This page contains information on Starling Cycles’ various warranty, return and support processes, including frame repairs, repaints and refurbs.
We’re happy to help, and we’ll get you back on two-wheels as soon as we can – but please read this information first.
Please contact us before returning anything to Starling.
Starling Cycles Frames:
If you’ve changed your mind about your purchase, please notify us and return it within 14 days in its original condition with proof of purchase.
Return shipping will be at your cost.
We are unable to refund any costs incurred associated with returned items, this includes costs of components purchased elsewhere, workshop costs etc. This also includes any modified components (e.g. cut-down handlebars) and any custom paint or finishes.
By original condition, we mean:
Starling Cycles Custom Frames:
Frames built with custom options cannot be refunded in full.
If an order is cancelled, Starling Cycles will deduct both the costs of the custom work and any reduction in the frame’s resale value resulting from those customisations.
As always, if you have any issues please contact us to discuss.
Starling Cycles Merchandise:
Please read the product descriptions and check the sizing charts carefully.
If you find that you are not completely satisfied with your purchase, please return it within 14 days of taking delivery of your purchase, where you will receive a refund of the original purchase price of the returned items, minus shipping charges.
If your frame box arrives damaged, report it damaged to the delivery driver if possible, photograph all damage to products and packaging and contact us straight away.
Starling Cycles frames come with a guarantee covering manufacturing defects.
If you suspect that your frame requires a warranty claim, please contact whoever sold you the frame in the first instance to discuss. This could be Starling or a dealer or distributor.
Please include as much information as possible and some photos.
Once we’ve received your email (or an email via your dealer), we’ll assess the situation, assess whether the warranty claim is valid, and recommend the best course of action.
We’ll seek to repair or refurbish your product wherever possible. If this is not possible, we’ll look at other options, including (in this order) providing an alternative product or a refund.
V3 Murmur, Swoop, and Twist models come with a seven-year warranty.
Note: Refurbished Frames are dealt with under their own warranty policy. See separate section.
V3 warranty was previously two years but was extended to seven in April 2024 – with all existing V3 owners receiving an extension to their warranty, and all new customers receiving the extended warranty by default.
Learn more about why we extended our warranty here.
All other owners (V2, Stainless etc) are covered by a two year warranty.
We’ll rectify any manufacturing defects at our costs and cover all costs including materials, labour and repainting.
We’ll cover postage for any returns for customers within the UK.
Overseas customers will need to arrange delivery and postage at their own cost.
Please note:
We are a UK-based company, and all our sales are governed by UK law, specifically the Consumer Rights Act 2015, which ensures products are safe, fit for purpose, and as described.
By placing an order with us, you agree that any disputes relating to your purchase will be dealt with under the laws of England and Wales, and that the courts of England and Wales will have exclusive jurisdiction.
If you live outside the UK, you may also be entitled to any mandatory consumer protection rights in your own country, nothing in these terms takes away those rights.
Warranty doesn’t cover:
Frame outside of warranty?
No worries, we’ll still work with you to get your frame back in action.
We’ll receive your frame, email you with a quote for the work and confirm whether you’d like to proceed.
For Warranty:
Contact whoever sold you your frame in the first instance.
Starling Cycles occasionally offers refurbished frames at a discount on the Outlet.
These frames have been returned to Starling under our refurb scheme, given a new lease of life and then sold again.
All frames, regardless of age are sold with a two-year warranty.
After the two-year warranty period, we’ll consider frames on a case-by-case basis and do our best to get you back on the trails as quickly as possible for as little cash as possible.
Starling Cycles components and merch come with a guarantee covering manufacturing defects.
If you suspect that your product requires a warranty claim, please contact whoever sold you the frame in the first instance to discuss. This could be Starling or a dealer or a distributor.
Please include as much information as possible and some photos.
Once we’ve received your email (or an email via your dealer), we’ll assess the situation, assess whether the warranty claim is valid, and recommend the best course of action.
We’ll seek to repair or refurbish your product wherever possible. If this is not possible, we’ll look at other options, including (in this order) providing an alternative product or a refund.
Clutch Stem Warranty Information
The Starling Cycles Clutch stem is covered under its own warranty policy, separate to Starling Cycles frames.
Clutch Stems are supplied with a two-year manufacturer’s warranty against defects. Same goes for our stainless headset spacers.
Starling Cycles Clutch Stem Owner’s Manual and Installation Instructions.
Own a Clutch Stem and looking to repaint? Contact us here to arrange.
Bingo Wing Crankset Warranty Information
The Starling Cycles Bingo Wing crankset is covered under its own warranty policy, separate to Starling Cycles frames.
Bingo Wing cranks are supplied with a two-year manufacturer’s warranty against defects.
Starling Cycles Merchandise Warranty Information
Starling Cycles merchandise is covered under its own warranty policy, separate to Starling Cycles frames.
All Starling soft goods are made to last and should stand up to regular use. If your item turns up in poor condition or falls apart unreasonably quickly, we’ll replace it or refund you.
Normal wear and tear, misuse, crashing or just wearing it to death doesn’t count. If there’s a genuine issue, we’ll sort it.
Starling-branded hard goods (headset caps, for example) have a 2-year manufacturer’s warranty.
All non-Starling Cycles components (rear shocks, forks, drive train etc) are covered under their respective manufacturers’ warranties.
If you purchased these components from Starling, please contact us if you have an issue.
Otherwise, please contact your point of purchase.
All Starling Cycles frames come with a seven-year crash damage replacement warranty.
If you crash your frame and damage it, we’ll fix it and cover the cost of labour and consumables.
You’ll need to cover postage, cost of materials and re-painting.
After the seven year replacement period we’ll consider frames on a case by case basis and do our best to get you back on the trails as quick as possible for as little cash as possible.
Our warranty and crash replacement policies only cover Starling Cycles frames, not any components.
Any warranty issues on components that are supplied with our frames will be implemented by Starling Cycles as per the 3rd party suppliers warranty policy.
Warranties and crash replacement only apply to a frame’s original owner.
We want you to ride your Starling Cycles frame hard and not worry about keeping it pristine.
We think a bit of wear and tear only adds to your bike’s story. But, we appreciate there’s a limit!
If you decide that your paint has got a bit too tatty, we offer the Starling Cycles frame repaint and refurbishment service.
You may need this if your frame has got just a bit too scruffy, or if the paint has become sufficiently damaged that the bare metal underneath is exposed.
The process is simple.
Contact us in advance of shipping anything to us.
There are many benefits to steel mountain bike frames, one being the ability to repair damage or defects to tubing.
Many brands will simply bin and replace a damaged frame. We prefer to reduce unnecessary waste and operate more sustainably by repairing what we can.
In many cases, we’re able to repair damaged tubing, this includes:
There are some things that we’re not able to repair, this includes:
Many repairs will fall under warranty, so please start by checking the warranty policy above.
If you think that your Starling Cycles frame needs to be repaired, please contact us and we’ll discuss with you.
Please include photos of the affected area, details of how the damage occurred and your order details from purchase.
Every repair must be dealt with on a case-by-case basis.
Typically, repairs take around 4 weeks from the point of receiving your frame, but this varies. We’ll confirm the timescale when you book your repair as best we can.
And please note…
In some cases, it might not be possible to full restore the original look of the frame, for example we may need to add a small plate to cover up damage to a tube. We’ll always restore your frame to the original strength and we think these added details simply add to the ‘story’ of your bike.
In some cases we may be able to advise a local frame builder on how to make the repair, if that’s the most efficient way to proceed.
Another benefit of steel bike frames is that they can be recycled at the end of their life. This might occur if a frame has been irreparably damaged, for example.
Starling Cycles frames can be easily recycled. You should strip your frame and separate the steel parts from the aluminium ones.
Then, take the parts to your local recycling/household waste facility and dispose of them in the metal deposit bin. These are available worldwide.
The recycling chain will kick in here and turn your frame into something useful, meaning it won’t end up in landfill and can keep being recycled infinitely.
If you’re able to return your frame to Starling, we’ll give you a 10% discount on a new Starling Cycles frame.
We can recycle on your behalf or perhaps find a use for some parts of your frame.
Unless stated otherwise, postage to Starling should be handled by you, at your cost. We’ll confirm this when you book your frame in with us.
All frames must arrive with us fully cleaned and as a frame-only, stripped down of components, or an additional charge may be applied. Unless told otherwise, please remove your rear shock, bottom bracket, headset, chain guide etc. You’re welcome to leave your rear axle in the frame to protect your swing arm during postage.
Postage to us is at your own risk – you should ensure your frame is well-protected and insured against loss or damage in transit.
