Warranty
You've bought the product that suits you best, you've used it and you notice that it no longer works or that a defect has appeared! No problem, there's a statutory guarantee of conformity.
Some brands also offer a commercial warranty, which allows you to have the purchased product refunded, replaced or repaired. This is optional (it may be free of charge or subject to a charge) and is in addition to the mandatory legal warranties.
We offer an after-sales service to help you check whether the product warranty is applicable, and to suggest the best solution for you to enjoy your product again.
The different types of warranty
As a preamble, there are three types of warranty: a legal warranty of conformity, b legal warranty of hidden defects, and c commercial warranty.
a The legal warranty of conformity applies in cases where, upon receipt of the product, defects can be detected. Defects of conformity recognized under the legal warranty are as follows:
- if the product is unfit for the use normally expected of a similar product (e.g., a product normally intended for cordless battery operation must be plugged into the mains, repeated breakdowns, missing functions, etc.).
- if the product does not correspond to the description given by the seller, even if it functions perfectly. For example, the color does not match the model presented.
- if the goods do not possess the qualities advertised by the seller.
- if the item has a manufacturing defect, imperfection or poor assembly.
Defects may arise from:
- the item itself,
- the packaging,
- the assembly instructions,
- the installation when this has been carried out
by the seller or under his supervision. liability.
As its name suggests, thelegal warranty for hidden defects applies to defects that are not apparent at the time of purchase, making the product unfit for its intended use, or greatly diminishing its usefulness. Unlike the conformity warranty, in this case it's up to the buyer to prove the existence of the hidden defect.
Finally, some brands offer acommercial warranty in addition to the legal warranty. Most of the time, this translates into a warranty period longer than the conformity warranty, by registering the product on the brand's website.
WHEN IS THE WARRANTY VALID?
Malfunctions may occur as the product is used. Some are due to normal wear and tear. Others are linked to inappropriate use or neglected maintenance, and are therefore not covered by the warranty.
To help you check whether the identified malfunction falls within the scope of a warranty claim, please find below a list of warranty periods and exclusions.
Warranty periods
a The warranty of conformity is set by law at 2 years, with a presumption of anteriority of defects of conformity covering the whole of this period of two years 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 for hidden defects can be exercised within two years of the discovery of the defect.
c Commercial warranties are specific to each brand. You will find information on the duration of commercial warranties on our product data sheets, either in the "Specifications" section or in the "Technical information" section.
Reminder: if this information is not provided, please assume that the 2-year legal warranty of conformity 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 the defect).
- if the defect results from materials supplied or added by you. (For example, if you put a non-conforming battery in your GPS).
Nor does it apply in the event of normal wear and tear, improper use of the product, mishandling, failure to follow assembly instructions, defects or malfunctions resulting from shocks, impacts, falls, etc.
Below is a detailed (but not exhaustive) list of the main exclusions:
- Replacement of consumables and wear parts
Pads, brake pads, tubes, tires, grips, brake pads, bearings, cables, sheaths, chainrings, rollers, chains, cassettes, fork seals or shock absorbers, spokes, pawls, discs, braking surfaces on rims, derailleur hanger, bulbs, brake fluid...
- Improper use of products
-
Frame Improper use, modifications, use of a high-pressure cleaner, etc.
-
Suspensions Modifications, improper disassembly, pressure, maintenance, high-pressure cleaning, accumulation of mud, dust, debris, etc.
-
Transmission Maintenance, lubrication, cleaning, non-compatible parts, ...
-
Brakes Incorrect bleeding, brake pad contamination, non-conforming discs, ... not compatible with the brake brand, use of a high-pressure cleaner, non-compatible parts and oils, etc.
-
Peripherals Compliance with tightening torque, incorrect use, non-compatible parts, ...
-
Wheels Modifications, improper hub removal, use of high-pressure cleaner, improper maintenance of freewheel body, improper bearings, spoke tension, ...
-
Tires Pressure, mounting, unsuitable conditions, ...
-
Electronics Misuse of charger or battery, ...
-
Textiles Non-compliance with washing instructions, ...
-
- Consequences of improper use of the product (use not suited to the intended purpose)
When a product is purchased, recommendations for use are often given in the manual or in the salesperson's advice. On a bicycle, it's important to check the type of riding you'll be using it for. For example, a cross-country bike will not be suitable for intensive downhill use, so the warranty cannot cover use not adapted to the product, as the bike's components are not designed for this purpose.
We indicate product classifications by use (mountain bikes, wheels, etc.) when manufacturers provide them.
- Defects and their consequences due to intervention by the purchaser, a repairer or external sources
Repairer not authorized 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 non-compatible spare parts, use of workshop pliers directly on the carbon frame, use of maintenance products and tools not conforming to manufacturer's recommendations, erased serial number, paint modifications, etc.
- Damage specifically mentioned on product data sheets
We indicate on specific products installation or usage mentions. It is important to comply with these instructions, as they affect the correct operation of the product and its warranty.
- Neglected and/or improper maintenance
When using the product, it is advisable to maintain the equipment in order to keep it working at its best. If maintenance is neglected or does not comply with the manufacturer's recommendations, the warranty will not cover any defects resulting from improper treatment. Periodic maintenance is therefore essential to maintain your warranty.
TIP: be sure to follow the manufacturer's instructions for use in the manual or on the brand's website.
How do I make a warranty claim?
Contact us by e-mail at sav@probikeshop.com, and describe the problem you're experiencing and the circumstances in which it occurred, illustrating it with photos or videos. Don't forget to include your order number, invoice and product serial number.
Upon receipt, we will process your request and one of our technical advisors will get back to you with the conclusions of our expertise in order to:
- ask you for additional information, if necessary, in order to be able to study your request; or
- if the warranty claim is validated: inform you about the procedure for returning the product; or
- if the warranty claim is not validated: offer you an alternative solution. alternative.
Reminder: in this case, Probikeshop is responsible for shipping and returning the product under warranty.
