Customer service Crash replacement policy

Crash replacement service

Unfortunately, falls and/or accidents are inevitable in cycling and mountain biking. Our bikes can take a lot, but every material has its limits. If your Merida frame is seriously damaged or broken in a fall, you can use our crash replacement service.

Our crash replacement service ensures that you are quickly back on your bike after a fall in which the frame is seriously damaged or broken. The first owner of the bike can use the favorable crash replacement conditions for replacing the frame in the first three years after purchase.

As soon as the crash replacement is granted, the broken frame will be replaced by Merida for the same frame or a comparable alternative in consultation. The frame will be delivered as a complete frame set with headset and seat post clamp. With a full-suspension mountain bike frame, the matching damper is also supplied, frame sets of racing bikes are supplied including front fork. The old frame must be returned to Merida Benelux.

The discount applied to the recommended retail price of the framesets for crash replacement is 40% in the first year after purchase, 30% in the second year and 20% in the third year.

To qualify for the crash replacement service, you can contact your Merida dealer and you will need the original sales invoice. Your Merida dealer will then contact us to further handle the matters. When returning the bike for conversion, always bring the purchase receipt. Without this purchase receipt, you cannot use the crash replacement service.

Inform your Merida dealer how the damage and/or fall occurred. This is important for the dealer to be able to assess whether other parts such as wheels or gear components also need to be replaced (this is not included in the crash replacement service). The crash replacement service only applies to the first owner of the bike, is not transferable and only applies to damage that affects the safety and functionality of the frame, to be assessed by Merida Benelux.

Merida Benelux and the Merida dealer reserve the right to withdraw the crash replacement service if it appears that the damage to the frame is only optical and does not affect the functioning of the frame or the damage was caused deliberately. The damaged frame will be replaced by the same frame or an equivalent alternative. It is not possible to switch to another model. In the period of three years after the date of purchase, the crash replacement service can only be provided once.