Warranty Procedures and Delivery Problems
Delivery Notes & Guidance:
Once your bike is delivered, we highly recommend taking photos of the outside of the box and its general condition while it is still sealed, especially of any areas of the box that may appear to be damaged or dented. You should also retain all items of packaging for as long as you may need to return the bike.
You can find more guidance on assembling your bike here and we recommend you have it built by a professional, but it is critically important that you take extreme care when unpacking the bike and all parts. Do not ever use any sharp instrument or any tool/item to open the packaging that could pass through any protection and scratch or otherwise damage the bike. It is vital that you take extreme care when unpacking the bike and all parts. This means you must also be very careful when removing any wheel(s), handlebars or other items that could potentially scratch/scrape or otherwise damage your bike and its frame/paintwork. We review all cases of claimed damage carefully and we cannot accept liability where you have accidentally damaged your bike when unpacking or assembling it.
Warranty
Most bikes are covered by a 12 month warranty or longer, you should check with the manufacturer for specific details on length and coverage. Many exclusions will apply.
We sincerely hope you don't need warranty help but we're here to support and advise you in the case that you do have any issues.
EXCLUSIONS AND ISSUES WE DO NOT COVER
When you make a purchase from us, you agree to our Terms & Conditions of Purchase which list many warranty exclusions. Your statutory rights are not affected.
Below are just a few examples of issues we do not accept warranty enquiries on as they are generally considered improper use or fair wear and tear;
- Scratches and/or other cosmetic imperfections/damage not reported within 24 hours of delivery OR not reported before any usage.
- Damage or failure to pedal or crank arms - this is always due to incorrect fitting or maintenance and we don't accept claims for it.
- Snapped/broken chains or derailleurs
- Gear adjustment issues such as slipping or other issues including rubbing brakes or loose spokes that are not reported within 24 hours of the first ride usage
- Wheels becoming untrue/faulty after first ride usage
- Issues arising due to improper storage and/or lack of maintenance
- Many other examples also exist and their lack of inclusion does not grant any automatic right to coverage
Required Information & Reporting Issues
If your bike is under 30 Days Old please make your first point of call the the shop/service you used to have your bike built - they need to be able to review any issue first.
You can create a support ticket from your order status page or customer account page, found in your confirmation e-mail (see guidance images below if you cannot find this). This is the only way to request support, you must do this to make a claim or report an issue.
You should also have the following ready to upload with the support ticket;
- Two clear photos of the bike, one from each side showing the entire bike in the frame so the full bike is visible from both sides
- Any other photos/videos of a component or something relevant to the issue
- A description of the problem and as much detail as possible, including the frame number or serial number
Our workshop will review your ticket, usually within 3 - 5 working days, and get back to you with further information.
No charges made by a third party will be accepted by us unless fully authorised beforehand.
No compensation nor other costs will ever be accepted relating to any warranty issue or failure - this would need to be taken up directly by you with the manufacturer.
How to open a Support Ticket
Find your original e-mail confirmation or log into your Shopify account if you created one. The link in the email is shown in the example below;
When we reply, you will get an e-mail to notify you! You should refer back to the ticket in your account to add more comments or uploads.
