CONSUMER GUARANTEE

What qualifies for consumer guarantee?

A lot of what defines the consumer guarantee of your specific purchase from Bikes Online24 depends upon the product’s intended use.

Parts, accessories, and apparel are only to be used for their intended purpose, and their wear and tear throughout their lifetime is not counted as part of the consumer guarantee. If these products are subjected to harsh or abrasive conditions or events, such as falling, crashing, and over-stressing, with the product being used outside of its intended design parameters, premature wear or failure can occur, and the consumer guarantee is no longer applicable.

For bicycles, we separate them into classes to help define their correct purpose. No one bicycle is suited for all purposes, so that's why we have our excellent team of customer service agents to make sure the rider is on the right bicycle. Choosing the wrong type of bicycle for your use scenario can be hazardous, not just for the bicycle but also for the rider.

We have 6 classes of bicycles, each serving a different type of rider and best-use scenario. If you require further details about what classes your bike fits into, please contact our customer service teams.

Reasons for consumer guarantee denial for all classes of bicycles: 

  • Bicycles are used in rental, commercial operations, or competition.

  • Bicycles that have suffered neglect, misuse, or improper handling.

  • Acts of God resulting in damage or future issues.

  • General “wear and tear” is not covered under the consumer guarantee of the bicycles. This is related to proper maintenance, as outlined in the manual. Examples of wear-and-tear items are grips, bar tape, saddles, tyres, inner tubes, bearings and bushings, spokes, chains, brakes, cables, and gear sprockets in situations where there are no assembly or material defects.

  • Continuing to ride the bicycle with obvious or known issues causing further deterioration will result in consumer guarantee denial. 

  • Bicycles should be serviced and maintained by a qualified professional mechanic according to acceptable service intervals. Any improper modification or maintenance performed by a qualified professional mechanic resulting in issues will result in consumer guarantee denial.

  • Modifications to the original specifications of the bicycle will mean the bicycle’s original consumer guarantee no longer covers anything affected by those modifications.

  • Rust, paint finish, and decal damage are not covered if they result from taking part in competitions, jumping downhill, and/or training for such activities or events, or as a result of exposing the bike to or riding the bike in severe conditions or climates.

Each class below illustrates the correct use for the various classifications of bicycles.

Class 1: bicycles that are designated for children or rigid city bikes. These include 12"–16” and 20” kids bikes (including entry-level BMX).

  • Riding the bicycle on regular paved roads, designated bicycle routes, and gravel roads.

  • The wheels need to remain in contact with the ground at all times.

  • Respect reasonable rider weights for children's bicycles.

  • Children's bikes are not designed for speeds above 15 km/hour.

Class 2: Bicycles that are designated as road racing bicycles, pavement bicycles, city bicycles w/suspension and leisure-oriented bikes without suspension.

  • Riding the bicycle on regular paved roads, designated bicycle routes, and well-maintained gravel roads.

  • The wheels need to remain in contact with the ground at all times.

  • The bicycle can be ridden at a moderate or high speed.

  • Despite some bikes having suspension features, these are not meant for jumps or off-road capability, but they are designed to add comfort.

Class 3: Bicycles that are designated as gravel, touring bikes, hybrid or dual sports bikes that are equipped with some suspension, 24 mountain bikes with suspension and mountain bikes for adult riders equipped with suspension and with open drop-outs (quick release axles) in one or both ends. 

  • Riding of the bicycle on regular tarmac, bicycle-designed routes, gravel roads, and paved and non-paved hiking trails (with several roots, rocks, and small drops) where small loss of tire contact with the ground may occur.

  • Wheels have constant contact with the ground surface or remain “in-control” when riding on loose terrain.

  • Not intended for jumps, stunts, or drops.

Class 4: Bicycles that are known as cross-country or trail bikes. With dual suspension travel up to 140mm and thru axles front and rear,. 

  • Riding the bicycle is suitable for all terrain listed in Class 3 as well as rougher unpaved terrain, such as maintained XC trails.

  • Suitable for riding jumps and drops with an intended height of no more than 1m.

Class 5: Bicycles that are known as all-mountain or Enduro dual suspension bikes are designed for trail and uphill riding. suspension travel between 140 and 180mm on the front and rear. Keep in mind that the components on these bicycles are designed to be more rugged than those on XC or trail bikes but are not designed for downhill or freeride-style riding.

  • Riding the bicycle is suitable for all terrain listed in Class 4, as well as very rough, technical, and rocky terrain.

  • Jumps and drops are intended to be less than 2 meters in maximum height.

  • Due to being designed for more taxing terrain, regular cleaning, lubrication, and maintenance are required.

  • It is recommended that after each riding session, a thorough inspection of the bike be done.

Class 6: Bicycles that are known as gravity with the maximum amount of travel available (150+mm) or be a stunting bike designed for competition slopestyle or BMX. These bikes are best suited to the most challenging terrain, which is the most demanding for a bicycle.

  • Riding a bicycle is suitable for all terrain listed in Class 5, as well as extreme jumping or “gravity” style trails. The terms of “gravity” style trails are often changing but it is understood that these are the most challenging styles of trails.

  • The type of terrain these bicycles are designed for can be unpredictable, dangerous, and impart abnormal forces to the bicycle and the rider. So it is important to respect general reasons for the denial of consumer guarantees as well as personal safety.

  • Due to the heavy intended use scenarios, these types of bicycles face inspections after every ride, which is necessary to catch any issues at their earliest stage. Do not continue to ride if an issue is discovered; get it looked at by a qualified professional mechanic.

  • Cleaning after every riding session will make sure you get the longest life out of your bicycle and its components. This is also a good chance to find issues before they turn catastrophic.

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 the consumer guarantee of only bicycles purchased from www.bikesonline.com. For general consumer guarantee information regarding all other items purchased from www.bikesonline24.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 is covered by the respective manufacturer's consumer guarantee policy. Bikes Online, as the retailer, does not offer any additional product consumer guarantees outside those 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 are 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 are not covered while 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 packaged 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.

Parts And Accessories 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 standard consumer guarantees of products purchased from www.bikesonline24.com, excluding bicycles. For consumer guarantee information regarding bicycles, please refer to the Bicycles Consumer Guarantee policy.

In the event that you have a consumer guarantee claim in respect of a product delivered within the US, you will be asked to return the relevant product to the Bikes Online warehouse.

These Terms and Conditions constitute a contract between the customer (you) and Bikes Online Inc.

It is important to note that Bikes Online supplies and supports all consumer guarantees relating to products that are noted as being offered and supplied by Bikes Online.

Please note that you must keep your original product packaging in order to be eligible for our pick-up service. In the event that you do not have the original packaging, you will bear the responsibility for safely packaging your product for transport and Bikes Online accepts no liability for any damage that may occur in transit.

Bikes Online provides the consumer guarantees and product support set out in these Terms and Conditions in relation to products offered and supplied by Bikes Online from the website.

The consumer guarantees and product support set out in these Terms and Conditions are provided by Bikes Online, irrespective of:

  1. the identity of the manufacturer of the Product;
  2. whether or not the manufacturer has provided its own consumer guarantees or product support in relation to the Product.

For the avoidance of doubt:

  1. We make no representations or consumer guarantees in relation to the existence, non-existence, validity, availability, terms or conditions of any other consumer guarantees or product support that may or may not be offered or provided by the manufacturer of the Product; and
  2. Our goods come with guarantees that cannot be excluded under Consumer Law. The consumer guarantees and product support that we offer and provide pursuant to our Terms and Conditions are in addition to the consumer consumer guarantees and guarantees under Consumer Law.

Consumer Guarantee Terms

  1. Subject to the terms and conditions set out below, Bikes Online agrees to repair or replace the Product or which it supplied to you at its own cost in circumstances where the Product does not perform in accordance with Bikes Online's specifications during the Standard Consumer Guarantee period of 12 months.
  2. The benefits provided to you by this contractual product consumer guarantee are in addition to other rights and remedies available to you under the law.
  3. Proof of purchase (invoice or paid order confirmation) must be provided when requesting service under the Standard or Extended Consumer Guarantees.
  4. Bikes Online requires any customer requesting service under the Standard Consumer Guaranties to comply with directions from Bikes Online staff in relation to troubleshooting any issue and facilitating any repair or replacement under these Consumer Guarantee Terms and Conditions.
  5. Where products are already faulty or damaged upon delivery, photographic evidence of the damage must be submitted to Bikes Online After Sales Service via email here before the product will be repaired or replaced in accordance with these terms.
  6. Bikes Online reserves the right to repair or replace the product or relevant part with the same or equivalent product or part, rather than repair it. Where a replacement is provided, Bikes Online reserves the right to replace the product or relevant part with the same or equivalent product or part, rather than repair it. Where a replacement is provided, Bikes Online will determine, in its discretion, the closest product within the current range of products offered by Bikes Online with which to replace the faulty or damaged product. The replacement product may differ from the original product in size and specifications at the reasonable discretion of Bikes Online. Bikes Online may replace parts with refurbished parts. Replacement of the product or a part under the Standard Consumer Guarantee or Extended Consumer Guarantee does not extend or restart the Standard Consumer Guarantee or Extended Consumer Guarantee period.
    • If Bikes Online24 is unable to repair or replace the product, the customer will be provided with credit for Bikes Online24's store or may be refunded the price of the product (at Bikes Online24's election). This credit or refund will be for the amount of the purchase price of the product, excluding the associated delivery cost.
  7. In the event that a replacement, refund, or store credit is provided as per Section 6, the faulty item will become the property of Bikes Online24.
  8. Where Bikes Online24 authorizes consumer guarantee service of a product, Bikes Online24 will arrange for our authorized courier to pick up the product during business hours (between 9am and 5pm, Monday and Friday) and deliver it to the Bikes Online24 warehouse or an authorized service center, provided that the product is safely and securely packaged for safe transport. In this situation, Bikes Online24 will cover the cost of transporting the serviced product to and from the customer. Alternately, the customer may post the product as directed by Bikes Online24 if Bikes Online24 specifically authorizes the customer in writing to do so, in which case Bikes Online24 will refund the customer the cost of the postage on provision of a scanned copy of the postage receipt. Where the customer is located outside US, Bikes Online24 may require that the Product be sent to US, as directed by Bikes Online24.
    The Customer is responsible for inspecting all goods received from Bikes Online24 upon arrival. In instances where goods have been damaged in transit, the Customer must report this to Bikes Online24 within 3 days of receipt of the product. Failure to report physical damage on arrival within 3 days of receipt may result in denial of consumer guarantee for physical damage.
  9. Bikes Online24 reserves the right to determine which authorized service center (including Bikes Online24's internal after-sales service facility) is the appropriate service location in any particular circumstance.
  10. The Product will be at the Customer's risk while in transit to and from the Bikes Online24 warehouse or Bikes Online24 Authorized Service center.
  11. Bikes Online24 may seek reimbursement of any costs incurred by Us where the Product is found to be in good working order or when it has been determined that the Standard Consumer Guarantee not apply as per section 17.
  12. Bikes Online24 reserves reasonable discretion to determine whether any Product is or is not performing in accordance with Bikes Online24's specifications, subject to applicable law.
  13. The Standard Consumer guarantees are NOT transferable to a new owner of a Product originally purchased from www.bikesonline24.com.
  14. To the full extent permitted by law, the Standard Consumer Guarantee will not apply in respect of a Product:
    • If the Product has not been installed, operated, maintained or used in accordance with the manufacturer's instructions or specifications provided with the Product;
    • If over tightening of bolts or pedals results in stripping of the threads,
    • If from normal degradation caused by frequent use, such as a degraded brake shoe, deflated tire, etc
    • If the factory-applied serial number has been altered or removed from the product,
    • Which has suffered damage, malfunction or failure resulting from alterations, any alterations (hardware or software), accident, misuse, abuse, fire, liquid spillage, mis-adjustment of customer controls, use on an incorrect voltage, power surges and dips, thunderstorm activity, force majeure, tampering or unauthorized repairs by any persons, use of defective or incompatible parts or accessories, exposure to abnormally corrosive conditions or entry by any foreign object in the Product;
    • To damage arising during transportation, installation or while moving the Product, or to any transportation costs of the Product or any parts thereof to and from the Customer, unless otherwise specified in these Consumer Guarantee Terms and Conditions;
    • To any failure, to the extent that the failure is not a failure of the Product to perform in accordance with its specifications;
    • Used in commercial capacity, such as rentals
    • Used in competition
    • replacement or repair of any consumables, or lost parts or accessories;
    • To service of any product whilst it is outside of US.
  15. To the full extent permitted by law:
    • Bikes Online's aggregate liability in respect of all claims under the Standard Consumer Guarantee shall not exceed the original purchase price of the Product or, at Bikes Online24's option, replacement of the Product with a like or similar Product.
    • Bikes Online24 excludes all other consumer guarantees, conditions, terms, representations and undertakings, whether express or implied.
  16. Insofar as they apply to consumer guarantees relating to Bikes Online24 Products supplied by Bikes Online24, these Standard and Consumer Guarantee Terms and Conditions are governed by and must be construed according to the law of the State of California, United States of America and the parties submit to the jurisdiction of the courts in that State.
  17. Our goods come with guarantees that cannot be excluded under Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.

Bikes Online24 can be contacted by telephone at 1-650-272-3778 or via email here

Post Sale Guarantee

At BikesOnline24, we are committed to providing you with the best possible prices. Shop with peace of mind knowing that if the product that you purchased goes through a price reduction within 30 days of delivery, we will issue the difference in store credit.

Lowest Black Friday Price Guarantee

Skip the Black Friday anxiety and get the lowest price now—guaranteed!

Enjoy the best price on bikes, parts and accessories from now until December 3rd, 2023, with our price guarantee.

This offer is applicable to purchases made between October 16th and 3rd.

In the event that the price of the item you purchased falls below the amount you paid on or between these dates, kindly reach out to us. We will promptly issue a refund for the difference in the form of store credit.

How do I apply for the post-sale Sale Guarantee?

If the prices are reduced by BikesOnline24, please submit a request from our Help Center within  days of delivery. Our team will process the store credit and notify you once the funds are available in your BikesOnline24 account.

What are the terms & conditions?

  • The item must be of the same make, model, size, and color.

  • The item must be in stock at the time of verification.

  • Applies to advertised prices at BikesOnline24.

  • Valid for 30 days from the date of delivery.

  • Not valid on offers that include bonuses, coupons, discount codes, cashback offers, or on pricing errors.

  • Store credit cannot be converted to cash.

What proof do I present when requesting a store credit?

Just “Submit a Request” from our contact us page providing all requested information, including your order number (invoice number), and our team will take care of the rest. You will be notified once the credits are available in your account.

Crash Replacement Program

As bike riders, we can all agree that accidents happen, and as much as we would love to avoid it, sometimes they are inevitable. With that comes the risk of damaging your beloved bike, and we know how hard that can hit a passionate rider.

For that reason, BikesOnline24 is bringing in the BO Crash Replacement Program, so that even when the worst happens (and you are left with a broken bike), we will be there to help you get back on the saddle as quickly as possible, with a significant discount to sweeten things up.

To be eligible to the BO Crash Replacement Program, you must:

  • Be the original owner of a BikesOnline24 bike
  • I have owned the bike for less than 3 years (from date of purchase)
  • Be at fault for the accident (damage caused by a third party is not covered)
  • Have caused irreparable structural damage to the bike frame

 

How it works:

  • Contact our Customer Service team through our Contact Us portal
  • Provide proof of purchase of the bicycle
  • Provide a detailed explanation of the accident and a visual report of the state of the bike, where structural damage can be detected
  • The discount code is valid for the same or equivalent model of bike or frame, subject to availability; our team will present you the options depending on your case
  • Once all information is checked, you will be issued a 10% discount for complete bikes and a 30% discount for frames
  • Discounts are to be applied to the full retail price

Please note that BikesOnline24 reserves the right to deny the crash replacement request if we establish that the damage was caused intentionally, by a third party or that it is only cosmetic damage. This program is only applicable to BikesOnline24 customers.

Service Advice and Cost

The frequency with which you should get your bike serviced will vary depending on the frequency with which you ride it. However, if you spend loads of time apart from your rig (like over a year or so), it does not mean it won’t require any attention throughout this entire period.

In other words, to ensure your bike is running smoothly on your next ride, there are a few things you should consider when it comes to servicing, regardless of the frequency with which you get on the saddle.

As a general rule of thumb, we like to recommend having your bike serviced at least once every six months and logically decreasing the service intervals the more frequently you ride it.


MINIMAL MAINTENANCE REQUIREMENTS

A clean bike is a happy bike, and it is also a fast bike. Even if you’re spending some time apart from your bicycle, we strongly recommend keeping it clean and lubricated during it’s resting period.

If that’s your case, we’ve put together some step-by-step guides for simple procedures that can go a long way without the need to open the wallet. Things like Cleaning your Bike or Cleaning & Maintaining your Drivetrain should be kept in mind, as should tire Tyre Pressures and Periodical Maintenance procedures.


CASUAL RIDER

If you ride your bike every once in a while, like every other week or monthly, we would recommend getting your bike checked by a professional mechanic at least once every 6 months.

You may refer to this articles:

  • Cleaning your Bike

  • Cleaning & Maintaining your Drivetrain


WEEKEND RIDER

If you ride once a week, on most weekends, for instance, we would recommend taking your bike to a professional at least once every 6 months. However, it is strongly recommended to keep on top of your bike cleaning, chain lubricating and tyre inflation schedule on a monthly basis.

You may refer to this articles:

  • Cleaning your Bike

  • Cleaning & Maintaining your Drivetrain

  • Tyre Pressures Explained


WEEKLY RIDER

If you ride your bike every week, maybe from 2 to 4 times a week, we would recommend getting your bike checked by a professional mechanic at least once every 3 months. However, it is strongly recommended to keep on top of your bike cleaning, chain lubricating and tyre inflation schedule on a monthly basis.

You may refer to this articles:

  • Cleaning your Bike

  • Cleaning & Maintaining your Drivetrain

  • Tyre Pressures Explained

  • Periodical Maintenance


DAILY RIDER

If you ride once a day or more, we would recommend taking your bike to a professional at least once every 3 months. However, it is strongly recommended to keep on top of your bike cleaning, chain lubricating and tyre inflation schedule on a fortnightly basis.

You may refer to this articles:

  1. Cleaning your Bike

  2. Cleaning & Maintaining your Drivetrain

  3. Tyre Pressures Explained

  4. Periodical Maintenance


Now you know how frequently you should give love to your bike according to how frequently you ride it. Please feel free to contact us with any related queries and happy riding!

 


Disclaimer of Liability:

Bikes Online24 endeavours to ensure the quality of the information contained in this Help Center is accurate, but does not guarantee it. Inadequate professional knowledge can lead to serious accidents to oneself and their products. Bikes Online24 is not liable for any damage or injury resulting from these attempts. This applies particularly to damage resulting from incorrect repairs, adjustments, or services. If in any doubt, you should send your bike to a professional store, mechanic, or qualified specialist. Bikes Online24 gives no guarantee or accepts liability for any of the information contained in this Help Center.

How Do I Contact You?

Our Customer Service team can be reached via email, phone or via our Contact us page. 

Our office is located at 

2711 W Loker Ave

Carlsbad, CA 92010

You can contact us via email here.

You can also call us on

+1 (929) 376-7413

For sales enquiries, you can Book a Call with our sales experts.