Warranty, returns and exchanges

Here you will find answers to any questions you might have related to the warranty on your Islabike as well as our returns policy and procedures.

If you have any questions that are not here or need any other information please do not hesitate to contact us on +44 (0)800 008 6297 or info@islabikes.co.uk

What warranty comes with my new Islabike?

Your Islabike comes with a 5-year guarantee on the frame and forks along with a 2-year guarantee on the components. This covers manufacturer faults, but not normal wear and tear. This guarantee only applies to the original purchaser of the Islabike.

Clearance Bikes

Second Hand – 12 months guarantee on frame and forks.

Ex-Display/Demo – 5-year guarantee on frame and forks and 2-year guarantee on parts.

Your statutory rights are not affected by the guarantee.

As with all mechanical components, the bicycle is subjected to wear and stress. Materials and components may react to wear or stress fatigue in different ways. If the design life of a component has been exceeded it may suddenly fail, possibly causing injuries to the rider. Cracks, scratches or a change of colour could indicate that the design life of the component has been reached and it should be replaced. Extra care should be taken in inspection of parts that are subjected to high levels of stress.

Our warranty is valid in the country that your bike was shipped to, or any of the countries listed on our delivery page. If you privately export your bike beyond any of the countries we deliver too we will not be able to provide warranty or technical support.

I have purchased a second hand Islabike, is the original warranty still valid?

The warranty only applies to the original purchaser of the bike. If you do have any issues or questions about your bike please do not hesitate to get in touch with our customer service team on +44 (0)800 008 6297 or info@islabikes.co.uk

I am having a problem with a certain part of my bike and would like to know if this qualifies as a warranty situation?

Please email in details of your question or concern to techsupport@islabikes.co.uk or please call us on +44 (0)800 008 6297.

My Islabike is out of its warranty period but has a problem, what can I do?

Our technical support team will be happy to help with any question or issue you have with your Islabike. Please email techsupport@islabikes.co.uk or call +44 (0)800 008 6297 with your question or query.

Does the warranty cover racing events?

Our bikes are not guaranteed for racing in sanctioned or competitive events. The use of a bicycle in hazardous conditions including changeable and uneven surfaces can put high, unpredictable loads on the bicycle and its components. Lack of rider skill and experience can further increase these loads leading to the possibility of serious damage to the bicycle and/or injury to the rider. If you choose to participate in these events then please carry out more frequent and thorough maintenance and checks, including regularly inspecting the frame, fork, stem, cranks and handlebars for signs of damage. Discontinue use immediately if anything untoward is spotted and contact our technical support team on +44 (0)800 008 6297 or email techsupport@islabikes.co.uk.

What is the returns policy?

Please don’t worry if you are not completely satisfied with your new Islabike or it does not fit perfectly. Providing the bike has been used for no more than a short test ride on a clean, dry surface we will collect the bike at our expense and offer our customers a free exchange or full refund at any time during the first 90 days after delivery.

Your statutory rights are not affected by this.

How do I return or exchange my Islabike?

If the item is not as expected when you receive it or if you would like to arrange an exchange or return, please notify us first by calling +44 (0)1584 856 881 or emailing techsupport@islabikes.co.uk.

Parcels that are returned to us remain the customer’s responsibility and a refund will not be given until we have safely received your bike undamaged. We have full packaging instructions available to assist with the safe return of a parcel.

If you have any questions about returning goods, please contact us at techsupport@islabikes.co.uk or ring us on +44 (0)800 008 6297.

How do I return my part or accessory?

Please call our customer service team on +44 (0)800 008 6297 or email us at info@islabikes.co.uk. We will then be able to inform you the address to send it back to and how to proceed.

Once we have received your item we will refund your card and email to confirm that this has been processed.

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