Warranty Policy

01Warranty coverage

This policy applies to purchases made directly through joyor-eu.com. JOYOR-EU provides the commercial warranty below for manufacturing defects under normal use and care.

Any more favourable warranty expressly offered with your purchase will be honoured. Used or refurbished products follow the commercial terms disclosed at purchase; their statutory protection is not excluded. Later policy changes do not reduce rights attached to an existing order.

02How to make a claim

1. Contact JOYOR-EU

   Email Service@joyor-eu.com with your order details and a description of the problem.

2. Let us review the issue

   We may request photos, a short video or safe troubleshooting checks. Please do not dismantle the battery or attempt an unsafe repair.

3. Receive a service plan

   We will explain the proposed solution, any necessary return arrangements and the expected next steps. Chargeable work requires your agreement first.

Please do not send payment-card details or identity documents. If you cannot provide a requested photo or video, tell us so we can discuss another way to assess the issue.

03Repairs, replacements & costs

Faulty on arrival or within the first 14 days

For a confirmed manufacturing defect reported within 14 days of delivery, we will arrange a replacement or refund as appropriate, with necessary shipping covered by us. Please report delivery damage promptly and keep any available packaging photos. This is not a deadline for all defect claims.

Faults discovered later

We will assess the fault and arrange the appropriate repair or replacement. Where legally required, a price reduction or refund will be available. Statutory remedies will be provided within a reasonable time and without significant inconvenience.

Who pays?

Valid commercial warranty or statutory defect claim: we cover the necessary parts, labour and shipping for the agreed remedy. Contact us so we can arrange a suitable label, collection or reimbursement method.

Wear, accidental damage or other non-covered work: we will explain any diagnostic, repair, parts and delivery charges before you agree to a paid service. A commercial warranty ending does not automatically make a statutory claim chargeable.

Replacement parts for self-installation are offered only where suitable and agreed with you; you are not required to perform a technical repair yourself. Contact us before arranging third-party work for which you seek reimbursement. Mandatory legal rights remain unaffected.

04What is not covered

The commercial warranty does not cover normal wear or damage caused by:

• Accidents or misuse: collisions, impacts, overloading or use contrary to the product manual.
• Improper care: unsuitable storage, neglected maintenance or charging contrary to the manual.
• Unsuitable water exposure: submersion, pressure washing or exposure beyond the model's stated limits.
• Modifications or unsuitable repairs: alterations, incompatible equipment or repair work that causes the reported fault.

Normal tyre and brake wear, cosmetic wear and ordinary battery ageing are not manufacturing defects. An abnormal failure may still qualify for assessment.

An unrelated modification or repair does not automatically cancel all protection. We assess the cause of the fault and apply the applicable rules on evidence and consumer rights.

05Your consumer rights

EU customers: your statutory rights for non-conforming goods exist independently of this commercial warranty. Depending on the circumstances, remedies include repair, replacement, a price reduction or a refund. Longer national protection and any legally required extension following repair remain applicable.

UK customers: applicable consumer law continues to protect purchases that are faulty, not as described or unfit for purpose, even after a commercial warranty expires. Your legal rights to reject goods or request other remedies are not restricted by this page.

Changed your mind? The statutory cooling-off right for eligible online purchases is separate from a defect claim. The usual notification period is 14 days from delivery. See our Return & Refund Policy for the return process. Mandatory consumer law takes precedence over any conflicting term.

The legal guarantee also applies to eligible second-hand purchases from a professional seller. Any permitted shorter period must be validly agreed at purchase under local law. Nothing here excludes rights that cannot lawfully be excluded.

06Common questions