INTENSE CYCLES LIMITED WARRANTY

Intense promises that Intense frames will be free from defects in materials and workmanship. This limited warranty applies to the original owner only and is non-transferable. The original owner must register their purchase within 90 days (please note, this information is collected and stored by Intense Cycles USA, not Intense Cycles UK).

Intense will, at our discretion, repair or replace any frame that we determine to be defective during the warranty period.

In order to exercise your right under the Intense Cycles Limited Warranty, the frameset must be presented to Intense Cycles UK via our warranty form below. Please do not send any products back to us before being asked to do so by a member of the Intense customer service team.

Returning a bike under warranty

Please refer to our Warranty FAQs below to better understand warranty eligibility before contacting us or returning items. You’ll find fuller limited warranty exclusions and limitations below the FAQs. 

If you think your item is eligible for warranty, please follow the process outlined in the 'Warranty Procedure' section below and a member of the Intense customer service team will be in touch.

Please do not send any products back to us before being asked to do so by a member of the Intense customer service team. 

If you are still unsure whether your product is eligible, please email us at help@intense-cycles.co.uk or call 01454 550343.

Returning within the first 30 days

For items that are damaged or have visible manufacturing faults upon receipt, please refer to our regular returns procedure here.

Items that are exhibit a manufacturing fault after use are eligible for replacement, repair or refund (at your discretion) within 30 days of delivery, even if the goods have been used.

We will cover reasonable postage costs for this return from a UK / Ireland address. For soft goods and accessories, we recommend using a signed-for delivery service – we cannot be held responsible for items that do not reach us. If you are returning a bike, your Intense customer service contact will arrange the collection with you.

Please follow the process outlined in the 'Warranty Procedure' section below to start the warranty process. Do not return your goods until instructed to do so by a member of the Intense customer service team.

Returning between 30 days and the end of your limited warranty

Items that develop a manufacturing fault between 30 days of purchase and the end of the limited warranty period are eligible for replacement, repair or refund (at our discretion).

We will cover reasonable postage costs for this return from a UK / Ireland address. For soft goods and accessories, we recommend using a signed-for delivery service – we cannot be held responsible for items that do not reach us. If you are returning a bike, your Intense customer service contact will arrange the collection with you.

Please follow the process outlined in the 'Warranty Procedure' section below to get started.

Returning crash damaged items

Items damaged accidentally or through wear and tear are not eligible for warranty or return, however we may still be able to help you through our Intense Crash Replacement Programme.

View more details of the  crash replacement programme here.

Warranty on components

If you have an issue with a component that came with your Intense bike, please get in touch with our customer service team on help@intense-cycles.co.uk or call 01454 550343 and we’ll do our best to get it sorted.

Intense Warranty FAQ

Here are the warranty-related questions most frequently asked by Intense customers. If you can't find an answer to your question here, please get in touch with us at help@intense-cycles.co.uk or call 01454 550343.

How long is the Intense warranty?

  • 5-year limited warranty on carbon frames (except Downhill frames)
  • 3-year limited warranty on carbon Downhill frames
  • 3-year limited warranty on XC and Trail aluminium frames
  • 2-year limited warranty on aluminium Downhill and Freeride frames
  • 1-year limited warranty on paintwork

Please note the above timeframes apply only to bike bought after 01/10/2015.

What's covered by the Intense warranty?

Intense products are warranted against defects in materials or workmanship from the day of purchase for the timelines listed above – for the original purchaser only. This means that we will repair, replace or refund (at our discretion) your Intense bike if, during normal use, an issue arises as a result of a manufacturing defect.

What's not covered by the Intense warranty? 

The Intense warranty does not cover any defects due to damage caused by: accident; improper care; improper assembly; normal wear and tear; natural fading of colours and materials over time or with use; abrasion; abuse; alteration; collision; crash or misuse, including any use of the frame for riding conditions other than those specified for the frame by Intense Cycles.

The frame warranty is void if the bike’s frame, fork or components are modified. The paint warranty is void if damage results from the use of strong solvents or adhesives on the frame.

Why isn't wear and tear covered under the warranty? 

Simply put, we ride bikes enough to know that wear and tear is a way of life on the trails and that the scuffs and dinks our bikes take in pursuit of speed aren’t due to manufacturing issues. While we understand the frustration of a new bike showing signs of wear, we prefer to think of this as adding to our bike's character.

Can I make a warranty claim regardless of where I bought my Intense bike?

The warranty is valid only on items purchased through the Intense Cycles UK website or an authorised Intense retailer and is available only to the original purchaser with a valid proof of purchase.

The warranty is not valid for customers purchasing from the UK but living in any country other than the UK and Ireland.

If you purchase your Intense bike abroad, or through a non-UK based retailer, you cannot make a warranty claim in the UK, even if the retailer is an authorised Intense dealer in its own country.

Intense does not warranty any purchases made through eBay, Amazon or other consumer resale sites.

How do I begin the warranty process?

All warranty claims for Intense products should be made via email using the procedure outlined below. Please refer to the information at the top of this page to help guide you through the warranty process.

Limited warranty exclusions and limitations

Components other than the Intense frame, such as handlebars, headsets, wheels, brakes, chains, cranks, pedals, gears, suspension components, derailleurs, seats, seatposts, bearings, etc., are covered by their respective manufacturers’ warranties. To make a claim on a component please complete the Intense warranty claim form below.

The Intense Cycles Limited Warranty does not cover normal wear and tear, abuse, improper assembly, improper maintenance, alteration, collision, crash or misuse, including any use of the frame for riding conditions other than those specified for the frame by Intense Cycles. This warranty is void in its entirety by any modification of the frame, fork, or components.

Paint is covered for manufacturing defects one year from point of purchase. This does not include damage caused by strong solvents or adhesives used on the frame

This Intense Cycles Limited Warranty provides the sole remedy, and it replaces any warranty that might otherwise be implied or imposed by law or custom. All oral representations and all implied warranties, including but not limited to any warranty of fitness for a particular purpose, warranty of merchantability, or warranty created by course of dealing or usage of trade, are expressly disclaimed to the greatest extent permitted by law. If any implied warranties cannot be disclaimed, they shall last no longer than the term of the Limited Warranty stated above, and any remedy is limited to the repair or replacement of defective parts with those of equal or greater value at the sole discretion of Intense Cycles.

In no event shall Intense Cycles be held responsible for direct, indirect or consequential damages, including, without limitation, damages for personal injury, death, property damage, or economic losses, whether based on contract, warranty, negligence, product liability or any other theory. Warranty claims made outside the country of purchase may be subject to fees and different terms or restrictions. This Limited Warranty gives you specific legal rights. Some countries and states do not allow limits to be imposed on the term of an implied warranty or upon consequential damages, and the parties’ rights may vary from country to country and from state to state.

Disclaimer

Intense Cycles is not responsible for any damages to you or others arising from riding, transporting or other use of your bicycle. In the event that your frame breaks or malfunctions, Intense Cycles shall have no liability or obligation beyond the repair or replacement of your frame pursuant to the terms outlined in the warranty.

Product Life Cycle 

Bicycles are not indestructible, and every Intense frameset has a useful product life cycle. The length of that useful product life cycle will vary depending on the construction and the materials of the frameset, maintenance and care the frameset receives, and the amount and type of use the frameset is subject to over its life. The more you ride – and the harder you ride – the more frequently you should have your bicycle professionally inspected and maintained. Read your owner’s manual for recommended service intervals and procedures.

Intense recommends that a competent bike technician inspects the frame for stress and other perils at least annually, as well as any time the bike has been involved in a crash or subjected to significant loads, even if no damage is apparent. Crashes, overloads and repeated stresses can cause small fractures and other hidden damage that may lead to catastrophic failure. Signs of an impending frame failure may be apparent in the form of cracks, fracture lines, deformation, dents, squeaks and other indicators of abnormality, but in some cases damage cannot be seen, felt or heard. Safety checks are important to prevent accidents, injuries and failure of an Intense frameset. Never ride on a bicycle that is damaged or in need of maintenance, repair or adjustment. A broken or misadjusted part can cause stress and eventual failure of that part or other parts. For example, a single loose or broken spoke can lead to wheel failure and a catastrophic crash.

Cycling is a Dangerous Activity

All forms of cycling present inherent risks of injury that the rider must assume, and a bicycle cannot protect you in an accident. Always wear a helmet and when needed other protective gear. Do not ride in the dark or during limited visibility without proper lights. Some countries, states or cities have specific requirements for lights and other equipment. Check before travelling with your bicycle. You must make your own decisions about your skills and the level of risk you are willing to confront. Do not ride beyond your ability or the designated limits of your bicycle. If you are not sure of the limits or condition of your bicycle, emails us at help@intense-cycles.co.uk or call 01454 550343.

Warranty Procedure

If you want to make a warranty claim, please email help@intense-cycles.co.uk with the following information:

  • Product name 
  • Description of product including model, size and colour. 
  • Description of fault
  • Your name 
  • Your phone number 
  • Your Intense Cycles order number - or - Point of purchase name and phone number

Please include photos of:

  • The item for replacement
  • Any areas exhibiting the fault
  • Proof of purchase (if not purchased directly from Intense Cycles UK)

Once we've received your email, we'll be in touch with you shortly regarding your warranty claim.

Data Protection

Our warranty procedures require some personal data in order to process a warranty request.

Personal data collected:

  • First name
  • Last name
  • Email address
  • Phone number

Where this data is stored:

This information is stored on a Microsoft secure-by-design, GDPR-compliant email server equipped with two-step authentication for additional security.

It may also be transferred to our secure ERP system in order to complete warranty processes.

What we use this data for:

We use this data to begin the procedure for processing warranty cases. Using this essential information, our warranty and customer service teams can contact you in a timely manner to update you on the status of your request and facilitate the return and replacement of items purchased from us.

How long we keep this data:

We will keep your information on file for the life of the product warranty or until you opt-out so that we can offer post-purchase services including warranty and crash replacement on items you have purchased. If you choose to remove this personal data, we may be unable to meet your post-purchase support requirements.

How to opt-out:

If you wish us to remove your data from our systems, please contact gdpr@saddleback.co.uk and we will be happy to help.