Warranty Policy 

This applies to new products only. There is a limited warranty on used goods, which can be found here: https://properbikshop.co.uk/pages/used-bike-warranty

All new products purchased from Proper are covered under warranty, subject to the exclusions outlined below. Generally speaking, this protects against product failures and manufacturing defects. 

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 please contact us or contact the brand directly.

Some brands also have specific maintenance requirements which, if not met, can invalidate your warranty. It is therefore recommended that products are suitably maintained and serviced, as specified by the manufacturer. All bicycles bought via the website are covered for manufacturing defects however when received, the bicycle must be assembled by a qualified bicycle mechanic. To ensure that this warranty is upheld, please keep your receipt. 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.

If a product develops a fault, please contact us as soon as possible, following the steps outlined below. 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. Once we have accepted a Warranty Claim, it will be investigated on your behalf, and you will be informed if the claim is successful or not. 

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 and whether it is covered by warranty. A free of charge returns service will be offered, where possible, or alternatively reasonable standard return postage fees will be refunded.

Warranty Process:

1. Report to us at Proper Bike Shop, by email to hello@properbikeshop.co.uk
2. We will reply within 7 working days, under normal conditions
3. Return the product to Proper Bike Shop for inspection
4. If we believe it is a warrantable claim, the item and fault will be reported to the manufacturer and/or distributor for investigation to determine whether the claim is successful or unsuccessful

If a warranty claim is deemed successful by the supplier or manufacturer, having developed: 

- within 30 days of purchase, a replacement or refund will be issued within 14 days of the claim being accepted and deemed successful

- after 30 days from the date of purchase, the item will be repaired* or if a repair is not possible, you may be offered:

• a replacement for the same item or an alternative of equal or greater value* (depending on stock availability, model/ colour may vary)
• a refund in Proper Bike Shop vouchers
• a partial refund proportional to the remaining life of the product or commensurate to the part at fault

*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 & Terms

There are some exclusions to our Warranty Policy, as detailed below:

• Warranty is non transferrable and applies to the original purchaser only. Proof of purchase may be required.
• Mail Order Bicycle purchases are not covered for any faults which may have developed due to poor or incorrect assembly. To ensure that your bicycle is assembled correctly and safely, please ensure that you use a competent and qualified bicycle mechanic and keep your receipt as proof of professional bike build. Proper Bike Shop will not accept claims against Mail order bicycle purchases where this proof is not provided. 
• Proper Bike Shop does not warrant against failure or damage due to accident or misuse such as, but not limited to, incorrect installation, poor maintenance, impact damage, abuse or neglect, using the product for something other than its intended purpose, alteration of the product unless expressly permitted in writing by Proper Bike Shop, damage to product whilst in transit with the consumer (e.g. bike box or bike bag). We recommend that you take out your own insurance to cover accidental damage - particularly on high value items such as bicycles. 
• Proper Bike Shop does not warrant against corrosion and/or deterioration caused by material fatigue defined as the natural breakdown of materials that occur after extended use.
• Proper Bike Shop does not warrant against general wear and tear from use of apparel, components, accessories or consumable items.
• Most brands do not warrant against bearings and spokes under warranty for more than a couple of months (3-6 average) as they are classed as ‘consumable’ parts.
• Some brands have specific maintenance requirements which, if not met, can invalidate your warranty.
• Products returned in an unclean or otherwise unsatisfactory condition may be refused and returned.
• Products which have been damaged in return transit due to insufficient packaging may be refused.
• The bike must be returned to us at Proper Bike Shop for any work covered by the warranty to be completed by us

• Any work completed by a third party will not be covered on the warranty, unless previously agreed in writing. We do not reimburse any work under any circumstances, unless expressly agreed in writing in advance for the work to be carried out and agreement on the total cost of repairs.

This Warranty Policy does not affect your statutory rights. 

How to Report a product fault

On the rare occasion that a product develops a fault, Proper Bike Shop will make every effort to resolve the issue as quickly as possible for you. Please not that some countries of manufacture, such as France and Italy, take extended business break during the summer months, which may add 3-6 weeks to your warranty claim.

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. 

If the brand does not specify making direct contact, please contact us through hello@properbikeshop.co.uk, 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. Once accepted, the item(s) will be requested for inspection.

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. 

Update on my Warranty Claim

Once a claim has been submitted, we will review the details and advise on the next steps.  Generally speaking, you should receive an update within 7 working days, 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. 

Return transit timeframes can vary, depending on the shipping country and courier service. 

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 i.e. whether the claim is successful or unsuccessful. In certain circumstances, we may decide to send the item onto the manufacturer to confirm the fault, which may take up to 90 days, depending on the manufacturer and the extent of the issue. 

We always recommend email as the preferred method of contact - we aim to respond to emails within 48 hours but during busy periods it is reasonable to receive a response within 7 working days. We do not deal with warranty claims by telephone as it is impossible to track information and data transfer by telephone, however if you do call us we endeavour to update you by email within 48 hours but during busy periods it is reasonable to receive a response within 7 working days.

Due to the COVID-19 crisis, some replacement items are taking considerably longer than 60 days for replacement. Please accept our apologies for this - we do not have control over global economies and availability of parts which may take several months for delivery.

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, or email hello@properbikeshop.co.uk to request an update.

If a warranty claim is successful, having developed: 

- within 30 days of purchase, a replacement or refund will be issued within 14 days of the claim being accepted and deemed successful

- after 30 days from the date of purchase, the item will be repaired* or if a repair is not possible, you may be offered:

• a replacement for the same item or an alternative of equal or greater value* (depending on stock availability, colour/ model may vary)
• a refund in Proper Bike Shop vouchers
• a partial refund proportional to the remaining life of the product or commensurate to the part at fault

*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.

What if your Warranty Claim is unsuccessful?

Please see exclusions at the top of this page.

If your product is inspected and the fault does not appear to linked to manufacture or poor workmanship, the Warranty Claim will be deemed unsuccessful. If you have bought a bicycle from us online and there is no proof of assembly by a professional bicycle mechanic your Warranty Claim will not be progressed. At this point you will be offered a list of options and alternatives, or a repair or service, pricing for this will be discussed before any work is carried out. You may also wish to look into your own repair options and alternatives. Proper Bike Shop will help to repair or replace your product with minimum inconvenience. Proper Bike Shop do not accept liability and will not offer recompense for any repairs carried out by the consumer without prior agreement.

Please be mindful that if your Warranty Claim is unsuccessful Proper Bike Shop are not liable for any costs or obligations to repair, replace, or refund your purchase. Please be courteous with the staff at Proper Bike Shop who are here to help you. Threatening, aggressive or inappropriate language will not be tolerated; Lifecycles refuse the right to refuse service in situations where customers are being unreasonable or placing staff at undue risk.