approved.

If the issue can be safely resolved by replacing a part, Tivaro may send the replacement part and provide installation guidance. Customers should not perform a repair they are unable to complete safely.

A whole-product replacement is not automatically required when the problem can reasonably be resolved through troubleshooting, adjustment, or replacement parts.

6. What Is Not Covered

This limited warranty does not cover:

1. Normal wear and tear;
2. Normal battery-capacity reduction caused by age, charging cycles, temperature, storage, or use;
3. Tires, upholstery, armrest pads, paint, surface finish, cushions, grips, bearings, and other consumable or wear components, except for a confirmed manufacturing defect present at delivery;
4. Scratches, dents, discoloration, cosmetic wear, minor packaging damage, or other cosmetic conditions that do not affect normal product function;
5. Damage caused by misuse, abuse, overloading, collision, impact, dropping, improper transportation, water exposure, fire, extreme temperature, improper storage, or accidents;
6. Damage caused by failure to follow the user manual, safety instructions, charging instructions, unboxing instructions, maintenance requirements, or troubleshooting guidance;
7. Damage caused by use of an improper charger, incompatible battery, unauthorized accessory, power surge, or improper electrical supply;
8. Damage caused by unauthorized disassembly, repair, modification, software alteration, or third-party servicing;
9. Expenses incurred through a repair shop, technician, towing service, delivery service, or third party without Tivaro’s prior written authorization;
10. Products with an altered, removed, or unreadable serial number;
11. Products without valid proof of purchase;
12. Products purchased from unauthorized sellers or resale channels;
13. Second-hand, modified, rebuilt, rental, or refurbished products unless Tivaro expressly sold the product with written warranty coverage;
14. Damage arising from use outside the product’s specified load, terrain, environmental, charging, or operating limits;
15. Loss of use, travel expenses, personal assistance expenses, missed appointments, lost income, or other indirect or consequential losses, except where applicable law does not permit such an exclusion.

7. Shipping Damage Is Handled Separately

Shipping damage is not treated as ordinary wear or customer-caused damage.

Please inspect the product and packaging immediately after delivery. Visible shipping damage, severe box damage, or missing items should be reported to service@tivaro.life within 5 calendar days of delivery.

Provide photos of all sides of the outer box, shipping labels, damaged areas, internal packaging, accessories, and the product. Keep all original packaging until the case is resolved.

The 5-day reporting period helps preserve carrier evidence. It does not eliminate warranty coverage for a manufacturing defect that becomes apparent later.

8. How to Submit a Warranty Claim

To request warranty service, email service@tivaro.life and provide:

1. Your order number or valid proof of purchase;
2. The purchase channel;
3. The product name and model;
4. The product serial number;
5. The delivery date, if available;
6. A clear description of the issue and when it began;
7. Photos showing the complete product and affected area;
8. A short video clearly showing the malfunction, sound, warning, or failure where applicable;
9. Your current shipping address and contact details;
10. Any troubleshooting results requested by Tivaro.

Failure to provide reasonably requested proof may delay the claim or prevent Tivaro from confirming warranty eligibility.

9. Diagnostic and Claim Process

Tivaro will normally handle a warranty claim through the following process:

1. Verify the order, purchase channel, delivery date, serial number, and warranty period;
2. Review the customer’s description, photos, and videos;
3. Ask the customer to complete reasonable and safe troubleshooting steps where necessary;
4. Determine whether the issue is covered, excluded, or requires further inspection;
5. Provide the approved remedy, such as instructions, replacement parts, authorized repair, or replacement;
6. Confirm the customer’s shipping address before sending parts or replacement products.

Do not dispose of a product, battery, motor, controller, or other claimed component unless Tivaro confirms in writing that disposal is authorized.

Tivaro may require a defective component to be returned for inspection.

10. Warranty Shipping Costs

For a confirmed warranty claim within the 48 contiguous United States, Tivaro will cover 100% of authorized return freight by providing a prepaid label, shipping approved replacement parts, or reimbursing shipping costs that Tivaro authorized in writing before shipment.

The customer is responsible for:

• Unauthorized shipping or repair expenses;
• Expedited shipping requested by the customer;
• Costs caused by an incorrect address, failed delivery, or failure to follow return instructions;
• Shipping, parts, and service costs for issues not covered by warranty;
• Shipping and parts costs after the applicable warranty period expires.

Service and shipping availability may vary by location, product type, lithium-battery requirements, carrier restrictions, and parts availability.

11. Repairs and Third-Party Service

Do not disassemble, modify, or arrange third-party repair before receiving Tivaro’s written authorization.

Tivaro is not responsible for unauthorized repair charges. Damage caused by unauthorized repair or modification is not covered.

If Tivaro authorizes local repair, the authorized scope and maximum reimbursable amount must be confirmed in writing before work begins.

On-site or in-home repair is not guaranteed. Depending on the location and diagnosis, Tivaro may provide remote support, replacement parts, authorized repair guidance, or another appropriate remedy.

12. Replacement Products and Parts

Replacement parts or products may be new or functionally equivalent and may contain minor differences in appearance, label, supplier, connector, design revision, or packaging, provided the replacement is compatible and does not materially reduce normal function.

Parts may be updated over time because of supplier or engineering changes.

Providing a replacement part or product does not restart the original warranty period unless applicable law requires otherwise. Coverage continues for the remaining portion of the original warranty period.

13. After the Warranty Period

After the applicable warranty period expires, Tivaro may continue to provide technical guidance and may offer replacement parts where available.

The customer is responsible for the cost of parts, shipping, labor, and other service expenses after warranty expiration unless Tivaro agrees otherwise in writing.

Parts availability is not guaranteed indefinitely.

14. Limitation of Warranty

To the fullest extent permitted by law, this written limited warranty is the only express product warranty provided by Tivaro, except for a different express warranty stated on the applicable product page.

Any implied warranty that cannot legally be excluded is limited to the shortest period permitted by applicable law.

Nothing in this policy excludes or limits liability or consumer rights that cannot legally be excluded or limited.

15. Consumer Rights

This warranty gives the customer specific contractual rights. The customer may also have additional rights under federal, state, provincial, or other applicable consumer-protection law.

Where applicable law provides greater protection, that law will control.

16. Contact Us

For warranty claims, technical support, replacement parts, or after-sales service:

After-Sales Email: service@tivaro.life
Pre-Sales Email: service@tivaro.us
Phone: +1 866-899-7266
Contact Page: https://tivaro.life/pages/contact
Business Hours: Monday–Friday, 9:00 AM–6:00 PM (HKT)