Frequently asked questions
Find the frequently asked questions about WINORA bikes and e-bikes here. If you have another question, please feel free to contact us.
I have a claim. What is the procedure?In principle your WINORA dealer, where you bought the bike from, is always your central point of contact in case of a claim. He records the claim and gets in contact with us in order to discuss the further steps. Your dealer is also responsible for the coordination of appointments as well as the actual repair.
What do I need to do for fast processing?For fast processing we always require a copy of the sales receipt and the bike’s documents. Your dealer will contact us if necessary for any further proceedings.
What if I ask another dealer for help with a service claim?When you bought your WINORA you made a legal contract with your dealer. If warranty and liability claims or any other service questions arise, that dealer is your only point of contact.
However, if you should chose to make a claim for your WINORA with a dealer other than the original seller, additional costs may occur. We do not cover these costs. Therefore, we strongly recommend to settle any issues with your WINORA seller.
I purchased my WINORA online and have a service issue. What can I do?The seller is the central point of contact who will handle the assessment and processing of the damage. Get in contact with them as soon as possible.
I purchased a used WINORA and have a service issue. What can I do?
In principle you have to distinguish between buying a used WINORA from a private person or a dealer:
The liability for material defects can on principle be excluded at a private sale. This depends on the purchasing contract. When a defect occurs the question arises if the bike is still within the warranty period. For this it is absolutely necessary to have an original purchase invoice with a definite identification of the bike (e.g. frame number). We therefore recommend to always make sure that you receive the original purchase invoice of the bike.
On the other hand, a commercial vendor is liable towards a private customer for a certain period. He is allowed to limit the time period in the contract but is not allowed to exclude the material defect liability completely. The exact details are governed by national laws.
How long is the WINORA liability and/or warranty period?The statutory liability for material defects applies to the entire bicycle for two years. Excluded from this are wear and tear parts. You can get more information about the wear and tear parts in your WINORA manual. The first owner gets 5 years manufacturer's warranty on the frame starting on the purchase day.
What is the difference between warranty and liability?Liability is a statutory responsibility of the seller for material defects within a period of 2 years. Warranty, however, is a customized service offered voluntarily by the manufacturer or seller.