Talk to the Experts
Need help choosing the right wheels for you?
We're here to help.
A 2 Year Craftworx Warranty comes with all 2018 Craftworx Cycling Products. This warranty covers any build faults or manufacturing defects that may become evident during normal riding. Other products like H Plus Son wheel sets are covered by the warranty for a period of one year.
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 an unintentional accident.
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:
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.
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 around.
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.
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%.
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.
Depending on the problem, we will repair or replace the product at our best discretion.
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 assess the problem and if it is faulty, we will fix or replace it. If neither of these is 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 helping our customers, this is what we are here to do.
Any spokes that need to be replaced will be charged accordingly.
All Craftworx products are covered by a 2 Year policy from the Date of Purchase. H Plus Son products are covered for 1 year.
If you are having problems, the first step is to give us a call on 0411 310 132. 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.