Hiisi Bespoke Warranty
Effective date: 2026-05-25
A simple summary
Every Hiisi Bespoke frame is machined, bonded and inspected by hand at our factory in Jyväskylä. We back it with a 5-year Frame Warranty for the first owner, worldwide.
On top of that, EU consumer law gives you protections that go beyond any warranty — coverage for defects based on the product's expected lifespan, and liability for injury or property damage from a defective product. We extend these same protections to every Hiisi owner worldwide as a matter of contract, not just to EU customers.
If a manufacturing defect ever appears, we'll repair or replace the frame. Third-party components (fork, shock, drivetrain, wheels, motor, battery) are covered by their own manufacturers' warranties — we help you coordinate those claims.
Accidents, fatigue after years of hard riding, and modifications are not warranty cases — but they are often cases where our Crash Replacement Programme can help.
The full terms below spell this out in detail.
HIISI BESPOKE WARRANTY
This Warranty is granted by Mahtisonni Oy (business name Pole Bicycles, Y-tunnus 3444291-5, VAT FI34442915), Riihimäentie 11 A 1, 40520 Jyväskylä, Finland, to the first registered owner of each Hiisi Bespoke bicycle.
The first registered owner is the person who placed the Hiisi Bespoke order with Pole (the Customer under the Hiisi Bespoke Delivery Terms), whether or not that person is the rider. Where the bicycle is bought as a gift, the person who placed the order is the first registered owner. No separate registration step is required.
It applies to consumer purchases made under the Hiisi Bespoke Delivery Terms and is incorporated by reference into those Terms. For business-to-business purchases, a separate warranty applies under Section 8 of the Hiisi Bespoke B2B Sales Agreement.
1. Scope — what this Warranty covers
1.1 Built in Jyväskylä, warranted by Pole. This Warranty covers the Pole-manufactured Hiisi Bespoke frame (the "Frame") — the CNC-machined aluminium frame components manufactured and assembled by Pole at its Jyväskylä factory using Pole's patented joining method. It is the part of your bicycle that we make ourselves, and it is the part we stand behind with this Warranty.
1.2 Components are covered by their own manufacturers. This Warranty does not cover any third-party components, including but not limited to: rear shock, fork, drivetrain (derailleurs, shifters, chain, cranks, cassette), wheels, hubs, tyres, brakes, rotors, handlebar, stem, seatpost, saddle, grips, headset, bottom bracket, wheel and hub bearings, cables and hoses, motor, battery, display, controller, sensors, and any other electronic or electrical sub-assembly. Each such component is covered by the warranty issued by its respective manufacturer. The Frame's own pivot bearings, pivot bushings, and pivot hardware are part of the Frame and are covered by this Warranty as set out in Section 4(j), not by this paragraph.
Pole will, on reasonable request, assist the first registered owner in coordinating warranty claims with third-party component manufacturers. Such assistance is offered as a goodwill service and does not constitute an extension of Pole's Warranty to those components.
1.3 Manufacturing defects. This Warranty covers defects in materials or workmanship introduced during Pole's manufacture of the Frame. Exclusions are set out in Section 4.
2. Warranty period and the rights that go with it
2.1 Five-year Frame Warranty. Pole warrants the Frame against manufacturing defects for five (5) years from the date of delivery to the first registered owner.
2.2 Worldwide. This Warranty applies on the same terms worldwide, regardless of where your Hiisi was delivered.
2.3 EU consumer protections, extended worldwide by contract. EU law gives consumers two forms of protection that go beyond any manufacturer warranty:
(a) Liability for defective products under the Finnish Product Liability Act (Tuotevastuulaki 694/1990), implementing EU Directive 85/374/EEC. This covers personal injury and damage to other property caused by a defective product, independently of any warranty, and is available for up to 10 years from the date the product was placed on the market.
(b) Liability for defects over the product's expected lifespan under the Finnish Consumer Protection Act (Kuluttajansuojalaki 38/1978, Chapter 5) and EU Directive 2019/771. A premium bicycle of this kind has a long expected lifespan, and EU consumers may claim for defects beyond the two-year minimum under the Directive where the expected lifespan justifies it.
As a matter of contract, Pole extends these same protections to every Hiisi owner worldwide. Customers outside the EU receive, by this Agreement, protection equivalent to what EU consumer law would provide if they were resident in the EU — including product liability for injury and property damage, and the expected-lifespan defect liability, meaning that we stand behind the Frame against manufacturing defects for the product's reasonable expected lifespan, not only the 5-year Warranty period.
2.4 How these work together. You have our 5-year Frame Warranty, plus the statutory (or contract-equivalent, if you're outside the EU) protections described in 2.3. You may rely on whichever gives you the stronger outcome in a given case. Nothing in this Warranty limits either set of rights.
3. Intended use — Category 5 (CAT5)
3.1 Built for hard trail riding. The Hiisi Bespoke Frame is engineered and warranted for Category 5 (CAT5) riding — aggressive trail riding, enduro, bike park use, technical descents, and drops within the documented limits of the Frame, ridden recreationally by a private owner.
3.2 A note on CAT5. Unlike ISO 4210 or ASTM F2043, the industry's Category 1–5 terminology is not a single standardised scheme. Different manufacturers apply the categories slightly differently. Pole's CAT5 rating reflects Pole's engineering envelope for the Hiisi Frame itself.
3.3 Components set the effective category. The Frame is built to the CAT5 envelope, but the effective category of the completed bicycle is set by its lowest-rated load-bearing component. For example, if the Approved specification includes a set of lighter CAT4 wheels — whether chosen by you or recommended by Pole for your intended use — the completed bicycle is effectively rated CAT4. The Frame itself remains CAT5 and is warranted as such; the bicycle as a whole is only as strong as its lightest-rated load-bearing component.
Mixing lighter component categories with a CAT5 Frame is a legitimate spec choice. Many Hiisi riders prioritise weight or feel over the last margin of impact capability, and Pole may itself recommend lighter components where they match your intended use. We'll walk you through the category implications of each component during the Build Consultation and document the effective rating in your final Build Sheet.
3.4 Where the Hiisi isn't designed to go. The Hiisi Bespoke isn't designed or warranted for:
(a) Elite-level competitive racing, unless separately agreed in writing; (b) Sanctioned downhill (DH) racing, slopestyle, or dirt-jump discipline use; (c) Use with a motor, battery, drive unit, or drivetrain configuration other than the one specified in the Build Order; (d) Commercial rental, demo fleet, instruction, guiding, or testing; (e) Any use inconsistent with the user manual supplied with the bicycle.
4. Where the Warranty doesn't apply
This Warranty does not cover:
(a) Fatigue fractures or failures attributable to cumulative use, fatigue cycling, or the Frame having reached or exceeded its design life. For the avoidance of doubt, "fatigue fracture" means a failure attributable to cumulative use cycles rather than to a defect present at delivery. A failure that occurs during the Warranty period and is attributable to a latent manufacturing defect is a warranty case even if it manifested through crack propagation.
(b) Wear and tear — surface scratches, chips, e-coating wear, decal degradation, pivot-bearing wear, and general aesthetic degradation.
(c) Crash, impact, or misuse damage — collisions, drops exceeding the documented limits of the Frame, post-delivery shipment damage, damage caused by rider error, and any use inconsistent with the user manual.
(d) Corrosion and environmental damage — damage from salt, chemicals, prolonged exposure to moisture, submersion, or improper storage.
(e) Modifications — any alteration to the Frame not carried out by Pole, including welding, drilling, machining, re-coating, heat treatment, finish stripping, or structural modification; this Warranty is voided with respect to any damage caused by or related to such modification.
(f) Unauthorised repair — repairs performed by any person other than Pole or a Pole-authorised workshop.
(g) Improper assembly or maintenance — incorrect torque values, non-specified fasteners or bearings, missed scheduled maintenance, or fitting of incompatible components.
(h) Use outside the Build Order configuration — fitting a fork, shock, motor, or battery not specified in the Build Order, or running geometry outside the documented range.
(i) Commercial use — rental, demo, instruction, guiding, testing, or any use other than private recreational use by the first registered owner.
(j) Frame pivot bearings, pivot bushings, pivot hardware, fasteners, and seals are part of the Frame and are covered by this Warranty against manufacturing defects. As wear items they are not covered for normal wear (and they do require routine service), but a failure caused by a manufacturing defect rather than by wear is a warranty case for the full Warranty period. Wheel, hub, headset, and bottom-bracket bearings are third-party components under Section 1.2.
(k) Third-party components — see Section 1.2.
Most of what's listed above are things that happen to bicycles over a long life of hard riding. They are not warranty cases — but many of them are cases where our Crash Replacement Programme (Section 9) can help you get back on the trail at a discounted price. Get in touch either way, and we'll see what we can do.
5. Burden of proof
5.1 Presumption period (EU consumers). For consumers domiciled in the European Union, any defect that manifests during the first twelve (12) months after delivery is presumed to have existed at delivery unless Pole can show otherwise. This follows EU Directive 2019/771 Article 11 as implemented in Finnish law.
5.2 After the presumption period. After the initial 12-month period — and throughout the full Warranty period for customers domiciled outside the EU — the burden of proof rests with the customer to demonstrate that the reported failure is a manufacturing defect present at delivery, and not fatigue, wear, corrosion, crash damage, modification, or other excluded cause.
5.3 Technical assessment. Pole may, in its reasonable discretion, require independent technical assessment of a reported failure — for example, laboratory fracture analysis, metallurgical inspection, or geometry measurement — to determine the cause of the failure. Where such assessment confirms a Pole manufacturing defect, Pole bears the cost of the assessment. Where the assessment shows fatigue, wear, crash damage, modification, or any other excluded cause, the customer bears the cost of the assessment.
6. Making a warranty claim
6.1 How to file a claim. To file a warranty claim, contact Pole at care@polebicycles.com within the Warranty period, providing:
(a) Your name, order number, and Frame serial number; (b) A clear written description of the defect and how it manifested; (c) Photographs clearly showing the defect and its location on the Frame; (d) The date the defect was first noticed and the circumstances of use at the time; (e) Proof of purchase.
6.2 Acknowledgement. Pole will acknowledge your claim within five (5) business days of receipt and advise on the next steps, including whether physical inspection, return shipment, or independent technical assessment is required.
6.3 Return shipment. Do not ship the Frame or bicycle back to Pole without prior written authorisation. Unauthorised returns may be refused. Where Pole authorises a return for inspection, shipping arrangements and cost allocation follow the Hiisi Bespoke Delivery Terms Section 5.2.
6.4 If you suspect a defect, stop riding and talk to us. Once a potential defect has been identified, continued use of the bicycle may worsen the damage — and a worsened part is harder to diagnose fairly for either of us. Stop riding the bicycle and get in touch with us as soon as you can; we'll take it from there.
7. Remedies
7.1 Pole's choice of remedy. Where a valid warranty claim is established, Pole will, at its reasonable discretion:
(a) Repair the Frame using Pole's patented joining method and original-specification components; (b) Replace the Frame with an equivalent Hiisi Bespoke Frame of the same or nearest available configuration; (c) Provide a credit against a replacement Build where repair or replacement is not practicable; or (d) Offer a refund equivalent to a fair depreciation-adjusted value of the defective Frame, where none of the above remedies is practicable.
The mandatory statutory hierarchy of remedies available to EU consumers under Kuluttajansuojalaki is preserved — Section 7.1 does not override the consumer's statutory right to choose between repair and replacement where Finnish law so provides.
7.2 Replacement Frame warranty. Where the remedy is replacement of the Frame, the replacement Frame is warranted for the unexpired portion of the original 5-year Warranty, or for ninety (90) days from the date of replacement, whichever is longer.
7.3 Time to remedy. Pole will carry out the chosen remedy within a commercially reasonable time, taking into account the lead times characteristic of the Hiisi Bespoke production process (up to 14 weeks for a full Build, and up to 6 months for certain custom components). Pole will communicate a target remedy date when the claim is accepted.
7.4 Consequential loss. Subject to mandatory consumer law, Pole is not liable for consequential or incidental losses arising from a warranty claim, including loss of use, missed events, missed rides or trips, travel costs, or the cost of transferring components from a defective to a replacement Frame.
8. First-owner warranty, statutory and contract-equivalent rights travel with the product
Our 5-year Frame Warranty is granted to you as the first registered owner. It reflects the bespoke consultation and the relationship we have with you as the person we built the bicycle for, and it does not transfer when you sell or gift the Hiisi.
Product liability for personal injury and damage to other property protects anyone harmed by a defective product — including a later owner or user — for up to 10 years from the date the product was placed on the market (in the EU by operation of law under the Finnish Product Liability Act, and elsewhere by the contract-equivalent protection in Section 2.3).
The expected-lifespan defect liability under the Finnish Consumer Protection Act, by contrast, is a right of the consumer who purchased the bicycle from Pole. It is not a transferable manufacturer's guarantee and does not, by itself, pass to a subsequent owner as a claim against Pole. A person who later acquires the bicycle has the consumer rights that apply between them and the party they bought it from.
If you wish to sell or pass on your Hiisi, Pole may offer a transfer, inspection, and certification service on request. Its availability, scope, and price are set out in Pole's published price list as in effect from time to time, and the service is provided once the applicable fee is paid, whether by the buyer or the seller. Pole may add, change, or withdraw this service through the price list without amending this Warranty.
9. Crash Replacement Programme
9.1 Purpose. Where the Frame is damaged through customer error, crash, impact, or other cause not covered by this Warranty, Pole offers a Crash Replacement Programme as a commercial goodwill programme to the first registered owner.
9.2 Discounted replacement — owner-funded. Under this programme, Pole will supply a replacement Frame or frame-related spare parts at a discounted price to the first registered owner, where:
(a) The damaged Frame is returned to Pole for inspection and taken out of service; (b) Inspection confirms that the damage is not attributable to a Pole manufacturing defect (which would instead fall under Section 7 above); (c) The configuration of the replacement Frame or parts is available under Pole's then-current Hiisi Bespoke production slot availability.
The Crash Replacement discount is determined case by case according to the component being replaced. Because different parts carry different margin structures, the discount that applies to a Frame may differ from the discount that applies to other frame-related spare parts; the applicable discount for a given replacement is communicated to the owner in writing at the time of the request. As an indication only — and not as a binding figure — the typical discount is in the region of 37 %. The precise discount applied to any specific replacement is the rate offered by Pole in writing for that replacement, or, where a published Crash Replacement price exists for the relevant part, that published price.
9.3 Insurance-funded replacement — full retail price. Where the replacement is funded by an insurance policy — that is, the owner is reimbursed by an insurer for the cost of the replacement, or the insurer or insurer's representative purchases the parts directly — full retail price applies, regardless of who places the order.
The reason is simple. The Crash Replacement discount is a goodwill benefit to the owner we built the bicycle for — not a subsidy to an insurer. Where an insurer has priced and sold a policy to cover the bicycle at its true value, that policy should pay the bicycle's true value, so that the goodwill rate remains available for owners who are footing the bill themselves. You are free to choose whether to claim on insurance or to purchase under this Programme at the discounted price; we simply ask that the choice be clearly one or the other.
Pole may require reasonable documentation to verify the funding source of a replacement (for example, a written statement from the owner that the replacement is not being reimbursed by any insurance policy).
9.4 Programme terms. The Crash Replacement Programme:
(a) Is available only to the first registered owner of the damaged Frame; (b) Is offered at Pole's discretion, and Pole may adjust or discontinue the programme at any time without notice; (c) Does not constitute a warranty, an admission of liability, or an extension of the Warranty — it is a separate commercial programme; (d) Does not cover third-party components (contact the relevant component manufacturer regarding any crash-replacement programme those manufacturers may offer).
10. Electric configuration — motor, battery, and electronics
10.1 Where the Hiisi Bespoke is supplied in its electric configuration, the motor, battery, display, controller, wiring harness, sensors, charger, and any other electrical or electronic sub-assembly are not covered by this Warranty. Each such component is covered by the warranty of its respective manufacturer (Section 1.2).
10.2 For safety-critical issues related to the motor or battery (for example, thermal events, unexpected shut-down, or charging faults), contact both Pole and the component manufacturer. Pole will coordinate with the component manufacturer on your behalf where reasonably possible.
10.3 Nothing in this Section 10 limits the product liability described in Section 2.3(a), whether arising under the Finnish Product Liability Act (Tuotevastuulaki 694/1990) or, for customers outside the EU, under the contract-equivalent protection offered by Pole.
11. Governing law and disputes
11.1 This Warranty is governed by Finnish law. For consumers, the mandatory protections under the Finnish Consumer Protection Act (Kuluttajansuojalaki 38/1978) and the Finnish Product Liability Act (Tuotevastuulaki 694/1990), as described in Section 2.3, apply alongside this Warranty without limitation. For customers outside the EU, the contract-equivalent protections described in Section 2.3 apply by agreement.
11.2 Disputes relating to this Warranty follow the dispute-resolution procedure set out in the Hiisi Bespoke Delivery Terms (for consumer customers) or the Hiisi Bespoke B2B Sales Agreement (for business customers). Consumers retain the right to bring proceedings before the Finnish Consumer Disputes Board (Kuluttajariitalautakunta) or the courts of their country of residence, as provided by law.
12. Contact
Mahtisonni Oy (business name Pole Bicycles) Legal address: Riihimäentie 11 A 1, 40520 Jyväskylä, Finland Factory / service address: Hämeenpohjantie 25, Halli 4, 40520 Jyväskylä, Finland Email: care@polebicycles.com Business ID: 3444291-5 VAT: FI34442915 EORI: FI3444291-5