Warranty and incidental damage FAQ

WARRANTY & incidental damage protection FAQ

Below are some commonly asked questions regarding ENVE’s Factory Limited Warranty and Incidental Damage Protection programs. If you still have questions about these programs after reviewing the FAQ, please contact us.
Q: A:
What if I have an issue with my product? If you have an issue with your product, begin by submitting a Claim Submission Form.
What is meant by “Date of Purchase”? This is the date stamped on your proof of purchase from an ENVE authorized dealer. If you are the original owner, your warranty and incident coverage begin from this date. Secondhand owners will be covered from the product’s date of manufacture as defined by the serial number.
Is product registration required to receive warranty service and/or incidental damage protection? Yes, product registration is required within 60 days of purchase to qualify for warranty service and our incident protection program. Register Here.
Can my warranty replacement product be sent before I send my damaged product back to ENVE? We physically inspect 100% of product subject to warranty claims. Rims will be replaced using customer’s existing hubs, so we must receive the wheel/wheelset in order to process the warranty claim.
Who covers shipping? Customers must provide their own packaging.
ENVE will cover shipping to and from ENVE for customers in North America and direct EU markets in the case of warranties. In the case of Incidental Damage claims, the customer is responsible for shipping.
In markets managed by ENVE Authorized Distributors, shipping rates are subject to discretion of the Distributor.
What do I need to remove from my wheelset? We request that customers remove their tires, tubes, cassettes, thru-axles, and any other accessories to prevent the possibility of loss in the warranty process.
Does the ENVE Factory Limited Warranty apply to second-hand owners? Yes. As a secondhand owner, your coverage begins from the date your product was manufactured according to its serial number.
If that product was replaced under warranty with its original owner, your coverage is based on the date of manufacture of the original owner’s, original product – not the serial number and associated manufacture date of the replacement product.
Are used sponsorship or demo wheels and products covered under the ENVE Factory Limited Warranty? Yes, but demo wheels and/or products purchased from ENVE sponsored athletes or dealers are considered used and you will be considered the secondhand owner regardless of product’s condition. Products purchased secondhand are covered by the ENVE Factory Limited Warranty from the product’s original date of manufacture as defined by the product’s serial number.
Is the ENVE Incidental Damage Protection Program part of the Factory Limited Warranty? No, these are two separate programs. Incidental Damage Protection is an additional service that ENVE offers to original owners with valid proof of purchase to give additional peace of mind for whatever mishaps may happen. Terms and Conditions: ENVE and its distribution partners reserve the right to refuse Factory Limited Warranty or Incidental Damage Protection service to any person who in ENVE’s or its distribution partner’s sole discretion, abuse its products, programs or warranty policy. Damage caused by misuse, abuse, negligence and/or intentionally damaging your product will not be covered. If the ENVE product being claimed under the Incidental Damage Protection Program has been claimed under an insurance provider the Incidental Damage Protection Program is void for the damaged product.
What is NOT covered under the ENVE Factory Limited Warranty? 1. Warranty does not cover parts that have been incorrectly installed, serviced, or otherwise adjusted respective to the ENVE installation manual
2. Damages caused by misuse, abuse, or by accident or negligence
3. Damage caused to paint by improper care, use of solvents and other harsh chemicals, crashes, scratches, or other wear and tear is NOT covered. For minor repairs, touch up paint or a color matched paint code is available.
4. Failure to observe care instructions including incorrect installation or maintenance
5. Unauthorized modification or alteration including any repair done outside of ENVE Customer Service
6. Consumable wear products: brake tracks, brake pads, tires, inner tubes, bar end plugs, bar tape, tubeless tape, decals, bearings, hub internals, spokes, freehub bodies, hub end caps.
7. Apparel made in collaboration with any other brand.
8. Products purchased from unauthorized dealers (Including, without limitation, products purchased through (i) third party auction sites (ii) unauthorized dealers selling via third party marketplaces, or (iii) dealers selling altered or modified products
9. Counterfeit products
10. Products purchased “secondhand”, “used”, “as-is”, “without warranty”, or “demo”, except as expressly stated in this limited warranty
11.Parts manufactured by other manufacturer (ex. hubs, spokes, nipples). Consult the individual manufactures for issues related to these parts. For clarity, this warranty does not cover any Third-Party Products: Chris King Hubs, DT Swiss Hubs, I9 Hubs, K-Edge Computer Mounts, or any other products not made by ENVE. Please see the warranty of the Third-Party manufacturer.
If my product requires warranty replacement, does the warranty coverage restart with my replacement product? No, it does not. The warranty period begins from your original date of purchase or from the original product’s date of manufacture if you are a secondhand owner.
Can I use the ENVE Factory Limited Warranty or Incidental Damage Protection programs to switch from rim brakes to disc brakes or boost spacing to super-boost? No, you may not change to a new brake or hub platform.
How many times can I take advantage of the ENVE Incidental Damage Protection Program? If we find that you are consistently having issues with a specific product, we would say you’re not experiencing the ride experience we intended you to have and that there is a high likelihood that you’re simply not on the right product for how you ride. When direct replacement of the product won’t solve your issue, we will recommend a replacement product that will better meet your needs. For example, if you’re consistently damaging a cross-country rated rim, we may suggest that you transition to a better suited and more impact resistant trail rated rim.
What if I don’t have a copy of my receipt? You may wish to contact the retailer where you made the purchase. ENVE does retain records of the location where our products are shipped to. If we are able to confirm a record of your original purchase with the retailer, the warranty claim may still be honored in ENVE’s sole discretion. However, the best way to ensure a seamless experience is to register your product within 60 days of purchase
What if my product has been superseded, discontinued, and/or is no longer in production? As a product driven company, we are driven by innovation and new product will frequently replace existing product. ENVE is committed to keeping an inventory of superseded and discontinued product in stock for warranty and incident protection.
If a claim is made within the warranty period, but after the inventory of superseded and discontinued product runs out, a product upgrade or equivalent product will be offered as a replacement. In the event this is a complete wheel or another product that requires additional parts, any additional parts required to rebuild using this new replacement product would be offered at a discount as outlined by the ENVE Incidental Damage Protection program which is separate and distinct from this ENVE Factory Limited Warranty.
If your claim requires the upgrade of one rim, a model-specific upgrade will be offered to mitigate your cost of the matching additional rim. If the hole-count of your hub does not match the provided replacement rim, a model-specific upgrade will be offered to mitigate your cost for the replacement hub.
Is theft covered by the ENVE Incidental Damage Protection Program? Theft is not covered under Incidental Damage Protection, but we will do everything we can to assist in getting you back on the bike and riding your favorite ENVE products. Note: If your product has been, is, or will be reported under an insurance policy claim, your product cannot be claimed under ENVE Incidental Damage Protection.