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Pole Service Portal / Start here / Product liability and warranty

1.Product liability and warranty #

1.Product liability and warranty

INTERNATIONAL WARRANTY

LIMITED FIVE YEAR CNC MACHINED FRAME WARRANTY – MADE IN FINLAND

Pole Bicycles Company Oy will repair or replace at its option and discretion, any CNC frame or CNC part made by Pole Bicycles Company Oy we determine to be defective in materials or workmanship. The warranty will be in effect for 5 years (60 months) but not limited to the original owner*. Notwithstanding the foregoing, frames purchased prior to April 21st, 2021, are covered under the previously-existing warranty for two years from the original date of purchase.

*If the bike is sold during the 5 years (60 months) term, a Proof of Purchase or Proof of Ownership must be transferred to the new/current owner to be eligible for any warranty claims.

LIMITED TWO YEAR WARRANTY ON ALL OTHER FRAME MODELS – MADE IN TAIWAN

Pole Bicycles Company Oy will repair or replace at its option and discretion, any frame or part made by Pole Bicycles Company Oy we determine to be defective in materials or workmanship. The warranty will be in effect for 2 years (24 months)*. Notwithstanding the foregoing, frames purchased prior to April 21st, 2021, are covered under the previously-existing warranty for two years from the original date of purchase.

*If the bike is sold during the 2 years (24 months) term, a Proof of Purchase or Proof of Ownership must be transferred to the new/current owner to be eligible for any warranty claims.

LIMITED ONE YEAR WARRANTY ON ALL COMPONENT PARTS – NOT MADE BY POLE BICYCLES COMPANY OY

Pole Bicycles Company Oy will repair or replace at its option and discretion, any component or part not made by Pole Bicycles Company Oy we determine to be defective in materials or workmanship. The warranty will be in effect for 1 year (12 months)*. Notwithstanding the foregoing, component parts purchased prior to April 21st, 2021, will still be covered under the previously-existing warranty for two years from the original date of purchase.

*If the component part is sold during the 1 year (12 months) term, a Proof of Purchase or Proof of Ownership must be transferred to the new/current owner to be eligible for any warranty claims.

BOSCH E-BIKE GLOBAL SERVICE NETWORK

Bosch offers service and support for all E-bike products within the following regions;

EU27 – Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden

NO – Norway

CH – Switzerland

AUS – Australia

NZ – New Zealand

USA – United States of America

CAN – Canada

JP – Japan

GB – Great Britain

KR – South Korea

All warranty issues, services concerns, and motor and battery support should be raised with an accredited Bosch Service Dealer or Expert. Details on specific geographical service support can be found here.

SERVICE AND WARRANTY LIMITATIONS OUTSIDE OF THE GLOBAL REGIONS LISTED ABOVE

Outside of the Global Regions listed above, customers must contact Pole Bicycles directly in the event of a Bosch Service inquiry. All Pole Bicycle customers outside Global Regions with Bosch E-bike motor equipment fitted to a bike must contact us via the Pole Contact Support Page here.

PLEASE NOTE – Outside Global Regions (listed above), Pole Bicycle Company Oy will only provide service or warranty support for Bosch motor components (not batteries). Outside Global Regions, Battery components and PowerTube units are NOT covered under the Pole Bicycle Company Oy Bosch Service or warranty Support.

All motor items returned to Pole Bicycle Company Oy for inspection and diagnosis, including return shipping, will be done at the customer’s own risk and expense.

Bosch service dealer network

WARRANTY TERMS

We, Pole Bicycle Company Oy, warrant that we shall, according to the terms of this limited international warranty, repair, or a service point authorized by us shall repair, any material or manufacturing defects for the original customer, subject to our discretion either by:

  1. a) repairing the product or its part,
  2. b) replacing the product or its part with a new or serviced replacement product or part, which may be a similar successor model product or part and possibly of a different color than the replaced product or its part,

Or

      c) refunding the purchase price of the product.

Pole Bicycles Company Oy will at their sole discretion, make the decision themselves as to which option to pursue and implement in the case of a valid and clear warranty. In the event that option c) is deemed the most appropriate solution, Pole Bicycles Company Oy, reserve the right to offer a reasonable amount or percentage of the market value of the frame or component, in light of its use, condition, and fair and reasonable maintenance of the duration of its use.

In the above situations, we will cover reasonable shipping costs.

The consumer shall have the rights according to the national legislation. This warranty shall not limit the consumer’s rights under the valid national legislation, nor the rights based on purchase agreements or sales contracts with respect to the seller.

Should a product or its part be replaced or the agreed price of the product be refunded to the consumer, the ownership of the replacement product or its part shall be transferred to the consumer, and the ownership of the replaced or returned product or it’s part shall be transferred to Pole Bicycles Company Oy.

We shall grant the replaced product or its part or the repaired product a warranty that corresponds to the remaining period of warranty of the original product.

Utilizing and applying the warranty may require the consumer to answer questions by means of which we will attempt to identify possible problems or defects relating to the product.

Our warranty does not cover product assembly or installation work or costs or possible additional costs incurred by model changes.

In all warranty cases, a valid proof of purchase/proof of ownership must be in place for a warranty case to be considered. If a product is sold during the term of the warranty coverage (within the time frame mentioned above) it is the responsibility of the seller to transfer the proof of purchase to the new owner.

THE AFOREMENTIONED LIMITED WARRANTIES DO NOT COVER:

Normal wear or cosmetic damage such as scratches, dents, hollows, corrosion, impressions, and abrasions;

Defects caused by careless and poor handling;

Damage caused by incorrect care, overloading, negligence (for example, insufficient maintenance of bearings or suspension components) or accidents, such as falling over, colliding, falling, fire, or being crushed;

Changes made to the product, such as engravings, paintings, or changes to the frame and defects and damage caused by these;

Wearing parts such as wheel tires and shafts; unless the damage is due to a material or manufacturing defect;

Damage caused by maintenance measures carried out by a party other than Pole Bicycle Company Oy or a service point recognized and authorized by us;

Damage caused by lack of fair and reasonable maintenance measures carried out during the duration of the warranty period;

Products bought second-hand; unless the local legislation prescribes otherwise;

Defects due to normal wear or to another normal and reasonable aging of the product;

Professional or commercial use; such as using the product in competition or commercial activities and the defects or damage caused by that;

Defects, damage, or personal injury caused by extreme stunts or attempted extreme stunts comparable to competition activities;

Personal injury to the rider as a result of any of the aforementioned above warranty exclusions;

Nor

Excessive strain caused by incorrect fitment of third party components, use or miss handling;

We do not warrant the compatibility of the product with products and spare parts provided by third parties (from other manufacturers). This includes, but not limited to; incorrectly tuned shocks, excessive shock spring rate, and an under or overdamped shock.

We reserve the right to reject warranty claims concerning products that have been acquired and/or used contrary to the national laws of the consumer’s home country.

This warranty is limited to countries where we sell or market the product ourselves or through authorized retailers.

For more information on this warranty, please contact us by email at service@polebicycles.com or by telephone at +358 50 436 7350.

Limitation of liability

We will not grant any warranties to the user instructions of the product or to the unusual use of the products described in the user instructions.

WE SHALL NOT, UNDER ANY CIRCUMSTANCES, BE LIABLE FOR SECONDARY, SPECIAL, INDIRECT, OCCASIONAL, DIRECT OR CONSEQUENTIAL DAMAGE, LOSSES OR EXPENSES, OR THE INABILITY TO USE THE PRODUCT, WHICH ARISES FROM THE PRODUCT OR MAY BE CONNECTED TO THE PRODUCT, IRRESPECTIVE OF WHETHER THEY ARE DUE TO THE MISUSE, INCORRECT USE, CORROSION DAMAGE, INCOMPETENT USE OR DEFECT OF THE PRODUCT. THE ABOVE LIMITATIONS MAY NOT CONCERN ALL CONSUMERS IF ANY STATE DOES NOT OR STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF SECONDARY OR CONSEQUENTIAL DAMAGE.

We reserve exclusive rights to decide whether:

  1. The product will be repaired,
  2. The product will be replaced by a new or serviced product, or

c)The purchase price or part thereof will be refunded.

ONE OF THESE COMPENSATIONS IS THE ONLY LEGAL REMEDY OBTAINED BY THE CONSUMER UNDER THE LIMITED INTERNATIONAL WARRANTY GRANTED BY US. THE DECISION PERTAINING TO THE VALIDITY AND THE ACTIONS TAKEN IN THE EVENT OF A LEGITIMATE LIMITED WARRANTY, REMAIN THE SOLE DISCRETION AND DECISION OF POLE BICYCLES COMPANY OY.

We shall not be liable for anything caused by the products of third parties (for example other manufacturers) to our products.

We shall not be in any way liable for the functioning or malfunctioning of the products or services of third parties (for example other manufacturers), of their usability in connection with our products, or for the safety of a product or service of a third party, nor are we liable for anything else caused by a product or service of a third party or related to these.

© 2021 Pole Bicycle Company Oy. No part of this publication may be copied, edited, distributed, or used without prior written consent by Pole Bicycle Company Oy. All rights and rights to changes are reserved.

Warranty and Liability terms for all Pole Bicycle bought from BEFORE 8_9_2020

Warranty and Liability terms for all Pole Bicycle bought from 08.09.2020 to 21.04.2021

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Last updated on 23.12.2021
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