Warranty

PLEASE VISIT THIS LINK TO FILL IN OUR ONLINE WARRANTY CLAIM FORM TO SUBMIT YOUR ISSUE TO US.

Our aim with United warranty is to help you as the rider resolve any problem swiftly and efficiently. We understand that accidents can happen and part of our objective is to have all our customers back on their bikes as quickly as possible.

HOW DO I SUBMIT A CLAIM?
If you have a claim please make sure you provide us with the all the required information listed and read ALL the info below. Using the contact form at the bottom of this page which runs through step by step what we require is the fastest and most convenient way for you to submit and us to process your claim.

By making sure you provide all the information requested we will be able to deal with your claim quickly and efficiently.

WARRANTY POLICY INFO
The following warranty policy applies to the original owner only, and to United hard goods only, it does not cover soft goods, plastic or rubber products (grips, tyres, seats etc). If you have experienced a problem with one of our products, please complete the online warranty claim form at the bottom of this page and we will look into this for you ASAP to get it turned around and have you back on a full working ride.

30 DAY WARRANTY AGAINST MANUFACTURING DEFECTS
.
For the period of 30 days from the purchase of one of our products, if a fault in the manufacturing is identified, we will replace it free of charge. A manufacturing defect is anything that is deemed to be incorrect with the product when purchasing it, we understand that sometimes it can take time to notice them, which is why we allow this 30 day period to contact us.

1 YEAR WARRANTY AGAINST BREAKS.
United will replace any product that develops a break within one year of purchase, free of charge. This free replacement will be covered by the 30 day warranty against manufacturing faults only (Not the 1 year against breaks or goodwill upgrade replacement offer for a second time)

LIFETIME GOODWILL UPGRADE REPLACEMENT.
If you damage a United product while in use, you can purchase a replacement or upgrade at a ‘Goodwill Replacement’ price for the lifetime of that part. Any product that his purchased through our ‘Goodwill Replacement’ program will be covered by the 30 day warranty against manufacturing faults only (Not the 1 year against breaks or goodwill upgrade replacement offer for a second time)

COMPLETE BIKE WARRANTY POLICY.
United complete bikes are warranted to the original purchaser for the period of 6 months on the frame, fork & bars against breaks, and 3 months on all other components.

If any part of the bike is deemed to be defective or faulty within these periods, it will be replaced free of charge.

If we feel that the damage is caused by riding above and beyond the level of the capabilities of the rider, or particular model, we reserve the right to offer a goodwill upgrade only.

If the bike is assembled by anyone other than an authorised dealer, or professional bike mechanic, this warranty will be void.

IMPORTANT INFORMATION.
Warranty can only be claimed if you are the original owner, and proof of purchase MUST be provided.

Any faulty goods must be returned to us for inspection & disposal by United.

Transportation cost, and labour are not covered by this limited warranty.

This warranty will not be effective if the damage is caused by improper use, or the product was not being used under normal riding conditions.

Normal riding conditions are defined as using the bike in a manner that is within your own capabilities.

This warranty does not cover damage to a product that is caused by an external force, or due to negligent use such as running into immovable objects, bailing or modification with improper tools.

This warranty will not be effective if the product has been structurally altered in anyway.

Bending, denting, stripping of threads is not covered by this warranty, as this can only be caused by rider error, or over abuse and punishment, which is not the fault of the product.

Only products brought from an authorised united dealer are covered by this warranty.

Normal wears, accident abuse, neglect, improper assembly, improper maintenance by other than an authorised United dealer is not covered by this warranty.

We reserve the right to offer to replace a damaged product with one that we feel is a more suitable replacement.

This warranty is made by United only, no person including the dealer is authorised to make an representation or warranty on behalf of United, and United assumes no responsibility thereof.

If you are experiencing any problems using this form, please contact [email protected]

68 Responses to Warranty

  1. Hey guys, I filled out a warranty form last week, just wondering how long it normally takes to hear back from it?
    Cheers, martin.

    • If you have a problem with warranty we will always ask you to send info to us through this page of our site, this will help us to be able to review your claim and get you the best answer as soon as possible.

      If you really need to speak to someone on the phone, please call the distributor for the country in which you live. A full list can be found here.

  2. Hey United :) I have snapped Dinero forks near the dropout on the left leg and I bought them off of Dans Comp. I don’t have the actual receipt but I have it in E-mail format from Dans Comp. Is it still considered a Proof of Purchase? And if so, can I print it out and send the forks to you in exchange for a new pair of Dineros?

  3. I recently cracked the original United Mothership frame, I was going about filling in the warranty claim, but i could not come across the receipt. The bike shop that I purchased the frame from is now closed and I cannot contact the owner to get another copy of the receipt. I was wondering if there is any way that I could prove I purchased it or am I outta luck?

    • Hi there, please send everything you have, if you do not have the original receipt we will not be able to do a full warranty or offer a free replacement, as we cannot tell if you are the original owner or bought the frame second hand etc.

  4. I bought a supreme 2 Complete bike for my son on 22 April 2013 . The crank broke on the weld . I am very concerned about the quality of the product and submitted a claim for this part . What his options , i spent quite above the norm to a standard BMX for his bike . Is this just a weak component or a factory issue. This is our first experience with the Supreme range.

    Regards
    Matt

  5. Hey, I recently snapped a crank arm and I have the receipt but its just written put on a piece of paper like something you’d see a waiter or waitress use in a restaurant. It has the original date on it and every thing and I wanted to know if that would work to submit a claim?

    • Hi there, please send what info you have and this receipt and we will look at it. We would need to verify the purchase with the shop you bought it from also to check this is what they give out for receipts.

  6. Hello,

    I have purchased Colony Pedals and one of them snapped on the first ride using them. I saw that plastic parts are not covered under warranty, but I do not think it is right for the product I bought to snap after 3 Hours of riding. Is there anything you can do?

  7. I have a united mother ship it cracked on the hourglass bb and the top tube where it connects to the steering tube contact me please thanks have a good day

  8. Hi my frame, forks and cranks on the united Martinez complete have both snapped within 6 months and I was wondering whether I could get a new frame but not the same one? Cheers

  9. I purchased this bike off a friend and dont know much about it and was hoping you guys can identify the frame by serial number which is TRIN 208 PONE 610863. Thank you so very much in advance.

  10. Hello, I purchased a united mothership v2 but i’m not sure it’s v2 or the original. I wanted to know if you could help identify this frame. The serial number is: MS2080111 POMS102269. Thank you in advance.

  11. We brought a united supreme bike back in 2011 we have had continous battles with the chain not being able to tightened and the wheel appears off centred when looking down from the top. When you turn the bike over it appears ok. We had to take the brake assembly off as it was continuously rubbing and not lining up. We live in a remote community with no available services to take the bike to for assessment. I had a guy that is new to town take a look at this bike and he believes that there is a frame fault at the top fork. It would explain the frustration regarding inability to tension the chain. Can you please advise what we can do to rectify this problem.

  12. I have a united recruit and the screw that holds the cranks into the rod snaped so half is in the rod and i have the other half plese get back to me

    • Hi,

      If you take your bike to your local bike shop they will be able to remove the snapped bolt and replace it with a crank bolt they have there.

      It is a generic size bolt but if they don’t have one available then they can get one from the United Distributor for your country.

      Thanks.

      • I went to the bike shop they couldnt do anything but i just need a new spindle rod and screw would u replace that? Thanks
        I aslo e-maild u guys and u never responded

        • Hi Isaiah,

          I received your email on here as well as through our regular email which you sent yesterday.

          Your local bike shop can contact the distributor for your country and they will be able to sort replacements out for you.

          Thanks.

  13. Hey guy’s whats up? I cracked my frame right under the top tube and was wondering what are the possibilities of being able to warrant my frame

  14. Hi United, i purchased a Supreme build kit from dans comp on the 04/22/14. Im real happy with the kit and it looks cool as f**k on my new frame. I just have a problem with the seat post, it has snapped at the joint leaving the post stuck in the frame :-( . I was packing for a trip to Austin and stripping the bike down to get it into my bike bag, i used the same technique i have used on all my other seats in the past. And this one just came away in my hand. the seat post is still in the frame and i guess im going to have to use mole grips or a vice to remove it, no doubt scratching the black paint.

    Im from the uk and have been visiting the US/Mexico for the last 3 and a bit months. i return to the uk on the 4th August.

    thank you
    Guy Jones.

    p.s
    not sure how to attach the pictures to show you my problem?

    • Hey Guy,

      Thanks for your message and sorry to hear the problems you are having.

      If possible did you want to email me when you are back in the UK and we can get this one handled? you could replace the seat post out there then we can reimburse you with product once your back in the UK?

      Keep me posted.

      Thanks.

  15. i recently bought the united suprume v2 cranks….and i bought a new bb….so we had too take them off and they would not budge …..so we had too hammer off, and no the splines are messed up..

    • Hi Xavier,

      Please take your cranks back to the store you purchased them from and they can contact the distributor for your country and then we can see what we can do.

      If this has happened due to user error when installing then this won’t be covered by warranty but we may be able to offer you something.

      Thanks.

  16. Hi, I contacred you last month about the problem i had with my seat .Im back in the UK now, I have taken a few pictures to help explain the problem. not sure how or who to email them to? thanks
    Guy Jones.

  17. I have a united mothership frame that I spent a LOT of money on
    And it’s actually held up good, but it is breaking in the most random place in the frame
    …around the seat tube on the top tube. I have been told there is a lifetime warranty on
    Your frames so hopefully you save me from a long period of no riding.

  18. hi, i stripped my compression bolt for my united dinero forks where i use the allen key to tighten it, and i was wondering if that something that i have to buy or if you guys can do me the favor of sending me a new one.
    -luis

  19. Hi,

    I purchased a United 15 Martinez Pro Bike smoked chrome on the 8th of august from Dans comp. I had my local bike shop build it up and switch the hub to lhd. A month later I try to do a crooked grind down a handrail as i come off the rail i land and the back triangle bent out to the side so the hub will not stay on the drop outs. The back hub axle is stripped as well because of the frame bending. I was hoping to get a new frame and back hub for a replacement if that is a possibility thanks guys.

    Conor

    • Hi Conor,

      Thanks for sending this over.

      I will need you to send over all of your details to us using our warranty page in the link below.

      http://www.4downdistribution.com/v3/warranty-2/

      Please make sure to attach your proof of purchase and also all of the photos. As the frame has bent we may not be able to offer you a free replacement but we should be able to offer you a new aftermarket frame at a discounted price.

      Thanks,
      Josh.

  20. I have a 2013 United RN2 Recruit that the frame, the handlebars and rear wheel are broken. I would like information on your Goodwill Replacement program, as I am interested in either replacing or upgrading my bike through this program. Can you please send me information on how the program works and what the cost would be to replace or upgrade my bike. Thank you.

    • Hi Hunter,

      Please contact the store you purchased your bike from and they will then be able to handle this for you. you will be offered aftermarket replacement parts only and not a full bike at around a 30% discount of of retail price.

      Please make sure you send your original proof of purchase as this speeds up the process.

      Thanks.

  21. Bought the united cinema complete bike, after having it a month I’ve noticed that there is no crank bold going though to secure the sprocket, and this is eating away at the sprocket. Can you advise me what to do about this problem, Cameron

  22. Hi we purchased a united etnies recruit in red a few months ago. The fork is broken almost in half. Can you please replace this for my son. I can email pictures if you need them. Sincerly, Tracey Cruz

  23. Hi,

    I just bought a United Recruit 12″ 2015 for my son. When he started pedaling, I recognized that the bottom bracked clacks. I called my local dealer in Hamburg and told him that I will unscrew the bottom bracket and make shure not to loose any warrenty doing that. After that I had to notice, that the axle or bottom bracket doesn’t fit, it’s to short. Because of that it’s not possible to srew the lockring onto the adjusting cup, because the adjusting cup dissapered completly inside the bearing housing when I screwed it to the required position. The mechanic, who mounted the bottom bracked must have noticed this! So I called my dealer and sent an email with mesures and pictures. After that he called his United distributer. They told him, that they had this issue before and the solution is to fasten the adjusting cup without the lockring! But there is an open bearing type bottom bracket inside! Referring to this incredible advice, he is unwilling to send me a matching bottom bracked without having a look at the issue. To fasten the adjustment cup without the lockring would be the right solution if I’m unwilling to bring the bike to the store. I live 60km away from the store and because of my littele boy who loves his brand new Recruit. I can’t send the bike away for several days… And I’m not even shure whether he has a matching bottom bracked in stock.
    So I’m very dissapoited of the missing goodwill. We are talking about a quite cheap bottem bracked and an uncontroversial problem. I hope you can help. To mount without the lockring will be only a provisional solution for me.

    By the way: the brake is not suitable for a small child at the age of 4. It needs at least better respectively softer pads. You should improve this.
    Can you recommend softer ones for this bike?
    Thanks in advance

    Uli

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