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ASSISTANCE REQUEST

 Maybe you were involved in an accident that ruined your wheels, maybe your hubs need maintenance, or perhaps you need to change the decals.

For a wheel maintenance you can choose between several options:

Contact Ursus directly andopen a ticket

If you think you need us, arrange the transport of your wheel to our workshop. Once repaired, the wheel will be returned to you at home.

Fill in the form

Contact an Ursus dealer

Visit your regular Ursus dealer. They will be able to carry out an initial assessment and gives you all the support needed to maintain your wheel.

Find an Ursus Dealer

Repair your wheel yourself

You’ll find all the relevant documentation on Ursus’ technical manual website. Spare parts are available in the accessories section or can be ordered from Ursus dealers.

Technical Manual
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We remind you that any assistance will be charged, except for structural manufacturing defects under warranty.
The service is available exclusively for the wheels currently in collection.
We will do our best to answer you as soon as possible.

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Crash Replacement Conditions

In case of an accident, if your wheels are registered on our website, Ursus will support you by providing you with a replacement rim* at half the retail price + 80 € (+VAT) for labor costs, the replacement of nipples, stickers and eventually spokes (shipping excluded).

If you wish to have the hub inspected, including replacement of the high-smoothness bearings, you can do so by adding just 25 € (+VAT).

The offer is valid once only for the original owner two years from the date of purchase and only with a registration on the Ursus website.

The carbon wheel has to be sent to Ursus Spa. A sales receipt and the damage report need to be added. The tire, cassette and brake disc have to be removed before returning.

The damage has to affect the functionality of the wheel (optical damage is excluded).

The service is active exclusively for EU member countries.

First off, tell us who you are

Private
Business

Dear Customer,

We would like to inform you that the service for opening a support ticket is temporarily under maintenance. However, our support is always active. If you need assistance, please contact us at service@ursus.it, making sure to fill in all the fields you see below. This way, we can ensure a better support and a faster and more precise resolution of your issue.

Please include the following information in your email:

1) CONTACT INFORMATION
  • First and last name
  • Company name and VAT number (if a business)
  • Email and phone number
  • Tax code
  • Address (street, postal code, city, country)

 

2) PRODUCT INFORMATION
  • Model of the wheel(s) for which you are requesting assistance
  • Serial number found on the hub body or inside the rim
  • Accurate description of the problem
  • Attachments such as photos/videos describing the problem
  • Attach proof of purchase (without proof of purchase, we cannot process warranty support)

HOW TO SEND US THE PRODUCT 

Please, wait to receive the confirmation email before sending us the product. In the confirmation email, you will receive all the instructions on how to send us the product in the best possible way.

Thank you for the cooperation,

Team Ursus

*By sending us the email, you consent to the processing of your personal data

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