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Service & Warranty

You can contact Twindis with any requests relating to service and/or warranty. We aim to assist you as best we can and ensure that any issues are resolved quickly. To ensure this process runs smoothly, we kindly ask you to submit your warranty or service request via Motinova's After-Service Tool. We will ensure that these requests are picked up and processed quickly.

Contact information

Tel: +31 88 088 66 86

Opening hours: 9 a.m. - 5 p.m.

E-mail: motinova@twindis.com

After service tool

Motinova's After-Service Software makes it easy to diagnose various Motinova drive systems.

Download Software

Motinova Service Tool MLD1 - 125kbit/s

Service tool

MLD1

125kbit/s

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Motor Types

Volans & Pegasi

VL6510 - VS7510 - VS7513 - PG8010
All motors

Display

CS522

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Cabel

HT: WD2A N1

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Chainwheel Dismantling Tool

TDTA1

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Motinova Servicetool MLD4 - 250kbit/s

Servicetool

MLD4

250kbit/s

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Motor Types

Volans & Pegasi(+)

VL6514 - VL6515 - VL6516 - VS7514 - VS7515 - PG8014 - PG8015 - PS X014EU - PS X015EU - Hub Motor
All motors

Display

CS510 - CS521
CS540 - CS800

All displays

Cabel

CUS + Higo: WD4A N1

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Chainwheel Dismantling Tool

TDTA1

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Service tool roadmap

Step 1: Dowload Motinova's After-Service Tool.

Complete the registration. Within one hour, the registration will be approved.

Motinova After-service Tool

Step 2: Connect the system to Motinova's diagnostic tool

There are currently 3 diagnostic tools available. Refer to the table above to look up the correct service tool and corresponding cable.

Step 3: Connect the drive system to your computer via the diagnostic tool and follow the instructions

Connect the E-Bike to the PC according to the diagram (this may vary depending on the type), switch on the E-Bike, and then click ā€œlink to bikeā€.

If everything is connected properly, you will see the basic information of the linked system.

No connection: If no connection can be established, check the connections and whether the E-Bike is switched on.

Step 4: Submit defect or service.

In many cases, you can solve the problem via the error message.To do this, look up the error code via the After-service Tool and follow the instructions.

If this does not yield the desired result, you can submit a service request.

To report a service request, click on ā€˜Fault Submissionā€™. This will start the request. Make sure the bicycle is connected and switched on during the entire process. This promotes the turnaround time of the service request. The historical error messages are automatically loaded from the service tool.

Step 5: Follow-up of the Service Request.

Based on the report and error codes, if all information has been properly processed, we will contact you within one working day. If the error message cannot be fixed then a new engine will be sent. For this, you need an account at Twindis. If you do not yet have an account, you can apply for one here. In some cases, we would like to return the motor for further analysis. A pick-up order will be scheduled for this. Make sure the bike is well packed, you can use the packaging of the new bike for this.

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Service & Warranty questions

What is the warranty period on Motinova products?

The standard warranty period for Motinova products is 2 years from the date of purchase.

How do you file a warranty claim on behalf of a customer as a dealer?

As a dealer, you can make a warranty claim on behalf of your customer by submitting it through Motinova's After-Service Tool.

What documentation is required to file a warranty claim as a dealer?

When making a warranty claim, we need the original purchase invoice and serial number of the product.

How do you place an order as a dealer?

Simply place your order through our online dealer portal or contact our sales department at Motinova@twindis.com.

What is the return policy for you as a dealer?

You have a 30-day return period for unused and undamaged products. Please contact our business support for return instructions.

Are there any fees for returning a product under warranty?

No, returns under warranty are free of charge for the customer.Motinova covers shipping costs.

How long will it take for my returned product to be processed?

We aim to process returns within 2 working days of receipt. You will be notified once processing is complete.

Can I receive a replacement product during the repair period?

No, during the repair period, we do not currently offer replacement products.

How can I return a product that is out of warranty?

For products outside the warranty period, please contact our customer service for information on repair options and costs.

Are there specific instructions for packing the returned product?

Make sure the product is well packed to avoid damage during transport.

Can I cancel a return once I have requested it?

Yes, you can cancel a return request as long as the product has not been shipped yet. Please contact our customer service immediately.

How can I check the status of my return?

Log in to the After-Service Tool to check the status of your return or contact our customer service team.

About Motinova

Motinova is composed of the first half of the words ā€˜Motivityā€™ and ā€˜Novaā€™. Motinova is the emerging Brand with bicycle drive systems. Motinova's mission is to create a top-class bicycle drive system that offers the user the perfect riding experience.

Midea Group

Wuhan TTium Motor Technology Co, Ltd is a company focused on manufacturing drive systems for e-bikes. The Motinova brand has gained international recognition in the market for its unique design and excellent performance.

Motinova belongs to Midea Group, a Fortune Global 500 company, HL Group, the renowned bicycle manufacturer, also provides support to the company. Motinova has R&D centres in Wuhan, Shunde and Shanghai. The R&D team is led by academics and has independent development capabilities. They master core technologies in motor design, automatic control, structure and industrial design and hold numerous national and international patents on inventions and software copyrights.

Quality

Motinova has advanced automated manufacturing technologies in the industry, such as laser welding, visual inspection and RFID transmission of production data, ensuring stable product quality. Motinova has introduced advanced technologies such as flat copper wire winding and segmented stator into the production process, making the products more efficient and powerful. The application of these technologies brings an excellent driving experience to Motinova customers.Motinova is committed to strict product quality control and has adopted the Midea Group's mature and comprehensive quality control system. The products comply with EU standard EN15194-2017, and the product defect ratio is controlled below 1000ppm. All Motinova products have CE certification.

Service

There is a global after-sales service network, with the Dutch after-sales service centre already operational, covering all European customers. They have developed an independent intelligent online after-sales service platform to provide one-stop service to end-users worldwide.

With the surge in customer demand, Motinova has achieved rapid production growth, with 100% delivery reliability. By 2025, the production centre is expected to reach an annual production capacity of 600,000 mid-drive motorbikes and 600,000 hub motorbikes.

Motinova has gained the support of numerous customers in Europe and America, who focus on product performance, experience and quality. Together, they are committed to providing high-quality complete solutions for electric bikes.

Twindis takes care of

Wondering what Twindis can do for your business?

We would be happy to have a no-obligation discussion with you to see where the opportunities lie for your business and how Twindis can contribute to them.

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