Warranty

Your product is covered by a 2-year statutory warranty and 5-year STACYC guarantee. This page explains how our warranty and guarantee processes work, what to look out for, and how to make a claim. Please be aware that these rights under the warranty and guarantee may be additional rights that you have next to your regular statutory rights. You as a consumer are entitled to repair free of charge and (depending on the circumstances) may be entitled to a replacement, discount, or refund by the seller, of defective goods or goods which do not conform with the contract of sale. 

The following chart provides detail on the warranty and guarantee:  

What does the 2-year statutory warranty cover? 

The 2-year statutory warranty covers STACYC engineered parts as well as parts from original component manufacturers. The warranty only covers material and processing defects that already existed on delivery.  More detail on the 2-year statutory warranty is set forth in the chart above. 

Spare and wear parts such as paintwork, bearings or cables are not covered by the STACYC warranty. Nor is any damage caused by external factors from accidental damage, using the bike beyond its intended use or wear and tear. 

A warranty claim is independent of the original owner of the bike. That means, if you’ve bought the bike second hand, and it’s less than 2 years old, you can still make a claim. 

What does the 5-year STACYC guarantee cover? 

If issues should arise, in addition to your legal warranty, we also offer a 5-year guarantee on our frames and rigid fork from the date of purchase. 

The guarantee only covers material and processing defects that already existed on delivery. Any damage by external factors is not covered under guarantee. For example, wear and tear. 

You must be the original owner of the bike and you can make a guarantee claim up to 5 years from the date of purchase. 

If the item to be replaced is no longer available in the original color, you will receive another color or an upgrade to the successor model. 

What is not covered by guarantee or warranty? 

Here are a few examples of what we do not cover: 

• Damaged in an accident, crash or loss of control incident; 
• Used in a manner other than for recreation; 
• Poorly or incorrectly maintained; 
• Used in a manner in which this product was not specifically designed; 
• Failure to follow owner’s manual instructions or warnings; 
• Electronics or battery exposed to water; 
• Modified in any way; 
• Damage by unauthorized service or parts; 
• Used for commercial purposes 

The warranty and guarantee do not cover any damage, failure or loss caused by improper assembly, maintenance, or storage. Neither LIVEWIRE Netherlands BV nor STACYC are liable for incidental or consequential loss or damage due directly or indirectly to the use or misuse of this product. Warranty claims must be accompanied by original proof of purchase. If proof of purchase is not provided, warranty or guarantee period begins from original date of manufacture. 

What will LiveWire Netherlands BV or STACYC do in the event of a warranty or guarantee claim? 

If during the warranty period you submit a claim during the warranty or guarantee period this warranty, STACYC or LiveWire Netherlands BV will, at its option: 

1. repair the STACYC product;  
2. replace the STACYC product, or component, with a replacement product, or component, of the same model (or with your consent a product that has the same or substantially similar features as the original product – e.g., a different model with the same features, or the same model in a different color); or 
3. refund your purchase price in exchange for the return of your STACYC product. 

When a product or part is replaced or a refund provided, any replacement item becomes your property and the replaced or refunded (returned) item becomes STACYC’s property. 

A replacement part or product or a repaired STACYC product or part assumes the remaining warranty or guarantee of the original STACYC product (the warranty or guarantee period is not extended). 

How can you make a warranty or guarantee claim? 

You can get in touch with us using the contact form on our website. 

For a warranty claim we need the following information: 

• A photograph of your original invoice (attached to your purchase confirmation email). 
• We’ll also need a photo of your serial number, the bike and the damage, along with as much detail as possible about the issue. 

For a guarantee claim we need the following information: 

• A photo of your serial number, the bike and the damage, along with as much detail as possible about the issue. 

What is the warranty or guarantee process? 

Once you’ve sent your claim, including pictures, one of our experts will assess whether we need further investigation. If that happens we’ll ask you to either: 

• Additional information or pictures 
• Send the bike to us to be inspected 

After inspection we’ll be able to tell you whether all, some or none of the problems with your bike are covered by warranty or guarantee. 

We’ll send you a quote for any necessary replacements and repairs that are not covered and, if you’d like, carry out that work while we have your bike. 

Our customer experience team will be in touch with you regularly to assist with the process and advise on the next steps. 

Seller: Livewire Netherlands BV, Laan van Vredenoord 33, Rijswijk, 2289DA, Netherlands 

Manufacturer: STACYC, LLC, 6701 Corporation Pkwy, Suite 150, Fort Worth, TX 76126 USA