Customer Service/Warranty
Customer Service
Please note that all shipments are the responsibility of the consignee (the customer) from the time it leaves Crupi's facility. This means that if any package is lost or damaged during the shipping process it is product that is now owned by the customer. If you have concerns about this, you can always add Route Package Protection to your online order which insures your package is protected from theft, damage or loss during shipment.
If you have any problem with a Crupi or Rhythm product, please call us immediately at (626) 338-1400, email us at info@crupibmx.com or take it to an authorized Crupi Dealer for inspection.
Crupi's warranty policy is as follows:
1-Year Warranty on Components: All Crupi and Rhythm components come with a 1-year material and workmanship warranty against manufacturing and material defects. Bending or wear from use is not considered a defect nor is any stripping or pulling out of threads. Any item to be considered for warranty must be sent to Crupi for inspection. You must have prior authorization before sending in any warranty item and it must be sent to Crupi prepaid before any warranty will be given consideration. All warranty claims must be accompanied with the original printed sales receipt showing the original date of purchase. Warranties are only considered for the original owner. Without the original printed receipt, warranties will not be honored.
3-Year Warranty Policy on Frames: All Crupi frames come with a 3-year material and workmanship warranty. The warranty period begins on the date the product was sold and all warranty claims must be accompanied with the original printed sales receipt showing the original date of purchase. Warranties are only considered for the original owner. Without the original printed receipt, warranties will not be honored.
Frames must be returned to Crupi for warranty inspection. Frame warranties include cracks or breaks along the welded area but bending is not covered under our policy and any frame that has been repainted will automatically void the warranty. Sometimes cracks in the frame may only be from the thick powder coat paint used. You can sand that area down to see if the crack is actually in the material or just the paint. If you find the crack is actually in the material then we can consider it for warranty but cracks in the paint only are not warranty issues.
For our customers outside the USA, Crupi will not pay the shipping cost to return any warranty frame. In some cases, we may be able to have you send us a picture to determine the warranty status and if warranty is accepted then we will require another picture of the frame cut into 2 pieces and showing the serial number before the new frame will be shipped.
Crash replacements can sometimes be offered at a discounted rate on frames that don't qualify for warranty but only to the original owner. Warranties are void if proof of sale to the original customer cannot be provided. Original and printed sales invoices/receipts are sufficient proof but hand written invoices are not.