GENERAL FAQ

Q: WHERE CAN I BUY CUBE BIKES?

A: Authorized CUBE Dealers in Canada and the United States

Only in specialist bicycle stores. Find a CUBE dealer near you.

Q: CAN I ORDER REPLACEMENT PARTS AND ACCESSORIES DIRECTLY FROM CUBE?

A: Replacement parts and accessories can only be ordered and sent via your CUBE dealer.

Q: WHO CAN I CONTACT IF I HAVE A PROBLEM WITH MY CUBE BIKE?

A: CUBE Dealer

Your first contact should always be the CUBE dealer where you bought your bike. Only the CUBE dealer with which you have the original sale contract is committed to processing complaints and warranty queries. Other CUBE dealers can handle warranty issues on a voluntary basis but are not obliged to.

Q: HOW LONG DO I HAVE GUARANTEE/WARRANTY ON MY CUBE BIKE?

A: WARRANTY TERMS AND CONDITIONS (LINK)

Your CUBE bike is warranted to be free from manufacturing defects for 2 years with effect from the date of sale. In addition, we provide our customers with the following warranty in the event of frame breakage outside the statutory warranty period as follows:

For all frames and rigid forks from model years 2011 and older we guarantee from the date of sale from the dealer: Aluminium 5 Years Guarantee, Titanium 5 Years Guarantee, Carbon, Alu-Carbon 2 Years Guarantee.

For all frames and rigid forks from model year 2012 we guarantee from the date of sale from the dealer: Aluminium 6 Years Guarantee, Carbon, Alu-Carbon 3 Years Guarantee.

If a break occurs during this period (from date of sale), we will replace the frame with the same or similar. This warranty applies only to the frame. The cost of components necessary for the frame’s function (e.g. seat post, derailleur, handlebar and stem, suspension fork, etc.), even where a replacement frame necessitates replacement of some or all of these components, must be borne by the customer.

EXCLUSIONS: For Fritzz, Hanzz, Two15, for all dirt bikes, and all frame exchanges add on parts are not included into this extended warranty. Here the 2 years limited warranty applies.

We reserve the right to repair defective frames or parts or to replace them with the corresponding updated model. A condition of the warranty is normal use of the bike in accordance with the manufacturer’s stipulations.

Modification work outside the statutory warranty period (2 years) is not carried out or refunded by us free of charge.

We therefore request that the customer be fully aware of this stipulation on conclusion of the sales contract in order to avoid possible misunderstandings at a later date.
EPO WARRANTY:

For all EPO 2011/2012 series Pedelecs with goSwiss rear wheel hub drive we grant a 2 year warranty for display, engine and battery. Warranty for the battery is limited to 1000 charge cycles with a remaining capacity of up to 80%. For Pedelec models built after 2013 we grant a 2 year warranty beginning with the date of sale. We ask you to inform the customer about exclusions and limitations in order to avoid any future misunderstandings. For our Hybrid Pedelec model frames the general CUBE warranty and guarantee conditions apply. For the Bosch motor and its associated components Bosch’s own warranty conditions apply. Details about the Bosch system, the Bosch warranty and any limitations and conditions can be found in the Bosch manual which is enclosed with the bike. Any warranty claim relating to the Bosch motor must be processed via the Bosch service scheme.
BOSCH WARRANTY:

The warranty period lasts 24 months from the date of sale of the e-Bike to the end consumer, but no later than 6 months after delivery of the Bosch components to the bike manufacturer. If the end consumer’s e-Bike is intended for commercial use ( e.g. rental company, messenger service), the warranty period lasts 12 months.
BATTERY PACK WARRANTY:

A minimum of 500 charging cycles or 70% (300Wh) and 60% (400Wh) respectively of the nominal capacity (based on information stored on the Battery Pack) within the warranty period.

Damage resulting from improper use. This includes, but is not limited to, the use of a Pedelec bike in a bike park or similar, overstrain through jumping or any alteration of the original Bosch system.
SPECIAL CASE: CARBON FRAME AND CARBON FORKS

We offer you and your customer a CCR Service (CUBE Crash Replacement Service) = exchange service for damaged carbon frames and carbon forks. This exchange service is intended to provide an uncomplicated and cost-saving exchange service for your customer following a crash which results in damage to the frame/carbon forks.

Excluded from the guarantee and warranty are all forms of damage due to improper use or use not in accordance with manufacturer stipulations (e.g. use of a standard frame as a dirt bike, fitting double crown forks, extension of suspension travel, overstressing due to jumps etc.) and all defects due to normal wear and tear. The extended warranty does not apply to the Fritzz, Hanzz, Two15 model, all dirt bikes and carbon frames and all fitted components necessitated by a frame swap.

Q: IS IT POSSIBLE TO TRANSFER GUARANTEE TO A SECOND BUYER?

A: No. The guarantee becomes null and void when the original buyer sells the bike.

Q: WHAT ARE PARTS SUBJECT TO WEAR AND TEAR AND HOW LONG ARE THEY COVERED BY GUARANTEE?

A: The following is a non-exhaustive list of parts subject to wear and tear: Rims (where rim brakes are fitted), Tires, Chains, Chainrings, Sprockets, Hub bearings, Sealed bearings, Headsets, Bearing sets on full-suspension frames, Wires and cables, Disc brake rotors, Brake pads, Handlebar grips, Saddles, Bushings, seals and bearings used in suspension components (fork, rear shock) and dropper seat posts, (Non-)rechargeable batteries used in electronic systems.

Parts subject to wear and tear must be serviced and maintained regularly in order to ensure they work smoothly. Components subject to high loads and stresses, such as chains and bearing sets, must be replaced regularly.

Please note that parts subject to wear and tear are not covered by the standard guarantee and/or warranty.