Warranty information

At Saddleback, we pride ourselves on our customer service and product expertise. We will always do everything we can to support you with your elite performance cycling products.

In addition to our regular 100-day returns policy on unused items, all items purchased from www.saddleback.co.uk are covered by our full two-year warranty against manufacturing defects from date of purchase. We will exchange, refund or repair (at our discretion) items proven to exhibit manufacturing or material faults in line with fair wear and tear. 

If you did not purchase your item direct from www.saddleback.co.uk, then please contact the dealer from which you purchased the product in the case of any warranty return. 

Please read the information below carefully to better understand warranty eligibility before contacting us or returning items. If you are still unsure whether your product is eligible for a warranty return, please email us at info@saddleback.co.uk or call 01454 285285. 

Please do not send any products back to us before being asked to do so by a member of the Saddleback customer service team. 

RETURNING WARRANTY ITEMS WITHIN THE FIRST 30 DAYS

For items that are damaged or have visible manufacturing faults upon receipt, please refer to our regular returns procedure here. 

Items that are proven to exhibit a manufacturing fault after use are eligible for replacement, repair or refund (at your discretion) within 30 days of delivery, even if you've used the goods. 

We will cover reasonable postage costs for this return. We recommend re-packaging the items securely and using a signed-for delivery service - we cannot be held responsible for items that do not reach us. 

Please fill in the warranty application form below to start the warranty process. Do not return your goods until instructed to do so by a member of the Saddleback customer service team.

RETURNING WARRANTY ITEMS BETWEEN 30 DAYS AND TWO YEARS

Items that are proven to have developed a manufacturing fault between 30 days of purchase and the end of the two-year warranty period are eligible for replacement, repair or refund (at our discretion). Or, if you prefer to keep the goods, you can request a partial refund taking into account the fault. All such claims are based on fair wear and tear. 

We will cover reasonable postage costs for this return. We recommend re-packaging the items securely and using a signed-for delivery service - we cannot be held responsible for items that do not reach us. 

Please fill in the warranty application form below to start the warranty process. Do not return your goods until instructed to do so by a member of the Saddleback customer service team. 

RETURNING CRASH DAMAGED ITEMS

Items damaged accidentally or through wear and tear are not eligible for warranty or return, however we may still be able to help you through our Crash Replacement Programme. 

View more details of brands and products eligible for our Crash Replacement Programme here. 

Warranty FAQs

Here are the warranty-related questions most frequently asked by Saddleback customers. If you can't find an answer to your question here, please get in touch with our customer services team at info@saddleback.co.uk or call 01454 285285.

Starting the warranty process

If you've read all the above information and believe your item meets the criteria for warranty replacement, start your warranty claim by emailing info@saddleback.co.uk with the following information:

• Product name 
  
• Description of product including size, colour etc. 
  
• Description of fault
  
• Your name 
  
• Your phone number 
  
• Your Saddleback.co.uk order number - or - Point of purchase name and phone number
  

Please include photos of:

• The item for replacement
  
• Any areas exhibiting the fault
  
• Proof of purchase (if not purchased from Saddleback.co.uk)
  

Data Protection:

Our warranty processes require some personal data in order to process a warranty request.

Personal data collected:

• First name
• Last name
• Email address
• Phone number

Where this data is stored:

This information is stored on a Microsoft secure-by-design, GDPR-compliant email server equipped with two-step authentication for additional security.

It may also be transferred to our secure ERP system in order to complete warranty processes.

What we use this data for:

We use this data to begin the procedure for processing warranty cases. Using this essential information, our warranty and customer service teams can contact you in a timely manner to update you on the status of your request and facilitate the return and replacement of items purchased from us.

How long we keep this data:

We will keep your information on file for the life of the product warranty or until you opt-out so that we can offer post-purchase services including warranty and crash replacement on items you have purchased. If you choose to remove this personal data, we may be unable to meet your post-purchase support requirements.

How to opt-out:

If you wish us to remove your data from our systems, please contact gdpr@saddleback.co.uk and we will be happy to help.

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