Please contact in all warranty cases or questions the shop where you purchased the bike first. If it's a good shop, they'll help you out directly. If they can't help or don't know what to do, contact the distributor of your country OR get them to! If even this doesn't work use the contact form to contact us.
We can only help you if you help us by including as much relevant information about your Radio Bikes bike as possible.
BEFORE YOU CONTACT US, PLEASE BE SURE TO READ ALL INFOS BELOW. THERE IS A HIGH CHANCE THAT YOU'LL FIND AN ANSWER TO YOUR QUESTIONS!
ONLY then, can we start to sort out the problem. Sending us photos (a variety) of the problem can really help (!), and your thoughts on how it might have happened or when you first noticed the problem. All these small things make our lives easier which means we have more time to effectively sort out the problem. thanks for understanding.
FAQ - Warranty
Radio Bikes warranties the replacement of original Radio Bikes products due to defects in material and/or workmanship according to the following conditions:
COMPLETEBIKES: We offer a standard 90 day warranty for defects in workmanship, backed up by a one-on-one consideration by ourselves through your distributor (only) for cases that fall outside of this period.
Warranty terms may differ form country to country. If you wanna get sure, please contact your distributor.
Labor and transportation charges are not included. This warranty is valid to the original retail purchaser only! Proof of purchase is required to validate protection under this limited warranty.
Normal wear, accident, abuse, neglect, improper assembly, improper maintenance of parts or devices not consistent with the use originally intended for the bicycle as sold are not covered by this warranty. Bending of frames, forks, handlebars is excluded in this warranty. Bending is a sign of rider abuse, crash damage or similar and therefore is not covered in this limited warranty. Claims must be through an authorized dealer/distributor. This warranty is limited to replacing the defective part and the company shall in no event be responsible for special damages or personal injury.
Notice: The user assumes the risk of any personal injuries, damage to or failure of Radio Bikes bikes and any other losses if the Radio Bikes product is used in any competitive event.
This warranty is limited to replacing the defective part without charge and the company shall in no event be responsible for consequential or special damages. This warranty is expressly in lieu of any other warranties. Any implied warranty, including any warranty of merchantability of fitness, shall be limited in duration to the duration of the express warranty set forth herein. The return of the warranty registration form within 30 days of purchase is a condition precedent to coverage as provided herein. This warranty gives you specific legal rights and you may also have other rights, which vary from country to country.
Although warranty is limited, customer satisfaction comes first. If any problems occur, feel free to contact us and we will do our best to satisfy you. As soon as you notice a problem, take immediate action. Do not delay the situation, for it will only lessen your chances on getting the problem taken care of.
GENERAL WARRANTY QUESTIONS
Have you got a lifetime warranty on your products?
Some companies are offering lifetime warranties which at first glance seem like a good alternative, but what they often fail to make clear is that they are often very easily made void through some complex un-rider orientated small print. Lifetime warranty does not equal a product that does not break and more than likely entails a long drawn out process to get a replacement if at all. We feel that our policy is more clear cut and straight than others' empty lifetime guarentee promises.
What counts as a defect in workmanship?
A defect in workmanship is any problem with a product that should have been noticed by our skilled quality control inspection prior to shipping. Problems that could fall into this category would be gaps in welds, crooked welding, missing threads, mis-alligned cable guides etc. It is in fact any part of the manufacturing process that was completed incorrectly or missed. If something bends or breaks it is not necessarily such a defect, and all such defects need to be notified within the 90 days. Ideally such problems should be found before you begin to use the new product and if you do find something wrong get in touch straight away.
I have spoken with the shop where i bought my bike and they said i should send the part to you direct?
This is not the case, and in the unlikely event that your local shop does not know how to deal with warranties they can contact the Radio Bikes distributor direct and ask. A list of all distributors and contact information is on this site under 'distributors'. If you still have no joy you may send the parcel to the distributor direct, but be sure to contact them and us beforehand - remember that if your random product arrives in a warehouse of bike parts with no name or contact infos...it will go into long term unmarked storage and maybe lost. Label everything clearly and include all relevant information. In sending your product you accept all risk for problems during transit and should consider the issue of insurance carefully.
An exception to this might occur if your product is outside the usual 90 day warranty period. It could be your shop is not open to discussion about dealing with warranties that occur after the 90 days, this is understandable, they are also very busy and may not have the means to assess the product properly. In these cases talk to them and ask if they will at least talk with the distributor (point them here if they're unsure), it is important for the scene that riders have good contact with and use their local dealer. If you are still drawing a blank....and have read the rest of this page talk to us over our contact form.
I ordered my bike in another country by mailorder. What do I have to do if I have a problem?
All warranties are dealt with through the shop where you bought the item and the distributors. We are happy to talk with you about any questions you have or if you just want to go over things with us but your replacements will be usually sent out from wherever you are.
Mailorder purchases made abroad will need to be returned to wherever you bought them and that country will handle any replacements!
Do i require a proof of purchase, what is that exactly?
Yes you will require proof of purchase. The original sales reciept or invoice is considered proof or purchase for the warranty. Without this information we cannot be certain that you're the original owner and this can void your warranty. If you do not have it... talk to us, we will consider things one on one and do what we think fair... such rules are only to prevent some from taking advantage of our good will.
TECHNICAL WARRANTY QUESTIONS
If I machine my dropouts from 10mm (3/8") to 14mm, will this void my warranty?
As long as you do a good job and nothing happens to the frame or the dropouts, the warranty still stands.
I cut down my handlebars will I void my warranty?
As long as you do a good job and nothing happens to the tubes (other than the fact that you just cut them), the warranty still stands. The same goes for your fork steerer tube, just remember about the threads.
I have bent my bars, does that count as warranty or not?
No. Any handlebar will bend if you crash hard enough or throw your bike far enough. If you think that there is a manufacturer failure at fault then get in touch with your dealer or distributor. Bars are usually the first item to get damaged if you bail or crash anything, the forces involved are often much greater than they might appear and you should be aware of that when asking about warranty.
I have stripped the threads on my stem, can you warranty it?
No. Stripped or stretched threads and pinched stems do not count as warranty. Such problems are more to do with incorrect installation or over tightening than product failure. To help avoid such problems we recommend that you grease all bolts and use only sufficient force to keep things tight; using an extention or overkill on tightening is not required and will lead almost certainly to product failure.