Warranty
Warranty is subject to assessment from one of our fully trained mechanics, warranty lead time varies. Warranty is only for defects in the item which is from manufacturing, not due to impacts, excessive use, over inflation or other external factors. Warranty is 24 months after purchase from the original buyer with proof of purchase.
Return Postage for warranty is to be paid for by the customer once contact has been made. Package and boxes are to be sourced by the customer, we do not send out boxes and packaging for warranty return.
In the case that you are a USA customer, we require you to pay for both return postage to us, but also the cost of us returning the items back to you.
Each case is inspected individually on a case by case basis.
We have a set process of how we manage warranty cases.
The warranty is not applicable to products that have been incorrectly installed, adjusted or maintained.
The warranty is not applicable to damage to the product caused by a crash, impact, misuse or abuse of the product.
The warranty is not applicable when the product has been modified in any way or used with none market produced parts and accessories.
The warranty is not valid on wheels used for commercial purposes such as rental.
The warranty is not applicable to normal wear and tear. Particular parts are subject to degradation as a result of normal use and this damage is not covered by the warranty. These parts include (but are not limited to) bearings, nipples and braking surfaces. Please note that a spoke snapping is not covered under warranty unless it has happened within a unusually quick time period after purchasing, spokes snapping on wheels are ti be expected, especially with the condition of most of the roads in the UK.
For spoke issue please visit here.
The warranty is voided if parts and accessories have not been installed by a fully trained professional mechanic.
NOTE: When returning an item for a warranty claim, please remove all accessory items not included with your purchase or subject to the warranty claim including tires, tubes, rim tape, cassettes, skewers, computer magnets, etc. We cannot be responsible for loss or damage to accessory items returned to us. With any warranty issue it is best to contact us before returning your wheels so we can give you the best possible service.
Things to remember with warranty cases:
Unfortunately this is not a quick process, once we receive your potentially defective wheel, we have to first inspect and diagnose the problem, find the cause of the issue and then repair, replace or resolve from that point onwards. We are always going to try our best to turn cases around as quick as possible, but sometimes external factors such as stock levels or postage could cause delays. Where possible we will go above and beyond to get you back on your amazing wheelset. Now we do have the legal stuff to worry about, but also we have a set process we have to follow to cover both ourselves, but most importantly you as well.
Crash Replacement
We offer a crash replacement scheme to all our Customers, covering 3 year from date of purchase (limitations and conditions apply). We hope you don’t need this but if you have a crash, we offer a 20% crash replacement discount on all wheels and spares. Please contact us and we’ll do our very best to get you out and riding again as quickly as possible.
Limitations:
The scheme is not transferable and will only apply to original buyer.
The scheme covers one crash per wheelset.
The scheme does not cover products that we believe have been modified / misused.
The Customer is required to pay postage to and from on any replacement items sent to them
The Customer is responsible to pay customs tax/duties on replacement items sent to them and to us (should there be any).
Rider Weight Limits
Our wheels have varying rider weight limits please check the product pages for model specific information. Please include the weight of any luggage in your total rider weight when choosing the correct wheels. If a rider is close to these limits then it is advisable for an experienced bike mechanic to check the wheel regularly and to use minimum 25 mm tyres at a maximum of 100psi as this will reduce the fatigue on the wheelset. As we said above, we are cyclists ourselves and do of course go above and beyond to offer excellent service if you ever do experience any issues. We carry full spares at very reasonable prices and offer complete support.