Warranty & Returns

Warranty Claims

LEVA Group will support warrant cases for all Tern Bicycles products in use across Australia, regardless of date sold. The summary of who covers what for warranty cases includes:

LEVA Group is responsible for the expenses of:

• Tern OEM parts for replacement
• Shipping and import costs from the Manufacturer
• Internal delivery costs to the Customer / Dealer
• Labour costs for warranty

Labour Cost Reimbursement

LEVA Group will only support labour cost reimbursement upon assessment, or if labour compensation has been previously established in a prior Service Announcement or program.

Labour cost reimbursement will be based on the following conditions:

• Flat labour rate of $70/hr
• Service durations set by LEVA Group tech team (examples below)
• Motor replacement - 3 hours
• Light switch replacement (GSD Ignis or GSD rear) - 90 mins
• Master cylinder replacement - 45 mins
• Costs reimbursed via credit note applied to a future purchase 

Warranty requests should be submitted via email to service@levagroup.com.au.

Returns

LEVA Group will support returns on items with the return request received within 30 days of an order. Returned products must be:

• Unused
• Bikes - new in the box with original packaging
• Accessories - new with original packaging/product tags
• Parts - new with original packaging

To process a return:

• Navigate to your ‘All Orders’ page
• Locate the relevant order and select ‘Return’
• Select which products, and how many, are to be returned
• On the Return Request page, enter ‘Packing Condition’, ‘Reason for Return’, and the ‘Return Type’
• Click ‘Notes & Attachments’ to enter text or attach images showing the problem (if necessary)
• Once your return request is submitted, we’ll review and process it. Guidance on shipping requirements and refund/credit application will be provided
• View the status of open return orders by navigating to the page from the top right drop down menu