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Warranty

What's Covered

A 2 Year Craftworx Warranty comes with all Craftworx Cycling Products. This warranty covers any build faults or manufacturing defects that may become evident during normal riding.

Nipples and spokes will only be covered under warranty if there is evidence of an unusual amount of breakages or failures that wouldn't usually occur under the products recommended riding conditions.

A benefit to Craftworx wheels is that your warranty entitles you to our Crash Replacement Program. Although this process isn't completely free, you benefit from a significant cost reduction if ever you have a unintentional accident.


What's Not Covered

This warranty does not cover any products that are deemed consumable, this includes Brake Pads, Bar Tape, Rim Tapes and in most cases, Nipples and spokes.

Products will not be covered under warranty if it has been used outside recommended riding conditions and damage has occurred by rider error, such situations include:

  • Bicycle crashes (both self and situation inflicted)
  • Riding with an incorrect tyre pressure
  • Exceeding recommended rider weight
  • Used in conditions not recommended for the product
  • Damage impact inflicted from a roof rack mounted bike into an overhead obstruction

Note - Ensure you always use the correct Brake Pads for your Wheels, damage caused by the use of incorrect Brake Pads will not be covered. If you are unsure what Brake Pads to use, contact us, we're more than happy to help.


What We Do

We care about our customers and the performance of our products. If you are having an issue with any Craftworx product we want to know about it! 

It is always a good idea to call us first so we can get an understanding of what the problem is and what we need to do to help you. Some things are easily sorted out over the phone and talking about it first could save you a lot of unnecessary time off the bike.

Once your wheels arrive at our Workshop, they are added to our priority queue. Warranty assessments have a process and we take the time to check and assess your wheels thoroughly before we act to ensure the issue is resolved first time round.

Once we have a resolution, we will contact you and talk you through it.

This process takes time, so please be patient and understanding, we are here to help you.


Warranty Expected Turnaround Time

Estimated warranty claim turn around time can take from 2 - 4 Weeks depending on the circumstance of the claim and the current stock levels on hand.

Although Craftworx  endeavours to get your Wheels back to you as soon as possible, keep in mind there are processes we take to check and access each product. These procedures help us to improve our products in the future and ensure we get your issue resolved 100%.


Warranty Costs

All approved warranty claims include free of charge exchange and labour for faulty wheel rebuilds. When making your claim, you must pay for the return of the product to our warehouse. If the Warranty claim is approved, we will return the product to you free of charge. If the claim is declined, return and/or repair of goods is at your expense.

Replace or Repair

Depending on the problem, we will repair or replace the product at our best discretion.

Refunds

We understand that your bike is important to you and sometimes things can get the better of us. Getting upset or being unhappy does not automatically entitle you to a refund. We will asses the problem and if it is faulty, we will fix or replace it. If neither of these are possible, we will talk to you about your options.

If you have a problem, we are here to help you and get it sorted in the shortest possible time frame.

Fixing issues is all about doing the right thing and and helping our customers, this is what we are here to do.

Any spokes that need to be replaced will be charged accordingly.


The Warranty Process

All Craftworx products are covered by a 2 Year policy from the Date of Purchase.

If you are having problems, the first step is to give us a call on (07) 3285 3858. If this isn't convenient, send a message from our Contact Us page briefly telling us what the problem is and we will contact you ASAP.

Note : Please don't send anything back to us without first contacting us as we will not know who you are or what to do with it!

All customers are responsible for shipping costs on return to our warehouse.

If you live locally, you are more than welcome to drop the product off.

 

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