Please contact in all warranty cases or questions the shop where you purchased the part first. If it's a good shop, they'll help you out directly. If they can't help or don't know what to do, contact the distributor of your country OR get them to! If even this doesn't work contact us directly.
We can only help you if you help us by including as much relevant information about your wethepeople product as possible.
BEFORE YOU CONTACT US, PLEASE BE SURE TO READ ALL INFOS BELOW. THERE IS A HIGH CHANCE THAT YOU'LL FIND AN ANSWER TO YOUR QUESTIONS!
ONLY then, can we start to sort out the problem. Sending us photos (a variety) of the problem can really help (!), and your thoughts on how it might have happened or when you first noticed the problem. All these small things make our lives easier which means we have more time to effectively sort out the problem. thanks for understanding.
FAQ - Warranty
Wethepeople warranties the replacement of original wethepeople products due to defects in material and/or workmanship according to the following conditions:
COMPLETE BIKES:
COMPLETE BIKE FRAME/FORK LIMITED WARRANTY
Wethepeople offers a standard 12 month warranty against manufactures defects on all complete bike frames , forks and handlebars from the original date of purchase. This limited warranty applies to the original owner with proof of purchase (receipt). Frames, forks, and handlebars must not have been altered, painted, or sandblasted. Bending or denting of frames, forks, or handlebars is excluded from this warranty.
COMPLETE BIKE PARTS LIMITED WARRANTY
Wethepeople offers a standard 90 day warranty on all complete bike components for defects in workmanship from the original date of purchase, backed by a one on one consideration for cases that fall outside of this period. This limited warranty applies to the original owner with proof of purchase (receipt).
AFTERMARKET FRAMES, FORKS & PARTS:
AFTERMARKET FORK LIFETIME GUARANTEE: Please check out our lifetime guarantee section for more infos.
AFTERMARKET FRAME LIFETIME GUARANTEE: Please check out our lifetime guarantee section for more infos.
AFTERMARKET PARTS:
We offer a standard 90 day warranty for defects in workmanship, backed up by a one-on-one consideration by ourselves through your distributor (only) for cases that fall outside of this period.
INTERNATIONAL WARRANTY CLAIMS
All international warranty claims should be directed through the official wethepeople distributor in the country that you live in. To find out who the official wethepeople distributor is in your country click here.
Labor and transportation charges are not included. This warranty is valid to the original retail purchaser only! Proof of purchase is required to validate protection under this limited warranty.
Normal wear, accident, abuse, neglect, improper assembly, improper maintenance of parts or devices not consistent with the use originally intended for the bicycle as sold are not covered by this warranty. Bending of frames, forks, handlebars is excluded in this warranty. Bending is a sign of rider abuse, crash damage or similar and therefore is not covered in this limited warranty. Claims must be through an authorized dealer/distributor. This warranty is limited to replacing the defective part and the company shall in no event be responsible for special damages or personal injury.
Notice: The user assumes the risk of any personal injuries, damage to or failure of wethepeople frames, forks, handlebars, cranks, stems or any other product manufactured under the wethepeople name, and any losses if the wethepeople product is used in any competetive event. The return of the warranty registration of within 30 days of purchase is a condition precedent to coverage herin. Any bicycle that is purchased through mail order or over the internet must be assembled by an authorized wethepeople bicycle dealer mechanic. Any product that is not assembled by an authorized wethepeople bicycle dealer shall make the warranty void. Labor and transportation charges are not included. This warranty is valid to the original purchaser only. Proof of purchase (receipt) is required to validate protection under this limited warranty. Normal wear, accident, abuse, neglect, improper assembly, improper maintenance of parts of devices not consistent with the use orignally intended for the bicycle sold are not covered by this warranty.
This does not affect your statutory rights. Warranty terms may differ from country to country. If you wanna get sure, please contact your distributor.
PLEASE REGISTER ONLINE WITHIN 30 DAYS ON WWW.WETHEPEOPLEBMX.DE/REGISTERYOURBIKE OR FILL OUT AND MAIL YOUR WARRANTY CARD WITH A COPY OF YOUR ORIGINAL RECIEPT TO THE DISTRIBUTOR OF YOUR COUNTRY WITHIN 30 DAYS FOR THIS WARRANTY TO BE VALID.
GENERAL WARRANTY QUESTIONS
Have you got a lifetime guarantee on your products?
Some companies are offering lifetime warranties which at first glance seem like a good alternative, but what they often fail to make clear is that they are often very easily made void through some complex un-rider orientated small print. Lifetime guarantee does not equal a product that does not break and more than likely entails a long drawn out process to get a replacement if at all. We feel that our policy is more clear cut and straight than others' empty lifetime guarentee promises. You can find all infos about our aftermarket fram & fork lifetime guarantee here.
What counts as a defect in workmanship?
A defect in workmanship is any problem with a product that should have been noticed by our skilled quality control inspection prior to shipping. Problems that could fall into this category would be gaps in welds, crooked welding, missing threads, mis-alligned cable guides, over cnc'd steerer tubes etc. It is in fact any part of the manufacturing process that was completed incorrectly or missed. If something bends or breaks it is not necessarily such a defect, and all such defects need to be notified within the 90 days. Ideally such problems should be found before you begin to use the new product and if you do find something wrong get in touch straight away.
I have spoken with the shop where i bought my frame/bike/part and they said i should send the part to you direct?
This is not the case, and in the unlikely event that your local shop does not know how to deal with warranties they can contact the wethepeople distributor direct and ask. A list of all distributors and contact information is on this site under 'Distributors'. If you still have no joy you may send the parcel to the distributor direct, but be sure to contact them and us beforehand - remember that if your random product arrives in a warehouse of bike parts with no name or contact infos...it will go into long term unmarked storage and maybe lost. Label everything clearly and include all relevant information. In sending your product you accept all risk for problems during transit and should consider the issue of insurance carefully.
An exception to this might occur if your product is outside the usual 90 day warranty period. It could be your shop is not open to discussion about dealing with warranties that occur after the 90 days, this is understandable, they are also very busy and may not have the means to assess the product properly. In these cases talk to them and ask if they will at least talk with the distributor (point them here if they're unsure), it is important for the scene that riders have good contact with and use their local dealer. If you are still drawing a blank....and have read the rest of this page talk to us over our contact section.
I ordered my bike/frame/part in another country by mailorder. What do I have to do if I have a problem?
All warranties are dealt with through the shop where you bought the item and the distributors. We are happy to talk with you about any questions you have or if you just want to go over things with us but your replacements will be usually sent out from wherever you are.
Mailorder purchases made abroad will need to be returned to wherever you bought them and that country will handle any replacements!
Do i require a proof of purchase, what is that exactly?
Yes you will require proof of purchase. The original sales reciept or invoice is considered proof or purchase for the lifetime warranty. Without this information we cannot be certain that you're the original owner and this can void your warranty. If you do not have it... talk to us, we will consider things one on one and do what we think fair... such rules are only to prevent some from taking advantage of our good will.
TECHNICAL WARRANTY QUESTIONS
If i grind out my dropouts do i void my warranty?
All our frames/forks now come with 14mm dropouts except the flatland frames/forks so there should be no need. However if you have a slightly older frame model and want 14mm dropouts you will not void your day warranty if you keep away from the welds and do a good job. This applies only if your frame does not fail in exactly that area. We have introduced the lifetime warranty on all forks purchased on or after 1st June 2005, but if you grind out or alter these forks your warranty WILL be void. On older models we will consider each case individually.
If I machine my dropouts from 10mm (3/8") to 14mm, will this void my warranty?
As long as you do a good job and nothing happens to the frame or the dropouts, the warranty still stands.
Repainting my forks, will this void my warranty?
Our forks are strong, guaranteed (lifetime) but they are strong because we designed them that way and are careful about every detail. We do not recommend subjecting your forks to sandblasting treatments prior to re-painting. In fact we strongly suggest against it and will not warranty forks that have undergone this process.
Repainting your frame, will this void my warranty?
Our frames are designed, not simply put together bits of steel. This means that parts of the frame are very refined, we balance the limits of what is possible with steel and so we cannot advocate harsh treatments like sandblasting. If you sandblast a frame you remove a surface of the metal & seriously affect/damage tubes and welds. So if you want to repaint your frame, sand it off a little with sandpaper and spray over the original colour. If you send your frame for sandblasting (to remove the paint), there is a very high chance that we will not warranty your frame. It's that simple. In years gone by (i.e. prior to 2001), sandblasting was not such an issue because tube thicknesses were much thicker and the effects had less effect on the overall frame strength.
I cut down my handlebars will I void my warranty?
As long as you do a good job and nothing happens to the tubes (other than the fact that you just cut them), the warranty still stands. The same goes for your fork steerer tube, just remember about the threads.
I have bent my bars, does that count as warranty or not?
No. Despite wethepeople using only the best materials and manufacturing, any handlebar will bend if you crash hard enough or throw your bike far enough. If you think that there is a manufacturer failure at fault then get in touch with your dealer or distributor. Bars are usually the first item to get damaged if you bail or crash anything, the forces involved are often much greater than they might appear and you should be aware of that when asking about warranty.
I have stripped the threads on my stem, can you warranty it?
No. Stripped or stretched threads and pinched stems do not count as warranty. Such problems are more to do with incorrect installation or over tightening than product failure. To help avoid such problems we recommend that you grease all bolts and use only sufficient force to keep things tight; using an extention or overkill on tightening is not required and will lead almost certainly to product failure.
You said that you would warranty my product, but do i have to take the same product in exchange?
Not necessarily. However it depends on whether the distributor has the exchange product you want in stock. We/your dealer can agree for example frame exchanges where the value is the same or it is sometimes possible to agree with the shop/distributor for you to pay the difference on something else. We will always try to work something out with both yourself and the dealer/distributor.
Final Comment
We at wethepeople are commited to designing and making the best bmx products available to riders.We use the best materials and manufacturing available to create quality products that are designed for bmx, designed to be ridden. We don't claim that our products won't wear out through repeated use or that our bikes are unbreakable - these are unrealistic claims and anyone making them is not being honest. Wethepeople are however on your side and will try in any event to do more for you than any other company out there. Riders for riders. We appreciate your business and are commited to keeping our riders happy.