Warranty and After-Sales Policy
I. Transportation Risks and Claims
1. Problems Found after Signing for the Package in Good Condition
If the outer packaging appears undamaged upon delivery, please keep the waybill and the original packaging.
If the product is damaged after unpacking, you must provide a photo of the waybill, a six-sided picture of the packaging, and a close-up photo of the damaged part within 7 days after delivery. WinKnow will assist you in claiming compensation from the courier company.
2. Handling of Severely Damaged Packaging
Please note "Reject Signature Due to Damaged Outer Packaging" visibly and legibly on the courier bill on the spot. Take photos of the damaged packaging and waybill (with the courier bill number clearly displayed), and send them to service@winknowbike.com within 24 hours.
Recommended Operation: Apply for a claim number from the courier company first, and synchronize the number to WinKnow. We will follow up on the compensation negotiation throughout the process.
3. Handling of Lost Packages
If the logistics information is stagnant for more than 5 working days or displays abnormalities, please contact us immediately. WinKnow will assist in initiating an investigation by the courier company. We will reissue or refund the package within 10-25 working days after confirming the loss.
II. Warranty Scope and Time Limit
1. Warranty Policy
We value our customers and are committed to providing excellent customer satisfaction. Every time a new set of WinKnow wheels or rims is purchased,
All WinKnow wheelsets come with a comprehensive warranty of 3 years from the date of receipt, covering material or workmanship defects,
Intended to provide you with peace of mind and worry free protection in case of any unexpected issues you may encounter while using the wheelset or wheel rims.
2. Details of warranty service
If product defects are discovered and reported within 2 months, WinKnow will be responsible for replacing the defective parts and bearing the shipping costs. After this period, the customer will be responsible for shipping costs and any taxes and duties that may apply.
As a manufacturer, we offer products at the most competitive prices with limited profit margins. In any warranty situation, we only bear the cost of replacing parts and the shipping cost in the above situations. Other expenses (including but not limited to import tariffs, taxes, labor costs for disassembly and reassembly, and replacement costs for non original parts) are not within our scope of responsibility.
3. Cost Description
Excluded costs: import tariffs, labor costs for disassembly and assembly, and replacement costs for non original parts.
Dispute resolution: In the event of a quality dispute, the product must be sent to the testing center designated by WinKnow (transportation costs are borne by the party initiating the claim). The third-party organization will issue a report to determine the attribution of responsibility.
4. Scope not covered by warranty
Damage caused by human or external factors, such as collisions, overloading, high tire pressure, improper use on unpaved roads, etc;
Unofficial operation: self modification, use of incompatible accessories, and improper installation or maintenance by non certified technicians;
Vulnerable parts: bearings, valves, quick release rods, bucket shafts, brake pads (normal wear is not covered by warranty);
Damage or malfunction caused by collision, accidental damage, product misuse, thermal damage, non-compliance with manufacturer specifications, or other external factors.
Exceeding the weight limit of the wheelset or tire pressure, as well as riding in unsuitable terrain or conditions.
III. Collision Replacement Policy
Applicable Conditions: If the wheelset is damaged due to a riding accident, you can apply for a 30% discount on replacement parts within 3 years after purchase.
Restrictions: Only parts of the same model are available. Photos of the accident scene and the product serial number must be provided. Each customer is limited to one application.
IV. Return and Exchange
1. Return and exchange conditions
Product does not match order: If the received product does not match the order PI, please submit panoramic photos with the product serial number and product packaging photos within 7 days of receipt.
Return and exchange product status: The product must be unused, scratch free, and the accessories and packaging must be kept intact.
2. Return and exchange process
Contact customer service for returns and exchanges,
Return the product (shipping insurance must be purchased).
Returns for personal reasons: If you need to return or exchange a product for personal reasons, please contact our customer service within 7 days of receiving your order. The return shipping costs and any related taxes will be borne by you. We recommend that you use a trackable shipping service to ensure the safe delivery of your return.
V. Consumer Notices
Evidence Retention: It is recommended to take a full unpacking video when signing for the product (covering the waybill number and product status). The video must be continuous and uncut.
Privacy Protection: Please cover or destroy the personal information on the waybill before discarding the packaging.
Legal Statement: This policy complies with Article 24 of the Consumer Protection Law. WinKnow reserves the right of final interpretation. Disputes can be submitted to the court with jurisdiction over the place where the goods are shipped.
VII. Please note! !
We allow consumers to cancel orders before the delivery time specified on the website
We allow consumers to apply for returns and exchanges within 14 days (14 days or more) after signing for the goods.
If the return is caused by the consumer's own reasons, the consumer shall bear the shipping costs. The specific costs are subject to the courier company you choose.
If the goods you receive are damaged or the product information is inconsistent due to our reasons, the consumer does not need to bear the resulting shipping costs.
Customer Support
Email: service@winknowbike.com (response within 24 hours)
Emergency Hotline: +86-592-6054625 (available on working days from 9:00 to 17:30 GMT+8)