TrailSurge UK Warranty Policy

Effective date: From the date the product is delivered

Applies to: Products purchased from TrailSurge.co.uk for delivery within the United Kingdom

Warranty provider: The relevant product manufacturer, unless stated otherwise on the product page or in the product documentation

Warranty support: TrailSurge UK handles warranty enquiries and coordinates claims with the manufacturer or authorised service partner

1. Overview

Many products sold by TrailSurge.co.uk include a manufacturer warranty covering faults caused by defective materials or workmanship under normal intended use.

The exact warranty period and scope of cover may vary depending on the product and brand. The warranty period shown on the product page, in your order confirmation, or in the manufacturer’s documentation will apply. Unless a different period is stated for a specific product, TrailSurge’s standard manufacturer warranty on eligible products is 2 years.

This warranty is provided in addition to your statutory rights and does not affect those rights.

2. What this warranty covers

This warranty is intended to cover manufacturing or material defects affecting the main functional components of eligible products sold on our website.

For electric bikes, electric scooters, electric dirt bikes, kids’ electric ride-ons, and other powered mobility products, cover may include the main electrical and structural components, such as:

• motor
  
• controller
  
• display or dashboard
  
• throttle or accelerator unit
  
• main wiring harness
  
• battery and charger, where the fault is due to a manufacturing defect
  
• frame or chassis, where the issue is due to a manufacturing defect
  

For portable power stations and similar electrical products, cover may include the main internal power unit, battery system, display, inverter, charging hardware, and principal input/output components, where the fault is due to a manufacturing defect.

For non-powered products sold by TrailSurge, such as trampolines, swimming pools, kayaks, children’s ride-ons, bikes, scooters, and other leisure or outdoor products, cover applies to the main structural or functional components where the manufacturer confirms a fault in materials or workmanship.

All warranty cover is subject to the manufacturer’s assessment and applies only where the product has been used normally, correctly assembled, and maintained in accordance with the product instructions.

3. What is not covered

This warranty does not cover:

• 
  normal wear and tear
  
• 
  consumable parts and service items, including but not limited to tyres, inner tubes, brake pads, chains, grips, bearings, bulbs, fuses, cables, seals, covers, springs, pads, and similar items
  
• 
  cosmetic damage, including scratches, scuffs, chips, fading, staining, rust, or corrosion that does not affect function
  
• 
  accidental damage, crash damage, impact damage, or damage caused by improper storage or handling
  
• 
  water ingress, corrosion, or moisture-related damage unless the product is expressly rated for that use and has been used strictly within that rating
  
• 
  damage caused by misuse, abuse, neglect, overloading, stunt use, racing, jumping, or use outside the intended purpose
  
• 
  damage caused by commercial use, rental use, hire use, courier use, or any other heavy-duty non-domestic use unless the product is expressly sold for that purpose
  
• 
  faults caused by incorrect assembly, poor maintenance, failure to follow instructions, or failure to carry out routine checks and servicing
  
• 
  faults caused by unauthorised modifications, software changes, tuning, derestriction, rewiring, or fitting non-approved or aftermarket parts
  
• 
  battery performance reduction or capacity loss through age, charge cycles, storage conditions, or normal use
  
• 
  products or components that have been dismantled or repaired by an unauthorised third party
  
• 
  labour charges, call-out charges, inspection charges, packaging charges, or transport costs unless expressly agreed in writing
  
• 
  damage caused by use on public roads where the product is not road legal, or where it has not been correctly registered, insured, taxed, or otherwise made compliant for legal road use
  
• 
  loss or damage caused by seizure, impounding, or third-party action
  
• 
  accessories, spare parts, clothing, free gifts, or promotional items unless specifically stated otherwise
  

4. Conditions of cover

To remain eligible for warranty cover:

• 
  the product must have been purchased from TrailSurge.co.uk
  
• 
  proof of purchase must be provided
  
• 
  the product must have been used only for its intended purpose
  
• 
  the product must have been assembled, charged, stored, and maintained correctly
  
• 
  the serial number, model label, or identifying marks must be present and unaltered
  
• 
  no unauthorised modifications or repairs must have been carried out
  

Failure to meet these conditions may result in the warranty claim being refused.

5. Returns, inspection, and packaging

Do not return any item without prior authorisation from TrailSurge.

In many cases, we will first ask for photos, video evidence, a serial number, and a description of the fault so that the issue can be assessed before any return is approved.

If a return is authorised, the product or component must be packaged safely and securely for transport. Original packaging is strongly recommended. If the original packaging is no longer available, the customer must use suitable protective packaging. Where TrailSurge or the manufacturer has to provide replacement packaging or a return box, a reasonable packaging charge may apply.

All returned items are subject to inspection. If, following inspection, the fault is found not to be covered by the applicable warranty, the customer may be responsible for any inspection, return shipping, re-delivery, or packaging costs associated with that claim.

6. How to make a claim

To make a warranty claim, please contact TrailSurge customer support within the applicable warranty period and provide:

• 
  your order number or proof of purchase
  
• 
  the product model
  
• 
  the serial number, where applicable
  
• 
  clear photos and/or video showing the fault
  
• 
  a brief description of the issue
  
• 
  confirmation of when the fault started and how the product has been used
  

TrailSurge will review the information provided and, where appropriate, liaise with the manufacturer or authorised service partner to progress the claim.

Depending on the type of fault, the manufacturer may choose to:

• 
  provide troubleshooting steps
  
• 
  send a replacement part
  
• 
  request return of the faulty part
  
• 
  request return of the whole product for inspection
  
• 
  authorise a repair
  
• 
  provide a replacement or other appropriate remedy
  

The remedy offered is at the discretion of the manufacturer or authorised service partner, subject to your statutory rights.

7. TrailSurge’s role

TrailSurge handles warranty enquiries, gathers evidence, and coordinates claims with the relevant manufacturer or authorised service partner.

For many products, the technical decision on whether a fault is a manufacturing defect is made by the manufacturer or their appointed repair agent. However, nothing in this policy removes or limits any legal obligations TrailSurge may have to customers under UK consumer law.

8. Limits of the warranty

To the fullest extent permitted by law, this warranty does not cover indirect or consequential losses such as loss of enjoyment, loss of earnings, loss of business, travel costs, hire costs, or downtime.

Nothing in this policy excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or any rights you have under applicable consumer law.

9. Transferability

This warranty applies only to the original purchaser unless the manufacturer expressly states otherwise. It is not transferable.

Any repair, replacement part, or replacement product supplied under warranty does not restart the original warranty period unless the manufacturer expressly confirms otherwise.

10. Your statutory rights

This warranty is separate from your rights under the Consumer Rights Act 2015 and other applicable UK consumer protection laws. If goods are faulty, not as described, or not fit for purpose, you may have legal remedies against the retailer regardless of any manufacturer warranty. UK guidance also states that warranty or guarantee rights sit alongside those legal rights, and repair or replacement rights can still apply even where a warranty is not being used.