1. Warranty Terms and Right of Withdrawal

STACX B.V. is a distributor of the brands Corest, Falcon, Squish, HOY, Zombie, Mokwheel and K-Pop Demon Hunters. We attach great importance to product quality, safety and customer satisfaction.

Manufacturer's Warranty

Products are covered by additional manufacturer warranties provided by Corest, Falcon, Squish, HOY, Zombie, Mokwheel or the manufacturer of K-Pop Demon Hunters products.

The applicable coverage, duration and terms may vary depending on the brand and product. The specific manufacturer's warranty is set out below in section 8.

Right of Withdrawal

Consumers purchasing from STACX B.V. have the right to withdraw from their purchase within 30 days of receipt, stating their reasons.

After notifying us of their withdrawal, consumers have a further 14 days to return the product.

Consumers may unpack and examine the product to the extent necessary to establish its nature, characteristics and functioning, as they would be able to do in a physical shop.

If the product has been used beyond what is necessary for such an examination, a reasonable deduction for diminished value may be charged.

 

2. Refund Policy

When a consumer validly withdraws from a purchase, STACX B.V. refunds the amount due, including the original standard delivery costs where required by law.

The refund is made within 14 days of receipt of the withdrawal notification or the returned product.

STACX B.V. may withhold the refund until the returned product has been received or the consumer has provided proof that the product has been sent back, whichever occurs first.

The refund is made using the same payment method as that used for the original purchase, unless the consumer expressly agrees to another cost-free method.

Partial Returns

For partial returns, the purchase price of the specific products returned will be refunded. The original shipping costs will be handled in accordance with the applicable legal requirements. Shipping costs are not refunded for partial returns.

Diminished Value

If a product has been used beyond what is necessary to establish its nature, characteristics and functioning, STACX B.V. may charge a reasonable amount to account for diminished value.

Defective or Incorrectly Delivered Products

If a product does not conform to the contract, the report will be handled in accordance with the statutory warranty rules. If the consumer is entitled to terminate the contract or receive a refund, the amounts due will be refunded in accordance with the law.

No necessary return, inspection or repair costs will be charged to the consumer in connection with a valid statutory warranty claim.

 

3. Return Period

All products sold by STACX B.V. are subject to a return period of 30 days from receipt of the order.

Consumers may exercise their right of withdrawal within this period, stating their reasons.

After notifying us of their withdrawal, consumers have a further 14 days to return the product.

For orders consisting of multiple products delivered separately, the withdrawal period generally begins upon receipt of the last product.

 

4. Return Conditions and Return Instructions

To process returns carefully and efficiently, STACX B.V. follows the return procedure below.

Step 1 – Register the Return

Customers must register their return in advance with the STACX B.V. customer service team. This can be done via the contact form or by emailing info@stacxdistribution.com.

Please include the order number and the product being returned.

Step 2 – Receive the Return Form

After registering the return, the customer will receive a return form containing the necessary return instructions.

Step 3 – Complete the Return Form

We ask customers to complete the return form in full and:

Email the completed form to the specified customer service address.

Include a copy of the completed form in the return parcel.

The product may only be sent back once the customer service team has approved the return form.

The return form is intended to identify the return correctly and ensure prompt processing. A valid withdrawal notification remains legally effective even if the return form is missing. However, the refund process cannot be initiated without the required documentation.

Step 4 – Pack the Product Carefully

Customers must carefully and securely pack the complete product in its original packaging to prevent transport damage. If the product is returned incomplete, a refund may not be possible.

Step 5 – Send the Return

Customers must send the product to the return address provided after registration, following the applicable return instructions.

A specific return or collection procedure may apply to bicycles, electric bicycles and other large products.

Products containing lithium batteries must be transported in accordance with the applicable safety and transport regulations.

Damage Upon Delivery

We ask customers to inspect their order immediately upon receipt.

Any visible damage, transport damage or missing parts should preferably be reported within 48 hours of receipt by emailing info@stacxdistribution.com. The order number must be included, and clear photographs must be provided.

Prompt reporting helps us assess transport damage in good time and resolve the matter with the carrier or manufacturer.

Use and Diminished Value

Consumers may examine the product to the extent necessary to establish its nature, characteristics and functioning.

If the product has been used beyond this extent, a reasonable deduction for diminished value may be applied.

 

5. Return Costs

Voluntary Returns

For voluntary returns under the right of withdrawal, the direct return costs are generally borne by the consumer.

After registration, the consumer receives the return instructions and information about the applicable return method.

Different transport costs may apply to large or heavy products, such as bicycles and electric bicycles. Legally required information about these costs is provided before purchase.

Returns Due to a Defect

If a defect covered by the statutory warranty can be established from photographs before the product is returned, STACX B.V. bears the necessary costs of handling the warranty claim, including the necessary return and transport costs. If the defect cannot be established immediately, the process may begin after a thorough inspection of the returned product.

Incorrectly Delivered or Damaged Products

If STACX B.V. delivers the wrong product or the product does not conform to the contract upon delivery, an appropriate solution will be offered without requiring the consumer to bear the necessary costs of a valid statutory warranty claim.

 

6. Shipping and Delivery

STACX B.V. ships products through professional parcel carriers and specialised transport partners.

The carrier used depends on the dimensions, weight, product category and delivery address.

Delivery Times

For products in stock, we aim to dispatch orders as quickly as possible.

The stated delivery time is an estimate unless a fixed delivery date has been expressly agreed. In the event of a delay, we will inform the customer as soon as possible.

Large Products and Bicycles

Bicycles, electric bicycles and other large products may be delivered using specialised transport services. Different delivery procedures may apply.

Track and Trace

Where available, customers will receive a shipping confirmation containing tracking information.

Inspection Upon Receipt

We recommend that customers inspect the packaging and product upon receipt. Visible transport damage should be reported within 48 hours, including the order number and photographs.

Responsibility for Delivery

For consumer sales, STACX B.V. remains responsible for the risk of loss or damage during transport until the product has been delivered to the consumer or to a third party designated by the consumer, subject to statutory exceptions.

Consumers' statutory rights in the event of delayed or failed delivery remain unaffected.

 

7. Legal Company Information

Seller

STACX B.V.

Haverstraat 1W

2152 GB Haarlem

The Netherlands

Chamber of Commerce number: 42164752

VAT identification number: NL869997828B01

Customer Service

For questions about orders, deliveries, returns, warranties or complaints, consumers can contact us via the contact form or by emailing info@stacxdistribution.com.

Applicable Law

Sales to Dutch consumers are governed by Dutch law. Mandatory consumer protection provisions remain applicable at all times.

Complaint Handling

Complaints can be submitted via the contact form or by emailing info@stacxdistribution.com. STACX B.V. handles complaints carefully and endeavours to provide an appropriate solution within a reasonable period.

Privacy

STACX B.V. processes personal data to the extent necessary for purposes including order fulfilment, deliveries, customer service, returns and compliance with legal obligations.

Personal data is processed in accordance with applicable privacy legislation, including the General Data Protection Regulation (GDPR).

 

8. General Warranty Information by Brand

STACX B.V. sells products from Falcon, Squish, HOY, Zombie, Mokwheel and K-Pop Demon Hunters.

In addition to the Dutch statutory warranty, additional manufacturer warranties may apply.

Squish

Squish offers a standard limited manufacturer's warranty of 3 years covering manufacturing and material defects in the frames, forks and components specified in its official warranty terms.

In addition, Squish offers an extended manufacturer's warranty of 10 years on selected rigid aluminium frames, forks, handlebars, stems and seat posts.

Registration within 30 days of purchase is required for the extended warranty via www.squish-bikes.com.

The commercial warranty is subject to additional conditions, including those relating to private use, the original purchaser and professional assembly.

HOY

HOY offers a standard limited manufacturer's warranty of 3 years on the frames, forks and components specified in its official warranty terms.

For eligible aluminium pedal bikes, HOY offers an extended manufacturer's warranty of 10 years on selected frames, forks, handlebars, stems and seat posts, subject to the applicable registration requirements.

The extended warranty does not apply to HOY balance bikes. These products are covered by the standard 3-year manufacturer's warranty.

The commercial warranty is subject to additional conditions, including those relating to private use and professional assembly.

Zombie

The warranty applies exclusively to the first owner from the date of purchase and has the following durations:

All unsuspended steel frames and rigid forks, as well as all unsuspended titanium frames and rigid forks, are covered by a 5-year warranty.

All unsuspended aluminium frames and rigid forks are covered by a 3-year warranty.

A 1-year warranty applies to:

All suspended frames and forks.

All paintwork and stickers.

All carbon fibre frames and forks.

All original components, suspension forks and rear suspension systems, unless these components are covered by the service warranty of a UK distributor (see below).

All components from recognised brands, such as SR Suntour, RockShox, Shimano and Avid, are covered by the manufacturer's warranty of the relevant manufacturer.

No bicycle is indestructible. Claims for damage resulting from improper use, competition use, stunt riding, jumps over ramps or similar activities will not be accepted.

Mokwheel

Mokwheel strongly recommends that all customers have their bicycle inspected and tested by a certified bicycle mechanic before the first ride. A complete inspection of all bicycle components helps ensure that the bicycle is safe to ride.

Bicycles shipped to customers may arrive with bent components or components that have not been adjusted correctly. Mokwheel does not guarantee that the brakes, gear shifters, motor, stem, rims, spokes, derailleur, front fork or other bicycle components will be correctly fitted and adjusted upon arrival.

Mokwheel accepts no responsibility for product damage or consequential damage caused by loose or incorrectly adjusted components.

Customers assemble the bicycle at their own risk. Mokwheel cannot be held liable for damage to the bicycle or its components resulting from incorrect assembly. Damage caused by incorrect assembly is not covered by the Mokwheel warranty. The costs of parts and/or repairs resulting from incorrect assembly are the responsibility of the customer, not Mokwheel.

Two (2)-Year Limited Warranty

The two (2)-year limited warranty applies to purchases made through authorised Mokwheel sales channels. The warranty is non-transferable and applies exclusively to the original owner and the product originally purchased.

Mokwheel warrants that the product will be free from manufacturing defects in materials and workmanship for two (2) years from the date of purchase, provided that the product is used under normal conditions and maintained in accordance with the instructions in the user manual.

The warranty takes effect on the date of purchase and does not apply to electric bicycles purchased through unauthorised sales outlets.

To make a warranty claim, you must have proof of purchase in the form of a receipt. You must also be able to verify the name, address and all other information provided at the time of purchase.

What Is Covered by This Warranty?

The original product and/or non-wear components: components deemed defective at Mokwheel's sole discretion will be repaired or replaced for up to two (2) years after the original purchase date.

Batteries and motors: defective batteries and motors will be repaired or replaced free of charge to the customer. Only Mokwheel can directly assess defective batteries and motors.

For batteries, this warranty does not cover defects or damage caused by the following actions or circumstances:

Charging the battery with an unsuitable charger.

Damage to a battery seal or signs of tampering.

Using the battery in a device other than the bicycle for which it is intended.

K-Pop Demon Hunters

The warranty applies exclusively to the first owner from the date of purchase and has the following durations:

All unsuspended steel frames and rigid forks, as well as all unsuspended titanium frames and rigid forks, are covered by a 5-year warranty.

A 1-year warranty applies to:

All paintwork and stickers.

All carbon fibre frames and forks.

All original components, suspension forks and rear suspension systems, unless these components are covered by the service warranty of a UK distributor (see below).

All components from recognised brands, such as SR Suntour, RockShox, Shimano and Avid, are covered by the manufacturer's warranty of the relevant manufacturer.

 

Warranty Exclusions Applicable to All Brands

The warranty does not apply in the following cases:

Normal wear and tear, such as tyres, bearings, brake pads and similar items.

Incorrect assembly.

Insufficient or improperly performed maintenance after purchase.

Installation of components or accessories that were not originally intended for the bicycle or are incompatible with the bicycle as sold.

Damage or defects resulting from accidents, collisions, improper use, overloading, abuse or negligence.

Labour and transport costs for replacing or exchanging components.

COREST

Every bicycle and accessory is carefully manufactured according to the highest quality standards. That is why we guarantee the durability and reliability of our products. To give you confidence in our products, we present below our comprehensive warranty policy for bicycles and related accessories.

Warranty conditions
1. Quality warranty on bicycles

Frame quality warranty. All COREST bicycles come with a 5-year quality warranty on the frame from the date of purchase. This warranty covers material and manufacturing defects that occur during normal use.

Component quality warranty. Original COREST bicycle components (such as gear systems, brakes, wheels, etc.) are covered by a 2-year quality warranty. The warranty does not cover normal wear and tear, such as brake pads, chains and tyres.

Electric bicycle quality warranty. The motor and battery of electric bicycles come with a 2-year quality warranty. This warranty covers manufacturing defects.

2. Accessory warranty

All COREST accessories (such as helmets, bags, lights, locks, etc.) come with a 1-year quality warranty from the date of purchase.

The warranty applies exclusively to manufacturing and material defects that occur when the product is used as intended.

The warranty does not cover normal wear and tear, such as scratches, colour changes or mechanical damage resulting from improper use.

These quality warranties do not limit the statutory rights of consumers who have purchased a product or service of inadequate quality, as provided for under the laws of the Republic of Lithuania.

Warranty conditions and exclusions

• The warranty does not cover defects resulting from improper use, mechanical damage, overloading or improperly performed repairs.
• The warranty is only valid if the products have been used in accordance with the manufacturer's instructions and recommendations.
• The warranty does not cover defects caused by improper installation, use or maintenance, or by repairs carried out by you or by third parties who are not authorised COREST technicians. The COREST warranty applies exclusively to original parts.
• The warranty does not cover damage caused by third parties or damage resulting from intentional misconduct.
• The warranty does not cover normal wear and tear of the product or products that have been modified in a manner contrary to the manufacturer's instructions.
• Damage resulting from fire, lightning, storms, vandalism or unsafe transportation is not covered by the warranty.
• If a product is returned to COREST without a valid reason, or due to a defect resulting from any of the circumstances mentioned above, we reserve the right to reject the customer's request and return the product to the customer. In such cases, the return shipping costs shall be borne by the customer.

General Exclusions from Commercial Manufacturer Warranties

Depending on the terms of the relevant manufacturer, normal wear and tear, improper use, insufficient maintenance, accidents and damage caused by unauthorised or improperly performed modifications may be excluded from the additional manufacturer's warranty.

These exclusions do not limit the consumer's rights under the statutory warranty.

Warranty Procedure

In the event of a possible defect, the consumer should contact STACX B.V.

We ask the consumer to provide the order number, product name, a description of the problem and photographs.

STACX B.V. handles statutory warranty claims and, where necessary, coordinates technical assessment, repair or replacement with the relevant manufacturer.

If a product does not conform to the contract, STACX B.V. bears the necessary costs of handling the statutory warranty claim.

Statutory Rights

Consumers' statutory warranty rights remain applicable at all times, regardless of any restrictions or registration requirements associated with the additional manufacturer's warranty.

 

9. STACX B.V. Returns Policy

At STACX B.V., we strive to handle every return carefully and transparently.

30-Day Right to Return

Consumers may withdraw from their purchase within 30 days of receipt, stating their reasons.

After notifying us of their withdrawal, consumers have a further 14 days to return the product.

Return Procedure

Returns must be registered in advance with the STACX B.V. customer service team.

After registration, customers receive a return form containing the necessary instructions.

We ask customers to complete the form in full, return it by email and include a copy in the return parcel. The product may be sent back once approval has been provided by email.

Return Costs

For voluntary returns, the direct return costs are generally borne by the consumer. STACX B.V. bears the necessary return costs for valid statutory warranty claims.

Damage

We ask customers to report visible damage or transport damage within 48 hours of receipt, providing the order number and photographs.

Refunds

Following a valid withdrawal, we refund the amounts due within 14 days of receiving the withdrawal notification.

We may withhold the refund until the product has been received or the consumer has provided proof that it has been sent back, whichever occurs first.

Refunds are processed using the original payment method.

Warranty

For consumers, STACX B.V. remains the point of contact for warranty questions concerning products from Corest, Falcon, Squish, HOY, Zombie, Mokwheel and K-Pop Demon Hunters.