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Warranty

Warranty

Wheelerz has been supplying bikes to happy customers in the Netherlands and Belgium since 2015. Every bike comes with a 2-year warranty. Read more about our warranty guidelines, our procedure and the maintenance your bike needs to keep the warranty valid.

Warranty guidelines

The terms and conditions used by Wheelerz are a minimum and apply without prejudice to the statutory rules on warranty and conformity. Statutory warranty means that a product must do what you can reasonably expect of it.

Wheelerz gives a 2-year warranty on every bike. This warranty only applies if you maintain your bike properly according to our guidelines. Wear of parts resulting from use of the bike is never covered. Our bike specialists assess whether a repair is covered by the warranty or at your own expense. The warranty guidelines for a bike bought at Wheelerz are:

  • The bike must have been properly maintained. Every bike needs regular servicing. Good maintenance helps you avoid unnecessarily high repair costs caused by poor or no maintenance.
  • By ‘properly maintained’ we mean that, as the owner, you have the bike serviced by a bike specialist first three months after purchase and then at least once a year, and that you can show proof of this when making a warranty claim. 
  • Repairs carried out by third parties void the Wheelerz warranty on the repaired parts. 
  • Wear parts (such as tyres, brake cables, brake pads, gear cables etc.) are not covered by the warranty. Here Wheelerz follows the warranty terms set by our manufacturers. If you suspect a manufacturing defect, you can send in the bike for a warranty assessment. Please note: your invoice is also your proof of warranty.
  • Front and rear racks also have a 2-year warranty, provided they have not been overloaded. The maximum load is 10 kg for a front carrier and 25 kg for a rear rack.
  • The warranty is void in the following cases: incorrect or careless use of the bike, technical repairs not carried out professionally, incorrect assembly/adjustment of parts, failure to replace parts in time, the bike was involved in an accident, insufficient maintenance and/or cleaning of the bike, and weather effects such as normal weathering of paint, corrosion or chrome rust.
  • The warranty periods and manufacturer's warranty mentioned on the website are a seller's warranty offered by Wheelerz; this does not affect your statutory warranty.

How the additional Wheelerz warranty works

Proof of purchase: The 2-year warranty period on your bike starts at the moment of purchase. The date on your order is the purchase date. Keep your order (number) safe; you will need it if you want to make a warranty claim.

Assessing a warranty claim: Wheelerz has a technical team of expert bike specialists who assess your warranty claim. They decide whether the repair is covered by the warranty or whether the costs are for your account. 

Pick-up and return service: Wheelerz offers a pick-up and return service if you cannot bring your bike to one of our stores for repair yourself. To use it, contact our customer service, who will arrange a pick-up with you. The costs are:

Netherlands

  • Regular bike € 36.50
  • Electric bike € 44.50
  • Electric cargo bike € 69.50

Belgium

  • Regular bike € 54.50
  • Electric bike € 66.50
  • Electric cargo bike € 99.50

If you make a claim under the statutory warranty and it proves justified, all costs will be reimbursed. All statutory warranty claims are assessed and handled by our customer service.

In all cases, contact our customer service, preferably by email, and we will be happy to help. Always include your Wheelerz order number with your complaint so we can help you as quickly as possible. Please send a photo and/or short video of the problem, so we can assess straight away whether it is a warranty case. Either way, we are happy to think along with you to find the best possible solution.

Servicing your bike

Every bike needs servicing to stay enjoyable for years. Wheelerz recommends regular maintenance: the first service after 500 km or no later than three months after purchase, then every 1,000 km or at least once a year. This is required to keep the 2-year warranty valid.