I can say that tomtop has been the worst customer experience of my life. I ordered an e-bike from tomtop and they delivered a scooter instead. It's worth noting that they say on the website that it takes them 24 hours to dispatch orders - in my case it took them a week (only for the product to leave their warehouse). Then we had a very long and unconstructive dialog (roughly 30 emails) as to how it should return the wrong item to them. So, I had to arrange a return. The courier cost was only (!!!) partially refunded. Altogether it took them more than a month to deliver an e-bike. The trouble caused by their mistake was no how (!!!) compensated to me. So, finally, I got the bike and (1) realized that they had sent me the wrong item again (a slightly different model, which was a LESS expensive one) and (2) in roughly a month the bike got out of order. The difference (between the model I ordered and the one I received finally) was no how compensated to me, BTW. They also refused to exchange the bike and according to their advice I had to take it to a repair shop nearby myself, where I was told the problem was the battery. Once again, tomtop was not willing to cover the cost of this diagnostic. Even though the bike was on guarantee - they (tomtop) refused to replace the battery or to compensate the cost in case I would have to buy it myself. So far altogether I have exchanged with them more than 60 emails (no way to call them) and it has been all in vain. So, to sum it up - the guarantee is fake, the service is awful. So, my advice is never order anything from tomtop.