FAQ

e*thirteen Lifetime Carbon Rim Warranty

 

e*thirteen carbon rims are warrantied to the original purchaser for the lifetime of the product. This warranty is valid for TRS Race or LG1 Race carbon rims on complete e*thirteen wheels, or rims built on non-e*thirteen hubs. All warranties require proof of purchase.

 

Rims on complete e*thirteen wheels

Within 1 year from date of original purchase: When a rim failure occurs, the original purchaser will be sent a complete replacement wheel and call tag to return the wheel with the failed rim to e*thirteen or its appropriate distributor.

Over 1 year from date of original purchase: When a rim failure occurs, the original purchaser will be sent a replacement rim and call tag to return the failed rim to e*thirteen or its distributor. The cost of the rebuild is the responsibility of the rider.

 

e*thirteen carbon rims built on non-e*thirteen hubs:

When a rim failure occurs, the original purchaser will be sent a replacement rim and call tag to return the failed rim to e*thirteen or its appropriate distributor. The cost of the wheel rebuild is the responsibility of the rider.

Click here to view the full article »

/hc/en-us/articles/360000645352-e-thirteen-Lifetime-Carbon-Rim-Warranty
The Hive warranty policy

At the Hive, we design and build world-class bicycle components. However, while we go to great lengths to perfect our products through meticulous manufacturing and engineering processes, defects can still occur.

If you have an issue, the first thing to remember is to stay calm. We understand that despite our best efforts, you may have issues with the performance component you purchased. If you approach the situation with a good attitude and give us the real story, then we’re here to help no matter the circumstance.

If you are an original owner and experience a problem with your product due to manufacturing defects, your product will be repaired or replaced free of charge for a period of five (5) years from the date of purchase. Carbon rims carry a lifetime warranty and bearings carry a one (1) year no questions asked warranty. You’ll need an original purchase receipt whether for a complete bike or individual component.

If you have any questions about our products or this policy, please write to: support@bythehive.com or support.eu@bythehive.com for our EU customers.

 

Crash Replacement

We know that everyone crashes sometimes. Since we’re just as accident prone as you, we think it’s important to offer a generous crash replacement policy of 35% off MSRP. All that’s required is a proof of purchase and that the product be under three (3) years old. Depending on where you are and what component you destroyed, we may ask you to send the broken parts in for inspection so we can learn from the experience. This policy also applies to things like not using a torque wrench or driving into your garage with your bike on the roof.

 

Carbon Care Wheel Protection

Carbon rim failure is covered by our lifetime carbon rim warranty. Please reference our carbon rim warranty document below for details. 

 

Consumables

Please remember your bike requires frequent maintenance and replacement of components subject to wear and tear, which are not covered by the Crash Replacement Policy.These items Consumables include: Misuse - Bushings - Dented Rims - Worn Chainrings - Bashguards - Plastic Sliders and Wearplates - Pedal Pins - Chainguide Rollers - Worn Cassettes

 

Misuse

Products by the Hive are engineered for specific use. For example, you should not be using an XC component on a DH bike. If we suspect you’re misusing your component, we may opt to upgrade you to a component more suitable for your riding style; otherwise, you’ll still have the option to go with our generous crash replacement policy.

 

The Fine Print: The Hive and its agents retain sole discretion as to whether a problem experienced with your component is due to a manufacturing defect and is hence covered under this warranty policy. The Hive retains sole discretion whether to repair or replace defective components. This warranty does not apply to products that have been modified. This warranty gives you specific legal rights, which may vary by location. This warranty does not affect your statutory rights. This warranty does not cover damages caused by the use of parts from different manufacturers or the use of non-approved chain lubricants or cleaners.

Click here to view the full article »

/hc/en-us/articles/204737795-The-Hive-warranty-policy
How do I submit a warranty claim?

First off, we're sorry you are having a problem, rest assured we are here to help.

You can submit a help ticket directly by clicking the red "Help" button in the lower left corner of this window.

If you are in the USA, you can contact us via e-mail at support@bythehive.com.

If you are in mainland Europe you can either contact our EU office at support.eu@bythehive.com, or reach out to your local distributor.

Please make sure to include the following information in your email:

  • Name
  • Shipping Address
  • Phone
  • Email Address
  • Product name, type and specs:
    • For wheels please note the following: 29 or 650, 28 or 32 hole, boost or non-boost spacing.
    • For TRS+ Dropper posts please note: 30.9 or 31.6 and 125, 150 or 170 drop.
  • Detailed description of product issue along with photos or videos.
  • Purchase receipt for the product or the bike the product came on
  • Production date code (alpha-numeric code found on product)
    • Location on product:
      • Rims - Under rim tape.
      • Cassette - On the faces of each steel/alloy section at the location where they interface.
      • Cranks - on crankarm behind pedal
      • Hubs - on flange
      • Seatpost - below max height line on lower tube

All others please contact your local distributor

 

Click here to view the full article »

/hc/en-us/articles/208010396-How-do-I-submit-a-warranty-claim-