Questions and criticism about delivery and customer service at STATERA Bikes
How does the parcel from STATERA arrive?
Every bike arrives assembled to the point where all you have to do is straighten the handlebars and attach the pedals. Your bike will either come to our warehouse already assembled in a large box from our manufacturers or we will assemble it for you in our warehouse and then ship it in a large box.
Is there a guarantee on the bikes that STATERA sells?
When buying a bike, it is important to know the difference between the statutory warranty and the manufacturer's voluntary warranty. Both offer protection for the buyer, but differ in their conditions and scope of services.
Statutory warranty:
The statutory warranty is an obligation imposed on the seller by law. In Germany, the warranty period for new goods, including bicycles, is 24 months. The warranty covers defects that were already present at the time of purchase, even if these only become apparent later. The following points should be noted:
Reversal of the burden of proof: In the first six months after purchase, it is assumed that a defect already existed at the time of delivery. The seller must prove the opposite if they do not wish to recognise the defect. After these six months, the burden of proof lies with the buyer.
Buyer's claims: In the event of a defect, the buyer is initially entitled to subsequent fulfilment, i.e. repair or replacement of the bicycle. If the subsequent fulfilment fails, the buyer can reduce the purchase price or withdraw from the purchase contract.
Liability for defects: The warranty covers all defects that are not caused by improper use or normal wear and tear. It also applies to hidden defects that were not immediately recognisable at the time of purchase.
Voluntary guarantee from the manufacturer:
The voluntary warranty is an additional service provided by the manufacturer and goes beyond the statutory warranty. The conditions and scope of the guarantee can vary from manufacturer to manufacturer. Here are some important aspects of the manufacturer's warranty:
Warranty conditions: The warranty conditions are determined by the manufacturer and can relate to specific parts or the entire bike. The duration of the warranty also varies and can, for example, be one or several years.
Services: The warranty can cover repairs, the replacement of parts or even the entire bike. Some manufacturers also offer mobility guarantees or breakdown assistance.
Restrictions: Warranty services are often subject to certain conditions, such as regular maintenance of the bike by authorised workshops or the use of original parts. Damage caused by improper use, accidents or wear and tear is generally not covered.
Difference between warranty and guarantee:
Legal basis: The statutory warranty is prescribed by law and applies automatically upon purchase. The guarantee is a voluntary additional service provided by the manufacturer.
Duration and scope: The warranty is valid for 24 months and covers defects that were already present at the time of purchase. The warranty period and the scope of services may vary and are determined by the manufacturer.
The burden of proof: While the burden of proof lies with the buyer after six months in the case of the warranty, this rule does not apply to the guarantee. Here, the conditions specified by the manufacturer apply.
One example is the Santa Cruz Bicycles brand, which offers a lifetime guarantee on certain components. Among other things, there is a lifetime guarantee on frames, rear bearings, carbon handlebars, bottle cages and spare carbon wheels.
Conclusion
When buying a bike, you benefit from both the statutory warranty and the manufacturer's voluntary warranty. While the warranty provides you with basic rights in the event of defects, the guarantee offers additional protection and often more comprehensive services. It is important to know the conditions of both schemes in order to be optimally protected in the event of a defect or damage.
Can I return a bike?
Your satisfaction is very important to us. Not happy with our products? Then give us another chance. Because if you are not satisfied with our products for any reason, you are welcome to give us feedback so that we can improve. If you still want to return your bike, that's no problem either. You have the right to have the bike collected from you by the carrier within 14 days without giving any reason. There is a cancellation/return form on our website that you can use for this purpose. As the return shipment is relatively expensive, it costs €50 within Germany. A free test drive is possible for distances of up to 2 kilometres. For each additional kilometre, we charge a fee of €3 per kilometre. If the bike arrives damaged or faulty, the return shipment is free of charge.
How good is the customer service?
At STATERA, we attach great importance to excellent customer service. Whether you need advice, want to cancel your order or have questions about your delivery time, we are here to help. You can reach us via our telephone number 07803/92648-0, by email at info@staterabikes, via Facebook, Instagram or our other social media channels. We also keep you up to date on offers and specials in our email newsletter. If you want to unsubscribe from our newsletter, you can do so with just a few clicks within the newsletter.
Where is my delivery?
After you have ordered your bike online with us, you will receive a delivery date from the haulage company so that you know exactly when your bike will arrive at your home. Every bike you order is completely rebuilt for you in our warehouse and dispatched. We work hard to assemble your bike and dispatch your order as quickly and efficiently as possible.
