Warranty & Technical Support

Warranty Approach

1. We prioritize part replacement over repair to significantly reduce your downtime, ensuring you get back on the road as quickly as possible.
2. Consistent warranty service is guaranteed no matter where you purchase—whether from our official Pixar's store, authorized offline retailers across Europe, or officially partnered e-commerce platforms.
3. All parts that meet the warranty criteria specified on this page will be covered in full, with no additional costs for parts or labor.
4. For parts beyond the warranty scope, repair or replacement services are still available at a reasonable fee. For detailed pricing, please reach out to our European support team at rosy@galaxybicycle.com
5. Incidental costs incurred during the warranty process, such as temporary transportation, public transit fares, or bike rental fees, are not covered under the warranty.

Lifetime Technical Support

1. Our EU-based technical experts possess in-depth knowledge of regional regulations and product specifications, delivering professional assistance with customized solutions for complex issues.
2. 1-on-1 Dedicated Support: Each customer is assigned a dedicated support agent who will track your inquiry from start to finish, ensuring personalized and consistent assistance.
3. This support service is available 24/7, 365 days a year—regardless of your product's warranty status. (Note: After the warranty period, customers will only be responsible for the cost of replacement parts, with technical guidance remaining free.)

What Qualifies for Warranty?

1. Products purchased from our official Pixar's store or authorized European resellers. For pre-owned products to qualify for warranty, customers must provide valid proof of purchase from an authorized source. The warranty period is calculated from the original sale date to the first end consumer, confirmed by delivery receipt.
2. The product or component is within the specified warranty period (see the detailed table below).
3. The issue is caused by manufacturing defects or inherent product flaws, including material defects and craftsmanship issues.
4. A valid warranty card is provided, with all information matching the product's serial number and purchase details.

What Does Not Qualify for Warranty?

       1. Failure of consumable or wear-and-tear parts, including:

        - Brake pads, plastic components, spokes, rims, brake cables, and surface scratches.

        2. Damaged wires or accessories with visible scratches or breaks.

        3. Malfunctions caused by improper use, such as:

        - Not following the User Manual for usage, maintenance, or adjustments.

        - Unauthorized disassembly, repair, or modifications.

        - Improper usage or storage.

        4. Damage due to accidents.

        5. Minor scratches or accessory damage sustained during shipping.

        6. Repair costs from non-authorized repair shops are not covered.

Warranty Periods and Conditions for Different Components