Warranty & Crash Replacement

Warranty

Our frames are produced by one of the world’s best frame manufacturers, Genio Bikes in Taiwan. The frames are tested to ISO and additional in-house standards. We guarantee a high quality and provide a warranty service for five years for the first and second owners. The warranty policy covers manufacturing and material failure.

Further conditions are:

  • The warranty service applies to the first and second owners with the original purchasing date being the start of the warranty period. We recommend creating a sales contract when selling your RAAW to prove second ownership and supplying the original invoice to the second owner.
  • The original invoice is mandatory for warranty services, also for the second owner.
  • Costs for third party components that require replacement are not covered by RAAW.
  • RAAW does not cover costs from third parties in the warranty process, such as assembly by a bike shop.
  • RAAW reserves the right to offer equivalent products as replacements, such as newer models or differing colors.
  • The defective components become property of RAAW after replacement.
  • A warranty exchange does not extend the warranty period.
  • Compensation in any form during the warranty process isn’t provided by RAAW.
  • Shipping costs are covered by RAAW, with the exception of express shipping.

What is excluded from, or voids the warranty:

  • Exceeding the maximum permitted weight and improper use voids warranty.
  • Deformation of the frame surface is excluded from warranty, but might be applicable for our crash replacement program.
  • Usage of components that aren’t approved void the warranty.
  • Paint is excluded from the warranty.
  • Damage caused by a crash, a lack of maintenance, wear and corrosion are excluded from warranty.
  • Structural modifications, grinding and changes to the surface such as painting void warranty.
  • The warranty period for bearings and seals is one year.
  • Damage to derailleur hangers is excluded from the warranty.

If you have any questions or issues, please contact us: hello@raawmtb.com

 

Crash Replacement

Bad things can happen and crashes are a part of our sport. If you happen to damage your Madonna frame, we offer a crash replacement program over a period of five years. Our crash replacement program is an additional program we offer to support you when things don’t go your way. The crash replacement is valid on frames that are damaged up to the point where it becomes a threat to your safety. It is upon us to judge if this is the case or not. Intentionally caused damage is excluded from our policy.

If you have a damaged frame and would like to use our crash replacement program, please send us good quality photos and a description of the incident causing the damage. We also need the original invoice, but you don’t need to be the first owner.

If your case is within our policy we will send you an offer that roughly translates in a -35% discount on the part of the frame that is damaged. This way you will only have to replace the damaged parts. The damaged frame has to be send back to us.

We have stock of frames and hardware for warranty and crash replacement, but we keep the right to offer the best alternative if a certain model, color or size is not available.

If you have any questions or issues, please contact us: hello@raawmtb.com

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