Warranty & Returns.

WARRANTY TERMS

All new Greenrock frames have a lifetime guarantee and forks are sold with a 5-year manufacturer’s warranty which will cover structural defects in material or manufacturing arising during the course of normal use. The warranty will commence from the date the bike is received by the buyer.

WARRANTY CONDITIONS

  • The Greenrock frame guarantee and 5 year fork warranty applies to the original purchaser of the bike only and cannot be extended or transferred to a third party.

  • Greenrock reserves the right to physically inspect any frame or fork suspected of being faulty or defective. We may ask for images or descriptions of a fault to help us process a warranty claim before asking for the frame or fork to be returned. Any request for additional details is to assist us with the processing of a warranty claim and are not in lieu of any physical inspection.

  • When possible we will look to repair or replace any faulty products free of charge in the first instance where a fault has been identified. Replacements will be offered on a like-for-like basis where the value of the replacement goods will match the value of the faulty goods at the original time of purchase. While we will endeavour to offer an exact replacement we are not always able to guarantee replacement products will be an exact, aesthetic, match for the original in terms of style, colourway or graphics, all of which may change between model years. Replacements will be offered based on stock availability at the time of a warranty claim.

EXCLUSIONS

This warranty does not cover:

  • Frames and forks returned without an original order number or proof of purchase.

  • Frames and forks purchased second hand.

  • Frames and forks returned with the serial number removed, tampered with, damaged or otherwise unreadable.

  • Frames and forks affected by the following:

    • Normal wear and tear.

    • Cosmetic damage arising over time (i.e not apparent at the time of purchase).

    • Corrosion.

    • Crash, crush or impact damage

    • Misuse, neglect, improper care, lack of reasonable or proper maintenance.

    • Incorrect installation of replacement parts.

    • Modifications.

    • Work carried out by third parties unless agreed in writing by Greenrock.

STARTING A WARRANTY CLAIM

If you suspect your frame, fork or other Greenrock product is presenting with a structural defect please stop using the product immediately and contact us by email at info@greenrockadventure.com or calling us on +44 (0) 1684 892 465.

In order to process a warranty claim quickly and efficiently we’ll need a few details about the bike and rider before we can proceed with a claim.

About the rider:

  • Name

  • Address

  • Contact number

About the bike:

  • Order number

  • Date of purchase

  • Model of frame/fork.

  • Frame number

  • A brief description of the suspected fault

Pictures:

  • One picture of the complete bike

  • Three close up pictures of the suspected fault

  • One picture of the frame number

Once we have assessed the requested information that has been supplied we will work with you to ensure that the bike is returned to our Greenrock HQ as quickly and efficiently as possible. Once the bike is boxed our customer service team are able to arrange collection of the bike with our carrier, simply let us know where you like the bike collecting from and when and we will work with you to ensure this happens within reason.

The process of returning a bike under warranty internationally may differ as we may not be able to arrange collection on your behalf. In these cases we will offer to refund any postage costs within reason incurred in returning the bike using your chosen courier, please email us to discuss the costs of the return in order for us to agree them prior to shipment.

CRASH / OUT OF WARRANTY REPLACEMENT PROGRAM

If, for any reason, the repair or replacement of your Greenrock frame or fork is not covered under our warranty we will offer preferential pricing on replacement frames, forks, and other components to get your bike back on the road. We will be happy to discuss the various options available to you.

RETURNS - UNWANTED ITEM RETURNS

If an item is 'as new' and has not been used or fitted in any way, you can simply return it to us within 60 days of delivery for a refund or exchange. Please ensure that the goods are returned in their original packaging and are in an unused condition.

HOW TO RETURN AN ITEM

Step 1 - Fill in the returns form we included with your parcel.

Step 2 - Attach the returns label included on your invoice to your parcel.

Step 3 - Send the parcel to us via your preferred courier. We recommend that you return the item via a recorded delivery service to cover yourself against any loss.

Step 4 - Once we receive your items we aim to complete your return within 5 working days. Once processed we will contact you via email to confirm your exchange, refund or store credit.

PLEASE NOTE

We can only exchange like-for-like products. This means a product in a different size or colour (subject to selling price and availability). If you would like a completely different item, please return the item for a full refund and place a new order online.

Items returned with an incomplete Returns Form, or in a used condition, may also take longer to process.

We cannot refund you for the return postage where you have ordered incorrectly or are returning unwanted items.

BIKE RETURNS

  • Bikes must be returned in their original packaging and must be assembled as they were when it was received.

  • We require that the bike is returned in a clean condition, bikes returned to us in a dirty condition will incur a cleaning charge of £30.

  • All bikes must be returned in a suitable box and packed correctly to avoid any damage in transit.

  • Any accessories that you may have purchased, and fitted onto the bicycle should be removed before being returned.

INCORRECT, DAMAGED OR FAULTY ITEM RETURNS

  • We will happily exchange or refund any product that has been sent in error or has been damaged upon delivery. Please follow the 4 step returns process above and we will email you once we receive your item and provide you with updates.

  • Where an error has been made by us and you have received items that were not ordered, we will replace these as quickly as possible.

  • Any shortages or errors must be notified within 30 days of receiving the goods.

  • Some items will have to be returned to the manufacturer/distributor for inspection and/or repair, this may extend the returns period but we will keep you informed on progress. We cannot refund postage on warranty returns whereby the warranty has been declined. Returns processed under warranty will be repaired or replaced at the manufacturer/distributor discretion.

  • We will refund the return postage cost on all incorrect, damaged or faulty items up to a maximum value of £15. If the postage is going to cost more than £15 please contact us by telephone or email and we will arrange to collect the item.

  • Incorrect, damaged or faulty items must be returned unused and with all accompanying packaging.

  • Items returned with an incomplete Returns Form, or used condition may also take longer to process.

INTERNATIONAL RETURNS

Please follow the applicable returns procedure detailed on this page. You must ensure to mark the package as 'RETURNED GOODS – FAILED SALE'. Failure to include this may result in the package being refused at UK Customs and returned to you.

If you have paid import duty on a returned order, you should be able to claim back a refund of the duties paid from your local Customs Authority. You will need to show the Customs Authority proof of duty paid when you received the order and proof of export – this is your proof of returning the order to us.

TERMS AND CONDITIONS

  • When requesting a refund, items must be returned in their original packaging and in an unused condition.

  • Used items that you have found to be faulty must be returned in a clean condition, any items deemed as unfit for return may be refused and you may be liable for any postage costs to return the item to you.

  • Items must be returned within 60 days of the original purchase date.

  • Items must be returned to Greenrock, not the manufacturer.

  • Where a refund is processed it will be applied to the original payment source. Please allow up to 10 working days for your refund to show in your account once it has been processed.

  • In the case where an item is being returned that was part of a discount or promotion and the threshold for the discount has been crossed – the discount will be deducted from your refund.

  • We reserve the right to reject any returned items which are not returned in accordance with our returns policy. You would be liable for the return postage of the items back to you in this instance. Our returns policy does not affect your statutory rights.

  • We operate an ethical, fair business and we do everything we can to ensure your experience with us is positive. We recognise that you have a great choice of companies available to you and we appreciate that you have chosen Greenrock.