Complaints & Claims

If you experience a problem with an Extrawheel product, please contact us. Each case is assessed individually so that we can identify the nature of the problem and determine the appropriate next step as efficiently as possible.

Depending on the circumstances of your purchase, you may have statutory rights against the seller and, where the product is covered by our warranty, you may also make a claim under the Extrawheel 5-year manufacturer’s warranty. These rights exist independently, subject to the law applicable to your purchase.

For detailed information about the 5-year manufacturer’s warranty, warranty and after-warranty servicing and spare parts, see our Warranty & Service page.

How do I report a problem with an Extrawheel product?

We recommend contacting us first. In many cases, a clear description and photographs allow us to make an initial assessment and determine the most appropriate next step.

Please send your claim or enquiry to:

Email: shop@extrawheel.com

Where possible, please include:

your full name and contact details,
the product name or model,
the date and place of purchase,
your order number if the product was purchased from the Extrawheel online shop,
a clear description of the problem,
information about when the problem became apparent,
photographs showing the affected area and, where useful, the complete product,
the basis on which you are making the claim, if you have already chosen one.

We recommend contacting us before sending the product. After reviewing the initial information, we will advise you on the next steps and, if physical inspection is required, how the product should be provided for assessment.

Statutory consumer rights and the manufacturer’s warranty

Depending on the country, seller and circumstances of the purchase, statutory consumer rights may apply in addition to the Extrawheel manufacturer’s warranty. Using the manufacturer’s warranty does not remove any mandatory statutory rights that you may have against the seller.

Statutory rights against the seller

If a product does not conform to the sales contract or otherwise fails to meet the requirements imposed by applicable consumer law, the seller may be responsible for providing the remedies required by that law.

Depending on the applicable jurisdiction and circumstances, these remedies may include repair, replacement, a price reduction or termination of the sales contract.

If the product was purchased directly from the Extrawheel online shop, the seller is Extrawheel Sp. z o.o. and you can contact us directly regarding your statutory claim.

Extrawheel 5-year manufacturer’s warranty

Extrawheel provides a 5-year manufacturer’s warranty covering manufacturing defects, subject to the applicable warranty terms. No additional product registration is required.

For a warranty claim, we assess whether the problem results from a manufacturing defect. Depending on the circumstances and the available technical solution, the remedy may involve repair, replacement of the relevant component or another measure provided for under the warranty terms.

The manufacturer’s warranty is an additional benefit and does not exclude or restrict any mandatory statutory consumer rights.

For full details, see Extrawheel 5-Year Warranty & Service.

Do I need the original receipt to make a claim?

An original paper receipt is not necessarily the only way to prove a purchase. What matters is that the purchase, seller and date can be established with sufficient evidence.

For orders placed through the Extrawheel online shop, an order number or other information allowing us to identify the transaction will often be sufficient. Other appropriate proof of purchase may also be used.

What happens after I submit a claim?

After receiving your message, we review the description of the problem and any supporting photographs or documents. If physical inspection is necessary, we will explain how the product should be provided.

Depending on the nature of the claim, the assessment may include the damaged area, joints, mounting-system components and other parts relevant to the reported problem.

Once the assessment has been completed, we will inform you of the outcome and the next steps.

How long does the claims process take?

Where a claim is made under statutory consumer rights, we respond and process the claim within the time limits required by the consumer law applicable to the purchase.

Where a claim is made under the Extrawheel manufacturer’s warranty, the procedure and timing depend on the warranty terms and the circumstances of the individual case.

Costs associated with a statutory consumer claim

Where applicable consumer law requires the seller to repair or replace a non-conforming product at no cost to the consumer, the seller bears the costs required by that law, including the relevant repair or replacement costs and any necessary transport costs.

If the product needs to be sent for inspection, repair or replacement, we will provide instructions on the appropriate procedure.

Product claim or return – what is the difference?

A product claim concerns a problem with the product, statutory rights relating to the sales contract or rights under the manufacturer’s warranty.

A return or cancellation may apply when a customer exercises a legal or contractual right to return goods without alleging a defect, for example following an eligible distance purchase.

If you wish to cancel an eligible online purchase, please see our Returns & Cancellation information.

Extrawheel after-warranty service

If a problem is not covered by the manufacturer’s warranty, or if the five-year warranty period has expired, the product may still be repairable.

Extrawheel also provides after-warranty service. Whether a repair is possible depends on the product, the type of damage and the availability of suitable components.

Selected hooks, mounting-system components, adapters and other replacement parts are available for certain products. More information about servicing, repairs and spare parts is available on our Warranty & Service page.

Contact us about a product claim

Extrawheel Sp. z o.o.
ul. Szyba 26
34-434 Harklowa
Poland

Email: shop@extrawheel.com
Phone: +48 660 425 805

If you are unsure whether to make a statutory claim or a manufacturer’s warranty claim, contact us and describe the problem. Contacting our service team does not restrict any mandatory consumer rights that apply to your purchase.

Frequently asked questions about Extrawheel complaints and claims

How do I report a problem with an Extrawheel product?

Email shop@extrawheel.com with a description of the problem, the product name, purchase information and, where possible, photographs showing the affected area.

Do I need to send the product immediately?

Not always. We recommend contacting us first with a description and photographs. If physical inspection is required, we will explain the next steps.

Do I need the original receipt?

Not necessarily. The purchase and its date may be established using an order number, transaction confirmation or another appropriate form of proof.

How quickly will Extrawheel respond to my claim?

Claims based on statutory consumer rights are handled within the time limits required by the law applicable to the purchase. Warranty claims are handled in accordance with the Extrawheel warranty terms and the circumstances of the individual case.

Do I need to register an Extrawheel product for the warranty?

No. The Extrawheel 5-year manufacturer’s warranty does not require additional product registration.

Is a product claim the same as returning a product?

No. A claim concerns a problem with the product or rights arising under consumer law or the manufacturer’s warranty. A return or cancellation can apply independently of a defect where the relevant conditions are met.

Does Extrawheel repair products after the warranty has expired?

Yes. Depending on the product, type of damage and availability of parts, after-warranty servicing may be possible.