Warranty Policies & Warranty Request Form
At e*thirteen, we design and build world-class bicycle components. 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. We’re here to help no matter the circumstance.
If you are an original owner and experience a problem with your product from defects in material or workmanship, your product will be repaired or replaced free of charge for a period of five (5) years from the date of purchase.
Exceptions:
- Carbon rims carry a lifetime warranty.
- Bearings carry a one (1) year no questions asked warranty - this includes bottom brackets and hubs.
- Vario Dropper Posts carry a lifetime warranty for cartridges and some wear components.
You’ll need an original purchase receipt whether for a complete bike or individual component.
You can submit a warranty request here: Warranty Request Submission Form
If you have any questions about our products or this policy, please submit a request via this form.
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. 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. To contact us about crash replacement discount, please submit a request via this form.
Carbon Care Wheel Protection
Carbon rim failure is covered by our lifetime carbon rim warranty. Please reference our carbon rim warranty policy 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.
Consumables and failures due to misuse include: Bushings - Bearings - Dented Rims - Worn Chainrings - Bashguards - Plastic Sliders and Wearplates - Pedal Pins - Chainguide Rollers - Worn Cassettes
Misuse
e*thirteen products are engineered for specific use cases. 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: e*thirteen 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. e*thirteen 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.
Please note: our service centers are located in Petaluma, California (USA); Traunstein, Germany; Nottingham, UK. Our EU office also handles support for customers in Switzerland.
If you live outside the EU, Switzerland or North America, you may obtain faster service by contacting your local distributor. Check our Distributor List HERE.
IMPORTANT: To process your warranty claim, we will require your Product Date Code. Find out how to locate yours here: How do I find my date/version code?
e*thirteen Carbon Wheel/Rim Warranty Program
e*thirteen carbon rims are warrantied to the original purchaser for the lifetime of the product. This warranty valid for rims on complete e*thirteen wheels or rims built on non-e*thirteen hubs. All warranties require proof of purchase showing name of purchaser matches name of person requesting warranty.
Complete e*thirteen wheels:
Under 1 year old – Initial failure: When a rim failure occurs, the original purchaser will be sent a complete new wheel and call tag to return the wheel with the failed rim to e*thirteen or its appropriate distributor.
Under 1 year old – Subsequent failures: When a subsequent rim failure occurs and the original purchase has already been provided a complete wheel replacement for the first failure, 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 wheel rebuild is the responsibility of the rider.
Over 1 year old: 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 rebuild is the responsibility of the rider.
**Note - Whenever possible, e*thirteen will replace the wheel or rim with the same model as the rim that failed. In cases where the model is no longer in production or available, the product will be replaced with the current model year equivalent. In some cases this may mean graphics or specs which are different than the original model. Additionally, e*thirteen reserves the right to replace the failed product with one that e*thirteen deems more appropriate for the riders use case.
The e*thirteen Vario™ Infinite Dropper Post includes a lifetime warranty on the internal Hydraulic Cartridge and Wear Components. This lifetime warranty applies to the original owner of the seatpost.
Wear components include:
- Collar
- Seal
- Travel Bushing
- Lower Bushing
- Keys
How it works: Fill out the e*thirteen Warranty request form, upload a copy of your purchase receipt, a photo of the internal parts needed and/or a photo of the production date code found on the cartridge (if the cartridge has failed) or lower tube of the seatpost itself (if wear components are needed). Once we have that info we will get the parts you need coming your way.
All other Vario Infinite components are backed by our 5 year manufacturer's warranty against manufacturing or material defects. Damage caused by crashes or other mishaps are covered by our crash replacement policy.