Guarantees

We offer guarantees on selected products in addition to honouring the manufacturer's guarantees. All our guarantees are in addition to your statutory rights.

Please ensure you check the exclusions which apply to the guarantees if you are considering making a claim.

We also offer 14 days free insurance on new bikes. Terms apply.

Bikes

Genesis Bikes

All Genesis bikes and frames come with a guarantee.

Frames
Steel Frame: Lifetime guarantee (limited to original owner)
Aluminium Frame: Lifetime guarantee (limited to original owner)
Titanium Frame: Lifetime guarantee (limited to original owner)
Carbon Frame: Five years guarantee (limited to original owner)

Forks
Steel Fork: Lifetime guarantee (limited to original owner)
Aluminium Fork: Lifetime guarantee (limited to original owner)
Carbon Fork: 5 years guarantee(limited to original owner)

Parts
Minimum one year guarantee (this is determined by individual manufacturer)
Genesis branded components such as bar or stem carries a two-year warranty period for the original owner with proof of purchase.
For any warranty concerns regarding third party brands (i.e. Fox Suspension, Shimano components etc) specified on your Genesis bike please follow the relevant brand's warranty procedure. If you need some assistance in finding out who to contact for these cases, please contact us and we will guide you as much as we can.

How to make a claim:
1. Contact our customer service team on 0208 385 3400 (between 9am - 5pm, Monday - Friday)
2. Quote your order number and date of purchase when you contact us. You'll find this information on your order confirmation email. This acts as your receipt, please keep it safe.

If your bike needs a repair, we can arrange for it to be collected from and returned to an address of your choice. We may choose to work with our network of local bike stores if they are able to assist with the repair.

Any item returned and approved as a guarantee claim will be either repaired or replaced which is down to Freewheel’s discretion. If your item is no longer manufactured, then we reserve the right to replace your warranty claim with a similar product, of a similar value.

Your guarantee won't cover:
Accidental damage, for example if your bike has been dropped.
Normal wear and tear. This is damage occurred through normal riding circumstances. Bicycles have many moving parts which inevitably cause parts to wear and potentially make more noise than usual which normally means it requires maintenance. For example, your chain and cassette are in constant contact and if improperly maintained this can cause premature wear and tear, this is not covered by manufactures warranty. The below listed components are items subject to regular wear and tear and excluded from warranty, unless subject to a manufacturing defect: Chain, Cassette, Brake pads, Bearings, Grips/bar tape, Tyres, Stripped bolts/threads, Transmission parts, Braking surfaces, Inner and outer gear/brake cables, Rubber moving parts such as seals etc.
Improper assembly.
Improper follow-up maintenance.
Installation of components, parts, or accessories not originally intended for or compatible with the bicycle as sold.
Damage or failure due to accident, misuse, abuse, or neglect.
Labour charges for part replacement or changeover.

Ridgeback Bikes

All Ridgeback bikes and frames come with a guarantee.

Frames
Steel Frame: Lifetime guarantee (limited to original owner)
Aluminium Frame: Lifetime guarantee (limited to original owner)

Forks
Steel Fork: Lifetime guarantee (limited to original owner)
Aluminium Fork: Lifetime guarantee (limited to original owner)
Carbon Fork: 5 years guarantee(limited to original owner)

Parts
Minimum one year guarantee (this is determined by individual manufacturer)
Ridgeback branded components such as bar or stem carries a two-year warranty period for the original owner with proof of purchase.
For any warranty concerns regarding third party brands (i.e. Fox Suspension, Shimano components etc) specified on your Ridgeback bike please follow the relevant brand's warranty procedure. If you need some assistance in finding out who to contact for these cases, please contact us and we will guide you as much as we can.

How to make a claim:
1. Contact our customer service team on 0208 385 3400 (between 9am - 5pm, Monday - Friday)
2. Quote your order number and date of purchase when you contact us. You'll find this information on your order confirmation email. This acts as your receipt, please keep it safe.

If your bike needs a repair, we can arrange for it to be collected from and returned to an address of your choice. We may choose to work with our network of local bike stores if they are able to assist with the repair.

Any item returned and approved as a guarantee claim will be either repaired or replaced which is down to Freewheel’s discretion. If your item is no longer manufactured, then we reserve the right to replace your warranty claim with a similar product, of a similar value.

Your guarantee won't cover:
Accidental damage, for example if your bike has been dropped.
Normal wear and tear. This is damage occurred through normal riding circumstances. Bicycles have many moving parts which inevitably cause parts to wear and potentially make more noise than usual which normally means it requires maintenance. For example, your chain and cassette are in constant contact and if improperly maintained this can cause premature wear and tear, this is not covered by manufactures warranty. The below listed components are items subject to regular wear and tear and excluded from warranty, unless subject to a manufacturing defect: Chain, Cassette, Brake pads, Bearings, Grips/bar tape, Tyres, Stripped bolts/threads, Transmission parts, Braking surfaces, Inner and outer gear/brake cables, Rubber moving parts such as seals etc.
Improper assembly.
Improper follow-up maintenance.
Installation of components, parts, or accessories not originally intended for or compatible with the bicycle as sold.
Damage or failure due to accident, misuse, abuse, or neglect.
Labour charges for part replacement or changeover.

Saracen Bikes

All new Saracen frames and bikes are covered by our guarantee if you are the original owner and can provide proof of purchase. Any manufacturing defects that result in a damaged or broken bike are eligible to be assessed for warranty repair or replacement.

Frames
Zenith/Mantra/CR2/CR3/AL Team/ALX: Five years for the original owner. 
Ariel 30/60/JNR/Ariel-E: 3 years for the original owner.
Myst/Myst AL/Ariel 80: 2 years for the original owner.
Paint and Decals: One year for the original owner. Please note this excludes scratches and damage caused by normal wear and tear.
Linkages and assembly parts: One year for the original owner.

Parts
Saracen branded components such as a handlebar or stem carry a two-year warranty period for the original owner.
Third party components:
• Forks: Please follow the warranty terms, conditions and procedure provided by the manufacturer.
• E-Bikes: Frames and forks are covered as above. For any electrical componentry (battery, motor etc) claims, please contact the manufacturer of the system.
• Other components: Please follow the warranty terms, conditions and procedure provided by the manufacturer.  

If you need assistance in finding out who to contact for these cases, please contact us.

How to make a claim:
1. Contact our customer service team on 0208 385 3400 (between 9am - 5pm, Monday - Friday)
2. Quote your order number and date of purchase when you contact us. You'll find this information on your order confirmation email. This acts as your receipt, please keep it safe.

If your bike needs a repair, we can arrange for it to be collected from and returned to an address of your choice. We may choose to work with our network of local bike stores if they are able to assist with the repair.

Any item returned and approved as a guarantee claim will be either repaired or replaced which is down to Freewheel’s discretion. If your item is no longer manufactured, then we reserve the right to replace your warranty claim with a similar product, of a similar value.

Your guarantee won't cover:
Accidental damage, for example if your bike has been dropped.
Normal wear and tear. This is damage occurred through normal riding circumstances. Bicycles have many moving parts which inevitably cause parts to wear and potentially make more noise than usual which normally means it requires maintenance. For example, your chain and cassette are in constant contact and if improperly maintained this can cause premature wear and tear, this is not covered by manufactures warranty. The below listed components are items subject to regular wear and tear and excluded from warranty, unless subject to a manufacturing defect: Chain, Cassette, Brake pads, Bearings, Grips/bar tape, Tyres, Stripped bolts/threads, Transmission parts, Braking surfaces, Inner and outer gear/brake cables, Rubber moving parts such as seals etc.
Improper assembly.
Improper follow-up maintenance.
Installation of components, parts, or accessories not originally intended for or compatible with the bicycle as sold.
Damage or failure due to accident, misuse, abuse, or neglect.
Labour charges for part replacement or changeover.

Clothing

Madison Clothing Limited Lifetime guarantee

We offer a Limited Lifetime* guarantee on any Madison Clothing garment against manufacturing defect & workmanship for the expected lifetime of the product.

lifetime

Your guarantee covers you against:
Component failure of working mechanisms where applicable
Defects caused by manufacturing error, or fialure to meet our quality commitment.
Products supplied with fabric flaws.

Your guarantee won't cover:
We don’t cover damage through wear & tear, negligence, accidents, improper care or natural deterioration of colours & materials.

How long is a lifetime?
Lifetime* means the expected life of a product, which is variable through usage.

How to make a claim:
1. Contact our customer service team on 0208 385 3400 (between 9am - 5pm, Monday - Friday)
2. Quote your order number and date of purchase when you contact us. You'll find this information on your order confirmation email. This acts as your receipt, please keep it safe.

Any item returned and approved as a guarantee claim will be either repaired or replaced which is down to Freewheel’s discretion. If your item is no longer manufactured, then we reserve the right to replace your warranty claim with a similar product, of a similar value.