PHi Warranty and After-Sales Service Policy

The PHi Commercial Warranty applies to products that meet all of the following conditions:

• The product is a genuine PHi wheelset, handlebar or original component supplied with the product;
• The product was purchased from an authorised PHi dealer or another channel approved by PHi in writing;
• The product serial number or barcode is clear, complete and legible;
• The claimant can provide acceptable proof of purchase or ownership; and
• The product was installed, used and maintained in accordance with PHi product instructions, technical specifications and operating limitations.

Products of unknown origin, products whose authenticity cannot be verified, and products obtained through unauthorised channels are not covered by the PHi Commercial Warranty.

Original Owner

The Original Owner is the first end purchaser to buy the product new from an authorised PHi dealer for personal use.

Second Owner

The Second Owner is the first subsequent owner who acquires the used product directly from the Original Owner.

An end user who purchases a PHi test or demo wheelset that has already been used will be covered under the warranty terms applicable to a Second Owner.

Each product may be transferred under the PHi Commercial Warranty only once. Third and subsequent owners are not covered by the PHi Commercial Warranty, but may request paid inspection or repair services.

Warranty Activation and Transfer of Ownership

1) Activation by the Original Owner

The Original Owner must register the product and activate the warranty on the PHi website within 14 days of delivery.

The following information must be provided for activation:

• Product model;
• Product serial number or barcode;
• Purchase date and delivery date;
• Name of the authorised PHi dealer;
• Original Owner’s name and email address;
• Invoice, receipt or order record.

A product activated on time is eligible for the full Original Owner Commercial Warranty set out in this Policy. If the Original Owner does not complete activation within 14 days of delivery, the product will instead be covered under the Second Owner warranty terms applicable to that product.

2) Registration by the Second Owner

The Second Owner must register the transfer of ownership within 14 days of acquiring the product and submit:

• Product model and serial number;
• Original proof of purchase or the original product registration record;
• Proof of transfer between the Original Owner and the Second Owner;
• Date on which the Second Owner acquired the product;
• Clear photographs of the complete product and its main components; and
• Second Owner’s name and email address.

Following a transfer of ownership, the warranty period does not restart or extend as a result of the transfer.

The actual warranty period available to the Second Owner is the shorter of:

the maximum Second Owner warranty period specified for the relevant product or component; or

the remaining period of the Original Owner warranty at the time of transfer.

In all cases, the Second Owner warranty will not extend beyond the expiry date of the Original Owner warranty applicable to the relevant product or component.

A Second Owner who does not complete the transfer registration within the required period, or who cannot provide acceptable proof of the product’s origin and transfer of ownership, is not eligible for the PHi Commercial Warranty for Second Owners.

A Second Owner who does not register on time, or cannot provide proof of the product’s origin and transfer, is not eligible for the PHi Commercial Warranty for Second Owners.

MASTER Wheelset Warranty

MASTER Lifetime Warranty

The Lifetime Warranty covers defects in materials and workmanship only. It does not mean that damage from every cause will be repaired or replaced free of charge indefinitely.

When the product is transferred to a Second Owner, the Original Owner’s Lifetime Warranty and all other personal benefits automatically terminate.

MASTER Five-Year Accidental Damage Replacement

An Original Owner of a MASTER wheelset who activates the product on time is entitled to one accidental damage replacement within five years of the product’s original delivery date.

If a wheelset sustains structural damage due to a crash, pothole impact, severe bottom-out or another non-manufacturing cause, an eligible Original Owner may purchase a new wheelset of the same model or an equivalent model for 50% of the product’s current recommended retail price.

Accidental damage replacement is subject to all of the following conditions:

• The claimant is the Original Owner and completed product activation;
• The claim is made within five years of the original delivery date;
• The original proof of purchase and product serial number are provided;
• The benefit has not previously been used for the MASTER wheelset;
• The damaged product is returned to PHi or a PHi-designated service centre;
• The damage resulted from a genuine, unintentional accident;
• Theft, loss, intentional damage, cosmetic scratches and normal wear are excluded;
• If the original model has been discontinued, PHi may offer a current model of equivalent performance and value;
• Unless PHi confirms otherwise in writing, the claimant is responsible for return shipping, delivery charges, taxes and third-party removal and installation costs.

The accidental damage replacement benefit is personal to the Original Owner and is not transferable. Any unused eligibility automatically terminates when the product is transferred.

CORE, ELITE, Tri-Spoke and Disc Wheel Warranty

Handlebar Warranty

The PHi Handlebar Commercial Warranty is available only to the Original Owner who activates the warranty on time and is not transferable.

Special Products

1) Test Wheels, Review Wheels and Demo Wheels

Once sold to an end user, dealer test wheels, media review wheels and demo wheels that have been used for riding are covered under the Second Owner warranty terms for the relevant series. Wear, scratches, impact marks and other issues arising during testing, review or demonstration and clearly disclosed before sale are not covered by the Commercial Warranty.

The purchaser must complete registration within 14 days of acquiring the product. If the product is transferred again, third and subsequent owners are not covered by the PHi Commercial Warranty.

2) Marketing and Sponsorship Samples

Marketing samples, media samples, sponsorship samples, team samples and complimentary products supplied free of charge are not covered by the PHi Commercial Warranty unless otherwise agreed by PHi in writing.

If PHi subsequently approves the sale of a sample in writing, its Commercial Warranty terms will be governed by the written document issued by PHi.

The following issues may be covered by the PHi Commercial Warranty when caused by defects in materials or workmanship under normal installation, use and maintenance:

• Abnormal cracking of a carbon-fibre rim, tri-spoke structure or disc wheel body in the absence of impact or external force;
• Abnormal delamination, debonding, bulging or failure of a carbon-fibre structure;
• Abnormal spoke breakage in the absence of impact, overloading or incorrect adjustment;
• Abnormal cracking, delamination or joint failure of a carbon hub or integrated carbon structure;
• Abnormal damage at the rim-to-spoke interface caused by a manufacturing defect;
• Abnormal failure of the hub shell, axle, freehub body or ratchet mechanism caused by a defect in materials, machining or factory assembly;
• Product dimensions, structure or assembly that clearly fail to meet PHi production standards and affect normal use or safety;
• Structural cracking or delamination of a carbon-fibre handlebar when correctly installed, not subjected to excessive torque and not involved in an impact.

Coverage under the Commercial Warranty will be determined based on the condition of the product, its usage history and the inspection findings of PHi or an authorised service centre.

What the Commercial Warranty Does Not Cover

1) Normal Wear and Routine Maintenance

• Normal wear of bearings, seals, the freehub body and the ratchet mechanism;
• Contamination, corrosion, noise or rotational resistance affecting bearings or drivetrain components due to the ingress of rainwater, mud, sand, salt, cleaning products or water from a pressure washer;
• Spoke-tension adjustment, wheel truing, bearing replacement and hub servicing;
• Normal wear of rim tape, decals, valves, valve cores and other consumable items;
• Wear of cassettes, brake rotors, tyres, inner tubes and other third-party components;
• Variations in carbon-fibre pattern, colour, weight or surface gloss that do not affect structural safety or normal use.

2) Impact and Accidental Damage

• Crashes, traffic accidents or other impacts;
• Impacts with potholes, kerbs, rocks or other obstacles;
• Severe bottom-outs, rim strikes or continued riding after a tyre failure;
• Damage caused by the bicycle falling over, lateral compression or heavy loads;
• Damage caused by transport, air travel, bicycle racks or inadequate packaging;
• Natural disasters, fire, flooding, theft or loss.

An eligible Original Owner of a MASTER wheelset may apply for accidental damage replacement under this Policy.

3) Incorrect Installation, Use or Maintenance

• Installation, use or maintenance that does not comply with PHi instructions and technical requirements;
• Exceeding the product’s specified maximum tyre pressure;
• Exceeding the product’s specified maximum combined weight of rider, bicycle and equipment;
• Use of incompatible tyres, tyre widths, valves, cassettes, brake rotors, freehub bodies or other components;
• Use on terrain or in conditions unsuitable for the product category;
• Fitting a product to an e-bike when the product is not specified as suitable for e-bike use;
• Incorrect installation methods or tightening torque;
• Exposure to vehicle exhausts, open flames or other high-temperature heat sources;
• Use of corrosive cleaning products, solvents or pressure washers;
• Continued use after a clear abnormality has appeared, resulting in further damage.

Participation in ordinary cycling events does not, by itself, invalidate the Commercial Warranty, provided the product is used for its intended purpose and within its maximum load and technical limits.

4) Modifications and Improper Repairs

• Drilling, cutting, grinding or structural modification of a rim, spoke, carbon hub, tri-spoke structure, disc wheel body or handlebar;
• Use of spokes, spoke nipples, bearings or hub parts that do not meet PHi technical specifications;
• Damage caused by incorrect repair, disassembly, bonding or reassembly;
• Failure caused by incompatible third-party parts;
• Repainting or surface treatment carried out without PHi’s approval where it may affect the product’s structure or the assessment of a fault.

Routine maintenance performed by a third party does not automatically invalidate the entire Commercial Warranty. However, damage directly caused by third-party parts, repair work or incorrect assembly is not covered.

A claim may be submitted through any of the following channels:

• Contact the authorised PHi dealer from which the product was purchased. This is the recommended first option;
• Submit a request through the “Repair Request” page on the PHi website;
• Email service@phicycling.com;
• Use another official after-sales service channel published by PHi.

The following information must be provided with the claim:

• Claimant’s name, country and contact details;
• Name of the original selling dealer;
• Invoice, receipt or order record;
• Product model and serial number;
• Clear photographs of the complete product and the affected area from multiple angles, and, where necessary, a video showing the fault;
• The date, location and circumstances in which the fault occurred;
• Tyre brand, model, size and actual operating pressure;
• Approximate combined weight of the rider, bicycle and equipment;
• Whether the product was involved in a crash, impact, bottom-out, transport damage or third-party repair;

A Second Owner must also provide the transfer-of-ownership registration and proof of transfer.

Depending on the issue, PHi may request additional information reasonably relevant to assessing the fault.

Once PHi or an authorised dealer has received a complete claim, an initial review will be conducted. If the cause of the fault cannot be determined from photographs or video alone, the claimant may be asked to deliver the product to an authorised dealer or designated service centre for inspection.

Before returning a product, the claimant must obtain an after-sales service reference number and return instructions from PHi or an authorised dealer. Do not send a product to a PHi office, factory or service centre without prior confirmation.

Before return, the claimant must:

• Clean the product as instructed;
• Release the tyre pressure;
• Remove the tyre, inner tube, cassette and brake rotor;
• Use the original packaging or packaging that provides equivalent protection.

Any additional shipping damage caused by clearly inadequate packaging is not covered by the original warranty claim.

Approved Commercial Warranty Claims

If the fault is confirmed to have been caused by a defect in materials or workmanship, PHi will cover the approved costs of:

• Inspection;
• Repair parts;
• Labour by an authorised repair provider;
• Standard return shipping to and from the service location;
• Necessary taxes resulting from cross-border repairs arranged by PHi.

Third-party repair costs, expedited shipping charges, removal and installation charges, and other costs incurred without PHi’s prior written approval will not be reimbursed.

Claims Not Covered by the Commercial Warranty

If inspection confirms that the issue was caused by an accident, impact, normal wear, incorrect installation, inadequate maintenance or another non-manufacturing cause, PHi will provide its inspection findings and may offer:

• A MASTER accidental damage replacement option;
• A quotation for paid repair;
• A quotation for replacement parts;
• Return of the product without repair.

PHi will not carry out a chargeable repair without the claimant’s approval of the quotation.

For claims not covered by the Commercial Warranty, the claimant is generally responsible for inspection, shipping, taxes and repair costs. The applicable costs will be explained before any repair or return shipment.

When a product is repaired or replaced under warranty, the PHi Commercial Warranty continues from the original product’s warranty start date for the remainder of the original warranty period. Repair or replacement does not automatically restart the warranty period.

A wheelset obtained through the MASTER accidental damage replacement programme remains covered for the balance of the original product’s PHi Commercial Warranty and does not receive a new accidental damage replacement benefit.

Paid repairs completed by PHi or an authorised PHi service centre are covered by a 12-month service warranty for the parts replaced and the repair work performed. Normal wear, accidental damage and issues unrelated to the original repair are excluded.

Where applicable law provides otherwise, that law will prevail.

After the Commercial Warranty has expired, or where a fault is not covered, the product owner may still request the following paid services:

• Product safety inspection;
• Rim replacement;
• Spoke or spoke-nipple replacement;
• Wheel truing and spoke-tension adjustment;
• Bearing replacement;
• Hub and freehub-body servicing;
• Ratchet, axle or end-cap replacement;
• Rim-tape and valve replacement.

Following inspection, PHi will provide details of the proposed repair, parts costs, labour costs, shipping costs and estimated completion time. No chargeable repair will be carried out without the claimant’s approval.

The availability of paid repair services depends on the condition of the product, parts availability and whether the product can be repaired safely.

If PHi identifies a potential safety risk affecting a product or production batch, it may issue:

• A safety inspection notice;
• A stop-use notice;
• A free repair or parts replacement;
• A product recall;
• Another necessary safety corrective action.

Product recalls and safety corrective actions are not limited by the Commercial Warranty period, product activation status or owner status.

Consumers must immediately stop using an affected product when instructed by PHi and cooperate with the required inspection, repair or replacement process.

The PHi Commercial Warranty is provided in addition to consumers’ statutory rights and does not reduce or replace any rights available under applicable law.

When a consumer purchases a product from an authorised PHi dealer, the dealer will normally be the seller under the sales contract. If the product does not conform to the contract or is defective, the consumer may still seek repair, replacement, a price reduction, a refund or another statutory remedy from the seller under local law.

The provisions of this Policy concerning product registration, owner status, warranty transfer, exclusions and remedies apply only to the voluntary PHi Commercial Warranty. They do not affect any rights that cannot lawfully be limited or excluded.

Except where applicable law provides otherwise, the PHi Commercial Warranty primarily covers the defective PHi product itself and the approved, necessary costs of inspection, repair, parts and shipping.

Race entry fees, travel expenses, accommodation costs, bicycle hire charges, loss of income and unauthorised third-party repair costs arising because the product is temporarily unavailable are generally not covered by the PHi Commercial Warranty.

Nothing in this section limits or excludes liability that cannot lawfully be limited or excluded, including liability arising from a product safety defect, personal injury, fraud, wilful misconduct, gross negligence or applicable product liability law.

PHi will use information collected in connection with after-sales service only to:

• Verify the product and purchase records;
• Complete product activation or a transfer of ownership;
• Process warranty, repair or accidental damage replacement requests;
• Contact the claimant;
• Analyse product quality;
• Fulfil product-safety and recall obligations;
• Prevent fraud and comply with legal requirements.

Personal information will be stored, used and deleted in accordance with the PHi Privacy Policy and applicable data protection laws.

As a general rule, the policy version in effect when the product first became eligible for the relevant PHi Commercial Warranty will apply.

PHi may update this Policy to clarify procedures, improve service or reflect changes in law. No update will retroactively reduce Commercial Warranty benefits already acquired by a consumer or any rights available under applicable law.

If there is any inconsistency between language versions, the matter will be resolved in accordance with the mandatory laws of the consumer’s place of purchase and the official policy version designated by PHi.