Customer Care

The performance of our products and our customers are of primary interest. Should you have any issue with any product supplied by InnoEvo Craftworx, or a product we have produced we want to know about it.  Occasionally an issue may arise through our own fault, supplier issue or due to a circumstance outside our immediate control.  What we can do is solve the problem for you.

Please don’t hesitate to call us, this helps us get a better understanding of what the problem is and what we will/need to do to help you.

Some issues are easily sorted resolved over the phone or via email, and talking about with us first, could save you both money and lost time with the bike being unusable.

Our warranty process follows a Non-Conformance Report (NCR) process, and this ensures that we have thoroughly assed the product to identify the root cause of the problem and thus remedy the process, product or verify it is not a repeatable issue.  Once assessed the product will be placed into a priority queue for rectification work.

We aim to keep our clients informed to the best of our ability on the repair/replacement process and will openly share our findings with you, to discuss immediate solutions and a resolution.

The above process does take some time, so please be patient and understanding with us, as like you,we simply wish for the product to be what you, as our customer, wanted.

The Warranty Process

All InnoEvo Craftworx products are covered by a 1 Year policy from the Date of Purchase.  Some parts such as carbon rims have lifetime warranty (for first owner only), this is detailed on the product pages.

Custom Built wheels will be registered with InnoEvo Craftworx.

Wheelsets sold, should be registered with the manufacturer and/or with InnoEvo Craftworx.

If you are having problems with a product, the first step is to give us a call on +61421437310.

Alternatively, send either an email or message from our Contact Us page briefly detailing the problem so we may contact you to discuss immediate solutions available.

NOTE:

1.      Please don't return goods to us without first contacting us, as we need to log the return process and also collect the necessary information to process the return.

2.      All customers are responsible for shipping costs on return to our facility.

3.      If you live locally, please call us and arrange a time to drop your product off.

Warranty Inclusions

InnoEvo Craftworx has a 1[year] standard Warranty that comes with all our products.  Some products, such as custom wheel builds with carbon rims, have a 2[year] warranty period.  Please note there are some exceptions to this 2[year] period, based on customer selections. This warranty covers manufacturing defects and/or build faults that may become evident during normal operating.  With regards to the Mountain Bike wheels in particular, spokes and nipples would not be covered under warranty unless there is clear evidence of failures and breakages that wouldn't occur under nominal riding conditions.

Custom Wheels should be operated in accordance with our Wheel Care Guide, or the manufacturers Care Guide, whichever is applicable.

Warranty Exclusions

This warranty does not cover any products that are deemed consumable, bearings, Valves, Rim Tapes and Nipples and Spokes, unless as noted above.  Products will not be covered under warranty if they are used outside the recommended riding conditions and/or damage has occurred due to rider error or terrain impacts, such situations include:

1.      Operating the Wheel with Flat tyres (Note: Cushcore is recommended, but doesn’t imply warranty coverage if impact damage is sustained)

2.      Operating the wheel with incorrect tyre pressures, rim impact damage

3.      Exceeding the wheel operating margins (impact loads)

4.      Use of Chemicals or other agents that materially affect the wheel parts

5.      Bicycle crashes (both self and situation inflicted)

6.      Damage to wheels when loaded into Shuttle racks and similar

7.      Damage to Wheel Hubs from Incorrect Rotor Mounting, screw thread damage due to over tightening or under-tightening.

8.      Bearings, unless within the warranty period are consumable items

9.      Aluminium Nipples have a lower operating life than Brass nipples, and as such owners should inspect their wheels annually, especially after the 2[year] period.

9.1.   Fatigue in aluminium nipples occurs more frequently than with brass nipples.

10.  Damage to Hubs, end caps due to bearing removal, see Care Guide.

NOTE:

1.      InnoEvo Craftworx will always attempt to have bearing sets available for the hubs we sell, replace these regularly in accordance with the wheel care guidelines.

1.1.   The owner is encouraged to purchase these spare bearings at the time of wheel purchase, as replacement annually or similar is recommended for hard use, dirty environments and where high POE hubs[1] are selected.

2.      Care of Spokes is critical to wheel life.  Replacements spokes for damaged or broken spokes can be ordered from InnoEvo Craftworx and others

2.1.   InnoEvo Craftworx will often supply spare spokes with our custom wheel builds for this purpose, use them to keep your wheel in good operating condition.

3.      Care for painted and Coated surfaces should be in accordance with the Care Guidelines.

Warranty Costs

All approved warranty claims include free of charge labour for faulty wheel builds/rebuilds and or free of charge exchange.

The owner/customer is responsible for all costs for the return of the product to our facility.

NOTE:

1.      Approved warranty claim products will be returned to you free of charge.

2.      If the claim is declined, then the return and/or repair of the goods is at the customer’s expense.

Warranty Process

Depending on the nature of the problem, we will repair or replace the product at our facility and or at our manufacturer’s discretion.

Warranty Processing Time

Our estimated warranty claim turnaround time is typically 2-3 weeks depending on the product warranty circumstance, delivery and importantly on current stock.

InnoEvoCraftworx will attempt to return your product to you as soon as possible, but as noted above the warranty process needs to be followed and this may include a third party supplier that is offshore.  The previous statement is particularly relevant to rim damage claims, where rims are manufactured in the USA and or Canada.

The NCR procedures we have implemented ensure we improve our product offerings to you’re the customer, ensure we match products to your needs both now and in the future.

We also wish to resolve your issue 100% and supply you the product you require.

NOTE:  For our Custom Build and Manufacturer Supplied wheels, we keep a limited set of spare/demo wheels.  If is deemed suitable these will be issued for your use whilst we resolve the warranty issue at hand.  InnoEvo Craftworx offers this service above and beyond our suppliers warranty as an inhouse commitment to you as a rider.  Note warranty issue claims have priority over these “spares” compared to our wheel rebuild requests.

Returns

We have a 30-Day Performance Guarantee, which means you have 30 days after receiving your item to request a return.

 

To start a return, you can contact us at service@innoevocraftworx.com.  Please note that returns will need to be sent to the following address: 16 Adam Street, Hindmarsh, 5007, South Australia.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.  Items sent back to us without first requesting a return will not be accepted.  You can always contact us for any return question at service@innoevocraftworx.com.

REFUNDS

We understand that your bike is important to you and sometimes things can get the better of us. Getting upset or being unhappy does not automatically entitle you to a refund. We will assess the problem and if it is faulty, we will fix or replace it. If neither of these is possible, we will talk to you about your options.

If you have a problem, we are here to help you and get it sorted in the shortest possible time frame.

Fixing issues is all about doing the right thing and helping our customers, this is what we are here to do.