Warranty
Warranty
NSDynamics is the authorised Australian service and warranty centre for Ohlins, Cane Creek, DVO, Vorsprung, BikeYoke (dropper posts only), Sprindex and Super Alloy Racing (SAR). For all other brands, warranty support must be sought through the original point of sale, Australian distributor or the brand’s designated warranty centre.
This page outlines the warranty assessment process, eligibility requirements, exclusions and responsibilities applicable to products assessed through NSDynamics.
NSDynamics acts as a service and warranty assessment centre for the brands listed above. NSDynamics is not the manufacturer of those products and does not independently create, extend or alter the manufacturer’s warranty terms.
Warranty Eligibility
All new items sold directly by NSDynamics include the applicable manufacturer’s warranty unless stated otherwise. If warranty coverage is reduced, limited or unavailable for a particular product, this will be disclosed before purchase where applicable.
Reconditioned, second-hand, prototype, clearance or otherwise non-standard products may not include the full manufacturer’s warranty. Where applicable, NSDynamics may provide separate limited warranty terms for those items.
Manufacturer warranty generally applies to qualifying defects in materials or manufacturing workmanship within the applicable warranty period. Eligibility is determined by the condition of the product, the nature and cause of the reported fault, applicable manufacturer requirements and the evidence available during assessment.
A product developing a fault, leak, noise, change in performance or other issue during the warranty period does not automatically establish that the product has a manufacturing defect or that warranty coverage applies.
Products showing evidence of misuse, crash damage, impact damage, modification, unauthorised servicing, incorrect installation, unsuitable setup, poor maintenance, contamination, neglect or use outside their intended application may not be eligible for manufacturer warranty support.
Suspension setup, ride characteristics, tuning preference or subjective performance expectations are not grounds for warranty. A product operating within its intended design and manufacturer specification is not considered defective merely because the rider would prefer different performance characteristics.
Brands Covered by NSDynamics for Warranty
NSDynamics is the authorised Australian warranty and service agent for the following brands:
Ohlins (MTB suspension only)
Cane Creek
DVO
Vorsprung
BikeYoke (dropper posts only)
Sprindex
Super Alloy Racing (SAR)
Where the product was not purchased directly from NSDynamics, NSDynamics may still be able to perform the authorised technical assessment or warranty repair for the applicable brand. This does not make NSDynamics the original seller and does not transfer responsibility for the original sales transaction, refund, exchange, store credit or associated freight costs to NSDynamics.
Proof of original purchase is required for all manufacturer warranty claims. The purchase documentation must clearly identify the original retailer, purchaser where applicable, product and purchase date.
NSDynamics does not process manufacturer warranty claims for brands outside those listed above unless specifically agreed. Customers must contact the original supplier, Australian distributor or nominated warranty centre for those products.
Warranty Assessment Does Not Guarantee Approval
Submitting, booking or returning an item to NSDynamics for warranty assessment does not mean that the claim has been accepted.
Acceptance of an item into the NSDynamics workshop does not constitute an admission that the product is defective, confirmation that manufacturer warranty applies, or agreement that repair, replacement, refund, exchange or credit will be provided.
All warranty claims remain subject to technical inspection and the applicable manufacturer’s warranty requirements.
Where required, NSDynamics may refer findings, photographs, measurements, service information or the product itself to the manufacturer or Australian distributor before a final warranty outcome is determined.
Warranty Assessment Process
Book the item through the NSDynamics website using the ‘Book Service’ form and select Warranty Assessment as the service type.
Provide complete and accurate information describing the reported fault, when it first appeared and any relevant circumstances surrounding the issue.
Include a printed copy of the booking confirmation, a printed copy of the original purchase receipt and any relevant notes or supporting information.
Where possible, customers should provide photographs or video showing the issue before the product is disassembled, cleaned, repaired or otherwise altered.
Package the item securely and send it directly to NSDynamics. Tracked and appropriately insured freight is strongly recommended. Items remain the sender’s responsibility until received and accepted into the NSDynamics workshop.
Once received, the item will be inspected by an NSDynamics technician. Additional testing, disassembly or manufacturer consultation may be required depending on the reported issue.
If the item is determined to qualify for manufacturer warranty, the approved repair, replacement or other applicable warranty process will proceed.
If the item is not eligible for warranty, NSDynamics may provide available paid repair or service options at standard workshop rates.
Items submitted without valid proof of purchase will not be processed as manufacturer warranty claims and may instead be handled as standard paid servicing or returned at the customer’s expense. No exceptions will be made to the proof-of-purchase requirement unless specifically authorised by the manufacturer.
Reporting a Suspected Warranty Fault
Customers should report a suspected product fault when it first becomes apparent and before undertaking further disassembly, modification, repair or servicing.
Where continued use could worsen the fault, damage additional components or alter the evidence required for assessment, use should cease until the issue has been assessed or further instructions have been provided.
NSDynamics cannot reliably verify claims made retrospectively where the reported condition has subsequently been removed, cleaned, altered, serviced, dismantled or repaired.
A customer's, mechanic's or third party's description of what was allegedly found during previous disassembly is not equivalent to NSDynamics inspecting the product in that condition and may not be sufficient to establish the original cause of a fault.
Postage Responsibility
If a product was purchased directly from NSDynamics and a clear suspected product fault is present, NSDynamics may provide or cover reasonable incoming freight for warranty assessment at its discretion.
Where a product was purchased from another dealer, bike shop or vendor, postage to NSDynamics remains the responsibility of the customer or original point of sale. Any request for reimbursement should be directed through the original seller.
Where an item is assessed and found not to qualify for warranty, applicable inspection, servicing, repair and return freight charges may apply.
Approved warranty repairs will generally be returned via express freight. Outgoing shipments from NSDynamics are covered by NSDynamics’ standard freight insurance while in return transit.
NSDynamics has no control over freight-provider transit times and cannot guarantee delivery dates after dispatch.
Unauthorised Servicing, Disassembly and Modification
NSDynamics is the only authorised Australian service centre for Vorsprung, Ohlins, Cane Creek and DVO suspension products and upgrades.
Servicing, internal disassembly, modification, repair or installation of these products outside authorised channels may affect or void manufacturer warranty eligibility in accordance with the applicable manufacturer requirements.
This includes complete suspension products as well as internal upgrades, damper assemblies, cartridges, spring systems and other serviceable or upgrade components supplied by Vorsprung, Ohlins, Cane Creek or DVO.
Any damage, contamination, incorrect assembly, incorrect fluid volume, incorrect lubricant use, damaged threads, damaged seals, damaged internal components, incorrect torque, incorrect adjustment or other issue resulting from unauthorised or external servicing is not the responsibility of NSDynamics.
NSDynamics supplying a product, replacement part, upgrade or service component does not make NSDynamics responsible for external work subsequently performed using that product or part.
This remains the case where NSDynamics sold the original product, supplied the service or upgrade parts, distributes or supports the brand, or acts as the authorised Australian service or warranty agent.
Any person, bike shop or workshop undertaking external service work is solely responsible for ensuring that they possess the correct current manufacturer documentation, technical knowledge, specialist tooling and equipment required to perform that work correctly.
Where an item has been disassembled, serviced, modified, installed or repaired elsewhere before warranty assessment, NSDynamics and the manufacturer may no longer be able to establish the original condition or cause of the reported fault. Warranty coverage may therefore be refused where previous work prevents reliable assessment or where the condition has been altered.
Bike Shops and External Workshops
Bike shops and workshops choosing to perform servicing, installation or internal work on Vorsprung, Ohlins, Cane Creek or DVO suspension products or upgrades outside NSDynamics are responsible for the work they perform and for understanding the applicable manufacturer warranty implications associated with that work.
These brands are supported through NSDynamics as the authorised Australian service pathway for their suspension products and upgrades. External workshops should not represent servicing performed outside NSDynamics as manufacturer-authorised work where it has not been authorised by the applicable brand.
Bike shops and workshops are responsible for informing their customers where external servicing, installation, modification or repair may affect future manufacturer warranty eligibility.
NSDynamics does not assume responsibility for diagnosing, correcting, completing or supporting external workshop work simply because the affected product, upgrade or replacement component was supplied by NSDynamics or is from a brand represented or supported by NSDynamics.
Warranty on Replacement Parts
New replacement parts supplied as part of an approved warranty repair are covered in accordance with the applicable manufacturer warranty terms.
The installation of a replacement part or completion of a warranty repair does not automatically restart, extend or replace the original warranty period applying to the complete product unless expressly stated by the manufacturer.
Reconditioned or second-hand replacement components do not carry a full new-product manufacturer warranty unless specifically stated.
Replacement of one failed or defective component does not constitute a representation that every other component within the product is new, unworn or guaranteed for an equivalent period.
Normal Wear, Maintenance and Service Life
Suspension products contain wear components that require regular inspection and servicing. Warranty does not replace normal maintenance obligations.
Seals, bushings, lubricants, foam rings, sliding surfaces and other service components naturally wear and deteriorate through use, contamination, environmental exposure and operating conditions.
Service life can vary significantly according to riding hours, terrain, dust, mud, water, washing practices, temperature, rider weight, bicycle design and maintenance frequency.
A component requiring routine service, cleaning, lubrication or replacement during normal use is not automatically defective simply because that maintenance requirement occurs within the broader manufacturer warranty period.
Suspension Performance and Rider Preference
Suspension performance depends on multiple variables including rider weight, riding style, spring rate, air pressure, damping adjustment, terrain, bicycle geometry, frame leverage ratio, progression and suspension kinematics.
A product being firmer, softer, more progressive, less progressive, more active or otherwise different from another product does not establish a warranty fault where the suspension is operating within its intended design.
Warranty does not cover dissatisfaction with ride feel, setup preference, tuning preference, spring-rate selection or expectations based on another brand, model or previous suspension setup.
Frame Compatibility and Complete Bicycle Factors
Suspension components operate as part of a complete bicycle system. Performance, wear and product life can be materially affected by the bicycle or frame in which the product is installed.
This includes frame leverage ratio, progression, shock yokes, linkage design, bearing condition, mounting hardware, alignment, side loading, frame flex, tolerances, clearances and other structural or kinematic factors.
Some boutique, low-volume, custom or lesser-known frames may not have been tested or validated by the suspension manufacturer.
NSDynamics and the suspension manufacturer cannot guarantee compatibility, performance or durability where a frame subjects the suspension component to loading, alignment, leverage or operating conditions outside those intended for the product.
Problems caused or contributed to by frame design, frame damage, linkage condition, worn bearings, mounting hardware, incorrect installation, alignment or other external bicycle components are not product manufacturing defects.
Pre-Existing, Intermittent and Latent Faults
Some faults may be intermittent, progressive or not reasonably detectable during routine workshop testing. This can include material defects, fatigue, bonding issues, developing cracks, intermittent damping problems or other conditions that only present under particular loads, temperatures or riding conditions.
The fact that an item previously passed inspection or servicing does not constitute a guarantee that an unrelated component cannot subsequently fail.
Likewise, replacement or repair of one component does not guarantee that another aged, worn or unrelated component will not later require repair.
Warranty Limitations
The following are not covered under manufacturer warranty supported by NSDynamics unless the applicable manufacturer specifically determines otherwise:
Normal wear and tear
Routine servicing or maintenance requirements
Cosmetic damage that does not affect normal product operation
Crash, impact or accidental damage
Improper installation, assembly or adjustment
Incorrect product selection or incompatible application
Incorrect spring rate, air pressure, damping setup or rider-adjustable settings
Contamination, water ingress or inadequate maintenance resulting from use or environmental conditions
Use outside the product’s intended application
Modification, tampering or unauthorised servicing
Damage caused during external servicing, disassembly, installation or repair
Failure resulting from unresolved or repeated pre-existing faults
Issues caused or contributed to by frame design, linkage condition, mounting hardware, bearing condition, alignment or bicycle kinematics
Suspension used on frames or applications that have not been tested, approved or validated by the component manufacturer
Shipping costs for items not supplied directly by NSDynamics
Subjective dissatisfaction with ride feel or performance where the product operates as intended
Damage to unrelated bicycle components arising from the operation, failure or condition of another component
Warranty Outcomes and Repair Options
Where a product qualifies for warranty, the available remedy is determined by the applicable manufacturer or distributor warranty process and the nature of the fault.
A customer cannot require a specific repair method, replacement component, upgrade, model substitution or other outcome where a different remedy is authorised under the applicable warranty process.
Where a claim is declined but the item remains serviceable, NSDynamics may provide available paid service or repair options.
Where an item is returned as a warranty claim but the fault is found to result from wear, maintenance requirements, external damage, incorrect servicing, installation, setup or another non-warranty cause, normal workshop labour, inspection, parts and freight charges may apply.
Original Point of Sale
NSDynamics can only provide refunds, credits or exchanges for products purchased directly from NSDynamics.
Where a product was purchased through another bike shop, dealer or retailer, any sales-related remedy must be handled through that original point of sale.
NSDynamics acting as the authorised technical or warranty assessment centre does not transfer the original sales transaction to NSDynamics.
Before Sending an Item
If you are unsure whether an item may qualify for warranty, contact NSDynamics before sending it in.
Customers should provide the product details, original purchase information and a clear description of the reported issue. Photographs or video may be requested before the product is returned.
Do not disassemble, service, modify or attempt to repair a suspected warranty item unless specifically instructed to do so, as this may alter the condition required for assessment.