Returns/complaints/service

1. General information about the service

When unpacking the goods, you should immediately check that everything is in order. If this is not the case, for example if the goods have been damaged during transport, you should contact the service department immediately.

Before riding your new bike for the first time, you should read the operating instructions supplied carefully and make sure that you have understood everything. Our service team will be happy to answer any questions you may have.

Please always include the serial number, pictures and proof of purchase when contacting the service team.

2. service intervals

When you receive your bike from us, it is already assembled and adjusted. Nevertheless, the bike must be serviced regularly by us or a bike workshop of your choice. This is the only way to ensure that all components function safely and reliably over many kilometres. During the running-in phase, it is typical for the spokes to lose some tension or the gears to be out of adjustment, so it makes sense to have the bike serviced during this phase. So remember to make an appointment with our service centre or a bike workshop of your choice for the initial inspection of your new bike. This is very important for the functioning and durability of the bike. The initial inspection of the bike must be carried out after 100 to 300 kilometres or 4-12 operating hours at the latest, or after four to six weeks, but no later than three months from the date of purchase. The intended use of the bicycle includes regular maintenance and the timely replacement of wearing parts, e.g. brake pads or Bowden and brake cables, and therefore also affects the liability for material defects and the warranty. It is advisable to have the bike serviced regularly after the "running-in period". If you ride a lot on poor road surfaces, correspondingly shorter maintenance intervals are required. This applies in particular to gravel bikes.

The following overview is a rough guide for cyclists who spend between 2,500 and 3,000 kilometres or 60 to 100 hours per year on their bike:

If you have advanced mechanical skills, experience and the necessary tools, you can carry out standard maintenance work yourself. If you have any questions, you can contact our service team at any time. However, difficult work should be carried out by professionals.

3. Do I have a right of return?

You have the right to cancel your contract within 14 days without giving any reason. The cancellation period is 14 days from the day on which you or a third party named by you, who is not the carrier, took possession of the last goods. You can find more detailed information here: Widerrufsrecht

4. How do I proceed with a return/complaint?

Our shipping packaging is also suitable for returns. Please contact our customer service team at shop@storck-bikes.com with your order number before returning the goods. Our customer service will coordinate the return of the goods with you or organise the return. If something on your product is damaged, please send us as many detailed pictures (videos) as possible of your bike and the damaged area, in which the problem is directly visible. We also need the original invoice. See section Complaints, Service.

All costs incurred in connection with the return will not be refunded. When returning goods from third countries, you bear the direct costs and customs clearance of the goods. See also right of cancellation: https://storck.livewelt-digital.de/Widerrufsrecht/

If we arrange to collect your bike in order to repair damage caused by you, we must subsequently charge you for the costs of collection.

5. i have to complain about my bike. For example, it makes Noises, is defective or causes me other worries - what now?

First of all, stay calm. Together we'll find a solution. Contact us by email at service@storck-bikes.com or call us on 06126/9536 222

Please send us the following information:

When did you buy the bike and are you the first owner?

the invoice, as well as photos of the bike and the frame number, which is listed at the bottom of the bottom bracket.

as many detailed pictures (videos) as possible, in which we can see the problem directly.

a description of the problem and, if possible, the reason for/time of the problem. We will analyse your request and give you information on what will happen next. If your bike needs to be repaired, send it in or bring it to one of our stores and

we will repair your bike, possibly in cooperation with one of our partners who will take care of special repairs and provide you with a cost estimate depending on the effort involved.

6. I crashed and I'm not sure if my bike is still okay.

Check all components carefully. If you are unsure about something, play it safe and contact our service centre. Describe the incident and send very detailed pictures. If it is not possible via this remote diagnosis, bring your bike to us or send it in, or we will have it collected from you. For more information, check the above point.

7. My bike is no longer rideable due to someone else's fault, what now?

We offer you a "crash replacement", i.e. you will receive an equivalent Storck aluminium or carbon frame from us at a price of 70% of the recommended new price. You can find more detailed information here: Crash Replacement

8. My bike needs a repair.

If you live near one of our stores in Idstein, Düsseldorf, Munich, Wertheim or Hamburg, then bring your bike to us. If you don't live near one of our stores, you're still not alone. Most independent workshops and bike dealers will accept our bikes and carry out any repairs. We recommend that you simply enquire at the workshop of your choice. Alternatively, you can discuss a collection with our customer service team.