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Our Servicecenter is available today from 08:00. You can reach us on +49 261 40 4000 or send us an e-mail.
TOPICS
faq
 

What is crash replacement?

The crash replacement service is restricted to the first owner of the bike and to damage which adversely affects the bike's function. We reserve the right to refuse this service in specific cases if we find that the damage has been caused maliciously or the damage is purely superficial. At this point we would expressly like to state that changing to a different model is not possible and the service can only be used once in a 3-year cycle.
 
More information about crash replacements

Will I incur any costs if I make a claim under the guarantee?

If you make a claim under the guarantee we will charge you the costs for shipment and modification as well as labour costs in our workshop. The guarantee only covers Canyon frames and Canyon forks on racer and triathlon bikes. We will not pay any other costs if you make a claim under the guarantee.

Will I incur any costs if I make a claim under the warranty?

If you make a claim under the warranty you will not incur any costs, including no costs for shipment, labour or material.

What sort of warranty and guarantee cover my Canyon bike?

The bike and its components, apart from wearing parts, are covered by a two-year warranty. The paintwork and anodising is also covered by a two-year warranty. Wearing parts include the bearings, cables, cable sheaths, all lubricants, oil, grease and brake fluid, chain, sprocket, chainrings, brake pads, tyres, handles and handlebar taper, springs and seals. These components are covered by a 90-day warranty. In addition to this statutory warranty we also provide a voluntary guarantee for a total of
6 years on this year's frames and forks on racer and triathlon bikes and on mountain bike frames (apart from bearings and suspension struts). Our guarantee starts from the date of purchase and is only valid for the initial owner of the bike. Damage to the paintwork is not covered. We reserve the right to repair defective frames or forks or to replace them with a corresponding successor model. The guarantee only covers the above, other costs such as assembly, transport, etc. are not covered.

Damage caused by incorrect or unintended use, such as negligence (lack of care and maintenance), falls, overloads and modifications to the frame or fork or by the installation and modification of additional components is not covered by the guarantee. The guarantee also does not cover jumps or excessive stress of other types.

Who do I call in the case of complaints or repairs?

Our service staff will be pleased to help you. Please fill out the service enquiry forms for the service requested under Service Enquiries.Our service hotline staff will then contact you to discuss all procedures, complaints or repair concerns. Otherwise please call directly our hotline from Monday to Friday 9 a.m. to 6p.m. on +49 (0) 261 404000 or by fax at +49 (0) 261 40400 50. The workshop service point is open Monday to Friday from 9 a.m. to 6 p.m. and Saturday from 9 a.m. to 3 p.m. You can also send our workshop staff an e-mail at werkstatt@canyon.com. Please note that we can only reimburse invoices from other workshops after prior consultation with us.

How long do I have to wait for a repair of my Bike?

Usually complaints and repairs are in-house for 7-9 working-days. During the riding season or if a defective part must be returned to the manufacturer it can take longer.

Is my warranty still valid if I have my Canyon frame resprayed?

The warranty is invalidated by resprays, as we are unable to influence the type of respray and preliminary work.

Can I also register complaints about accessories through my local dealer?

This is possible as long as your local dealer offers this service. If you wish to register a complaint about accessories such as from Magura or Manitou you can do so by taking your original Canyon invoice to your local dealer. Alternatively you can also send the components straight to the relevant service centre: Rock Shox, Sram, Avid = Sport Import, Industriestrasse 39, 26188 Edewecht, phone: 04405/92800, www.sportimport.de FOX= Toxoholics, Hauptstrasse 200, 66976 Rodalben, phone: 06331/258160

Do out of service periods (e.g. caused by illness) have any influence on the length of warranty or service intervals for a bike?

The manufacturers expressly answer this question with no. Out of service periods do not have any influence on an extension of the warranty period. The warranty period starts from the date on which you receive the bike. The Canyon warranty service computation is included for repair. These service intervals are computed in the guarantee period.
 
Out of service periods due to warranty work or servicing conducted in our workshop are added to the length of the warranty period. This is the only case which results in a prolongation of the warranty period.

How long are the suspension struts and dampers covered by a warranty?

All suspension struts are covered by a two-year manufacturer's warranty. This does not cover wearing parts such as lubricants, bushes and seals.

How long does the warranty for the paintwork last?

We give a statutory 2 year warranty on frame paintwork excluding damage caused by external forces or chemical-based detergents.

Pure Cycling.