What is not warrantied?
Warranty does not cover:
Normal wear and tear;
Improper follow-up maintenance;
Installation of components, parts, or accessories not originally intended for or compatible with the bicycle as sold;
Damage or failure due to accident, misuse, abuse, or neglect;
Labour charges for part replacement or changeover.
What is wear and tear
Wear and tear is damage occurred through normal riding circumstances. Bicycles have many moving parts which inevitably cause parts to wear and potentially make more noise than usual which normally means it requires maintenance. For example, your chain and cassette are in constant contact and if improperly maintained this can cause premature wear and tear, this is not covered by manufactures warranty. The below listed components are items subject to regular wear and tear and excluded from warranty, unless subject to a manufacturing defect:
Inner and outer gear/brake cables,
Rubber moving parts such as seals etc.
Genesis branded components
Genesis branded components such as bar or stem carries a two-year warranty period for the original owner with proof of purchase.
Third party components
For any warranty concerns regarding third party brands (i.e. Fox Suspension, Shimano components etc) specified on your Genesis bike please follow the relevant brand's warranty procedure. If you need some assistance in finding out who to contact for these cases, please go to your place of purchase, or failing that, contact us and we will guide you as much as we can.
How do I claim?
Please contact your original place of purchase, along with your proof of purchase where it can be processed. If your original place of purchase is no longer available to contact, please use our Stockist Locator to find your nearest dealer to help start your warranty claim.
How long will it take for my claim to be processed
We always aim to get our customers back on their bike as soon as possible. The time taken to process a warranty claim varies on a case by case basis and your dealer can advise on this when your claim is in progress.
What happens when I hand my warranty item over to my Genesis dealer?
Once you have been advised about your warranty claim by your Genesis dealer, they will open a case with our distributor, Sportline. This case will be assigned a unique number, at which point the item(s) will be packaged by the Genesis dealer and returned to Sportline’s warranty department for assessment.
Who should be my point of contact if I have any questions about my warranty case?
Your point of contact is the Genesis dealer that you returned your item to.
Will my part be replaced or repaired?
Any individual item returned and approved as a warranty claim will be either repaired or replaced which is down to Genesis' discretion.
What if my warranty item no longer exists
If your item is no longer manufactured, then we reserve the right to replace your warranty claim with a similar product, of a similar value.
Who covers the cost of postage/building/rebuilding my bike?
In the event of a successful warranty claim, it’s the original dealer’s responsibility to cover the costs incurred. If your warranty case is dealt with by a dealer that you did not purchase your Genesis bike from, it is up to the customer to cover the costs incurred. If your warranty claim is unsuccessful, then the customer is liable for any labour charges incurred.
Can I make a warranty claim directly with Genesis Bikes
We have a nationwide dealer network, who are our representatives on the ground. You can find your nearest stockist here.
What if I bought my Genesis bike online?
If you bought your Genesis bike online and have your proof of purchase you are still covered by warranty. Please contact your place of purchase or take your bike to your local dealer, where your claim will be assessed.
What if I bought my Genesis in a different country?
No matter which country you bought your Genesis bike in, you qualify for our warranty service. Please take your bike to your new local dealer, along with your proof of purchase where your claim will be assessed.
Is my bike still covered if I am not the original owner?
Unfortunately not – only the original owner receives warranty service.
I've lost my original receipt, can I still claim?
Although more challenging, it may be possible to claim – for example, if the shop you purchased from holds a record of the purchase and can reproduce your proof of purchase.
What if I crashed? - Do you offer a crash replacment scheme?
We do not presently operate any crash replacement schemes.
Is my Day One affected by the voluntary recall?
In 2019 Genesis became aware of a potential problem involving the durability of Samox AF-13 single speed chainsets, specified on certain Day One models. Full details of the voluntary recall can be found here.