FAQ – Frequently asked questions

BREXIT - Shipping to UK customers

Since December 31st the UK is not part of the EU anymore and, out of a customs and trade view, the UK now counts as a third country. That means that you will need to pay custom duties and import sales tax when importing goods from the EU. Import sales tax will be additionally 20%. The prices communicated on our website for UK customers do not include VAT!
In addition, we currently expect the custom duty being 14% on your purchase.
Please keep in mind that you will have additional costs of VAT + CUSTOM DUTY!

Our configurator already offers so many options that all our possibilities are covered. Unfortunately, for logistical and production reasons, we are not able to realize anything beyond this. But for sure we will check your request – just let us know at the end of your ordering process.

You can test our bikes with us in Vogt. We have all models in all sizes on site. Please make an appointment with us by email to [email protected] or by phone, so that we can guarantee that the desired bike is ready for you. Due to the current pandemic situation we have to ask you to make an appointment with us in advance. This is the only way to ensure that you get a test bike and that we can comply with the safety measures.

If you can remove the component yourself, you can also send us the defective part individually. In the service area under support you will find a contact form for all complaints.

You can find all information on our available payment options here.

The quality of our products is our top priority. Throughout the development process each frame is tested extensively to guarantee it will outlast you and won´t let you down in any situation. From the start of the production to the actual shipment to our customers, every bike has to pass three quality checks. This ensures you get the bike you deserve, designed for the best performance, built to last.

We are convinced of the high quality of our products. For this reason, we voluntarily grant an additional warranty of 3 years (aluminum) or 5 years (carbon) on our frames from the date of delivery. The warranty covers all Propain frames from model year 2016 and excludes damage due to crashes and damage to storage, paintwork and anodizing.

Usually the production of the bike takes about 25 working days depending on the choice of frame colour and equipment options. Depending on the season, different models and sizes may only be available in small quantities or will only be available again in the next delivery. You will receive your non-binding production date from us after we have received your payment. If you have chosen shipping, you usually have to add about 5 to 7 days for orders within Germany.

Based on the promises of our suppliers, we try to plan the production date as precisely as possible. However, this date is not binding. Sometimes it comes to individual delays by the large variety of the offered components. If this happens, we will contact you and keep you informed. So plan a little buffer for your next bike holiday.

We do not revise our complete product range every season.
Nevertheless, we are always up-to-date with components. Usually we use the newest parts as soon as they are available for us. This often happens in the middle of the season. Therefore, we are often asked what we what model year the installed parts are.

“Aluminum Raw” means, the frame is completely in raw aluminum, as it comes from welding. The frame is treated ex works so that it does not tarnish immediately, but it is recommended to preserve the frame with wax from time to time. We deliberately opted for “real raw”, as firstly the color of the aluminium comes into its own and secondly the weight saving of approx. 90-130g should interest one or the other.

From our 2020 models on we are using an additional layer of clear lacquer on our “Aluminum Raw”. The color of the aluminum is not distorted by this, but the frame is additionally coated and protected.

“Carbon Raw” frames are also untreated, but painted over with a matt clear lacquer to protect them from external environmental influences. Under the clear lacquer you can see the carbon structure of this frame.

Crashes are a part of our sport that nobody likes, but it just happens. Mostly the rider and the bike get away without any damage, but sometimes everything just goes wrong. During such crashes, great forces can be exerted on the whole bike, destroying parts or the whole bike, making it unrideable. The normal warranty does not cover damage caused by a crash. That’s why we introduced our crash replacement. It is limited to the first 3 years (aluminium frame) or 5 years (carbon frame) after the purchase of the bike and allows the first owner to purchase a new bike at low cost.

Propain builds bikes with passion and conviction… from bikers for bikers. Therefore we chose the direct way to the customer, without detours over the trade, in order to arrange the communication for you and us as uncomplicated as possible. This is exactly what distinguishes us, because it enables us to pass on the best possible prices directly to our customers.

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