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All products purchased from Wiggle are covered under warranty, subject to the exclusions outlined below. Generally speaking, this protects against product failures and manufacturing defects, including poor workmanship.
We work closely alongside our suppliers and honour the manufacturer's warranty, where applicable, which is typically valid for one year from the date of purchase. Some manufacturers do offer longer warranty periods; however, this depends on the brand and product. For brand specific warranty information click here.
Some brands also have specific maintenance requirements which, if not met, can void your warranty. It is therefore recommended that products are suitably maintained and serviced, as specified by the manufacturer. Details can be found in product manuals and tech docs on the brand’s website. We also recommend reading through our own guides on general product maintenance here.
If a product develops a fault, please contact our specialist Warranty Team as soon as possible, following the steps outlined here. As soon as we receive your claim, we will review the details and advise on the next steps. We strongly advise that you do not use a product if you suspect there is a fault, no matter how minor the issue, to avoid any possible harm.
If the issue can be resolved without returning the item, we will contact you to let you know your options.
If an inspection is required, we will ask you to return the item and, in certain circumstances, we may send it onto the manufacturer to confirm the fault. A free of charge returns service will be offered, where possible, or alternatively reasonable standard return postage fees will be refunded.
If a fault is deemed warrantable, having developed:
- within 30 days of purchase, a replacement or refund will be issued within 14 days of the claim being accepted
- after 30 days from the date of purchase, the item will be repaired* or if a repair is not possible, you may be offered:
*Repaired/replacement items will be posted to the original delivery address, unless otherwise specified, and will be covered by a period equal to the remaining warranty period of the original part.
Warranty claims are reviewed on a case-by-case basis and procedures can vary depending on the brand, product, and issue. We will keep you updated at each stage of the claims process, and we will make every effort to offer a resolution as quickly as possible.
Warranty Exclusions
There are some exclusions to our Warranty Policy, as detailed below:
This Warranty Policy does not affect your statutory rights. For purchases made in Australia, see our Australia Terms and Conditions here.
Note, faulty items are not included in our standard 365-day Return Policy.
Warranty policies and procedures can vary between brands and products, with some manufacturers preferring to resolve warranty claims directly with the customer.
For more information, click on the brand below:
Note, not all brands are listed above, however our Warranty Team are always at hand to help with queries.
Products must be installed, used, repaired, and serviced in strict compliance with the manufacturer’s instructions; failure to do so may damage the product and/or cause a serious accident.
In addition, some brands have specific maintenance requirements which, if not met, can void your warranty. Details can be found in product manuals and tech docs on the brand’s website.
For general advice on product installation and maintenance, visit our Product Guides here and see below:
If you have an accident, some brands may offer a replacement at a discounted price. If a crash replacement policy is available, this will be detailed on the brand’s website (accessible via the links above).
On the rare occasion that a product develops a fault, our specialist Warranty Team will make every effort to resolve the issue as quickly as possible for you.
Before reporting a fault, we recommend having a read through the manufacturer’s warranty policy for details on what’s covered and their claims procedure, as some brands may ask you to contact them directly to proceed with the claim. For more details, click here.
If the brand does not specify making direct contact, please complete a Warranty Claim Form and send this through to warranty@wiggle.com, along with images or videos of the fault. We ask that you provide as much information as possible so that we have everything we need to proceed. If you contact via email, you will receive an automated acknowledgement confirming receipt of your claim. If you do not receive this, please resend your attachments in a smaller format or separate emails.
As soon as we receive your claim, we will review the details provided and advise on the next steps.
You can, of course, choose to return the item back to us without making contact, however quite often we can resolve minor issues with no need for the item to be returned. Please refer to the warranty exclusions here before returning any item. If you are returning from outside the UK, the parcel should be marked as “Warranty Returned Goods – Failed Sale CN22/CN23” to permit access to the UK and avoid undue customs charges.
Once a claim has been submitted, our Warranty Team will review the details and advise on the next steps. Generally speaking, you should receive an update within 48 working hours, however this may take slightly longer during busier periods.
If your claim is accepted and the issue can be resolved without returning the item, we will contact you to let you know your options.
If an inspection is required, we will contact you to arrange a return. We kindly ask that returned items are cleaned and securely packaged in a sealed box, to ensure the contents are protected during return transit. Any items returned in an unreasonable condition may be refused. Please include a completed Warranty Claim Form inside the parcel along with the item.
Return transit timeframes can vary, depending on the shipping country and courier service. Please refer to our Returns help page for general timeframes.
Upon delivery to our warehouse, the item will be passed over to our Warranty Team for an inspection, which we will aim to complete within 7 days. Once complete, we will let you know the next steps. In certain circumstances, we may decide to send the item onto the manufacturer to confirm the fault, which may take up to 30 days, depending on the manufacturer and the extent of the issue.
Warranty claims are reviewed on a case-by-case basis and procedures can vary depending on the brand, product, and issue. We will keep you updated at each stage of the claims process, and we will make every effort to offer a resolution as quickly as possible.
If you haven’t received an update within 7 days of your item being delivered to our warehouse, please send us a copy of your postage receipt so that we can look into this further for you.
1. Can I send other items back along with my faulty item?
To avoid delays processing your claim, we kindly ask that you send faulty items back separately. This means the parcel can be passed directly to our Warranty Team upon arrival at our warehouse. If, however, you do wish to return multiple items inside the one parcel, please ensure you include a note inside the parcel with the order reference for each item you are returning along with the reason for the return. If there are any issues with your return, we will be in touch.
2. How much is return postage and who pays for it?
If we ask you to return your item for an inspection, our Warranty Team will mark the return as free of charge (where possible) or refund reasonable standard postage costs. We recommend using a tracked courier service. The options available to you will depend on where you are posting your parcel from, and the item(s) being returned.
3. Can I claim a refund for customs duty on a faulty item?
If your item has been repaired or replaced, the parcel will be marked as such to avoid further customs charges. If your item is refunded, the duties you paid can be claimed back from your local customs authority. For further information, please contact your local post office or customs authority.
4. Do I need a printer to return a faulty item?
We kindly ask that you complete a Warranty Claim Form and post this back inside your parcel along with the item. If you don’t have access to a printer, don’t worry, simply include a handwritten note inside the parcel with the following details:
If you are returning from outside the UK, please ensure you clearly mark the outside of the box with the wording “Warranty Returned Goods – Failed Sale” and note your original order number on the outside of the box. Please also mark this clearly on the customs declaration (CN22 and /or CN23) on the outside of the packaging. Failure to follow these instructions could result in the parcel being refused access into the UK and being returned to sender.
5. Should I contact you before returning a faulty item?
If an item develops a fault, we kindly ask that you contact us so that we can advise on the next steps. You can, of course, choose to return the item back to us without making contact, however quite often we can offer a quicker and more sustainable resolution.
6. Only part of my item is faulty, should I return the full item with all parts included?
Generally speaking we only need to inspect the faulty part, however our Warranty Team will let you know exactly what to return.
7. I’ve returned my faulty item, what happens next?
Once your item has been delivered back to our warehouse, it will be inspected within 7 days. Our Warranty Team will be in touch to advise of the next steps as soon as the inspection is complete.
8. What if there is an issue with my returned item?
Don’t worry, if there are any problems with your warranty return, a member of our Warranty Team will send an email to the email address used when placing the order.
Please find important information here regarding the Vitus 14 and 16 bikes sold in the USA from January 2017 through April 2021.
