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Home / Guarantee & Warranty

Guarantee & Warranty

Updated on 19 Dec 2025
Here you’ll find what’s covered, how to proceed, and which documents are required. 
                                                       Essential information
Statutory warranty (legal)
  • Rights against the seller/dealer.
  • Applies to defects that were present at the time of purchase.
  • Deadlines vary by country/type of purchase – please follow your dealer’s information.
Manufacturer’s guarantee
  • Additional, voluntary service from the manufacturer.
  • Scope & duration as per the guarantee terms.
  • Handled via the authorised dealer.
Typically covered / not covered
  • Covered: Material/manufacturing defects on frame/components according to the terms.
  • Not covered: Wear parts (e.g. brake pads, chain), improper use, crash/accident damage, tuning.
Tip: Keep service receipts – they help with goodwill & assessment.
Quick selection: I want to … ⇒ Here’s how
Goal
Steps
Link
Check guarantee & start a case
Contact the dealer → state the issue & purchase date → send photos/proof → schedule an appointment.
Dealer search
Prepare documents
Invoice, frame number, photos/fault description, service records, key/battery codes (if relevant).
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Status & handling
Drop off the bike at the dealer → diagnosis/request by dealer → feedback on decision & timing.
Contact
How the guarantee process works
Step 1: Report a case 1) Report case
Contact the dealer, have receipt/serial/frame number ready, send photos of the fault.
Step 2: Diagnosis at the dealer 2) Diagnosis
Dealer checks & documents, submits request as per terms – follow-up questions if needed.
Step 3: Decision/Confirmation 3) Decision
Approval, repair or replacement – the dealer will inform you about the next steps.
Step 4: Repair/Hand-over 4) Repair & hand-over
Have the repair carried out, receive a function test & documentation.
Which documents & prerequisites help?
  • Proof of purchase/invoice with date & dealer.
  • Serial/frame number of the bike (photo/note).
  • Photos/videos of the defect, noises described if applicable.
  • Service/inspection records (e.g. first inspection, maintenance).
  • Key/battery codes (if relevant), firmware version for e-systems.
Tip: Store it digitally in VELOWALLET – ready to hand when needed.
Frequently asked questions
Do I always have to go via the dealer?
Yes. Statutory warranty applies against the seller, and the manufacturer’s guarantee is also handled via the authorised dealer.
Does wear count as a guarantee case?
No. Parts such as brake pads, chain, cassettes, tyres, etc. are wear parts. Unusually rapid wear is assessed on a case-by-case basis.
How can I speed up the processing?
Provide clear photos, a concise fault description, proof of purchase & service history. Hand over the bike cleaned; bring keys/batteries.
Next steps
Gather your documents, contact the dealer and arrange an appointment – together with the dealer we’ll take care of diagnosis & the further process.

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