OG Bike Works

Warranty & Service

Something not working?
Start in BikeNet.

If an OG Bike Works product is not working as expected, the quickest way to get help is through the BikeNet app. A help ticket can include useful diagnostic information so we can tell whether the problem is with the product or with its connection, setup, firmware, battery, or drivetrain.

First step

File the ticket from BikeNet.

In BikeNet, go to More > Help & support > Contact support. Run System Check first when possible, submit the ticket soon after the problem occurs, and include diagnostics when prompted. Diagnostic data is sent only after you review the choices and confirm submission.

See ticket instructions

What happens next

We’ll check the problem with you.

Step 1

Run System Check

Keep the bike powered and the problem visible. In BikeNet, open the affected bike and run System Check if the product can still connect.

Step 2

Submit a help ticket in BikeNet

Open More > Help & support > Contact support. Describe the problem and allow BikeNet to include the available app, phone, bike, connection, event, and device diagnostics.

Step 3

Work through a few checks

We may ask you to repeat a test, send a photo or video, confirm your purchase, or provide updated diagnostics. Do not ship the product until we give you instructions.

Step 4

We arrange the next step

If we confirm a defect covered by the warranty, we will explain whether the product should be repaired, replaced, or handled another way.

Warranty terms

What the warranty is for.

Our warranty is there for product defects. A support ticket helps us understand what is happening, but it does not automatically mean the product needs warranty service. We will review the diagnostics, work through the likely causes with you, and may need to inspect the product before confirming coverage.

What the warranty covers

  • A defect in materials or workmanship that prevents the product from operating as intended under normal use.
  • A hardware failure that BikeNet diagnostics, support testing, or product inspection confirms is attributable to the product.
  • The original purchased product during its applicable warranty period, with proof of purchase when requested.

What the warranty does not cover

  • A change of mind, buyer’s remorse, or deciding that you no longer want or need the product.
  • Choosing an incompatible product or drivetrain, or a problem that can be corrected through installation, setup, adjustment, charging, or firmware instructions.
  • Normal wear, expected battery aging, cosmetic marks, or consumable parts unless the condition results from a verified manufacturing defect.
  • Crash, impact, abuse, neglect, improper installation, contamination, use outside the product’s stated limits, unauthorized modification, or unauthorized repair.
  • Loss, theft, or damage to another bicycle component or accessory.

When we confirm a defect

We’ll explain how we’ll put it right.

Depending on the problem, we may repair the product, replace it with the same or a functionally equivalent product, or provide another solution required by applicable law. Please do not send anything to OG Bike Works until support gives you shipping instructions.

This page summarizes the OG Bike Works warranty process. It does not limit rights or remedies that cannot be excluded under the law that applies to your purchase. Store orders and any separate returns are also governed by the storefront Refund Policy and Terms of Service.