Returns & Warranties

Legal warranty: 2 years
Commercial warranty: 5-year frame

Returns

Quality/conformity problems

In the event of delivery of a product that does not correspond to the order (defective or non-conforming), the purchaser must lodge a complaint within 14 days of signing the delivery note.

ATTENTION: It is the purchaser’s responsibility to check the contents of the package BEFORE signing for delivery to the carrier. If this is not the case, no claim will be accepted, see article 17 – Method of receipt.

Complaints must be sent to SAS CT Concept by registered letter with acknowledgement of receipt, to the address indicated in paragraph 2 of these GCS, and must include:

The buyer’s contact details.
Product references.
Reasons for the claim.

The product(s) must be returned within seven working days of the allocation of a return number by SAS CT CONCEPT’s customer service department. Failing this, SAS CT CONCEPT will not exchange or reimburse the product(s) ordered.

Any product to be exchanged or reimbursed must be returned to SAS CT CONCEPT in its original condition and packaging and include all of the product and its accessories. Shipping costs and all risks related to the return of the product are the responsibility of the buyer.

If the above procedure is not followed within the time limits indicated, the purchaser will not be entitled to make any claim for non-conformity or apparent defect of the products delivered, as the products will then be deemed to be in conformity and free of any apparent defect.

Right of withdrawal

In accordance with article L 121-16 of the French Consumer Code, the purchaser has a period of 14 clear days, from the date of receipt, to return products ordered via the Internet at his or her own expense in order to obtain a refund. Products must be returned to SAS CT CONCEPT in perfect condition for resale, in their original state (packaging, accessories, instructions, etc.), duly sealed, and accompanied by the invoice corresponding to the purchase.

Similarly, if the product includes a warranty card or other document to be completed, this must not be filled in for the buyer to exercise his right of withdrawal.

Any product that is incomplete, damaged or whose original packaging has been damaged will not be reimbursed or exchanged. The exercise of the right of withdrawal will give rise to the choice of the purchaser:

A refund in cash, by re-crediting the credit card used for the initial order or, if this is not possible, by letter-cheque.
Or the award of a voucher, under the conditions set out below in Article 10.

Warranties

Warranty conditions

General terms and conditions of sale, warranty period and method of delivery are available on the www.trotrx.com website.

The purchaser shall be deemed to have consulted and accepted them BEFORE SIGNING THE SALES PROPOSAL.

In the event that the manual is not delivered with the product, SAS CT CONCEPT will send the consumer the manual written in French or an Internet link allowing access to it.

Any product return, under the aforementioned warranty, must be subject to prior agreement from SAS CT CONCEPT. To this end, the purchaser must contact SAS CT CONCEPT’s after-sales department.

If the product is recognized as defective, SAS CT CONCEPT will give its agreement to the buyer.
No return will be accepted without prior authorization from SAS CT CONCEPT. The defective product must be returned in its original packaging with all the product and accessories.

Any product that is incomplete, damaged and/or whose original packaging has been damaged will not be accepted for return or exchange under the warranty. All costs and risks associated with returning the product are to be borne by the purchaser. The product under warranty will, at the manufacturer’s discretion, be exchanged or repaired.

SAS CT CONCEPT guarantees the purchaser, in respect of hidden defects that may affect the products delivered, only within the framework of a replacement of the defective products or parts making them unfit for their use, without being able to be considered by the purchaser as responsible for the possible harmful consequences that these hidden defects could have caused.

In any case, the guarantees do not cover :

Replacement of consumables.
Abnormal and/or improper use of the products. (Including product modification)
Defects and their consequences resulting from intervention by the purchaser or a repairer not approved by SAS CT CONCEPT.
Defects and their consequences arising from improper use of the product for its intended purpose (professional, collective, etc.).

Warranties, after-sales service and exclusions

All TROTRX products are covered by a 2-year legal warranty of conformity, in accordance with the provisions of the Consumer Code. This warranty covers defects of conformity under the conditions provided by law. It is separate from any commercial or manufacturer’s warranty.

If the product is resold to another consumer, the statutory warranty of conformity continues to apply under the conditions provided by law and may be invoked against the original professional seller for the remainder of the warranty period.

In addition to the statutory warranty, TROTRX offers a commercial warranty on certain components and parts of the product, subject to the terms and conditions specified for each model. The commercial warranty is a supplementary warranty and does not limit or replace the consumer’s rights under statutory warranties. The TROTRX commercial warranty is personal to the original purchaser and is not transferable in the event of resale of the product.

The warranty covers only defects that fall within its scope. In particular, it does not cover normal wear and tear, damage resulting from a fall or accident, misuse, lack of maintenance, modifications to the product, or damage resulting from use that does not comply with the manufacturer’s recommendations.

For any warranty claim, proof of purchase may be required in order to determine the product’s date of purchase and the applicable warranty terms. After inspecting the product, TROTRX will determine whether the issue falls under the statutory warranty of conformity or the commercial warranty and will explain the applicable resolution process.

Statutory warranties remain in effect regardless of any commercial warranties offered by TROTRX.

The above legal warranty conditions apply to metropolitan France only.

TROTRX scooters are designed, assembled, prepared, and tested with the utmost care before shipment; should an item be delivered defective, we will repair or replace it. In the event of a replacement, the returned products become the property of SAS CT CONCEPT. To benefit from this legal warranty, you must keep and present proof of purchase (invoice) along with the defective item(s) when making a warranty claim; otherwise, this warranty will not apply.

The legal warranty is limited to the value of the product. Incidental or indirect damage is explicitly excluded from the legal warranty. Labor costs and damage attributable to work carried out by third parties other than an after-sales service authorized by SAS CT CONCEPT are not covered by the legal warranty.

EXCLUSIONS: This legal warranty excludes damage caused by misuse or abuse, such as: multiple people riding on the same scooter, towing another machine, negligence, accidents, exposure to extreme temperatures or water, motor overheating, or lack of regular maintenance or improper maintenance.

Statutory warranties of conformity or against hidden defects are distinct from commercial warranties or manufacturer’s warranties. These commercial and/or manufacturer’s warranties may or may not be offered to customers, depending on the terms set by the seller and/or the manufacturer.

Manufacturer's warranty

– Our manufacturer’s warranty – CADRE TROTRX :

Designed and built by our company for durability, the Trotrx frame comes with a 5-year warranty for the first purchaser, from the date of delivery.

– Our commercial warranty – ELECTRICAL SYSTEM :

The warranty period is 2 years for:

– Lithium ion battery
Exclusions: Misuse or lower storage conditions in low temperatures, battery discharged and unused for more than three months, battery showing signs of impact or oxidation, wear and tear, battery dropped, modifications not carried out by us.

Loss of autonomy is covered by the warranty if it exceeds 30% of the battery’s minimum capacity in the 1st year and 50% in the 2nd year.

– Motor
Exclusions: Burnt-out windings due to overheating, improper use, wheel axle failure due to improper tightening, acceleration maintained while the motor forces at a speed of less than 12km/h…

– Controller
Exclusions: Circuit failure due to water. NB: The controller is resistant to water splashes, but not to immersion; scooter dropped in water, exposed to heavy rain, high-pressure cleaner, water jet…

– Display
Exclusions: Breakage of clamp due to a fall or improper tightening. Immersion, scooter dropped in water, exposed to heavy rain, high-pressure cleaner, water jet…

The following finishes, paints, stickers and wearing parts are not covered by warranty: throttle triggers, connection cables, tires, grips, inner tubes, brake pads, neoprene, backpacks and other accessories.

Refurbished warranty

– Our guarantee – TROTRX RECONDITIONED :

The manufacturer’s warranty conditions for a reconditioned scooter are identical to those above, i.e. the frame is guaranteed for 5 years for the first purchaser.

The legal warranty for a reconditioned scooter is 2 years.