Warranty
We sell two kinds of things, and they come with different terms. A Hiisi is built to order around your measurements. Spare parts and accessories are standard products off the shelf. Here is what applies to each.
Hiisi Bespoke bikes and framesets
Every Hiisi frame is machined, bonded and inspected by hand in Jyväskylä, and we back it with a 5-year Frame Warranty for the first owner, worldwide. If a manufacturing defect appears, we repair or replace the frame.
Third-party components — fork, shock, drivetrain, wheels, motor, battery and the rest — are covered by their own manufacturers' warranties. We help you coordinate those claims.
A Hiisi is manufactured to your individual specification, so the 14-day right of withdrawal does not apply once production begins. EU consumer law excludes made-to-order goods from withdrawal, and that is why we walk every spec through with you and ask for your written approval before we machine anything. Your statutory rights for defective goods are not affected.
Crashed it? That is usually not a warranty case, but our Crash Replacement Programme offers the first owner a discounted replacement frame. The full terms explain how it works.
Read the full Hiisi Bespoke Warranty
Read the Hiisi Bespoke Delivery Terms
Spare parts and accessories
Standard products from the shop carry the normal EU protections. You can return them within 14 days of delivery, and EU consumer law covers defects based on the product's expected lifespan. Parts made by other manufacturers also carry their own manufacturer warranties, and we help you with those claims.
Details on returns, including how to start one, are in the refund policy.
How to make a claim
Use the contact form and include your order number and a description of the issue, with photos if you have them. We acknowledge warranty claims within five business days and tell you what happens next. If you have a Hiisi on the way or in service, My Hiisi is the fastest route — the message lands directly on your order.