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FAQ

General

  1. What is unidirectional carbon fibre and how does it look?
  2. How are the brakes set up on my NeilPryde bike?
  3. Why is the fork steerer tube on my NeilPryde bike pre-cut?
  4. How do we measure the weight?
  5. Is there a rider weight limit on NeilPryde bikes?

Maintenance

  1. What do I do if I think my bike needs maintenance?
  2. Can NeilPryde provide maintenance to my bike?
  3. What should I do if the bike does not run smoothly when I first receive it?

Buying

  1. Can I test ride the bike before purchasing?
  2. How can I buy a NeilPryde bike?
  3. Is there a NeilPryde dealer in my area or country?

Delivery

  1. What should I do if the box in which the bike is shipped in arrives visibly damaged?
  2. What should I do if the bike arrives damaged after I have opened the box and/or assembled the bike?

Warranty Questions

  1. What is the warranty policy for my bike?
  2. What should I do if I think the frame and/or forks are defective?
  3. Will spray-painting my bike void my warranty?
  4. Who do I contact if the parts or components supplied with my bike are defective?
  5. Who do I contact if I have queries related warranty?

General

What is unidirectional carbon fibre and how does it look? Unidirectional carbon fibre is one of the most common types of fibres used in the manufacturing of lightweight carbon fibre bike frames and forks. Once fully moulded the unidirectional fibre or “UD” as it is sometimes refer to resembles a marbling effect. This structurally sound appearance is a feature of “UD” carbon fibre and has been fully tested to EN 14781 and CPSC 16 CFR Part 1512 standards.

How are the brakes set up on my NeilPryde bike? NeilPryde bikes are assembled with the left brake lever operating the front brake and the right brake lever operating the rear brake, except for bikes bought in the United Kingdom and Australia where the brakes are set up in the opposite way with the left brake lever operating the rear brake and the right brake lever operating the front brake. If you are not accustomed to the specific arrangement then it is advisable that you practice in a safe environment until you become familiar with the new configuration. If you cannot get used to the new configuration, have an expert change the lever-to-brake arrangement.

Why is the fork steerer tube on my NeilPryde bike pre-cut? Our fork steerer tube is pre-cut to match the frame size you ordered. The steerer has been cut specifically to allow room for 20mm of spacers (1x10mm + 2x5mm), allowing you to adjust the stem location to your preferred height (depending on your choice of stem). Additionally, for safety reasons our fork steerer is cut at 72mm (+/-1mm) above the top of the head tube bearing cups and we strongly recommend that steerers are no longer than the length we pre-cut the steerer to. If you think that you need a longer fork steerer, then most likely you have chosen the incorrect frame size. In order to accommodate a higher and more relaxed riding position with our pre-cut fork steerer, we recommend that you install the stem orientated upside down, achieving a +6 degree angle rather than the standard -6 degrees angle.

How do we measure the weight? We understand how important weight can be in your buying decision, and we’ve taken the decision to list the weight of our frames and complete bikes as accurately as possible so you can make an informed decision. Many variables may affect the weight of an individual frame or complete bike, e.g. frame size, colour options (all white frames are heavier than any other colour option), component specs, etc. However, the weight of each individual bike or frame may be heavier or lighter than the stated weight, even among identical models, sizes and spec. This is due to the acceptable variation within manufacturing tolerance of the hundreds of parts that make up a bike. Our listed weights for our frames are based on the average weight of our large size, matt black colour frames with no additional parts, and for our complete bikes include the specified weights for each or the many supplier’s components. NeilPryde’s view on comparing weight – anyone can make a bike lighter. But the performance of a bike is a combination of its aerodynamics, comfort, stiffness and weight. Finding the optimum balance between these components is where our many years of developing and manufacturing high-performance products give our bikes the edge. But don’t take our word for it… read the many independent reviews and visit one of our dealers to see for yourself. NeilPryde produces bikes that are responsibly light and have passed strict impact and fatigue testing so that you can enjoy your bike for many years to come. So also compare our warranty terms with our competitors when you compare the weights.

Is there a rider weight limit on NeilPryde bikes? NeilPryde bikes are all designed to be raced at the highest level of the sport, and pass rigorous testing procedures to assess the safety of the bikes, required by EN and CPSC. However, we recommend riders do not exceed the following weight limits for our bikes: NAZARÉ and BAYAMO : – Rider weight limit 110kg all sizes BURAsl : – Rider weight limit 100kg for sizes XS-L – Rider weight limit 110kg for sizes XL


Maintenance

What do I do if I think my bike needs maintenance? Your bike is shipped with NeilPryde owner’s manual and the owner’s manuals of components that are installed on the bike, and we suggest that you refer to these if you think that your bike needs fine-tuning. If you are not confident about doing maintenance and fine-tuning of your bike, we recommend that you take the bike to your local bicycle dealer for inspection and maintenance. They may charge you for service provided.

Can NeilPryde provide maintenance to my bike? No. NeilPryde cannot provide any after sales maintenance and if you are not confident about doing your own maintenance, we recommend that you take the bike to a local bicycle dealer for advice. Any costs associated with adjusting the bike at time of delivery or maintenance after use will be borne by you.

What should I do if the bike does not run smoothly when I first receive it? NeilPryde has taken every possible step to ensure that your new bike is delivered to you ready to ride with minimum required assembly at home. However, during transportation and normal use, the performance of gears, brakes and other components may become less efficient and therefore require fine-tuning or maintenance. You should consult the NeilPryde owner’s manual and the supplied manuals of the parts for reference. If you are not confident about doing maintenance and fine-tuning of your bike, we recommend that you take the bike to your local bicycle dealer for inspection and maintenance. They may charge you for service provided.


Buying

Can I test ride the bike before purchasing? You will be able to see and test ride the bikes at our dealers and at our various events.

How can I buy a NeilPryde bike? You can buy from your local dealer. In case you live in a place or country with no NeilPryde dealer please send a message via our contact form for enquiries or assistance with placing orders directly from NeilPryde.

Is there a NeilPryde dealer in my area or country? Please refer to the store locator page to find out if there is a dealer selling NeilPryde bikes in your area or country. We are constantly looking for new dealers in key locations worldwide, please contact us for more information via the enquiry form if you think your local bicycle dealer might be interested.


Delivery

What should I do if the box in which the bike is shipped in arrives visibly damaged? If the box the bike arrives in looks visibly damaged at time of delivery and you are concerned that the bike itself may be damaged, please inform your dealer at time of delivery and he will take the bike away. We will then arrange to have a new one sent to your dealer immediately.

What should I do if the bike arrives damaged after I have opened the box and/or assembled the bike? You should contact your local bicycle dealer or us immediately by sending a message via our contact form quoting your receipt number and the frame or fork’s serial number. We will then arrange the pick up and repair it at our workshop or send a new one to you.


Warranty Questions

What is the warranty policy for my bike? NeilPryde warrants that your bike frame and forks will be free from defects in materials and workmanship for a period of five (5) years if you have registered your bike online within 14 days of purchase, and paint finish and decals for a period of two (2) years from the date of purchase by the original retail customer. For proof of purchase, please make sure that you keep you receipt in a safe place.

What should I do if I think the frame and/or forks are defective? If you suspect that the frame and/or forks of your bike are defective, you should contact your local bicycle dealer or send a message via our contact form. Provided that your bike is with in our warranty period and the defective part is due to defects in material and workmanship, we will warranty your frame and/or forks. For full details please see Warranty.

Will spray-painting my bike void my warranty? Yes, the warranty policy only applies to the frame and forks in its original form when you purchased it.

Who do I contact if the parts or components supplied with my bike are defective? NeilPryde bikes are thoroughly inspected before they are shipped, however if any parts or components not bearing the NeilPryde trademark are defective, you should contact the local distributor of the part for assistance. NeilPryde does not warranty parts and components not bearing the NeilPryde trademark.

Who do I contact if I have queries related warranty? If you have any queries related to warranty, please send a message via our contact form.

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