Servicing, Maintenance and Warranty Support
Warranty, Repairs & Aftercare Policy
Clear, practical guidance on bike setup, servicing, warranty support and what to expect if something goes wrong.
Last updated: 15 October 2026
At a glance
If your bike has a genuine product fault, we'll support you and deal with it in accordance with your statutory rights and any applicable manufacturer warranty. Assembly, servicing, adjustment and normal maintenance are part of normal bike ownership and are separate from genuine product faults.
Your statutory rights
Manufacturer warranties are additional to your statutory rights and do not replace them. Nothing in this policy is intended to remove or restrict the rights you have under UK consumer law.
Goods supplied by Chilled Rides must meet the standards required by law, including being of satisfactory quality, fit for any particular purpose made known to us and as described.
If your bike has a genuine fault covered by your statutory rights, Chilled Rides will provide the appropriate remedy. Where a repair or replacement is required under those rights, we'll bear the reasonable necessary costs of putting the fault right.
A reported problem isn't automatically a manufacturing defect
A problem appearing soon after delivery does not by itself establish what caused it. Some issues result from defects in the bike or its components; others can result from assembly, installation, adjustment, inflation, maintenance, damage or use. Where the cause isn't clear, we may need to investigate before responsibility for the repair can be determined.
Assembly & initial setup
A new e-bike needs to be correctly assembled, adjusted and checked before it's ridden. The amount of setup required depends on how the bike is supplied.
Many e-bikes are transported partially assembled in protective packaging. During storage and transport, cables, fasteners and other components can move or settle. That's why it's important to complete any remaining setup and carry out the appropriate checks before your first ride.
If your bike arrives boxed
Any remaining assembly, adjustment and pre-ride safety checks must be completed correctly before the bike is ridden.
Follow the manufacturer's instructions supplied with your bike and check that all fitted and adjustable components are correctly installed, secure and operating as intended.
If you're not confident carrying out the setup or checks yourself, we strongly recommend asking a competent bicycle mechanic or suitably trained cycle professional to help.
Want us to take care of the setup?
Where Pre-Built Delivery is available, your bike can be professionally assembled, adjusted and checked as part of the service before handover.
Availability depends on the bike and delivery location. Contact us with the model you're interested in and your postcode, and we'll let you know what setup options are available, what they cost and what's included.
Check setup options →Setting it up yourself?
Many bikes are supplied with manufacturer assembly instructions covering the remaining setup. Take your time, follow those instructions carefully and don't ride the bike until you're satisfied everything has been assembled and checked correctly.
If anything is unclear, doesn't fit correctly or doesn't seem to be operating as expected, stop and contact us or seek competent mechanical help before riding.
What might need checking?
The exact requirements vary between models, but final preparation can include fitting, adjusting or checking components such as:
- handlebars, stem and headset;
- pedals, cranks and other drivetrain components;
- wheels, axles and wheel fastenings;
- tyres, tyre seating, inner tubes and tyre pressure;
- brakes, rotors, pads and brake alignment;
- gears, derailleur adjustment and cables;
- spokes and wheel condition;
- nuts, bolts and other fasteners;
- battery mounting and electrical connections; and
- any other checks specified in the manufacturer's instructions.
Your responsibility for setup
Whether you complete the setup yourself or ask someone else to do it, you're responsible for making sure the bike is correctly assembled, adjusted and safe to ride before first use.
Doing the setup yourself does not remove your statutory rights in relation to a genuine defect in the goods. However, if inspection or other evidence shows that a problem or resulting damage was caused or contributed to by incorrect or incomplete assembly, adjustment, installation or missed safety checks, the cost of diagnosing or correcting that issue may be your responsibility.
Where a manufacturer specifies professional assembly
Some bikes or components may have specific manufacturer requirements. If the product information or manufacturer's instructions state that a particular task must be completed by a qualified or professional mechanic, that requirement should be followed.
The bedding-in period & first service
Initial setup is only the beginning. New bikes commonly need further checking and adjustment after their first period of riding.
Cables can stretch, bolts and other fasteners can settle, spokes may require checking and brakes and gears can need readjustment. These changes don't necessarily indicate that the bike was defective when supplied.
Unless the manufacturer specifies a different interval, we strongly recommend an initial service or check by a competent cycle mechanic after approximately 4–6 weeks or 100–150 miles, whichever comes first.
The cost of the first service
Unless a first service is expressly included with your purchase, routine servicing is an ownership cost and is arranged and paid for by the customer.
Ongoing servicing & maintenance
After the bedding-in period, the bike should continue to be checked and serviced at intervals appropriate to its mileage, usage and riding conditions, as well as in accordance with the manufacturer's instructions.
Bikes used frequently, in wet or muddy conditions, off-road, for commuting, commercially or for carrying heavier loads or cargo may need more frequent servicing.
You're responsible for normal ownership tasks such as appropriate pre-ride checks, maintaining tyre pressures, keeping the bike reasonably clean and dry, maintaining and lubricating the drivetrain where required, charging and storing the battery correctly, monitoring wear items and arranging routine servicing and adjustments.
Servicing and warranty claims
Missing a service does not automatically remove your statutory rights. However, a particular problem may not be covered where evidence shows that lack of maintenance, servicing or correct care caused or contributed to it.
Manufacturer warranties
Warranty periods and component cover vary between brands. Where available, you'll find the manufacturer warranty information applicable to your bike on the relevant product page.
What warranties may cover
Manufacturer warranties generally cover specified manufacturing or component defects during the stated warranty period, subject to the individual manufacturer's terms and exclusions.
Parts-only warranties
Some manufacturer warranties provide replacement parts but don't include labour, diagnostics, call-out charges or transport unless these costs have been specifically approved.
This does not restrict any separate statutory rights you may have against Chilled Rides.
Typical exclusions
Depending on the manufacturer's individual terms, warranty cover may not include damage or failure caused by:
- incorrect or incomplete assembly;
- incorrect installation, adjustment or setup;
- failure to follow the Owner's Manual;
- lack of servicing or maintenance;
- normal wear and tear;
- accidental damage or misuse;
- unsuitable use or overloading;
- unauthorised modification or derestriction;
- unauthorised repair;
- corrosion or inappropriate storage; or
- water ingress outside the product's intended level of protection.
Servicing, adjustment & normal wear aren't automatically faults
E-bikes contain consumable and adjustable components which naturally wear or need attention through use. Depending on the circumstances, items such as tyres, inner tubes, brake pads, chains, cassettes, cables, bearings and other drivetrain or braking components may be service or wear items rather than warranty faults.
Similarly, brake or gear adjustment, spoke tension, fastener checks, tyre pressure and other routine setup work can form part of normal servicing.
Whether a particular issue is a genuine product defect or a maintenance, setup or wear issue depends on its cause and the circumstances – not simply on how soon after delivery it becomes noticeable.
If something goes wrong
Please contact Chilled Rides before arranging repairs, replacing parts or significantly altering the affected area.
Found a problem during setup?
If you discover a possible defect while the bike is being assembled or checked, stop and contact us before riding or carrying out significant repair work on the affected component wherever reasonably possible. This helps preserve evidence and makes it easier to establish what has happened.
How we determine whether something is a fault
Your belief that a problem is a manufacturing fault – or our initial belief that it may relate to assembly or maintenance – doesn't by itself determine the outcome.
Some problems can be diagnosed using photographs, video, error information or guided troubleshooting. Where the cause remains uncertain or disputed, Chilled Rides may arrange or request an inspection by a competent cycle technician or other suitably qualified person.
The purpose of that assessment is to establish, as far as reasonably possible, whether the problem results from:
- a defective component or other fault in the supplied bike;
- incorrect assembly or installation;
- incorrect adjustment or setup;
- normal bedding-in or servicing requirements;
- wear and tear;
- accidental damage or misuse;
- inadequate maintenance or storage;
- unauthorised modification or repair; or
- another identifiable cause.
Assembly-related problems
If technical evidence shows that a reported problem was caused or contributed to by incorrect assembly, adjustment, installation or setup, it won't be treated as a manufacturing defect simply because it appeared shortly after delivery.
Equally, if inspection establishes that the bike or component itself was genuinely defective, we'll deal with the claim in accordance with your statutory rights and any applicable warranty.
Who pays?
Responsibility depends on the cause of the problem and the type of work or claim involved.
Diagnostic & inspection costs
Where professional inspection is needed to investigate a disputed issue, we'll explain the proposed process and any potential chargeable costs before work is commissioned wherever reasonably possible.
If the inspection confirms a fault for which Chilled Rides is legally responsible, the reasonable necessary cost of diagnosis and the appropriate remedy won't be passed to you.
If the inspection instead establishes that there is no product fault and that the problem results from incorrect assembly, servicing, maintenance, accidental damage, misuse or another customer-responsibility issue, reasonable diagnostic, call-out or repair costs may be payable by you where those potential charges have been explained or agreed in advance.
Third-party repairs
Please get approval from Chilled Rides before asking a third party to carry out work that you expect us to pay for.
We can't guarantee reimbursement of repair, labour, diagnostic, collection or other third-party costs commissioned independently without giving us a reasonable opportunity to assess the problem and agree the proposed work first.
This doesn't limit any rights you may have where UK consumer law requires otherwise.
Frequently asked questions
Does a boxed e-bike need professional assembly?
Not necessarily. Unless the product page or manufacturer's instructions specifically require professional assembly, the important thing is that any remaining assembly, adjustment and safety checks are completed correctly before you ride the bike.
Please follow the manufacturer's instructions carefully. If you're not confident carrying out the setup or checks yourself, we strongly recommend asking a competent bicycle mechanic or suitably trained cycle professional to help.
Can I assemble the bike myself?
Where the manufacturer permits customer assembly, yes. Make sure you follow the supplied instructions carefully and complete all required assembly, adjustment and safety checks before riding.
If a particular bike or component specifically requires professional installation or assembly, that requirement should be followed.
Does assembling the bike myself affect my statutory rights?
It doesn't remove your statutory rights in relation to genuine defects in the goods. However, those rights don't make Chilled Rides responsible for problems or resulting damage shown to have been caused or contributed to by incorrect assembly, installation, adjustment or use after delivery.
Is every problem that appears shortly after delivery a warranty fault?
No. Genuine faults can become apparent very quickly, but problems can also arise through assembly, setup, inflation, adjustment, bedding-in or use. We may therefore need to establish the cause before deciding responsibility for the repair.
Do I have to pay for professional setup?
If you choose to use a professional mechanic or setup service, the cost is normally yours unless that service is expressly included with your purchase.
Professional help is strongly recommended if you're not confident carrying out the work yourself, and may be required where the manufacturer specifically says so.
Do I have to pay for my first service?
Yes, unless a first service is expressly included with your purchase. We generally recommend an initial check after around 4–6 weeks or 100–150 miles unless the manufacturer specifies a different interval.
What if the bike is genuinely faulty?
If the bike has a genuine fault covered by your statutory rights, Chilled Rides will provide the appropriate remedy in accordance with UK consumer law. Where a repair or replacement is required under those rights, the necessary cost of putting the fault right won't be passed to you.
What if I disagree with your diagnosis?
Where the cause of a problem is genuinely disputed or unclear, we may rely on photographs, video, troubleshooting information and/or professional technical inspection to establish what has happened. We'll consider the available evidence and your applicable legal rights before deciding responsibility for the repair.
Can I take the bike to my own mechanic and send you the bill?
Please contact us first. We may be able to troubleshoot the issue, provide replacement parts, arrange an approved technician or authorise specific work. We can't guarantee reimbursement for work commissioned independently without prior approval.
Think your bike has developed a fault?
Contact us before arranging repairs and we'll help establish the cause and the appropriate next step.
Contact Chilled Rides