If you decide you don’t want a product after ordering it, you must notify us of this within 14 days of receipt, and return the goods unused within a further 14 days. We will refund the cost of the product and standard postage costs.
All wheel builds are built to your own specification and choice of components, and are not eligible for return or cancellation – though in most cases you can contact us to cancel or request changes up until we build the wheels. If the wheels aren’t compatible with your bike please contact us and they can be rebuilt with the right components for a labour charge. Many changes (for example freehub or axles) don’t need a rebuild and can be accommodated for little or no extra charge even after the wheels are built.
Ex-demo and sale wheels which have been built before you order can be returned within the 14 days as mentioned above. This is because they are not built to your custom specification, and it will allow you to assess the condition of any used items.
Any goods returned must be sent at your own cost, and to ensure they reach us safely please insure as appropriate and/or send by recorded delivery.
If the goods are not received by us in a resaleable condition, ie unused and in the original undamaged packaging, we may seek compensation for the loss of value.
If we have sent out faulty items we will reimburse all reasonable return postage costs.
We guarantee all our wheels are free of defects due to workmanship and materials for 2 years from their date of purchase by the original buyer.
This excludes wear and tear such as bearings and rim brake surfaces but includes wheel truing. Where in the rare event the wheel has gone out of true that is not caused by a crash.
We guarantee JRA (Bitex) hub shells are free of defects due to workmanship and materials for 5 years from their date of purchase by the original buyer.
This guarantee applies only to JRA branded wheels built on our JRA (Bitex) hubs. Guarantees for other components would be covered by each manufacturer’s guarantee policy.
carbon crash replacement policy
Our carbon rims are covered by the usual 2 year warranty against defects, but we also offer an additional crash replacement scheme for the first 5 years of ownership. This applies to all JRA brand carbon wheels, and carbon rims bought individually from us and built by the customer (or other wheel builder). Generally, we will be able to re-use the spokes but if new ones are needed they will be charged at the price current at the time of rebuilding. If the rim was bought for a wheel not built by us, we will not rebuild it.
For £100, or 1/3 the cost of a new rim as on our website at the time the crash replacement is required (whichever is the greater), plus our normal labour charge (currently £30-£40) we will replace the broken carbon rim. This covers rims which have cracked through impact including rock strikes and general riding, as well as damage caused during a crash. The replacement offer also covers the braking surface on rim-brake rims for road bikes if it has worn beyond a safe amount. Return carriage will be charged at cost in addition to the crash replacement charge.
This carbon crash replacement guarantee applies only to JRA-branded rims, and not other brand rims used on our wheelsets (for example Derby rims). These often have their own crash replacement policy.