If your CFNex wheelset is damaged in a crash, a fall or any other impact, this is how you get it back on the road.
What this is, and what it is not
Crash Replacement is a paid service. It is not part of the 3-year warranty. Our Warranty Policy lists damage or failures caused by a crash, accidental damage, misuse or heat damage under "What isn't covered". Crash Replacement is the separate route for exactly those cases.
Who pays the freight follows the same rule as the warranty: if the cause is a manufacturing fault, CFNex pays the shipping and the associated taxes; if the cause is an external factor such as a crash, you pay the shipping and the related taxes.
What we can do
- Replace a damaged rim and re-lace the wheel.
- Replace spokes and nipples and rebuild the wheel.
- Replace the hub or the ratchet freehub body.
- Replace the whole wheel, or the wheelset, when a repair would cost more than a new build.
- If we no longer make the rim, hub or spokes you bought, we move you to the newest equivalent.
How to request it
- Send us the After-Sales Service Form with your order number, the model and rim depth, the freehub standard (Shimano HG / SRAM XDR) and photos: the whole wheel, a close-up of the impact point, the rim bed and tyre, and the hub.
- We assess the photos and send you a written quote before you commit to anything: which parts we recommend, the rebuild labour, the shipping method, who pays the freight, and the production and delivery window.
- You approve and pay, and we build. Replacement rims and built wheels are made to order, so the quote is where you see the real date rather than an estimate printed on a product page.
- Ship only what we ask you to ship. Some claims need the damaged part returned, most do not — never send a wheel back before we confirm it, because unapproved returns are not refundable.
Timing, taken from our own Shipping Policy
Production usually takes 5 business days when the rim is in stock, and 12–15 business days for custom builds or parts that are not in stock. Courier transit with FedEx, DHL or UPS is 5–10 days, and customs clearance at the destination can add time. The quote combines all of it into one date.
What is not a crash claim
- Punctures, tyre and tubeless-valve wear, brake pad wear and other consumables.
- Normal bearing wear.
- Damage from loading beyond the stated maximum system weight, from a wrong tyre and rim pairing, or from parts that were never intended for the wheel.
- Wheels bought from a seller we do not authorise.
Related pages: Warranty Policy · After-Sales Service Form · Refund and Returns Policy · User Guide
