Warranty
You bought the product that suits you best, you used it, and you notice that it no longer works or that a defect has appeared! No problem — there is a statutory warranty of conformity.
Some brands also offer a commercial warranty, which allows you to get a refund, replacement, or repair for the product purchased. It is optional (it may be free or paid) and is in addition to the mandatory statutory warranties.
We offer an after-sales service to help you check whether the product warranty is applicable, and to propose the best solution for you to enjoy your product again.
The different types of warranty
As a preamble, let us recall that there are three types of warranty: the a statutory warranty of conformity, the b statutory warranty against hidden defects, and the c commercial warranty.
a The statutory warranty of conformity applies in cases where defects can be found upon receipt of the product. The conformity defects recognised under the statutory warranty are as follows:
- if the item is unfit for the use normally expected of a similar item (for example, a product normally designed to operate wirelessly on battery must be plugged into the mains, repeated failures, missing functions...).
- if the item does not match the description given by the seller even if it works perfectly. For example, the colour does not match the model presented.
- if the item does not possess the qualities announced by the seller.
- if the item has a manufacturing defect, an imperfection, or poor assembly.
The defects may originate from:
- the item itself,
- of the packaging,
- the assembly instructions,
- the installation when it was carried out
by the seller or performed under their responsibility.
As its name suggests, the b statutory warranty against hidden defects applies to defects that were not visible at the time of purchase and that render the item unfit for its intended use, or significantly reduce its usefulness. Unlike the warranty of conformity, here it is the buyer who must prove the existence of the hidden defect.
Finally, some brands offer a ccommercial warranty in addition to the statutory warranties. In most cases, this translates into a warranty period longer than the warranty of conformity, by registering the product on the brand's website.
IN WHICH CASES CAN A WARRANTY CLAIM BE MADE?
With use of the product, malfunctions may arise. Some are related to normal wear of the product. Others are linked to inappropriate use or neglected maintenance, and therefore do not fall within the scope of the warranty.
To help you check whether the identified malfunction falls within the scope of a warranty claim, please find below the list of warranty durations and exclusions.
Warranty durations
a The warranty of conformity is set by law at 2 years, with a presumption that conformity defects pre-existed covering the entire two-year period for new goods and six months for second-hand goods.
The warranty will not apply in the event of a subsequent sale between two private individuals or two professionals.
b The warranty against hidden defects may be exercised within two years of the discovery of the defect.
c Commercial warranties are specific to each brand. You will find information relating to commercial warranty durations on our product pages, either in the "Specifications" section or in "Technical Information".
Reminder: in cases where the information is not provided, please consider that the statutory warranty of conformity of 2 years applies.
Exclusions
The legal warranty of conformity does not apply if:
- you were aware of the defect at the time of purchase.
- you could not have been unaware of the defect at the time of purchase. (For example, if the seller informed you of it.)
- if the defect results from materials that you provided or added. (For example, if you insert a non-compliant battery into your GPS.)
It also does not apply in cases of normal wear, non-compliant use of the product, mishandling, failure to follow the assembly instructions, or defects and malfunctions resulting from shocks, impacts, falls...
Below is a detailed (but non-exhaustive) list of the main exclusions:
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Replacement of consumables and wear parts
Brake pads, rim brake pads, inner tubes, tyres, grips, brake shoes, bearings, cables, cable housings, chainrings, derailleur pulleys, chains, cassettes, fork or shock seals, spokes, ratchets, rotors, braking surfaces on rims, derailleur hanger, bulbs, brake fluid...
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Non-compliant use of products
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Frame Non-compliant use, modifications, use of a pressure washer, ...
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Suspension Modifications, non-compliant disassembly, pressure, maintenance, pressure washer, accumulation of mud, dust, various debris, ...
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Drivetrain Maintenance, lubrication, cleaning, incompatible parts, ...
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Brakes Poorly performed bleeding, contamination of brake pads, rotors that are non-compliant or incompatible with the brake brand, use of a pressure washer, incompatible parts and fluids,...
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Peripherals Compliance with tightening torque, misuse, incompatible parts, ...
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Wheels Modifications, non-compliant hub disassembly, use of a pressure washer, poor maintenance of the freehub body, bearings, non-compliant spoke tension, ...
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Tyres Pressure, fitting, inappropriate conditions, ...
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Electronics Misuse of the charger or battery, ...
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Apparel Failure to follow washing instructions, ...
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Consequences related to use of the product for purposes other than its intended use (use unsuitable for the activity)
When purchasing a product, recommendations on its use are often provided in the manual or through the seller's advice. For a bicycle, it is important to check the relevant discipline in relation to your usage. For example, a cross-country bike will not be suited to intensive downhill use, so the warranty cannot cover use that is not appropriate for the product, as the bike's components are not designed for that purpose.
We indicate (when communicated by the manufacturers) product classifications according to use (mountain bikes, wheels...).
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Defects and their consequences due to intervention by the buyer, a repairer, or external sources
Repairer not approved by the brand, incorrect assembly or disassembly, falls and impacts, theft, damage resulting from fire, lightning and storms, corrosion, modifications to electronic components, addition of incompatible spare parts, use of workshop pliers directly on a carbon frame, use of maintenance products and tools not compliant with manufacturer recommendations, erased serial number, paint modifications, ...
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Damages covered by a specific mention on the product pages
We indicate installation or usage notes on specific products. It is important to follow these specific notes as they condition the correct functioning of the product and its warranty.
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Neglected and/or non-compliant maintenance
When using the product, it is advisable to maintain the equipment in order to keep it functioning optimally. In cases where maintenance is neglected or does not comply with manufacturer recommendations, the warranty will not cover defects linked to poor treatment. Periodic maintenance must therefore be carried out in order to keep the warranty.
TIP: make sure to follow the usage instructions provided by the manufacturer in the manual or on the brand's website.
How to submit a warranty claim?
Contact us by email at the following address: sav@probikeshop.com, and describe the problem you are experiencing as well as the circumstances in which it occurred, illustrating it with photos or videos. Please also remember to provide us with the order number, the invoice, and the product serial number.
Upon receipt, we will process your request and one of our technical advisers will get back to you with the conclusions of our assessment in order to:
- request additional information from you, if necessary, in order to assess your claim; or
- if the warranty claim is validated: to inform you of the product return procedure; or
- if the warranty claim is not validated: to offer you an alternative.
Reminder: the shipping and return of the product covered under warranty is, in this case, at Probikeshop's expense.
