Wheel Warranty

WARRANTY POLICY

We value our customers and strive for excellent customer satisfaction. Each new wheel bought from this website as well as from certified dealers listed on our website carries a 3-year warranty. Our warranty is a statement of STOXbyHand continuing commitment to making high quality products. 

When does the RIM warranty begin? How long does it last?

The 3-year limited warranty on rims begins the date that the wheels are delivered. It ends on the same date three years later.The warranty period applies to the original purchase date and does not reset if there is a replacement rim or other part.

When does the STOX Hub warranty begin? How long does it last?

The lifetime limited warranty on STOX hubs begins the date that the wheels are delivered. The warranty on bearings and Freehub ends on the same date three years later.The warranty period applies to the original purchase date and does not reset if there is a replacement of hub parts.

Hub body, axle and encaps lasts last for the lifetime of original ownership of the wheels.

Which wheels are covered under the warranty?

All new wheels purchased from the www.stoxbyhand.com website as well as the certified dealers found on website are covered under the warranty.

Are secondhand wheels under warranty?

The warranty program is not transferable and only applies to the initial purchaser.

What is covered under the warranty?

The warranty covers wheels, spokes, nipples, and hubs. The limited warranty only covers issues caused by non-external factors during the warranty period. We offer replacement in case of defects in materials or workmanship.

What isn’t covered under the warranty?

• Vulnerable parts such as bearings, valves, quick releases, thru axles, and brake pads.
• Improper assembly or maintenance.
• Installation of parts, accessories, or tires that are not originally intended for, or compatible with, the rims/wheels.
• Damage or failures caused by a crash, accidental damage, misuse of the product, heat damage (typically caused by the wheel sitting too close to vehicle exhaust), non-compliance with manufacturer specifications of usage, or any other external factors.
• Use of straight gauge spokes.
• Exceeding the wheel’s maximum weight limit
• Exceeding the tire pressure found on the wheel’s product page
• Riding in terrain and conditions not suitable for the type of wheels ridden
• Using a wheel not designed for eMTB riding on an eMTB

What about shipping and taxes?

If any manufacturing defect is noticed within 30 days of the product being received, STOXbyHand is obligated to replace the rim, hub, spoke, or spoke nipple in question as well as pay any shipping costs. If any manufacturing defect occurs after 30 days and up to 3 years after the delivery date, STOXbyHand is obligated to replace the rim, hubs , spokes, or spoke nipple. After the 30 day period, the customer is responsible for the shipping costs.

If the product has an issue and is sent to an authorised STOXbyHands service centre, we will bear the cost of any shipping fees associated only if the cause is related to manufacturing. If the issue was caused by external factors, the customer will be responsible for the shipping fees.

What if my wheel is no longer available on the website?

If STOXbyHand no longer makes the rim, hub, spokes you purchased, we’ll upgrade you to the newest equivalent model at no extra cost.

How to file a warranty claim?

First point of call is to contact STOXbyHand. We will then contact you with your quote and further information.

Where can wheels be serviced?

While your wheels are under warranty, we can have your wheels serviced at one of our service centers or the one at our headquarters. After you submit your warranty claim and we contact you, we will tell you where your wheel can your wheel be serviced.

CRASH REPLACEMENT POLICY

Unfortunately, accidents happen. ESTOXbyHand offers a unique service for our customers whose wheels have been damaged by external factors such as a crash.

What is covered under the Crash Replacement Policy?

To help you in your time of need, STOXbyHand offers replacement rims, spokes, and hubs at a discounted 40% off RRP price. Contact us for a replacement quote.

Are all wheels covered under the Crash Replacement Policy?

All wheels purchased from the STOXbyHand website are covered aside from a few exceptions. 

How do I get a replacement quote?

Contact STOXbyHand first. We will then contact you with your quote and further information.

For how long can I take advantage of the crash replacement policy?

All wheels purchased from the STOXbyHand website come with a standard 3-year warranty. The crash replacement policy lasts as long as the warranty.

CONSUMER ADVICE

About useful life cycles

Every part of a bicycle (wheels, frames, handlebar, tires, etc) have a useful life cycle. The life cycle depends on many factors, for example technology, the rider’s weight and power, maintenance, construction, materials, type of riding, use of aggressive cleaners, impacts, falls etc.

About normal wear and material fatigue

Components are subject to normal wear, including surface wear, but also “material fatigue,” which basically means of the progressive separation of the molecular structure, which is essentially an invisible micro-fracture that grows with time, weakening to the point of sudden failure when the crack is of sufficient size. “Fatigue” is initially difficult to see. In order to reduce the risk of an accident, it is important to monitor for wear and recognize the early signs of fatigue before a sudden failure could occur.

Getting Wheels Inspected

To err on the side of caution, we recommend you have a qualified mechanic frequently inspect all parts of the bicycle for micro-fractures, cracks, wear, corrosion, deformation, paint damage, dents and any other indicators of problems before they could result in product failure. Visual enhancers like penetrating fluids are recommended as not every potential issue is easy to identify.

Replacing a part

Any product that has become worn out, has lost its structural integrity, or shows any indicator of fatigue or damage should be immediately replaced. This is to reduce the possibility of a future accident that could result in serious injuries.

Staying Safe

There are risks inherent in cycling, and factors such as improper maintenance, lack of frequent inspections, poor visibility, night riding, harsh weather conditions greatly increase these risks. It is recommended that you have an experienced mechanic help you with maintenance and inspections. It is also strongly recommended that you use a properly-fitted helmet, wear high-visibility bike wear, use bike lights, and equip rear view mirrors. These are important but cannot completely eliminate all risks.