Bicycle Consumer Guarantee
Please contact Bikes Online After Sales Service via our online portal for all consumer guarantee and product support requests.
These terms and conditions apply to consumer guarantee of only Bicycles purchased from www.bikesonline.com. For general consumer guarantee information regarding All Other Items purchased from www.bikesonline.com, excluding Bicycles, please refer to the Consumer Guarantee Policy - Parts, Accessories & Apparel.
In the case of complete Bicycles, each of the individual components themselves are covered by the respective manufacturer's consumer guarantee policy. Bikes Online as the retailer, does not offer any additional product consumer guaranties outside that of the manufacturer. We do however act as the conduit between the customer and the product manufacturer (or their representative).
When a consumer guarantee case is processed, the removal, assembly and tuning requirements of any components is borne by the customer making the claim.
When necessary, the freight costs are split between the parties involved. The customer pays for the component to be returned, Bikes Online pays for the component to be sent to the manufacturer, and the manufacturer sends the component back to the customer.
The costs/inconvenience caused by the loss of use of the bicycle/product is not covered whilst the consumer guarantee process takes place.
Generally, it is only the original purchaser of the goods that is covered by the consumer guarantee . However, check the manufacturer’s consumer guarantee policy first.
If you feel your product has developed a fault, please contact us first as we might be able to assess the issue without having the product sent back.
If the product/component needs to be returned, it must be clean and package appropriately for transit.
To contact us for consumer guarantee claims, only email correspondence is accepted - this is to ensure all claims are accurately logged. You can email our consumer guarantee department directly here
This policy does not affect your statutory rights.