Warranty
We stand behind our bikes and accessories. If something does not seem right, contact us so we can assess the issue and help you with the next steps.
This page explains our warranty cover and how to get help. It does not exclude or limit your rights under the Australian Consumer Law.
Warranty periods · Exclusions and conditions · Make a claim · Your ACL rights
What our warranty covers
Our voluntary warranty covers defects in materials and workmanship during the applicable periods below, subject to the exclusions and conditions on this page.
When cover starts: Warranty periods begin on the original date of purchase.
Where a distance limit is listed, cover ends when either the time or distance limit is reached, whichever comes first. These limits apply to our voluntary warranty, not to the duration of your Australian Consumer Law rights. This page does not reduce any warranty promise made when you purchased your product.
Frame and mechanical components — all bikes
This table applies to pedal bikes, standard electric bikes and belt-drive electric bikes. Electrical components and the Gates belt have the separate cover listed below.
| Component | Warranty period |
|---|---|
| Frame | Lifetime |
| Rigid forks | 2 years |
| Suspension forks | 2 years |
| Shimano mechanical components | 2 years |
| Wheelsets | 12 months |
| All other non-consumable mechanical components | 12 months |
Electrical components — standard electric bikes
For electric bikes excluding belt-drive models. The following time and distance limit applies only to electrical components; frame and mechanical cover is listed above.
| Component | Warranty period |
|---|---|
| Electrical components, including battery, motor, display and charger | 1 year or 5,000 km, whichever comes first |
Electrical components and belt — belt-drive electric bikes
Frame, forks, wheelsets and other mechanical components use the shared table above. The following cover applies to the electrical components and Gates belt.
| Component | Warranty period |
|---|---|
| Battery | 18 months |
| Gates Carbon Drive belt | 2 years or 12,000 km, whichever comes first |
| Bafang motor | 24 months |
| Other electrical components, including display and charger | 1 year |
Accessories
| Product | Warranty period |
|---|---|
| Horacio-branded accessories | 12 months from the date of purchase |
Exclusions and conditions
Bicycles need regular care and occasional adjustment. Being within a warranty period does not mean every service, adjustment or replacement is a warranty repair. We assess the cause of the problem.
Routine servicing, cleaning, lubrication, and gear or brake adjustments needed through normal use are not covered by our voluntary warranty. If an adjustment or replacement is needed because of a product defect, we assess the underlying fault.
The following apply to our voluntary warranty only. They do not exclude or limit your Australian Consumer Law rights.
- Normal wear: Normal wear of consumables is not covered, including tyres, tubes, brake pads, chains, cables and grips.
- Damage from use or assembly: Damage resulting from accidents, abuse, neglect, stunt riding, commercial or rental use, improper assembly, improper fit or improper maintenance is not covered. Follow the applicable assembly, intended-use and maintenance instructions.
- Water damage: Water damage to electrical components is not covered by this voluntary warranty.
- Rider weight: The wheels, fork and frame are not covered by this voluntary warranty for riders weighing over 125 kg.
- Modifications: Damage or failure caused by unauthorised modifications is not covered for affected components. Examples include motorised conversions, custom adaptations that place stress on the frame, or electrical modifications such as increasing the assisted-speed limit beyond 25 km/h. An unrelated modification does not automatically exclude an otherwise valid claim.
- Rivets and surface rust: Bottle cage and pannier rivets, and surface rust resulting from neglect or mistreatment, are not covered by this voluntary warranty.
- Original owner: This voluntary warranty applies to the original owner only and is not transferable.
Your new bike: quick checks
Check your bike on arrival and complete a safety check before your first ride. If something is unsafe or could worsen with use, stop riding and contact us.
Please report problems promptly and retain affected parts. If delayed reporting, continued use of a bike with a known problem, or disposal of affected parts prevents us from establishing the cause or whether the issue is covered, this may affect our ability to approve that particular voluntary warranty claim. Additional damage caused by continued use with a known problem will be assessed separately from the original issue. Your Australian Consumer Law rights remain unaffected.
Before arranging a local repair
If you would like Horacio Bikes to pay for or reimburse repairs or replacement parts, contact us before authorising a local bike shop to carry out the work or incurring those costs. As the ACCC explains, a business has the right to assess a product before providing a remedy. Please give us a reasonable opportunity to understand the issue and arrange an appropriate solution.
A repair invoice alone does not establish warranty coverage or an entitlement to reimbursement. We also need to assess the cause of the problem, whether the work was necessary and whether the costs were reasonable. Reimbursement for independently arranged work is not automatic.
Nothing in this process excludes any right to recover reasonable repair costs under the Australian Consumer Law. Any goodwill offer will specify the assistance being offered and will not replace your statutory entitlements.
Returning a component for inspection
In the limited cases where photos, videos or a local bike shop's findings are not sufficient to assess the issue, we may ask you to return the affected component for inspection. Contact us before sending anything so we can provide the correct return address, packing instructions and shipping arrangements.
- Return shipping: For genuine warranty claims, Horacio Bikes covers the return shipping costs. If you have paid reasonable return shipping costs for a confirmed covered fault, send us the receipt so we can arrange reimbursement. We also meet any applicable collection or transport obligations under the Australian Consumer Law.
- Packaging: Original packaging is preferred for safe transport, but it is not required for a warranty claim. We can advise on suitable alternative packaging.
- Other costs: We will explain any proposed paid work and obtain your agreement before proceeding. For an agreed local repair, send us the itemised invoice and receipt to arrange any approved reimbursement. Your statutory rights remain unaffected.
- Replacement parts: A replacement part may differ from the original, but it will be of equivalent quality and suitable for the applicable bike.
Your rights under the Australian Consumer Law
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 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.
The benefits given by this warranty are in addition to your rights and remedies under the Australian Consumer Law and other laws. Nothing in this warranty excludes or limits those rights. Consumer guarantees may continue to apply after a voluntary warranty period has ended.
We are entitled to assess the product before providing a remedy. The appropriate remedy depends on the nature of the fault and the applicable law, not simply on how a claim is described. Where there is a major failure, you may choose a refund or replacement. For a non-major failure that can be remedied, we will provide an appropriate remedy within a reasonable time and at no charge. This does not limit your further rights if the problem is not remedied as required by law.
How to request support or make a claim
To submit a warranty claim, please use the Warranty Claim Form below. This is our single online entry point for submitting and managing warranty claims.
If we need further information, we will contact you within two businesses day of receiving your application.
We will assess the issue and explain the next steps, which may include replacement parts, an agreed local repair or another applicable remedy. If the issue is not covered, we can discuss paid options before you decide whether to proceed.