Here you’ll find the statutory warranty information, details of the manufacturer’s guarantee, and important exclusions/disclaimers – plus a step-by-step guide to the correct process.
Statutory warranty (legal)
- Duration: 2 years from the date of purchase.
- Entitled party: the first owner only (non-transferable).
- Point of contact: any VELO-DE-VILLE contracting partner/authorised retailer – also applies to online purchases with dealer handover.
Manufacturer’s guarantee (voluntary)
- Scope: 5 years on the frame from the date of purchase.
- Requirements: bike passport fully completed and service intervals observed as per the user manual.
- Benefit: free replacement frame; assembly/disassembly/transport at the owner’s expense.
Tip: Store receipts & inspections in VELOWALLET – it speeds up processing.
Extension with VELOWALLET
- Free: extend the frame guarantee period from 5 to 7 years via the VELOWALLET app.
- How it works: register in the app and add your bike digitally.
Exclusions (warranty & guarantee)
- Accident, improper use, negligent use.
- Failure to follow maintenance per the user manual / service intervals.
- Non-professional repairs, unsuitable/incorrectly fitted spare parts.
Disclaimers
- Incorrect settings (handlebar, brakes, saddle, seatpost, gears).
- Missed replacement of brake/gear cables, brake pads, tyres, chain, sprockets.
- Normal wear; weather-related ageing (paint/chrome corrosion).
What to do in a warranty or guarantee case?
1) Report the defect immediately
Submit a claim at a VELO-DE-VILLE authorised retailer/contract partner (also for online purchases with dealer handover).
2) Have your documents ready
Proof of purchase/invoice, user manual with bike passport/service booklet, serial/frame number, clear photos/videos.
3) Review & decision
The dealer documents the issue & coordinates with our service if required. Decision: repair, replacement, possibly frame replacement.
4) Service & costs
During the statutory warranty: rectification of material/design defects. During the guarantee: replacement frame; assembly/transport costs borne by the owner.
FAQ – Frequently asked questions
Next steps
Have your invoice & bike passport ready, contact the dealer and open a case. For a faster review, store documents in VELOWALLET.