WARRANTY UPDATE -- ELIMINATION OF STAR NUTS IN STEERER TUBES OF BOX AFTERMARKET FORKS:
1. Rider safety is priority number one: Cycle Group Inc recommends the use of stem locks by consumers instead of star nuts on aftermarket BOX carbon forks.
2. Models affected: Aftermarket carbon forks only. (Does not affect OE carbon forks installed at the factory)
3. Effective date: November 16th, 2015
Incorrect consumer installation of star nuts affects the fork integrity. Example, pounding a star nut into the steerer tube can cause the bond between the metal steerer tube and carbon fork to break, or in extreme cases force the steerer tube through the fork crown. OE installed star nuts for forks on bicycle manufacturer’s complete bikes are professionally installed at the factory where no extreme forces are applied to the fork.
Cycle Group Inc (known as CGi from here on) Warranty Policy.
If you have a warranty issue, please review our warranty policy before contacting us.
EXTENT OF LIMITED WARRANTY
Except as otherwise set forth herein, CGi warrants its products (BOX Components) for the following:
Aftermarket products to be free from defects in materials or workmanship for a period of one year (12 months) following the original purchase from an authorized dealer (does not include 3rd party sales such as Amazon, eBay, craigslist, PinkBike etc., or any second-hand purchase, giveaway etc). Soft goods (clothing, hats, etc.) are covered for a period of 30 days from date of purchase. This warranty applies to the original owner only and is not transferable. Claims under this warranty must be made through the retailer where the bicycle or the CGi component was purchased. Original proof of purchase is required to confirm date of purchase and that it was from an authorized dealer.
The cost of shipping the product back and any labor charges incurred are not covered. However, CGi will cover shipping costs of the replacement item to you.
Except as described herein, CGi makes no other warranties, guaranties, or representations of any type (express or implied), and all warranties (including any implied warranties of reasonable care, merchantability, or fitness for a particular purpose) are hereby disclaimed.
Distributors & Dealers:
Please click here for more information.
Consumers & End Users:
1. For non-US residents, please contact the CGi distributor in the country which you purchased the CGi product. International distributors can be found on our website (distributor list) and also in our catalogs.
2. For US residents, please contact the authorized dealer where you purchased the item from, or CGi by phone or email about your warranty issue before returning it. You must receive an RA number before returning the product and after completion of the warranty claim form and forwarding images/pictures of the item and include the receipt or other proof of original ownership.
3. The product must be returned as it was originally purchased, with no parts removed or retained.
4. Once the warranty return has been confirmed with CGi's warranty department, you must send the product back to CGi quoting the RA number issued to you.
5. After CGi examines the product and determines it is defective or faulty, your product will be replaced free of charge. Warrantied products are subject to repair, availability or alternative products deemed more suitable by CGi. Exact color and model is not guaranteed.
This warranty statement gives the customer specific legal rights. The customer may also have other rights which vary from state to state (USA), from province to province (Canada), and from country to country elsewhere in the world.
To the extent that this warranty statement is inconsistent with the local law, this warranty shall be deemed modified to be consistent with such law, under such local law, certain disclaimers and limitations of this warranty statement may apply to the customer. For example, some states in the United States of America, as well as some governments outside of the United States (including provinces in Canada) may:
Preclude the disclaimers and limitations of this warranty statement from limiting the statutory rights of the consumer (e.g. United Kingdom). Otherwise restrict the ability of a manufacturer to enforce such disclaimers or limitations.
For Australian customers: To make a warranty claim please contact the retailer from whom you purchased this CGi product. For valid claims CGi will, at its option, either repair or replace your CGi product. Any expenses incurred in making the warranty claim are your responsibility. The benefits given by this warranty are additional to other rights and remedies that you may have under laws relating to our products. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
LIMITATIONS OF LIABILITY
To the extent allowed by local law, except for the obligations specifically set forth in this warranty statement, in no event shall CGi or its third party suppliers be liable for direct, indirect, special, incidental, or consequential damages.
LIMITATIONS OF WARRANTY
This warranty does not apply to products that have been incorrectly installed and/or adjusted/maintained.
This warranty does not apply to damage to the product caused by a crash, negligence, race incidents, impact, abuse of the product, non-compliance with manufacturers specifications of usage or any other circumstances in which the product has been subjected to forces or loads beyond its design. In such cases a discounted crash replacement can be offered (see Crash Replacement section).
Items that have been warrantied previously will only be covered with a 30 day manufacturer defect warranty, and not the full warranty. These items may not be warrantied a second time, and will be treated on a case by case basis.
This warranty does not apply when the product has been modified, including, but not limited to any attempt to open or repair a product. Modifications from the products original condition include painting, polishing, chroming or re-anodizing.
This warranty does not apply when the serial number or production code has been deliberately altered, defaced or removed.
This warranty does not apply to carbon fiber handlebars installed without carbon paste and/or tightened to in excess of the recommended torque setting and /or installed with non-carbon safe stem/brake levers/grips.
This warranty does not apply to carbon fiber forks that are installed with an internal star nut and without a stem lock.
This warranty does not cover carbon fiber products that are damaged through crashing, impacts or from owner neglect or lack of proper care and maintenance.
This warranty does not apply to counterfeit or grey market products.
This warranty does not apply to normal wear and tear. Wear and tear parts are subject to damage as a result of normal use, natural fading of colors/materials over time and/or exposure, failure to perform regular maintenance and service according to CGi recommendations and/or riding or installation in conditions or applications other than recommended.
Wear and tear parts are identified as including but not limited to:
Dust seals • Bushings • Rubber moving parts • Foam rings seals • Stripped threads/bolts (aluminum, titanium, magnesium or steel) • Brake sleeves • Brake pads • Chains • Sprockets • Cassettes • Shifter and brake cables (inner and outer) • Handlebar grips • Shifter grips • Jockey wheels • Disc brake rotors • Wheel braking surfaces • Bearings • Bearing races • Pawls • Transmission gears • Spokes • Free hubs • Corrosion • Tools • Velcro fasteners • Tires
Crash Replacement Policy
In cases where a product is damaged by the results of a crash, negligence, race incidents, impact, abuse of the product, non-compliance with manufacturers specifications of usage or any other circumstances in which the product has been subjected to forces or loads beyond its design, we can offer a replacement part at a discounted crash replacement price.
Items that have been warrantied previously or replaced under the crash replacement policy will only be covered with a 30 day manufacturer defect warranty, and not the full warranty. These items may not be warrantied a second time, and will be treated on a case by case basis.
Notwithstanding anything else set forth herein
This warranty shall not cover damages caused by the use or failure of parts of different manufacturers.
This warranty shall not cover damages caused by the use of parts that are not compatible, suitable and/or authorized by CGi for use with CGi components.
This warranty shall not cover damages resulting from commercial (rental) use.
Products are used at the owner’s own risk. CGi products have been engineered and manufactured using the best materials and workmanship available and are intended to be used by experienced bicycle riders.
These products are to be installed or assembled by an experienced bicycle mechanic and used only in the manner intended by the bicycle manufacturer. Be sure to follow any enclosed instructions when installing CGi products.
Do not use a CGi product if defective or damaged. The purchaser or user assumes all risks associated with the use of this product.
Carbon fiber products
Carbon fiber products are covered under warranty to be free from defects in materials or workmanship for a period of 12 months from the date of purchase and applies only to the original owner (See Limitations of Warranty and Crash Replacement Policy).
Carbon fiber products should ONLY be installed by a trained professional bicycle mechanic.
Carbon fiber products are designed to be lightweight and pass stringent EN standards, but they may not be suitable for all rider sizes and riding styles.
Weight limits for certain fiber products:
All carbon BMX handlebars -100 lbs max.
Flat rise mountain bike handlebar – 190 lbs max.
All other mountain bike handlebars – 200 lbs max.
XS carbon fork – 99 lbs max.
XE carbon forks – 99 lbs max.
If you have crashed or your bike has been involved in a heavy impact (slammed into a BMX start gate, hit a wall, bike fell off a car rack, cased a jump, flat landed from a jump etc.) any carbon fiber forks, handlebars, wheel rims, brake levers or seat post should be inspected by a professional bicycle mechanic.
Carbon fiber is unlike metal, it will break rather than bend, twist or deform. A damaged carbon fiber part can break at any time and should never be ridden on.
Crash/impact damage or lack of proper care is NOT covered under warranty.
Check your carbon fiber parts regularly to ensure there are no deep scratches or gouges, chips, cracks, loose carbon fibers or any other surface imperfections.
Damaged carbon fiber can fail suddenly and without warning, causing serious injury or death.
Carbon fiber can conceal damage from an impact or crash. If you suspect that your carbon fiber part has been crashed or impacted, stop riding immediately and have a professional bicycle mechanic inspect the part.
Never use a star nut device with a carbon fork, installation can cause the steer tube to come loose from the legs of the fork which could lead to loss of control, leading to serious injury or death. See warning label on the steer tube, removal of warning label voids warranty.
For carbon forks with a chromoly or aluminum steer tube, ALWAYS use a stem locking compression device that runs the full length of the steer tube.
For Box full carbon forks with a carbon steer tube, the fork specific stem lock and steer tube sleeve provided with the fork MUST be used. Failure to do so voids any warranty.
20mm drop out carbon forks are for use with 20mm axles ONLY. Do not install adapters or conversion kits to allow the use of a non-20mm axle, as this will void any warranty.
Use only carbon friendly brake levers, grips and stems on handlebars/forks. Be sure to remove any burrs and sharp edges from any clamping surfaces that will be in contact with the carbon fiber. These sharp edges can damage and compromise the strength of the carbon product.
Follow the recommended torque setting for brake levers and stems, failure to do so can deform or damage a chromoly/aluminum steer tube on a carbon fork, or crush carbon handlebar tubing.
Carbon handlebars should be installed with carbon paste. The paste increases surface friction and allows for lower torque settings. When tightening the stem face plate, do so in a criss-cross pattern until the specified torque setting is reached to achieve a balanced installation.
If narrowing a carbon handlebar, this must be performed by a professional mechanic using a carbon specific hacksaw.
Do not install bar ends on carbon handlebars.
BMX carbon forks and handlebars are for BMX racing ONLY and are not for dirt jumping or any other use that is not for their intended purpose.
Carbon fiber products should not be cleaned with harsh chemicals, use only soapy water.
Use only supplied rim tape and valve stems for tubeless carbon rims.
Use only non-ammonia based sealing products for tubeless carbon rims.
Do not exceed 60psi when seating tires on tubeless carbon rims.
OE fitment Box parts warranty
If you have purchased a new bicycle that is fitted with BOX products as original equipment (eg DK, Redline) please contact the bicycle manufacturer or the dealer from where the bike was purchased for warranty assistance.