Hornback Warranty Policy

HORNBACK WARRANTY, RETURN & REFUND POLICY

At Hornback, our first guiding principle is “The Rider is the Boss.”
We stand behind the products that we sell. For this reason, we’re pleased to offer one of the industry’s most generous and rider-friendly warranty policies.

1. WARRANTY POLICY

1.1 Repair or Replacement of Components

IMPORTANT: To validate this warranty, the retail customer must register the bike at www.hornback.bike/pages/warranty within 15 days of purchase.

This warranty is limited to the original purchaser only.
Proof of purchase is required to validate protection under warranty.
Transport costs of the parts or the cycle are not included.

Hornback offers a limited lifetime warranty on all our frames and handlebars against any manufacturing defects.

Please note:
Only use this product in accordance with this user manual.
The warranty does not cover any damage caused due to the bike being subjected to abuse, rough use, stunts, neglect, improper repair, improper maintenance, alteration, modification, an accident or other abnormal, excessive, or improper use or fall.

Hornback offers a warranty on the following items:

1.2 Mechanical Parts

All Mechanical parts are only covered for Manufacturing Defects.
There is no warranty on consumables and wear-and-tear parts: tyres, tubes, drivetrain, brakes, saddle, pedals, mudguards, grips, bearings, wires, rims, seat, seat post, clamps, headset parts, hubs, bottom bracket, disc brakes, and similar components.

1.3 Electrical Components

  • Display, Throttle, LED Light, Pedal Sensor, Charger – 6 months warranty
  • Motor & Controller – 12 months warranty
  • Battery – 24 months warranty

The battery warranty does not include damage from power surges, use of non-original chargers, improper maintenance, or water immersion. Battery should be charged 100% before storing and should be charged at least once in 1 month. Also make sure that battery will not come in contact with water. Failing to do so will void warranty. Never store the battery fully discharged.

The company will not be responsible for any accident or damage due to improper storage. Maximum battery degradation of 25% after 700 charge cycles or 2 years, whichever comes first, is considered normal.

1.4 Warranty Claim Conditions

If any manufacturing defect(s) is found in our product, the Company will repair or replace the defective part(s) with new part(s) or equivalent at no cost, provided the product is within warranty period of 2 years (or as mentioned in case of specific parts) and the malfunction is caused due to faulty material or workmanship during manufacturing.

The decision to replace or repair the defective part will rest solely with the Company. We also reserve the right to replace the defective part with parts, similar or different to the defective part, as per the availability of such parts.

2. TERMS & CONDITIONS

  1. If the product has a quality fault within 15 days of delivery, the part will be repaired or replaced.
  2. The period of assurance shall commence from the day delivery was made to the retail customer, or from the day the retail customer collected the bike from the retailer.
  3. To validate this warranty, the retail customer must register their bike within 15 days of purchase, else the company reserves all rights to rescind the warranty of the product.

All parts that have been replaced under warranty must be returned to the Company and will become the Company’s property.

Parts replacement will be subject to the following terms & conditions:

  • The Company or our authorized dealers will repair or replace only the parts that are failing due to faulty material.
  • Only the Company or its authorized dealers can repair, service or assemble/reassemble the product, and it shall be the responsibility of the customer or purchaser to bring the faulty product to our dealer premises.
  • This warranty does not cover corrosive parts, plastic, PVC and rubber components or the accessories adding to the decorative value of the product.
  • Photocopy of sales invoice and serial number/chassis number of the product has to be shared with the Company for availing the warranty.
  • Battery used in product is a special application battery meant only for electric cycles. Do not use these for any other application or product.
  • The Company reserves the right to change or withdraw any or all terms of the warranty policy without any prior intimation.
  • All products should be periodically checked as per the recommended service schedule by our authorised dealer for indications of potential failures including cracks, wire damage, corrosion, dents, deformation, paint peeling and any other indications of potential problems, inappropriate use or abuse.
  • Since Lithium-ion batteries have the tendency to self-degrade, mileage per charge will reduce with ageing.

2.1 Warranty Exclusions

This warranty is not applicable in any of the following conditions:

  • If any repair work is carried out privately or by any unauthorised dealer or personnel or irregular maintenance.
  • Damage resulting from misuse, not maintaining the vehicle or not following the guidelines within our user guide or using the vehicle for any kind of competitive sport.
  • Failure to register bike within 15 days of purchase.
  • Spare parts and components worn in normal use.
  • Any special equipment or accessories added by the customer with an intention to enhance the performance, speed or comfort of the product is not included in this warranty. In the event of any such alteration or addition, the warranty will stand null and void.
  • If photocopy of sales invoice is not received with defective product, warranty will be counted from date of manufacturing till defined time period as above.
  • Fading of parts like paint, stickers and plastic parts due to direct exposure of sunlight is not covered under the warranty.
  • The serial number/identification code is deleted, defaced, altered, effaced or removed.
  • Used for more than permissible load of 110 kg.
  • Used for stunts, competition or jumping, acrobatics, bicycle moto–cross, dirt biking or similar activities as all units are not designed or intended for such purpose or usage.
  • Any kind of tampering observed with the parts/product.
  • Modified/altered components for any specific use other than a personal transport.
  • Transportation, delivery, labour and handling charges incurred in the replacement of parts are not covered under this warranty, and shall be borne by the customer.
  • Resold to any other person/company.
  • Damage caused by accident, malfunction or misuse caused to the product by the acts of persons, intentional or otherwise, including but not limited to misuse or mishandling, fire or any act of God.
  • Non-functional parts due to natural wear and tear, ageing, defects resulting from misuse/improper handling or negligence by the rider or product is altered by component parts substitution are not covered under the warranty.

This warranty is expressly limited to the repair or replacement of a defective item and is the sole remedy of warranty. This warranty extends from the date of purchase, only to the owner and is not transferable.

Transportation cost and labour charges incurred in the replacement of parts are not covered under this warranty. The Company is not responsible for loss or damage whatsoever (including incidental or consequential damages) arising from use of the product.

This warranty is valid only within the geographical boundaries of the Republic of India. Company reserves the right to change this warranty policy at its sole discretion without any notice. In case of any dispute with the customer, the courts of Hyderabad, Telangana, India shall have exclusive jurisdiction to settle any dispute.

3. REFURBISHED ELECTRIC CYCLES

As this is a refurbished product, minor scratches may be present. However, it will be mechanically sound and fully functional.

We offer a 6-month warranty on the motor and controller and a 12-month warranty on the battery, starting from the date of purchase.

The warranty for all other components will be as stated above, including the limited lifetime warranty for the frame and folding mechanism. Also, the maintenance, servicing and storage conditions criteria for these cycles will be as mentioned above.

4. SHIPPING DAMAGE CLAIMS

IMMEDIATELY inspect whether the packaging is intact when receiving the goods. If you see obvious damage to the product, you can choose to reject delivery or mention remarks of damage while signing the delivery challan and contact us in time.

We will not accept claims for shipping damage later than 24 hours from the receipt of the product.

Please feel free to contact us on:
📞 +91 9154342177
✉️ getintouch@hornback.bike

4.1 Packaging Requirement Clause

To be eligible for returns (for eligible products) or shipping damage claims, the original Hornback packaging box must be present. In the event that the customer does not possess the original box, they shall be required to purchase a replacement box from Hornback and bear the applicable shipping charges for the same. Failure to provide the original or replacement box will render the return or claim ineligible.

5. RETURN, REPLACEMENT, AND REFUND POLICY

At Hornback, we prioritize complete customer satisfaction. If you find yourself dissatisfied with our services, we offer a refund according to our policy, provided the reasons are genuine and substantiated after thorough investigation by our dedicated teams.

5.1 Cancellation Policy

You may cancel your order within 24 hours of placing it. However, if you choose to cancel after the product status indicates “shipped” or “out for delivery,” a cancellation fee may apply before processing your refund.

Cancellation Fee Structure:

  • Within 24 hours of order placement: No cancellation fee if the order is not processed for dispatch.
  • If order status is “shipped”: 10% of total order value.
  • If order status is “out for delivery”: 20% of total order value.

Please note that any customization of the bike will result in a strict “no-return, no-exchange” policy. Additionally, our cancellation and refund policies are subject to change without prior notice.

Refunds will be issued to the original payment source provided at the time of purchase, after deducting the cancellation fee. Refunds are expected to reflect in the customer's account within 7 to 15 business days, as per Reserve Bank of India (RBI) regulations.

5.2 Return & Replacement Policy

Non-Electric Cycles: Eligible for return or replacement within 7 days of delivery, provided the product is unused, in its original condition, and accompanied by the original packaging box.

Electric Cycles: Eligible for replacement only in case of manufacturing defects reported within the stipulated period. Returns for electric cycles will not be accepted.

Customised Cycles: Any cycle customised in terms of name, colour, components, decals, or accessories will be ineligible for return or replacement, irrespective of the model type.

Refurbished Cycles: Not eligible for return or replacement under any circumstance.

Notify us within 24 hours of delivery in case of issues such as manufacturing defects, damage during transit, or wrong item delivered. Provide pictorial evidence to our official email ID at getintouch@hornback.bike. The e-bike/product should remain unused at the time of reporting any concerns. We will extend all reasonable assistance to address the issue promptly.

In case of any manufacturing defect noticed upon delivery of the e-bike/product, please raise the matter with HEMPL within 24 working hours of receiving the product at getintouch@hornback.bike. We shall provide all reasonable assistance in this regard.

5.3 Refund Policy

Cancellation fees are the responsibility of the client/customer. Refunds will be issued to the original payment source after the receipt and inspection of the returned item, within 7 to 15 business days, as per RBI regulations.

6. DELIVERY & SHIPPING POLICY

You confirm that the delivery address provided is accurate. Any non-delivery due to errors on your part may result in additional expenses for re-delivery, which will be borne by you. We are not liable for damages or losses incurred during transit by third-party delivery services.

If we are unable to deliver your ordered products for any reason, we will refund the amount through the same online payment method or provide credit to your account within 90 business days.

You are required to provide a valid phone number and email address while placing an order. By registering your phone number, you consent to receive order, shipment, or delivery-related updates via phone calls and/or SMS notifications. We may also use your personal information for promotional purposes, unless explicitly denied by you.

7. CUSTOMER SUPPORT

For any further queries, assistance, or clarifications regarding warranty, returns, or delivery, please contact our Customer Service Team:

📞 +91 9154342177
✉️ getintouch@hornback.bike

Our support hours are Monday to Saturday, 10:00 AM – 6:00 PM (IST). We are committed to ensuring your experience with Hornback remains smooth, transparent, and satisfactory at every step.

PLEASE REGISTER YOUR BIKE BY SUBMITTING THIS FORM:
👉 https://hornback.bike/pages/warranty