This depends on the item. For example, we will aim to have a resolution for Parts & Accessories, Clothing, and Electronics within 14 days of initial contact; Bikes, E-bikes, Frames and Wheels within 21 days of initial contact. A resolution to a case means that you, the customer, have been provided with the following;
- A refund, repair*, or new or refurbished item.
- The case has been rejected under warranty and an alternative solution has been provided by the Aftercare team or through our Stores.
*A repair resolution means that you has agreed to the estimated timeframe that the repair will be completed by.