AFTER-SALES SERVICE - CUSTOMER SERVICE

For all questions about deliveries, orders, informations or sponsorship requests, please use the other CUSTOMER SERVICE contact form.

To contact the USPROBIKES after-sales team, whether you purchased the product(s) from our website usprobikes.com or from a reseller store, please complete the form below.

By completing and submitting this form, you agree to our warranty conditions, which you will find in full below this form and in our general terms and conditions of sale. Please read them to avoid your request being rejected.

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USPROBIKES WARRANTY POLICY

We hope you won’t need to read the following, but if one of your parts appears to be defective and you believe it is a manufacturing defect, please read the information below carefully to verify whether you meet the requirements of our warranty policy. Please review our warranty policy before contacting us.

MOST USPROBIKES PRODUCTS ARE COVERED BY A 12-MONTH LIMITED WARRANTY

USPROBIKES warrants BRG products (Chase, Ikon, Elevn, Excess, Insight, Position One). In the event of a manufacturing defect, the following provisions define the warranty policy. Certain items have a different warranty period, the duration of which will be specified. Unless otherwise stated herein, BRG warrants its products as follows:

Complete bikes are covered by a 90-day warranty on all parts. Cranks with pedal inserts are covered by a 90-day warranty. Inner tubes are warranted against manufacturing defects starting from the first inflation only. Anodized or painted parts are not warranted against color changes, discoloration, etc. These phenomena are due to causes beyond our control.

Products are warranted against defects in materials or workmanship for a period of one year (12 months) from the date of the original purchase from a USPROBIKES dealer (excludes sales by third parties such as eBay, Craigslist, etc., as well as any secondhand purchases, gifts, etc.). The USPROBIKES warranty is available exclusively through our network of authorized distributors and their qualified dealers.

The USPROBIKES warranty applies only to the original owner and is non-transferable. You must present your original proof of purchase issued by the dealer, without exception.

All warranty claims must be directed to the dealer from whom the item was purchased. The original sales receipt is required to confirm the date of purchase and verify that the purchase was made from an authorized dealer.

If you need to return the item to USPROBIKES, return shipping costs to the dealer or USPROBIKES are not covered and are the responsibility of the sender. USPROBIKES will cover the shipping costs for the replacement item to you or the retailer, provided the item meets the warranty conditions for replacement.

USPROBIKES is not responsible for labor costs associated with replacement or repairs under the warranty process.

USPROBIKES makes no other warranties, assurances, or representations of any kind (express or implied), and all warranties (including implied warranties of reasonable care, merchantability, or fitness for a particular purpose) are hereby excluded.

CARBON FIBER PRODUCTS – WARRANTY LIMITATIONS AND MAINTENANCE OF YOUR CARBON PRODUCT

USPROBIKES is delighted to offer some of the best carbon fiber frames and components in the BMX world. However, carbon fiber is intended for specific competitive applications and requires different maintenance and care than other materials. Never attach bike racks, bike stands, or any other type of mounting hardware to a carbon fiber part. The outer layer of carbon can easily be damaged by impact, dropping your bike onto a hard, sharp surface, or during a violent collision. You should inspect your product whenever it appears to have come into contact with an object.

Carbon fiber parts are covered by a warranty against defects in materials or workmanship for a period of 12 months from the date of purchase and applies only to the original owner (see warranty limitations and accident replacement policy). Carbon fiber frames are covered by a warranty against defects in materials or workmanship for a period of 6 months from the date of purchase and applies only to the original owner.

Carbon fiber products are designed to be lightweight and meet strict EN standards, but they may not be suitable for all rider sizes and riding styles.

In the event of a fall, collision, or violent impact, any carbon fiber frame or component must be inspected by a professional bicycle mechanic.

Unlike metal, carbon fiber breaks rather than bends, twists, or deforms. A damaged carbon fiber component can break at any time and must not be used under any circumstances.

Damage caused by a fall or impact, or resulting from a lack of maintenance, is NOT covered by the warranty.

Carbon fiber products must be installed ONLY by a qualified professional bicycle mechanic.

Regularly inspect your carbon fiber frame or components to ensure there are no surface imperfections. Damaged carbon fiber can fail suddenly and without warning, causing serious or even fatal injuries.

Carbon fiber may conceal damage caused by an impact or a fall. If you suspect that your carbon fiber part has been subjected to an impact or a fall, stop riding immediately and have the part inspected by a professional bicycle mechanic.

Carbon BMX frames are intended SOLELY for BMX racing and must not be used for dirt jumping or any other use not in accordance with their intended purpose.

Carbon fiber products must not be cleaned with harsh chemicals; use only soapy water.

LIMITATIONS OF THE USPROBIKES 12-MONTH WARRANTY

This warranty does not cover normal wear and tear. Wear parts are subject to damage due to normal use, natural discoloration of colors/materials over time and/or exposure, failure to follow USPROBIKES’ recommendations for regular care and maintenance, and/or use or installation under conditions or for applications other than those recommended. Complete bicycles must comply with the maintenance manual and have all documentation certifying that the bicycle has been maintained at the recommended intervals.

Wear parts include, but are not limited to: damaged threads or bolts, bearing seals, bushings, rubber parts, brake pads, chains, sprockets, cassettes, brake cables (inner and outer), handles, braking surfaces, bearings, bearing sleeves, ratchets, spokes, freehubs, corrosion, Velcro fasteners, painted finishes, and stickers.

This warranty does not apply to products that have been improperly installed and/or improperly adjusted/maintained, or that were not installed by an authorized bicycle shop.

Items that have already been covered under warranty will only be covered by a 30-day warranty against manufacturing defects, not the full warranty. These items are not eligible for a second warranty and will be handled on a case-by-case basis.

Our warranty does not apply to items that have been broken intentionally or maliciously for the purpose of claiming warranty coverage.

This warranty does not apply when the serial number or production code has been deliberately modified, altered, or removed.

A discounted replacement under the loyalty program may be offered in cases where the warranty does not apply.

This warranty does not cover damage caused by the use or failure of parts from other manufacturers.

This warranty does not cover damage caused by the use of parts that are incompatible, unsuitable, and/or not authorized by USPROBIKES.

All products are used at the owner’s own risk. BRG products have been designed and manufactured using the best materials and expertise available, and are intended for use by experienced cyclists. Our warranty does not cover accidents caused by a lack of skill.

Our products must be installed or assembled by an experienced bicycle mechanic and used only as intended by the bicycle manufacturer.

Do not use a BRG product if you believe it is defective or damaged. The purchaser or user assumes all risks associated with the use of this product.

USPROBIKES WARRANTY PROCEDURE – HOW TO FILE A WARRANTY CLAIM WITH USPROBIKES

Please use the form on our website or, if applicable, fill out the PDF provided: Return Form.

For items purchased from one of our retailers, please contact them before submitting a claim on our website. Be prepared to provide the following information: a summary of the purchase, along with a copy of the original receipt, a duly completed claim form, and photos of the product are required before an RA number can be assigned. Once this information is received, a decision can be made regarding whether the product needs to be returned for inspection. Failure to provide the required information will delay the processing of the request.

When returning a product, it must be sent back exactly as it was originally purchased, with no parts removed or retained.

Once the warranty return has been confirmed by BRG, you must return the product to USPROBIKES, indicating the RA number assigned to you.

After USPROBIKES has inspected the product and confirmed a defect or malfunction, your product will be replaced. Products under warranty are subject to repair, availability, or replacement with products deemed more suitable by USPROBIKES. The exact color and model are not guaranteed. If you own an obsolete model or version of a product, but it is still under warranty, you will be responsible for the price difference of the product.

LEGAL NOTICE

Our warranty statement grants you, as a customer, specific legal rights. You may also have other rights that vary from country to country around the world.

To the extent that this warranty statement is inconsistent with local law, it shall be deemed modified to comply with such law; under such local law, certain disclaimers and limitations in this warranty statement may apply to you. For example, certain states in the United States of America, as well as certain governments outside the United States (including certain provinces in Canada), may:

Prevent the exclusions and limitations in this warranty statement from restricting the consumer’s legal rights (for example, in the United Kingdom). Alternatively, restrict a manufacturer’s ability to enforce such exclusions or limitations.

LOYALTY POLICY / ACCIDENT REPLACEMENT

Our loyalty replacement policy covers you in the event of unforeseen events not covered by the manufacturer’s warranty for defects in materials or workmanship. If you own a USPROBIKES product that has been damaged as a result of an accident, a racing incident, an impact, failure to follow the manufacturer’s usage specifications, or any other circumstance in which the product was subjected to forces or loads exceeding its design, we may offer a replacement part at a reduced price to the original owner. This offer applies only to the original owner and is non-transferable. You must retain your original proof of purchase. It does not apply to items that have been intentionally or maliciously damaged for the purpose of taking advantage of the loyalty replacement. Items that have already been replaced under the accident replacement policy cannot be covered a second time for the same reason and will be handled on a case-by-case basis.

LIMITATIONS OF LIABILITY

To the extent permitted by local law, except for the obligations expressly set forth in this warranty statement, BRG and its third-party suppliers shall in no event be liable for any direct, indirect, special, incidental, or consequential damages.
BE CAUTIOUS, TAKE PRECAUTIONS, AND NEVER RIDE BEYOND YOUR ABILITIES.
Always wear a helmet and safety gear appropriate for the conditions in which you are riding. Before riding, always perform a safety check on your bike: check that no components or fasteners are loose, damaged, or missing, and look for any unusual noises, flat tires, etc. Do not ride beyond your abilities.