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WARRANTY
We want to keep you riding! All of our frames and bikes are covered by warranty, here's what that means.
Ridgeback Warranty Policy
We want to keep you riding! All of our products are protected for the original owner against failure due to a manufacturing defect by our warranty policy.
Our steel and aluminium frames and forks are all covered by a lifetime warranty.
Carbon fibre forks are covered for five years from the date of original purchase by the end user.
Ridgeback branded components are covered for two years.
In all cases, proof of purchase is required.
The Ridgeback warranty does not cover normal wear and tear, damage due to improper assembly or improper & infrequent follow-up maintenance. The installation of any e-bike conversion kit will immediately invalidate the warranty. The Installation of any other components, parts, or accessories not originally intended for or compatible with the bicycle as sold may also invalidate the warranty. Damage or failure due to accident, misuse, abuse, or neglect is not covered along with labour charges for part replacements or changeovers.
Any item returned and approved as a defective item will be either repaired or replaced at the discretion of Ridgeback.
Third-Party Components
Components specified on a Ridgeback bike from a third-party brand are covered by the individual brand’s warranty terms. In case of an issue with a third-party component, your Ridgeback retailer should contact the local distributor for said third-party brand.
Raising A Warranty Enquiry
Your first point of contact should always be the original place of purchase. The retailer may also have a record of your proof of purchase should you be unable to provide it, however this is not guaranteed.
If your place of purchase is no longer available, your local Ridgeback retailer is best placed to assist you and can inspect the issue. You can use our Locator to find your closest Ridgeback retailer.
The Ridgeback retailer will carry out an initial inspection and liaise with the Ridgeback warranty & technical department.
The Ridgeback retailer with which you raise an enquiry remains your point of contact throughout the process.
Timescale
We always aim to get our customers back on their bike as soon as possible. The timescale for completion of a warranty enquiry varies but your retailer is best placed to keep you up to date on progress and inform you of any action taken or a final decision.
Potential Costs
In the event that your warranty enquiry is accepted, it is the original retailer’s responsibility to cover any associated costs incurred in getting you back on your bike. For example, workshop labour. If you raise your warranty enquiry through an alternative retailer, the original retailer is no longer responsible for costs associated with this claim.
If your warranty enquiry is handled by a retailer other than the original place of purchase then you are responsible for any associated costs incurred. The retailer will be able to advise you of any costs in advance.
If your warranty claim is unsuccessful, then you must cover any costs incurred.
Global Sales
Our warranty policy covers all of our products, no matter which country they were purchased in.
What is not warrantied?
Warranty does not cover: Normal wear and tear; 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.
What is wear and tear
Wear and tear 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.
Ridgeback branded components
Ridgeback branded components such as bar or stem carries a two-year warranty period for the original owner with proof of purchase.
Third party components
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 go to your place of purchase, or failing that, contact us and we will guide you as much as we can.
How do I claim?
Please contact your original place of purchase, along with your proof of purchase where it can be processed. If your original place of purchase is no longer available to contact, please use our Stockist Locator to find your nearest dealer to help start your warranty claim.
How long will it take for my claim to be processed
We always aim to get our customers back on their bike as soon as possible. The time taken to process a warranty claim varies on a case by case basis and your dealer can advise on this when your claim is in progress.
What happens when I hand my warranty item over to my Ridgeback dealer?
Once you have been advised about your warranty claim by your Ridgeback dealer, they will open a case with our distributor, Sportline. This case will be assigned a unique number, at which point the item(s) will be packaged by the Ridgeback dealer and returned to Sportline’s warranty department for assessment.
Who should be my point of contact if I have any questions about my warranty case?
Your point of contact is the Ridgeback dealer that you returned your item to.
Will my part be replaced or repaired?
Any individual item returned and approved as a warranty claim will be either repaired or replaced which is down to Ridgeback's discretion.
What if my warranty item no longer exists
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.
Who covers the cost of postage/building/rebuilding my bike?
In the event of a successful warranty claim, it’s the original dealer’s responsibility to cover the costs incurred. If your warranty case is dealt with by a dealer that you did not purchase your Ridgeback bike from, it is up to the customer to cover the costs incurred. If your warranty claim is unsuccessful, then the customer is liable for any labour charges incurred.
Can I make a warranty claim directly with Ridgeback Bikes
We have a nationwide dealer network, who are our representatives on the ground. You can find your nearest stockist here.
What if I bought my Ridgeback bike online?
If you bought your Ridgeback bike online and have your proof of purchase you are still covered by warranty. Please contact your place of purchase or take your bike to your local dealer, where your claim will be assessed.
What if I bought my Ridgeback in a different country?
No matter which country you bought your Ridgeback bike in, you qualify for our warranty service. Please take your bike to your new local dealer, along with your proof of purchase where your claim will be assessed.
Is my bike still covered if I am not the original owner?
Unfortunately not – only the original owner receives warranty service.
I've lost my original receipt, can I still claim?
Although more challenging, it may be possible to claim – for example, if the shop you purchased from holds a record of the purchase and can reproduce your proof of purchase.
What if I crashed? - Do you offer a crash replacment scheme?
We do not presently operate any crash replacement schemes.